Be Careful when returning defective gateway routers
We’ve been home internet users for right at a year now. Ever since we got home internet through T-mobile, we have had issues with internet going out periodically. Generally, an unplug and wait for a couple minutes would solve the issue. About 3 weeks ago, the internet went out and never came back on. We went roughly 24 hours without any re-connection, so I contacted T-mobile, went through all the troubleshooting steps, and they agreed to send a new gateway. The old gateway sat on top of my 6 ft tall ikea cabinet the entire time we had it, only being touched when we needed to reboot it. Once the new gateway arrived, I took the old one in the box provided and returned it to the local T-Mobile store. They packaged it up and sent it off. Today, I received an email stating my old gateway was damaged and I would be charged $79.00 on my next bill. I contacted a rep and they were able to send pictures of the “damage”. I explained to the rep that this gateway is never touched, never been dropped, etc., so how in the world could it have been damaged?! They responded with “Well that’s why we recommend returning to a store” which I told him again that I did return it to a store and everything was open/unboxed for them to inspect. The best excuse they could provide is maybe it got damaged in transit and I’m still on the hook for this charge…. LONG STORY SHORT… Take photos of your gateway if you have to return it. Photograph every single side of it, and return it to a store and have them visually inspect the gateway as well. I know well this thing was in pristine physical condition. The only thing wrong with it was whatever software issues it had when it was sent to us. The second photo in this post is the “Gross Physical Damage” that they claim is worth the $79.00 charge…. Thanks T-Mobile!
T-Mobile Won't Credit Me Correctly for My Returned Phone. Help!
I moved two of my AT&T phones over to T-Mobile in March. One of the phones is an iPhone XR. The back of the phone was cracked but the front was flawless. The T-Mobile guy at Sam’s Club kiosk appraised the return value of the XR at $400. He took the IMEI on the phone and logged it on the system. After our new T-Mobile lines were activated, I sent out the XR using the pre-paid UPS package that they sent out. Today, I received an email saying that the IMEI of the quoted device is different from the IMEI of the returned device. The email said: Looks like there was a mix up—the make, model or memory of your quoted device doesn’t match what we received or it was damaged. We will adjust your trade-in value to $55 because of this difference. This is so unacceptable and so unfair, because (1) I did not plug in the IMEI in the T-Mobile system. I believe it was a typographical error on the rep’s part that he plugged in the wrong number. I remember that when he tried scanning the number with his company iPad, he couldn’t successfully scan so he typed in the number manually, and; (2) The T-Mobile representative ocularly the device, removed the case and made sure that the screen was not damaged (although the back was). And he found it acceptable with the return value of $400. Please note that the T-Mobile website says “The screen on my device is free of cracks (Scratches and scuffs are acceptable)”. Again, the screen was flawless. It was the back that was cracked. I am so upset with this that I want to switch back to AT&T. I hope the T-MO people in this chat can offer us some relief for this unfair issue. (And I haven’t yet even covered the dropped calls at my residence and place of work!)return device lost
So this all started a couple months ago now. I went to a T-mobile store to buy a new iphone SE, and they didn’t have it in stock so the lady said she would order one for me. She gave me a price and I asked her what the price included and she said just tax. At that point I knew T-mobile was waiving the activation fee online, so I figured they were in stores too since she said just tax. I gave her my card and told her I was going to pay in full. She told me I had to sign something before I left so while she was putting in the order I went online and checked the price in the shopping cart and it was lower (like $50 less) so I confronted her. She then told me the price she gave me included service charges. I told her to cancel the order and that I would just order it online on my own. She at first told me she can’t, then when I asked her why not, she then said she could and that I can just go at that point. I got my in car and ordered the phone online right away. BUT I got 2 order confirmations in my e-mail so I walked back in the store and told her. She said I can disregard the e-mail, so I took her word and left. A few days later, I receive TWO phones, so I called T-mobile and told them my situation. They sent me a return label and that same day I took the phone the store ordered to UPS. Unfortunately UPS lost it, so once the tracking didn’t change for a whole week I contacted T-mobile again and even filed my own claim on UPS, which was approved within a week. UPS says I can’t get more information on the claim I filed and that the “sender” had to fill out some forms and send it back to receive the refund. Now the “sender” in their terms is the one who made the return label, which is T-mobile and their account is the one that would get the refund. During the past 7 ish weeks I’ve called T-mobile almost every week. Every time I’m promised a return call—never called back even once. Every time the rep just wants to file a new claim as well. THE CLAIM IS IN AND APPROVED ALREADY!!!! It’s not T-mobile’s fault the phone is lost, that’s UPS, but they REALLY need to follow through with these claims to get their customers’ money back. I already see tons of similar situations on this community. And this all started with a lie from a T-mobile store worker anyways, so I’m about to really throw furry. If this doesn’t get solved by the end of this year, it’s bye-bye for our family plan of 5.
