Actually this has been an extremely long and frustrating story so I would really be appreciated if someone at t-Force can help.
I received an email from T-mobile titled "IMPORTANT LEGAL NOTICE REGARDING YOUR TELEPHONE OR DEVICE PURCHASE", and it's about some agreement between WA State Attorney General and T-Mobile. In this email it said I have some opportunity to return a phone that I purchased on 2-year installments previously if I call T-Mobile within 30 days. So I called to return my phone (for better flexibility). However, during the call, the CS representative I talked to keeps saying something about 30-day period from date I received the phone to return it (I live in CA), but not 30 days when I received this email. So I tried to explain the email to him for about half an hour, and finally get the return set up. I was told that T-Mobile will send me a shipping label so that I can return the phone and I have 14 days to do that.
After a week, I have received no shipping label at all. So I called 611 again and this time, the CS rep told me that since I had only 14 days to ship the phone, I may as well ship it by myself to the warehouse and T-Mobile would refund the shipment fee later. So I asked the address and shipped my phone via UPS, meanwhile purchased a phone on my own. Then the real nightmare began.
When I confirmed that UPS delivered my package to T-Mobile within the 14-day period via tracking, I called 611 again, giving the CS representative the tracking number to see if they got my phone and was told that it will take up to one week to process. However, after a week, the EIP was still on my account and this time when I called 611 and giving the tracking number again, the CS representative said that it might take up to 30 days and I would get notified when this was done via SMS or email.
And I received NOTHING. When 30 days were up, I called 611 again. This time the CS rep said he would start an handset research to check if the phone was there and I needed to wait for 3 more days. Later I tried to follow up via online chat, however, the CS rep didn't appears to know the ongoing research and proceeded to start a new one. After 3 days I received two emails about the research, saying that they didn't receive the equipment. So I called 611 again saying UPS said they have delivered, how this could ever happen. The CS rep asked for my tracking number (again!) and said that she would put that in the research form and I needed to wait for 3 more days.
While later I called about this issue about 4 times, I didn't receive anything from T-Mobile about this issue anymore. Two weeks ago when I called I asked to talk with the manager and the CS rep said her manager would expedite this issue, and she would call me back within 6 days, and at that time even the research result is still negative her manager will proceed to process my refund and EIP removal. When I asked then why I still need to wait for 6 more days since I've called so many times already. She said she "just want to make sure", and even arranged the specific time, saying that she'll call by that time.
Then that time passed, and I heard nothing. I called 611 again and this time the CS rep said that she saw the arrangement and wondered why didn't that happen (why ask me). She also gave me some other conflicting statements, like she said she didn't see any records of supervisors being expediting this issue while her supervisor "will expedite for sure", or CS reps "cannot process my refund and EIP removal" (what happen last time I call, then?), but can escalate this to some level and "we are not there yet" (how many calls do I need to get there?). Since she even gave her name and badge number I decided to take another chance to wait for another 3 days.
And now 3 days are up again and I still hear nothing. I will keep calling and asking for supervisors but really, does T-Mobile have any ways to keep such promise (the latest CS rep can even saw the arranged time of call before I confirmed, so I guess there is something in the track)? And what's really happening here? If the phone get lost during the shipment, shouldn't they tell me that earlier so that we can start investigating? If t-Force can help to get the issue better tracked, I'd be appreciated.
During all these calls, whenever I heard a CS rep thanked me for being a loyal customer for 5 years, I just cannot resist that thought: "and this is how you treat loyal customers?"