I am trying to do a trade in for a order I placed over the phone at Cell Phone Trade In | Trade In Your Old Phone For A New Phone | T-Mobile
I entered my order number and phone number, and on the next page there is a "Phone or tablet Estimate tool" where I have to enter the IMEI of my trade in device. I tried the IMEI for 4 difference devices I owned and it always give the following error message:
Our apologies.
Based on the serial number you've provided, your device is not eligible for trade-in at this time. If you have further questions, please call Customer Care at 1-877-746-0909.
I tried calling that number couple times and agents just kept on telling me to do the trade in at a local store, I tried doing an online chat and got the same response. I read on other thread that local stores cannot do trade in for online/phone order and told the agents that, but they insist that local stores can do it. So I went to a local store that the agent provided for me (make sure it's not 3rd party), and sure enough the folks at the store said they can't accept trade in for online/phone order. The only way for them to do it is to cancel my existing order and re-order at the store.
I already gotten my new phones and ported over my number, having to cancel and ship back the phone is just a lot of trouble. Did anyone experience similar issues? I found other thread on this topic, but none of them had a resolution to it.
Thanks