UPS lost my returned iPhone 6S, T-Mobile giving me a hard time

Discussion in 'iPhone Tips, Help and Troubleshooting' started by myrtlebee, Nov 10, 2015.

  1. myrtlebee macrumors 68000

    myrtlebee

    Joined:
    Jul 9, 2011
    Location:
    Baltimore-Washington Metro Area
    #1
    Please understand that this has been a 3-week ordeal with countless hours spent on the phone with probably a dozen plus customer service reps, supervisors, etc. I know this is long, but if anyone could help me I would appreciate it so much.

    Purchased an iPhone 6S from T-Mobile last month. Opened it the day it arrived to me, October 20. Immediately decided I wanted to return it for a refund. Put it back in the packaging they sent it to me in (which was only a plastic gray bubble mailer with the phone box floating around in it - in which you could see the outline of the box - with large labels proclaiming there were lithium ion batteries inside. I don't know what kind of packaging would scream "I'm an iPhone, steal me" besides that, but I wanted to send it back the way it came to me). Anyway I affixed the prepaid return label they gave me to it and personally dropped it off that day - October 20 - to an Office Depot UPS dropoff location. I even got a dropoff receipt.

    The item was scanned for a "pickup scan", but no subsequent scans were made after that. I called and had T-mobile perfom an investigation, as well as called UPS to have them perform an investigation. T-Mobile finished first, and said someone was using the phone, so they halted their investigation and refused to communicate with UPS so that UPS could complete their own.

    I called yesterday and finally reached an executive customer service representative by calling the phone number to the president of T-Mobile's office. She was sarcastic and called me "my friend" the entire time, but I wouldn't have minded that if she didn't go on to insinuate I stole the phone myself.

    First thing she says is someone is using the phone starting on October 29 and that she can see what carrier it's on and more info but cannot tell me... Obviously it isn't me. I told her go ahead and track the phone, do anything you want, but I do not have it.

    After huffing and puffing, she calls UPS while I'm on hold and comes back as if she's discovered something to pin me down with - she said they told her the weight of the package was less than what she thought it should have been (even though tracking it online says the package weighed 1.5 pounds and my receipt from dropping it off says 2 pounds). An iPhone 6S in box weighs a lot less than 2 pounds.

    I let her know I did not appreciate her insinuating that I didn't ship the phone back. If I was going to steal a phone, why the **** would I be pestering T-Mobile for a $154.00 refund and to cancel my line of service? Why would I be telling her I am open to the police getting involved? And even more importantly - UPS lost the package. How would I have orchestrated that?

    After refusing to give me the device's serial number so I could file a police report, she said usually their policy is that they refund the customer whenever they get the phone back. This after I was told not to worry - I would receive my refund if it was lost - by numerous other representatives. Apparently this policy changes when T-Mobile sees someone is using the phone. Why should I not receive my refund - the return was lost by their shipping partner and apparently stolen. Why is this on me?

    She said she opened another investigation with UPS and will personally call me back on the 20th. I really don't know what to do at this point. They are already sending me bills for service I'm not using for a phone number that isn't even in use. They put a hold on my statements so it doesn't go to collections for 14 days, but if they don't find this phone, am I still liable to pay service charges and installments on this device? This makes no sense. I have never brought anyone to court, and don't even know the first steps to do so.
     
  2. eyoungren macrumors P6

    eyoungren

    Joined:
    Aug 31, 2011
    Location:
    Phoenix • 85037
    #2
    I don't believe I can help you at all, but I do have one question. Did you pay full price for the phone?

    I ask this question because my understanding is that if you entered a lease, the phone is locked to T-Mobile. You said she can see what carrier it's on. Now, if you did not pay full price, you entered a lease and the phone is locked then the only carrier she could see this phone on would be T-Mobile. Any other SIM card would be rejected. So, if she TRULY is seeing activity on this phone then it would have to be on T-Mobile and it then follows that they'd have the person's number and account.

    So, why isn't she going after them?

