I ordered the Samsung II (via phone support) and decided I wanted the samsung III well within the 15 day grace period. I returned the phone (Samsung II) via UPS a few days later and I packaged it personally at the UPS store and mailed it from there.
I shipped the Samsung II to the T-mobile warehouse two weeks ago (tracking number confirmed it) yet after repeated calls over two weeks they kept saying it was returned but not processed, and this could take up to 30 days. (When I first called they said it would e a very quick turn around of a day or so!)
Today, I went into the store and the lady that helped me was great and called Tmobile for me as my weeks of calls produced NO help. Well NOW T-mobile is saying they received the package but that the phone wasn't in it! I physically packaged it myself in the UPS store and was very careful to do all steps and I sealed it in front of the UPS clerk. (Furthermore, it took two weeks for Tmobile to decide the $499 phone wasn't included? No way.) AND they even say the phone was never used (which isn't true...I used it for 4-5 days so even this record keeping is wrong).
T-moile says to contact UPS but this is NOT a UPS issue...UPS successfully delivered it, Tmobile received it, and then the Tmobile warehouse lost it or messed up the order somehow, and Tmobile is billing me for the phone and plan that I can't even use.
I've heard others have had problems with the warehouse losng phones or messing up the orders...does anyone have any advice?
I've loved T-mobile but I NEVER had a problem of this magnitude with Verizon. I am intensely frustrated as I've been worrking on this for 3 weeks with NO solutions on the horizon, yet the bills are certainly being managed on time. And yes, all future orders I will do in the store, but I am not paying $400 for a phone their warehouse lost. Yes, I bought extra insurance but UPS is not going to cover something Tmobile lost---nor should they.
If anyone has had a problem with Tmobile losing their returned phone and was able to fix it, I'd love to know what course of action got this resolved for you.