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Online store does not allow purchase from physical store
We spent hours with customer service trying to replace the phone of one of the users on my account who was robbed while travelling. No phone - no ID, no credit cards - one would think we could purchase the phone for them to pick up at the local store... nope. The page for the local Los Angeles T-Mobile store has the phone in-stock, as does the online store. When initiating the purchase for the phone online (or T-Life app) and setting "pick-up at that store"... no stock is shown. Not sure if it is a bug or a feature considering the number of related complaints online. 2+ hours of customer T-Mobile customer service, 2 calls with the wrong information provided (stores do not take card information over the phone and can't bill to the account) , and a third to request escalation did not help resolution. The support team hid behind their procedures and verifying the user was an authorized user. No solution. As for the in-store pickup issue, the scripted answer was "it has to be shipped"... brilliant. This can't be the first time someone gets robbed while out of town. An alternate ID verification method would be very useful in this case. Furthermore, if a phone shows "in stock" at a store and the online store offers a pickup-up in store option, one should be able to make the purchase online and complete the activation in-store if necessary. "Deliver to store" which is what customer support described is an entirely different feature. We had to Fedex an ID and cash so they could get a phone using the payment plan to minimize cash outlays; the solution proposed by the store (Kudos to the T-Mobile La Cienega & 4th store). With hindsight, we would have bought the phone in our hometown and Fedexed it - old school. Overall, this purchase was a disastrous customer experience in time for us and T-Mobile.
UPS broke trade-in, T-Mobile said too bad
I finally upgraded my pixel 6 phone and got a notification. That I wouldn't be getting the trade in deal because the phone was broken. It was not broken when I sent it back. After calling they sent me a picture and the screen has chunks missing out of it. They said they spoke to their warehouse and the box wasn't damaged though when I informed them that the device wasn't sent back in a box but a padded envelope, they glossed over that. As a 20 year customer I am now being told I owe them $500 and no one will actually help me I am just being accused of lying. I am incredibly frustrated and just want to bring attention to this.
..no long-time loyalty for sprint, now tmobile customers
..not only does tmobile do billing practices the same as att, locking down your account to basic inquiries or changes even if the bill was due just the day before, but more importantly they care nothing for the loyalty from the Sprint customers they acquired in the by out of Sprint. I was with Sprint for years before they changed to tmobile. I have NEVER had to put money down on ANY upgrade I did with Sprint NOR did I have to renew to a contract just to get any phone special. ..the tmobile rep i spoke to recently became quite unprofessional during the conversation and simply said "because you have not history with tmobile"! I almost dropped my phone. And its ironic that the over 380K followers I have as a Google Reviewer, many of them have run across similar "customer service" situations with tmobile. As many of them have stated, they ported their number(s) to another carrrier. Perhaps I should consider the same. I posted almost the same on my X and tmobile responded almost immediately literally guaranteeing they could get me into the phone of my choice with no moneys down. Once I mentioned I was once with Sprint, he never replied back. FascinatingTrade-In Agreement Expiration Dates
Hello, I was in the process of finalizing my upgrade order when I reviewed the trade agreement paperwork. I noticed that the Trade-In Program Device details indicate that the expiration is tomorrow. Concerned about potentially forfeiting any promotional value if the devices are not returned by the expiration date, I exited the order. Are expiration dates for some promotions only 24 hours? Could there possibly be an error in my documentation? Thank you for any insight you can provide.
Print label to return phones due to upgrade promotion. Where is the link?
I need to know where to be able to print the return label for two phones iie to upgrade promotions for them. I got an email that said I can log in to print them from the t lite app but after logging in there is not a link to download the labels anywhere.
Cancel trade-in and keep new phone
I upgraded to an iPhone 16 and setup to trade in my iPhone 13, but after finding out Apple won't be doing any security updates on older devices, I started considering keeping the 13 for my son. Is it possible to just cancel the trade in and just pay the higher monthly installments on my new phone?Purchased this morning - Need help regarding - Prepaid card validity
This morning, I purchased an unlimited prepaid plan card, I paid $60 + taxes from a T mobile store in Tampa. Do I need to pay $60 again on the 30th? I just received an SMS, saying - Your T-Mobile plan will change on 01/01/2025. Will appreciate any help/clarity on this, thanks and Seasons greetings. BR - Thomas