    Now, if the phone IS unlocked and she is seeing activity on whatever carrier then I still wonder why she is not pursuing that. I don't get how she can see activity on any carrier but T-Mobile.

    Misery loves company though…

    Currently I am STILL waiting for T-Mobile to scan in my trade it. An iPhone 6+, I sent it in five weeks ago. I am told that T-Mobile has possession of it and that it is in the warehouse - but still no scan. I suspect my current bill is whacked because it looks to me as if they charged me the credit they initially gave me for my wife's iPhone 6 and our two Android tablets.

    I had to return a Cellspot last Friday because they sent me the wrong one. I have a UPS store receipt with a tracking number and the last update says it's still sitting at the UPS store.

    The replacement CellSpot they sent me had a flashing power light. Some research indicates that this is possibly because it was provisioned incorrectly. I'll have to call customer service and ask about it.

    I'm just glad that 16 years with Sprint has hardened me to all this and so I'm really not being disappointed by what's happening.

    However, in comparison to your issue mine is not that bad. I just hope they don't lose the returned CellSpot or that it doesn't sit around in their warehouse waiting to be "scanned in".
     
  3. myrtlebee thread starter macrumors 68000

    myrtlebee

    Joined:
    Jul 9, 2011
    Location:
    Baltimore-Washington Metro Area
    #3
    Thank you for your response.

    No, the iPhone was on the monthly financing to pay an installment every month. All I did was turn the phone on when I got it. I did not care for the screen, so I sent it back. I don't even know how to unlock a phone.

    I'm sorry you are going through a tough time with T-Mobile too. I am surprised because 5 years ago I had them for service and everything was great. No problems at all. Had Sprint many years ago and the coverage was awful. Was on AT&T and it wasn't too bad. Had problems with Verizon (my current carrier) in the beginning, but since has been okay.

    It seems to me nobody ever knows what they are talking about whenever I call customer service anywhere. How is it that you can call 5 different people at the same company and get different answers every time? People have forgotten how to listen to what the customer is telling them, and simply go by their own assumptions and misunderstandings.
     
  4. eyoungren macrumors P6

    eyoungren

    Joined:
    Aug 31, 2011
    Location:
    Phoenix • 85037
    #4
    Then the phone is locked. Which means the only carrier it can be used on is T-Mobile.

    Which means that person you spoke with is either lying to you or knows it's being used on T-Mobile under a different SIM. In which case she'd have access to their account info.

    I think you're being lied to because UPS lost the phone and for whatever reason T-Mobile cannot recoup the cost from them. Easier to try and gouge it out of you.

    UPDATE: Between last post and now my return finally got picked up and entered the UPS system. Either UPS sat on it for 2.5 days on purpose because it's a 5 day shipment or someone finally realized it hadn't been shipped and now it's been turned into 2nd Day Air. I'm betting on the latter.
     
  5. myrtlebee thread starter macrumors 68000

    myrtlebee

    Joined:
    Jul 9, 2011
    Location:
    Baltimore-Washington Metro Area
    #5
    I am so pissed. What should I do?

    Glad it is moving
     
  6. eyoungren macrumors P6

    eyoungren

    Joined:
    Aug 31, 2011
    Location:
    Phoenix • 85037
    #6
    I would tweet John Legere. That's the usual way I've heard of some of these more thornier issues getting resolved. Keep in mind I've only been with T-Mobile a month so I don't know a whole lot.
    Me too! Thanks!
     
  7. myrtlebee thread starter macrumors 68000

    myrtlebee

    Joined:
    Jul 9, 2011
    Location:
    Baltimore-Washington Metro Area
    #7
    Okay, thanks. I don't have Twitter, but I will have no problem signing up now!
     
  8. eyoungren macrumors P6

    eyoungren

    Joined:
    Aug 31, 2011
    Location:
    Phoenix • 85037
    #8
    If you don't get very far with that, visit the T-Mobile reddit page. There are a number of T-Mobile employees that are active there and some of them are part of the teams that deal with difficult cases.
     

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