Forum Discussion
Trouble with trade in devices
Hi,
I switched to TMO in Nov 2021, and have been having terrible experience in getting my devices traded in properly. I traded in 3 devices:
- 1 phone got text within a week that the trade in is complete, but never received the credit in the account.
- 2 other devices did not receive confirmation for more than 1 month. Finally received confirmation and devices credits after calling for 5 times.
Now, TMO increased my monthly device payment for reason that I am not eligible for the P16 promotion because they did not the device in time. I shipped the trade in devices immediately but it is a problem from Assurance side that they did not process the trade in devices in proper time. I am tired talking to multiple CS and all cannot provide proper resolution. So far, switching to TMO has been nothing but headache to me and it’s taken me hours of talking to CS without getting this right. I would like to escalate this to a manager that can provide resolution.
Have you tried @TMobileHelp on Twitter?
If you’ve got a paper trail, I’d give them a shot before invoking arbitration.
I did. Even the CS has the records of what’s going on and acknowledge that it is not my fault. I think the problem is with their supplier (Assurance) that processes the trade in. However, I am being punished for it by bumping me out of their promotion and increases my device payments. It is very difficult too to talk to the supervisor.
Generally, if a couple calls to CS don’t resolve an issue (particularly one involving money) I will fall back to letter writing. If the issue goes to arbitration, I want the paper trail on my side. Hopefully, you saved the tracking information for the packages you sent, showing where and when they were delivered.
