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T-Mobile iPhone 7 Trade-in to Coppell, TX Status Thread

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Hi all, I'm starting this new thread for those of us who traded in our previous iPhones to the Coppell, TX facility. This has been very frustrating for me and a number of us. Misery loves company...please pass along your experience as well. Thanks!!!





Here's the most recent update on my experience:

I just called T-Mobile (again). First, the lady says sorry for the misinformation, but it can take 2-3 billing cycles to process the trade-in (B.S.). I told her that people that sent to the York, PA facility are getting notifications within 2 days and credits showing on their accounts. Yada yada yada, they have an "investigation" open to check on the traded in phones and I should now hear from them on Monday 10/10.

Tracking per my RMA numbers shows my iPhone 6 correct serial numbers and the initiated dates of the trade, but no assessed value, tells me to mail in by 10/17, and a link to shipping labels to send to York, PA.

We should have a thread for any of us suckers that had our phones shipped to the Coppell, TX facility.

Again, here's my timeline for the initial order and trade:
9/9 - Pre-Ordered 2 iPhone 7 128GB devices
9/16 - Received both iPhone 7 devices
9/17 - Went to T-Mobile store in Crystal Lake, IL to trade in old iPhone 6 devices. They generated RMA #s and UPS label and they said they would ship the phones.
9/19 - iPhone 6 devices were shipped out from T-Mobile Crystal Lake store
9/21 - iPhone 6 devices were both delivered to the T-Mobile Coppell, TX facility
Created 10-08-2016 at 10:57 AM by dmk1974
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Joined Nov 2009
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#2
Stuck in the same mess too. Hopefully it won't be too much of a headache to fix.
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Joined Nov 2011
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#3
Yep .... We (as consumers) carries the Risks when we deal with T mobile .... will update status when I hear more (if any) from them next week ...
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Joined Nov 2013
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#4
A rep called me and left a message that they cannot locate my phone and was asking for the tracking number. First of all they sent me the freaking UPS label via email and secondly, I already spoke to two different Customer Rep and gave them the tracking number. They really messed us up by giving us the wrong place to ship our trade up phones and by not doing the right steps on the promotion.
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#5
This is just the worst. Of course I didn't get my promised call back yesterday so I called just now. The rep was able to see all the notes and know the story. She said the "investigation" resulted in the devices not being found at the warehouses (supposedly sent to both TX and PA, even though the shipment went to PA).

She is opening another investigation and I should hear back in 3-5 business days. At one point she indicated that if the phones are not found, then I am on the hook for the $1300 (between the 2 traded phones) that I should be getting the credit for. I about lost it on the phone, but kept my cool and told her that was definitely not gonna happen and they can take the 7's back and find me 6's again to use. Even said I may have to take it up with UPS as one point, but then she did confirm the UPS tracking numbers and saw they were signed for by someone at their warehouse, so WTF?

I better hear back good news and have this processed in the next 3-5 business days. Otherwise, I need to find the next level at T-Mobile to contact and get this straight. What an terrible pain in the a$$!
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Joined Nov 2005
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#6
Same here... UPS delivered to Coppell on 9/26, they open a phone searching request and then told me they cant find it. Free phone promotion turn into pay double for ip7, what a mess !!!

I think those send their phones to Coppell are pretty much screwed Frown
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#7
You guys deserve this for biting the bate. Free iPhone was never a good deal to begin with. I hope everyone ends up losing their trade ins and have to pay monthly for the new 7
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#8
Just to update ... call them today ... and they mentioned that will take 2 billing cycle (standard answer) and acknowledge that they received in their warehouse with the large volume (really?) with my two returns. So I asked her when I should be calling back to follow up ... she mentioned end of the month (since mine were received on 9/29). Will probably call back again on Friday ... :-) On hindsight, I should have waited or called a few times to confirm where the returned iphone 6 should go to and send me the paperwork (link did not appear in my account despite can see the trade in initiated on the T mobile app). Just have to keep calling and maintain your cool .... always a pain in the b*** dealing with T mobile, but usually, in the end they will resolve it. Press on folks ! :-)
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#9
Quote from YellowBello
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You guys deserve this for biting the bate. Free iPhone was never a good deal to begin with. I hope everyone ends up losing their trade ins and have to pay monthly for the new 7
Wow, you're an ass.
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#10
Quote from mvpexcalibur
:
Just to update ... call them today ... and they mentioned that will take 2 billing cycle (standard answer) and acknowledge that they received in their warehouse with the large volume (really?) with my two returns. So I asked her when I should be calling back to follow up ... she mentioned end of the month (since mine were received on 9/29). Will probably call back again on Friday ... :-) On hindsight, I should have waited or called a few times to confirm where the returned iphone 6 should go to and send me the paperwork (link did not appear in my account despite can see the trade in initiated on the T mobile app). Just have to keep calling and maintain your cool .... always a pain in the b*** dealing with T mobile, but usually, in the end they will resolve it. Press on folks ! :-)
I called in and they placed an escalated handset research ticket. I sent two phones to coppell. I never heard anything back and then I got an email that my account had been credited the $165 for each line. They also applied the monthly credit to both lines as well. You will get the credit eventually, but to speed it up just call them and be firm to ask for an escalated ticket.
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#11
Quote from mmash
:
I called in and they placed an escalated handset research ticket. I sent two phones to coppell. I never heard anything back and then I got an email that my account had been credited the $165 for each line. They also applied the monthly credit to both lines as well. You will get the credit eventually, but to speed it up just call them and be firm to ask for an escalated ticket.
So how long it takes for the credits after your phone delivered ? I'm glad right now..thanks
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#12
Quote from sinzzs
:
So how long it takes for the credits after your phone delivered ? I'm glad right now..thanks
You have to call. I can almost guarantee you won't get it otherwise. I don't think they ever found my phones I just think they had no choice but to credit me because it shows deliverered
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#13
I called today. They put an escalation to find my phone. will take 5-14 business days he said. I recommend everyone calling instead of waiting. he asked for my tracking number and imei number.
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#14
Quote from hysterias
:
I called today. They put an escalation to find my phone. will take 5-14 business days he said. I recommend everyone calling instead of waiting. he asked for my tracking number and imei number.
Typically, 72 hours is the turn around time .... I got mine escalated last Friday and they sent me email can't find one and the other is been used (IMEI reference to iphone 7) .... called again and she helped me again to ensure this time the request was with both of my iphone 6 IMEI instead (which is in their system) .... and Friday will know .... which of course, I am out of country on vacation ... will continue to update :-) Like I said .... just keep on calling till you get resolved .... Good luck folks !
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#15
Quote from dmk1974
:

Again, here's my timeline for the initial order and trade:
9/9 - Pre-Ordered 2 iPhone 7 128GB devices
9/16 - Received both iPhone 7 devices
9/17 - Went to T-Mobile store in Crystal Lake, IL to trade in old iPhone 6 devices. They generated RMA #s and UPS label and they said they would ship the phones.
9/19 - iPhone 6 devices were shipped out from T-Mobile Crystal Lake store
9/21 - iPhone 6 devices were both delivered to the T-Mobile Coppell, TX facility
Still no resolution for me. Just chatted with them (yet again). They assure me that I will hear back from them on 10/20. If not, I am calling on 10/21 and will raise to supervisors to get this resolved. This is a joke. I can't imagine many people actually had their traded-in old phones received by T-Mobile (for this particular promo) any quicker than me. It's been a month!!!
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