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Carrier Did anyone get the T-mobile trade-in credit?

That's not good. WHen you sign into tmobile you should see in the section labeled "view alerts and activitites" your trade in device. If it hasn't been accepted yet it should still have the "print label" and tracking links. The "print label" link should show you a 3 part label, 1 part is the actual outer shipping label, 1 part should have been included in the box, and the last part was for you to keep.

I finally got a response from tmobile that actually made sense, I had to go all the way up to the "executive" level whatever that is, but here is what this top level person told me about the trade in value and continuing credits for the deal ( the part about my wife is due to me needing to overnight ship a package because a CS person told me the wrong trade in date limit):

"
Hi Mr. ###,



I am sorry for all of the inconvenience you have been through. It is correct that you get 30 days to return the device, most of our customer care is advising our customers to return it within 14 days to avoid any issues with their iPhone 7 trade up promotion. I will apply the $20.00 credit to your account for having to contact your wife. Please note with the iPhone 7 trade up promotion, the trade-in credit is applied to your account as a lump sum credit. The remaining Apple credit is applied to your monthly Equipment Installment Plan for 24 months. Please let me know if you have any issues in November once you start receiving your promotional monthly credits. Please let me also know if you would like me to call you or if you have any further concerns I can help you with.



Thank you,





Ligia (Leah) Montoya

Senior Specialist, Executive Response
Office of the President/CEO

Desk: 877-290-6323 ext. 341-7955
Email: Executiveresponse@t-mobile.com
 
Just like everyone else, mine has been accepted for $195. I think that's just a generic message. We will get our iPhone 7 for free over the next 2 years..
 
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Now it's three weeks ago since I shipped the trade-in. No update from T-mobile. Perhaps it was lost in the mail? What can I do?
 
ahostmadsen said:
Now it's three weeks ago since I shipped the trade-in. No update from T-mobile. Perhaps it was lost in the mail? What can I do?
Click to expand...

So there was no tracking or no way for usps to track it? 3 weeks seems too long for them not to have received it. Sounds like it got lost on route or at the facility. I'm definitely going to print out my label online rather than the one that came with it (no tracking as far as I can see). Hope it shows up for you. I would keep following up every week with the executive team.
 
It took T-Mobile three months to work the trade in credit for me on last year's purchases. They messed up my orders multiple times and that's the reason I had to mail it in; they should be able to takenlhones at the store under normal circumstances even if the replacement was a phone you ordered online.

I was diligent about following up over the phone and taking down names, employee ids, etc. Due to my situation being unique (I won't delve into it too much since I've gone over it many times here now) things were drawn out much longer then they should have been.

You should still have the label they sent you (via email) right? That should have all the tracking info you need. But you also should have gotten mailing confirmation receipts when taking the item in. Do you not have these?

All that said T-Mobile should have the tracking information as well and be easily able to pull that up from records of the label they sent you. Of course, if you don't have anything to protect yourself it's a he said she said matter.

This year my wife upgraded to the 7 and we traded in a 6 (in store). It is already on our account and showing up as it should; completely opposite of last year's debacle for us.
 
lordofthereef said:
It took T-Mobile three months to work the trade in credit for me on last year's purchases. They messed up my orders multiple times and that's the reason I had to mail it in; they should be able to takenlhones at the store under normal circumstances even if the replacement was a phone you ordered online.

I was diligent about following up over the phone and taking down names, employee ids, etc. Due to my situation being unique (I won't delve into it too much since I've gone over it many times here now) things were drawn out much longer then they should have been.

You should still have the label they sent you (via email) right? That should have all the tracking info you need. But you also should have gotten mailing confirmation receipts when taking the item in. Do you not have these?

All that said T-Mobile should have the tracking information as well and be easily able to pull that up from records of the label they sent you. Of course, if you don't have anything to protect yourself it's a he said she said matter.

This year my wife upgraded to the 7 and we traded in a 6 (in store). It is already on our account and showing up as it should; completely opposite of last year's debacle for us.
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Here is the issue: the label I used was the one that was in the box I received my iPhone 7 in -- so, no online trace. I have now spent quite some time on the phone with T-mobile, and they say they cannot pull up the tracking number in their systems. I guess I should have taken a picture of the label before shipping, but my plan was to add certified mail option to the shipping, but the post office said that was not possible, so I just gave it to them.

T-mobile customer service says the trade-ins are backed up for months. I have to wait three billing cycles, and if I don't see a credit, they can take escalated action, whatever that means if they don't have a tracking number.