Billed for phone I have returned and reconnection fees
I actually thought this issue couldn't possibly be something that is common with T-Mobile. I have been charged for phones that I have returned. I tried to return the phones at a T-Mobile store. I was told the store does not accept the returned phones. I was instructed to bring the phones to UPS with the return label and box that T-Mobile provided. I then did so that same day. I was then billed for both phones $2,400.00. I called and provided the tracking number and UPS confirmed phones was delivered to dock in Texas, and was sent within the 14day time period. The T-Mobile representative stated that they received the phones and that have just not been processed. We decided to turn off auto payment so, I wouldn't pay for phones while in process. The T-Mobile representative instructed me to continue with my regular payments and the $10 dollar auto-pay will be credited to me at a latter date and my account will not be turned off. I said great in-reply when asked if they can count on me referring T-Mobile. Thereafter, seemingly at weekly basis for 2 to 3 months my account is turned off. I would call every time (hours) and the T-Mobile representative would respond with. Sorry, we received the phones but my account has not been credited. The T-Mobile representative would turn my account back on and said no reconnection fee will be charged and they will start a investigation and/or wait for completion and/or speak with back office and respond. To date, I have been billed many times for reconnection fees and have not been credited for the 10 dollar auto-pay nor the phones. I then decided to give up, considering I rely on the phone to be working for my business with clients on different time zones. This issue had an effect on my business and alarm system. I called to cancel and asked for the phone that I paid in full to be unlocked. The T-Mobile representative stated that I must pay for the other two phones and bring the account in good standing. So, apparently I need to pay T-Mobile $2,400 for one phone to be unlocked that I already paid for. Hmmm, thoughts anyone 🤔 maybe this is how T-Mobile gets free phones to offer free phones?
How do you return a RS3 Duo+ Rainier Signal Booster A?
I’ve been in possession of my signal booster since 2019 and I’m ready to part with it. Can I just return it to any T-Mobile store, or do I have to ship it back? It’s been so long and I don’t remember the process that was told to me over the phone back then.
Trouble Returning Phone
Has anyone had trouble returning their device to a store? I have been a tmobile customer for about 4-5 years and recently upgraded from the Galaxy Note 20 to the Flip 4. I was told at point of purchase through pre-order, as well as subsequent emails and texts, that I could return my old device to the store to get credit for the trade in or I could mail it in. Since I have a store less than 2 miles away, I opted to just drop it off. When I spoke to the rep, she had no idea what I was talking about, told me she couldn’t do anything with my phone (even though it was purchased through tmobile…?) and gave me a box, bubble wrap, and a shipping label and told me to mail it myself. I have a hard time understanding how multiple communications stated I had two options only for an employee to tell me that is incorrect. Has anyone else experienced this? As a result, was your device received back late and did you have to do anything to correct the billing?
Sold a prepaid instead of honoring my insurance
I've been with Sprint since at least 2010 and added my parents to my account years ago. My dad broke his phone recently. He has the insurance so he went into a store to ask about replacement. They sold him a new prepaid phone with 2 months of service, but used his SIM card instead of the prepaid one. I called customer care the same day, spoke to both customer care and prepaid departments, and was told I can return it, and as long as it was within 40 days, I would get the entire purchase returned, under buyer's remorse. We bought a phone elsewhere, and when we tried to return it, we were told there's no returning prepaid phones- under any circumstances. Customer care had lied to me. We had paid for 2 months of service and a phone, for 3 times the cost of the insurance deductible, and I still had to pay for the service on my TMobile account for the same SIM card during the same time frame. Out $150 for the prepaid, plus the 10 months of insurance I wasn't able to use. And now I'm told I cant use the insurance to replace the broken device since a new device has been activated on that line. Anyone else have an experience like this? I feel cheated and customer service is not helping at all.
keep getting threatening enails about equipment that was returned
I keep getting threatening emails from T-Mobile after I returned a modem using the label T-Mobile provided. The modem was properly presented to the UPS store without any damage, they checked the modem and boxed it themselves. I kept the processing and tracking paperwork the attendant provided and it includes a tracking number as 1Z0545229095656395, “recieved by TMO GRC” on May 20. 2021.I was sent to collections for a phone I turned in a year ago
Hi, I switched from T-mobile to AT&T last year. I turned my phone in and a few months later, I get a collection notice from a bill collector for $900. I called T-mobile customer service and they said the phone has not arrived yet. So I asked them why I was sent to collections. The lady told me she would take it out of collections while they wait for the phone to arrive at the warehouse. Two months pass and I get another collection notice from a different bill collector. I call customer service again and this time the CS Rep asked me if I was on a lease/jump program. So I tell them I was. It turns out you have to send the phone to a different location if you were on a jump program. I didn’t notice that before I sent the phone back with the label they gave me. This time I said that they should still have the phone at the place where phones arrive if they are not from a demand program. The CS rep took me off collections again and said they would look for it. Note that I was in the process of moving when i switched phones and i lost the original tracking label. Anyway I just got another collection notice and I am asking for help with how to find this phone. T-mobile has it they just aren’t looking for it.
