Forum Discussion
It has been over 2 months but I have not received my phone
It has been 2 months since I ordered my Samsung s22 ultra at the T-mobile store located at Crabtree Mall, Raleigh. They said the shipping process is about 2 -3 business days, but I still have not received my phone after a month. I've checked the shipping tracking of UPS, and it said they have an investigation to locate the package and made a claim to the sender last May 14. However, when I came to the store at T-Mobile Crabtree Valley Mall for asking their help, the store employees were not really caring about our problem. They only said "I don't know" and had not provided any solution to us.
I've come to USP, and they again said they had tried contacting the sender.
My question "Isn't T-mobile the sender?" Who should take responsibility in this case? When will my package come? What happens to my payment if I decide to cancel this order while I still have not received my phone?
And, again, I was distraught with T-mobile's service attitude. I hope they would improve their customer service as soon as possible.
I had a lost phone in shipment as well. I called TMO support directly and they created a replacement order right away. Your lost order will still show up on your account for several months as they investigate but you will never be charged for more than one phone and one line. TMO wants you to start using your service ASAP so they can start billing you so they are highly incentivized to get you a phone.
Keep in mind most Tmobile retail stores are independent authorized resellers so the quality of custom service is highly variable. I’ve also been told by retail stores that Tmobile corporate does not provide them with the same level of account access that corp support does.
I had a lost phone in shipment as well. I called TMO support directly and they created a replacement order right away. Your lost order will still show up on your account for several months as they investigate but you will never be charged for more than one phone and one line. TMO wants you to start using your service ASAP so they can start billing you so they are highly incentivized to get you a phone.
Keep in mind most Tmobile retail stores are independent authorized resellers so the quality of custom service is highly variable. I’ve also been told by retail stores that Tmobile corporate does not provide them with the same level of account access that corp support does.