My concern is what happens if they don't find the phone. I only got this phone because of their trade-in offer (free, or in my case, $250 because I had a 5s). Can I return the phone? I went to a T-mobile store on the last day of the normal return window (14 days), and they said I should wait and see if they receive the phone, and if not, then "perhaps" I could still return the iPhone 7. Three billing cycles is about three months. Can I still return the phone? One could argue that if they had allowed turn in of trade-in in the stores, this would not have happened.
 
ahostmadsen said:
Here is the issue: the label I used was the one that was in the box I received my iPhone 7 in -- so, no online trace. I have now spent quite some time on the phone with T-mobile, and they say they cannot pull up the tracking number in their systems. I guess I should have taken a picture of the label before shipping, but my plan was to add certified mail option to the shipping, but the post office said that was not possible, so I just gave it to them.

T-mobile customer service says the trade-ins are backed up for months. I have to wait three billing cycles, and if I don't see a credit, they can take escalated action, whatever that means if they don't have a tracking number.

My concern is what happens if they don't find the phone. I only got this phone because of their trade-in offer (free, or in my case, $250 because I had a 5s). Can I return the phone? I went to a T-mobile store on the last day of the normal return window (14 days), and they said I should wait and see if they receive the phone, and if not, then "perhaps" I could still return the iPhone 7. Three billing cycles is about three months. Can I still return the phone? One could argue that if they had allowed turn in of trade-in in the stores, this would not have happened.
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Do you have your new phone? I was told that I can turn in the phone once the new ones arrive.
 
ahostmadsen said:
Here is the issue: the label I used was the one that was in the box I received my iPhone 7 in -- so, no online trace. I have now spent quite some time on the phone with T-mobile, and they say they cannot pull up the tracking number in their systems. I guess I should have taken a picture of the label before shipping, but my plan was to add certified mail option to the shipping, but the post office said that was not possible, so I just gave it to them.

T-mobile customer service says the trade-ins are backed up for months. I have to wait three billing cycles, and if I don't see a credit, they can take escalated action, whatever that means if they don't have a tracking number.

My concern is what happens if they don't find the phone. I only got this phone because of their trade-in offer (free, or in my case, $250 because I had a 5s). Can I return the phone? I went to a T-mobile store on the last day of the normal return window (14 days), and they said I should wait and see if they receive the phone, and if not, then "perhaps" I could still return the iPhone 7. Three billing cycles is about three months. Can I still return the phone? One could argue that if they had allowed turn in of trade-in in the stores, this would not have happened.
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I know hindsight is 20/20 but you can always get a receipt for what you drop off. USPS, UPS, Fedex. Doesn't matter. It will have your tracking there.

It sounds like you basically are in the same situation that I was. It took them three months to get to me but they did. So I don't think they are just feeding you BS based in my experience.

I have a hard time understanding how they can't look up the tracking number to a listing they sent you but I really don't know there. In guessing things will work out for you but obviously no way to be sure. At worst you're out a phone and paying for a new one.

You can certainly return the phone you just bought. I'm unsure what happens to your phone you sent in as it sits in limbo though. If they find it it may get prompted to creditnyiur account a flat fee. It may get processed and then you lose the trade credit. It may get sent back to you (though I feel this is unlikely)
 
lordofthereef said:
I know hindsight is 20/20 but you can always get a receipt for what you drop off. USPS, UPS, Fedex. Doesn't matter. It will have your tracking there.

It sounds like you basically are in the same situation that I was. It took them three months to get to me but they did. So I don't think they are just feeding you BS based in my experience.

I have a hard time understanding how they can't look up the tracking number to a listing they sent you but I really don't know there. In guessing things will work out for you but obviously no way to be sure. At worst you're out a phone and paying for a new one.

You can certainly return the phone you just bought. I'm unsure what happens to your phone you sent in as it sits in limbo though. If they find it it may get prompted to creditnyiur account a flat fee. It may get processed and then you lose the trade credit. It may get sent back to you (though I feel this is unlikely)
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Yes, I was not too smart about shipping it. I go to the post office maybe once per year, so I'm kind of ignorant when it comes to shipping.

But there is a big difference between paying $250 and $650 for a phone. If I returned my new iPhone 7 (assuming I can), and I don't have my old phone, I'm not sure what I would do. My original plan was to keep the 5s until the next iPhone (8?), only the $250 made me decide to buy the 7.
 
ahostmadsen said:
Yes, I was not too smart about shipping it. I go to the post office maybe once per year, so I'm kind of ignorant when it comes to shipping.

But there is a big difference between paying $250 and $650 for a phone. If I returned my new iPhone 7 (assuming I can), and I don't have my old phone, I'm not sure what I would do. My original plan was to keep the 5s until the next iPhone (8?), only the $250 made me decide to buy the 7.
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I realize there's a difference. And I can't spend your money for you. I'm just saying, think of the alternatives. You return the phone and don't get your 5s back. Then what?

The reality is you need to weigh your options. Figure out your worst case if you keep the device and worst case if you don't and see if you can live with that. In all likelihood things will turn up and you will be fine, so keep that in mind when making your decisions.

If I were you I'd ride it out and eat the cost of the new phone if worst comes to worst. But again. I have no idea what you can/can't afford. I'd be super bummed but it wouldn't bankrupt me so I'd write it off as a lesson learned.
 
