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Carrier T-Mobile JUMP ON DEMAND Scam - New Iphone 6S/6S+ upgrade not eligible

masayako said:
Today, I find out T-Mobile is attempting to charge my credit card for the 6 to 6s plus iphone upgrade (which suppose to be free) based on T-Mobile JUMP ON DEMAND program.

To all T-Mobile JUMP ON DEMAND customers: - you are not eligible to upgrade to the new 6S/6S+ at least after 4 months using with the existing phones!! This is ridiculous.

When I first discussed with T-Mobile, they mentioned that each user can upgrade to the new devices 3 times a year; however, now they are saying you can only upgrade the device once every 4 months between upgrading. This is non-sense! This is a lawsuit'able case & a breach of agreement.
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As others have said, you're getting BS from the T-Mobile rep. You can upgrade up to 3 times a year and at least 24 hours after you get a new phone. I've already been charged and have a tracking number for my iPhone 6S+ upgrade that falls out of that 4 month period.
 
I started JoD on 9/6 with a base 6. I'm jumping to a 6s+ 64gb just 6 days after I started. I'll get my phone on launch day. You can jump every day if you want for 3 days.

You got bad info from one rep. Call back and get it fixed.
 
Not sure why your having problems.

I went through two other phones in the last month, all JOD upgrades, and have the six s plus coming Friday. Plan on keeping this for a year.

Anyway, hopefully you get this figured out.
 
lordofthereef said:
You're literally the first and only person I have read they are telling this to. How many representatives have you talked to? People have quoted verbatim what the jump on demand agreement states about replacing a device. This is black and white. You should easily be able to get a supervisor or a higher up to handle your issue. If that doesn't work you can email the CEO. Posting on social media also seems to get them eager to quickly help since they don't like the bad reviews.

By the way, what is "JoD 6+"? I'm mostly confused with what that 6+ is supposed to indicate?

I'm not saying you're dishonest but there is clearly a mixup somewhere. The entire point of JoD is to swap phones three times a year (they must be difference models, which is the only stipulation).

One thing you can do when you call in is get the representatives full name and ID number (this number is what identifies them as the specific employee working from TMO). There is. I reason they shouldn't give you that number. In fact, with my last order (there was a huge mixup for me as well) the representative offered his number up to me because he will be adjusting my account and applying credit on October 7th once the devices have shipped and are received by me.

Despite this ordering process being the most difficult I've had, the customer service has been truly top notch. For me, it really goes to show how much customer service weighs in on my opinions about a company. Their willingness to help has me willing to put up with a whole lot more than I would have with ATT!
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Update:

Today, I went to my local T-Mobile store and resolved the situation within 30 mins time. Per store manager, there is absolutely no 4 months restriction period whatsoever. This is pure non-sense. This is clearly a mistake from the CS lady on the phone. After they clarify the issue, I am able to get my upgrade anytime (3x a year, no restriction!!) I get to upgrade my current iphone 6+ (16gb) upgraded to 6s+ (64gb) with no additional charge, not even the 16gb to 64gb $100 that they originally claimed to be required. An electronic contract has been sent to me, I signed it and now waiting for the 6s+ to arrive.

Unfortunately, because of the T-Mobile mistake, I won't be getting the iphone 6s+ on 9/25. I will get it estimate 3 weeks after... Oh well. Life goes on. At least I know I CAN upgrade. I am happy to find a solution even though the process was a bit frustrating.
 
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masayako said:
Update:

Today, I went to my local T-Mobile store and resolved the situation within 30 mins time. Per store manager, there is absolutely no 4 months restriction period whatsoever. This is pure non-sense. This is clearly a mistake from the CS lady on the phone. After they clarify the issue, I am able to get my upgrade anytime (3x a year, no restriction!!) I get to upgrade my current iphone 6+ (16gb) upgraded to 6s+ (64gb) with no additional charge, not even the 16gb to 64gb $100 that they originally claimed to be required. An electronic contract has been sent to me, I signed it and now waiting for the 6s+ to arrive.

Unfortunately, because of the T-Mobile mistake, I won't be getting the iphone 6s+ on 9/25. I will get it estimate 3 weeks after... Oh well. Life goes on. At least I know I CAN upgrade. I am happy to find a solution even though the process was a bit frustrating.
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Happy this was resolved. Make sure that your monthly rate doesn't increase with the free $100 storage upgrade. Some were reporting that their monthly rates would be effected.
 
lordofthereef said:
Happy this was resolved. Make sure that your monthly rate doesn't increase with the free $100 storage upgrade. Some were reporting that their monthly rates would be effected.
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Good point about the monthly rates. I was told it will remain the same. But, nonetheless, I will definitely look into this, just in case. Based on this frustrating experience, I think physically going to the store is the best way to go. I have been through over 5-6 calls 30+ mins phone conversation with different CSs and each of them tell me a slightly difference version on how JOD program supposed to work. I am glad this saga is over (for now). Thanks.
 
masayako said:
Good point about the monthly rates. I was told it will remain the same. But, nonetheless, I will definitely look into this, just in case. Based on this frustrating experience, I think physically going to the store is the best way to go. I have been through over 5-6 calls 30+ mins phone conversation with different CSs and each of them tell me a slightly difference version on how JOD program supposed to work. I am glad this saga is over (for now). Thanks.
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Yeah, when I preordered I was willing to pay the $200 to jump from a 16 to 128GB device, and when I got my email confirmation it was listed as $0.00 payment, and they bumped me to overnight shipping. I am eligible for the $15/month promotion, as I joined JOD on 8/22; but I have a feeling I will have to fight a little for that promotion.
 
Maybe change the title of your thread now.......you just spoke with a very ill informed CS rep. Glad you got it all sorted out.
 
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masayako said:
Good point about the monthly rates. I was told it will remain the same. But, nonetheless, I will definitely look into this, just in case. Based on this frustrating experience, I think physically going to the store is the best way to go. I have been through over 5-6 calls 30+ mins phone conversation with different CSs and each of them tell me a slightly difference version on how JOD program supposed to work. I am glad this saga is over (for now). Thanks.
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It took about that much effort, maybe more time, for me to get three phones ordered. I have tracking numbers for all of them, so I can be happy about that at least.
 
So...forgive me. :) How much does it cost to have Tmo Jump On Demand? I considering giving it a go. Thanks!
 
For my 6s+ 64gb, it's $38.xx - $12 (trade-in credit). So, it's about $26.xx per month
 
Upgraded yesterday from 6 to 6S at T-Mobile. Not a problem at all. Had the 6 for maybe 2 months. Jump lease program.
 
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