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Warehouse "never received" my trade-in device

  • 12 December 2020
  • 12 replies
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I used the trade-in offer for my Iphone X 64GB for the IPhone 12 Pro Max in retail, which the product was mailed to me a week after. The same day that I received the new phone, I had dropped the trade-in phone (IPhone X) to USPS. On December 2, my tracking depicted that it had arrived at the warehouse.

A week later I never got the rebate I was told I would receive and I decided to call them. They said there would be an investigation in which 5 days later (December 10) I received an email that they did not have any information that they received the trade-in. I clearly did return it, so what am I supposed to do now. I am still receiving messages that I have to return the phone despite messaging the team multiple times. All their responses were to wait. This is making me go insane.

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Best answer by syaoran 4 February 2021, 21:33

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Userlevel 2
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Did you ever call in and ask that a handset research form be done?

I am having the same exact problem i sent my phone Dec 29 they recieved January 5th and i have been calling since, They said they cannot find the phone so no rebate no credit,  We have to do something about this because at this point its theft. Now verizon has sent me to collections becuase i didnt pay the phone. This absolutlet unfair. and something needs to be done, They are not taking any accountabilty

Same exact thing is happening to me!! My tracking numbers are confirmed delivered to ft worth, tx and received by TMO GRC. I am out 3 phones that I sent in, all have confirmed tracking numbers yet tmobile claims they can't verify the IMEI's therefore not giving me my trade in credits!

I have currently encountered similar issue with the T-Mobile, when I got my order iPhone 12 Pro Max with 128 gb, I changed my mind and requested to upgrade to iPhone 12 Pro Max but with 256gb. My bill has charged me for both phones, so I contacted the T Mobile.

 Even the tracking record indicated it was delivered to the T Mo warehouse within a week, the experts at the T-Mo stated the warehouse did not find the returned devise at the warehouse in Texas, an investigation has been open ten days ago, has not located it.

As a customer, I have followed the return instructions by T-Mo but what happened during transit and upon arrived destination was out really of my control.

Anyone has better ideas?

 

 

Userlevel 7
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The warehouse in Lewisville, TX belongs to Assurant.  If they claim they don't have it and yet you have proof they received it.  Then call T-Mobile and have the device blacklisted.  I would also call USPS and have them open up an investigation as well. 

Yes they submitted multiple times for that to be done and supposedly they can find anything 

My issue is unique, I was not returning old phone trade-in, I returned a brand new iPhone 12 Pro Max with 128 gb storage, the return warehouse location was Fort Worth, Texas shipped by UPS, Most other trade-in were mailed to Lewisville, Texas warehouse location, shipping by USPS.

I also got a copy of Proof of Delivery by UPS office with a TMO-GRC signature, how T Mobile claimed it was not found at the Fort Worth, Texas was beyond me, how anyone could explain to me what could have happened 

 

 

I Am facing the same issue. Did you get it resolved?

 

Hello no it’s been almost a year and they haven’t resolved anything, not have they tried compensating in any other way … I just spoke to someone this weekend in hopes of getting something resolved !! They’re blaming the delivery company at this point !!  Ridiculous 

Userlevel 7
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Maybe this won’t sound like the best option for those wanting to trade-in devices, but I traded in a Note 9 for the OnePlus 8T promo.  Not trusting USPS because of the backlog they have.  I paid to have it shipped in via UPS and make sure that it was insured for the amount of the trade-in value and that a signature was required by the recipient for the package to be delivered.  Don’t let them try to tell you the ZIP Code is different, like they tried with me.  The address that T-Mobile sends you is correct!  It is easier to track and my Note 9 got there, was inspected, and I am being issued the trade-in value and getting the promo benefit as well.  Literally, 3 day ground shipment with everything being done in 5 days.  That, in my opinion, is a little peace of mind that was worth around $20.  

In defense of the USPS, they are still swamped from the elections and the holiday season.  T-Mobile should request that a signature be required for all packages received by Assurant, just to further add a level of security for us, the customers!  T-Mobile definitely needs to address devices going missing, whether it is the fault of USPS or Assurant.  It happens way too often to be uncommon and the IMEI’s processed for trade-in that are not received, should be added to the blacklisted devices list!

I have had the worse experience ever with  replacement phone, from the start, it was bad. My husband sent 2 original phones back but they say I  still owe for 1. This has been going on sine August.  He called and was told , yes they have the missing phone. Someone didn't log it in and it would be taken off the bill. 2 months later, I the charge shows up. Same thing, it was supposed to be taken off the bill but it still hasn't.  I thought I was the only one. I think now it is just a scam to get more money. I asked that they must be able to track this phone. Now I have to "be patient " while the situation is resolved.  I am told it will be. I have no confidence that it will. Any advice?

Honestly I doubt they’ll track it, they had told me they submitted various request and they all came back as if they never received package when the framing stated they did, then they said we have the box but no item. The supervisor said whatever it is you sent ! I kept saying not whatever I sent my phone ! And he just kept wording it as if I sent something other than the phone. I think we should all get together and sue t mobile, they have done this to soo many clients and it’s just blows my mind that there’s no superior to the supervisor who will look into it .. this is what I won’t even upgrade my phone at this point !!! Email me if you can .. cartagenaemily@gmail.com 

My issue is unique, I was not returning old phone trade-in, I returned a brand new iPhone 12 Pro Max with 128 gb storage, the return warehouse location was Fort Worth, Texas shipped by UPS, Most other trade-in were mailed to Lewisville, Texas warehouse location, shipping by USPS.

I also got a copy of Proof of Delivery by UPS office with a TMO-GRC signature, how T Mobile claimed it was not found at the Fort Worth, Texas was beyond me, how anyone could explain to me what could have happened

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