Now I got an email from T-mobile stating: "After looking things over, we've found an issue with your device, and the quote has been adjusted because of WRONG_MODEL." First, I interpret this is that they have actually received my device (they have a serial number) -- so far, so good. But I don't understand the message. When I bought the iPhone 7, the T-mobile sales representative looked up my model and found the IMEI, and I checked it with the iPhone before I shipped it. T-mobile says my phone ACTUALLY is

Apple iPhone 5s 16GB Gray - T-Mo - ME323LL/A

Which is what it has been saying all the time. At the same time, they reduced my trade-in value from $58 to $40.

But here is the question: that should not effect my deal, right? The deal is I get a $400 credit on the iPhone 7 from (any) iPhone 5s, so the reduced trade-in value should not affect that.

I will call them to figure out. Sigh, I have already used hours on this.
 
Was on the phone with a T-mobile supervisor. He checked that the IMEI of the device I said I would trade in, and the one they actually received were identical. So, the email I received was erroneous. He assured me that everything was fine and I would receive the $400 trade-in offer. Now I will just have to wait and see for it to show up on my account.
 
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ahostmadsen said:
Yes, nearly 4 weeks. They said it: this has been their largest iPhone launch ever -- probably because of the trade-in offer.
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Well good news for anyone still waiting. I'm waiting on a new label for an incorrect imei number for one of my trade ins. Have 2 weeks to send it in. Everything is a waiting game this year.
 
Here is what they should have done: they should have allowed trade-in in the stores. That would have removed a lot of uncertainty from the process.
 
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Well my Trade-in of my iPhone 6 was processed and all is well. Sort of strange how it works but I did get a total credit of $650.

I received a $165 one-time credit against any outstanding EIP + a written confirmation text of the $20.21 credit I will receive over the next 24 months ($485.05 total credits over 24 months) = $650.04 toward my purchase of the iPhone 7+.

That leaves me with payments of $9.79 per month for the next 24 months. All in all a very good deal since I have no intention of leaving T-Mobile.
 
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Still waiting for mine. It's been about 3 months since they received my old phones. I've been calling several times to find out where the trade-in credit is and no one knows, get a different story every time. They had to escalate to their warehouse whatever that means.
 
buffmanjeff said:
Still waiting for mine. It's been about 3 months since they received my old phones. I've been calling several times to find out where the trade-in credit is and no one knows, get a different story every time. They had to escalate to their warehouse whatever that means.
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Sounds like they might have lost or misplaced it. Try to get in touch with higher up tech support or contact the CEO to finally get it resolved.
 
buffmanjeff said:
Still waiting for mine. It's been about 3 months since they received my old phones. I've been calling several times to find out where the trade-in credit is and no one knows, get a different story every time. They had to escalate to their warehouse whatever that means.
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Sorry to hear this. I have a friend who switched from Verizon to AT&T and is having a hard time getting AT&T to pay the Verizon termination fees like they promised.

Looks like there are a few challenges with more than T-Mobile. I hope they fine yours soon.
 
Applejuiced said:
Sounds like they might have lost or misplaced it. Try to get in touch with higher up tech support or contact the CEO to finally get it resolved.
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I finally had to end up doing just that yesterday. Once I emailed the CEO, I had my credit applied to my account in less than 6 hours. You wouldn't believe the stories I was told by 611 for the last month. Those people are clueless and blatantly lie to you.
 
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buffmanjeff said:
I finally had to end up doing just that yesterday. Once I emailed the CEO, I had my credit applied to my account in less than 6 hours. You wouldn't believe the stories I was told by 611 for the last month. Those people are clueless and blatantly lie to you.
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I hear you. Talking to some of those customer service reps makes me feel like banging my head to a wall. It's painful how clueless they are.
 
Posted this in another thread but want to hear from as many people as possible. I traded in 2 iphone 6+'s in september and before I sent them back I reinstall IOS on both to make sure they were completely wiped clean.

As you all know, Itunes tells you to turn off "find my phone" before it lets you reinstall IOS, right? I got a call yesterday from Tmobile telling me I didn't turn off "find.." and that they will not be giving me the monthly credits. They have no proof of this and when I sign into icloud it only shows my current iphone, same with my wife's account.

Further research show's me 7 other threads on tmo's customer support forum describing the same issue, seems this is more than an isolated issue. The last time I upgraded with Tmobile I wasn't given a credit for sending in my old phone because they couldn't locate it. I finally found a picture Tmo had earlier sent me showing the phone was received, if I didn't have that picture I wouldn't have gotten the credit for the return.

Needless to say I'm incredibly annoyed and angry with them. I was on the phone for 2 hours yesterday and was told several conflicting statements by the 7 different people I was talking with. Still no final resolution, the last person told me they would fix it but I've been told that by multiple people for the past 2 months so I'm not holding my breath.
 
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