2 Messages
Mobile trade in nightmare
This is one of the worst customer service i have ever experienced. I purchased two new iphone 16 with and traded in two. One of the trade in went smooth but the other one not so much. Initially i got a email saying the find my iphone is not turned off, even though it was turned off and i took a photo of it before mailing to them as i have heard about many stories of having issues with trade in. Then i called the customer care multiple times and they were nice and told me not to worry, it all fine and ignore the email. Then a month later with out any notice they send the phone back stating that the trade in was rejected, Then again i called the customer care and after narrating the whole issue again they were nice again and told me not to worry, send the phone again using the same label and they will resolve it. I sent it back in Jan and no status update for couple of months. In the mean time i called customer care so many times, spent so much hours and telling the same story to multiple representative. Everyone assured its all fine, that they checked the ware house and issue will be resolved, that they have the phone and its all good. Then during the month of march they closed the ticket with out any explanation, then i asked them why and again created a ticked and the ticket was closed the next day. And after that when i call, they are saying the its not eligilble now or the offer is over and different reasons everytime, Even though i followed all the steps that were told by the representative they are closing any ticket that i raise, So no help on the phone, tried to walk into store and asked for help and they simply said they cant help. Asked them when i can raise a complaint and they simply told me to call the same customer care number which i tried so many times. Now not only they are not honoring the trade in and also took my old phone and not returned. This is a total scam and waste of so much time. Is there any where else i can get help. my next plan is to raise a complaint is better business bureau and FTC. if any else faced and resolved similar kind of issue, please help by sharing how you got the issue resolved. At this point i am not worried about money, but feel like i was scammed and planning to buyout the contract and move my services.
XfinityShawn
Official Employee
•
1.4K Messages
1 month ago
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user_wfkg4v
2 Messages
1 month ago
Update : some one from the customer care contacted me through the chat, and i was told they cannot help on this again but they did raised a ticket to the corporate office. Then got a call from the corporate office and the issue did got resolved after checking the history of the issue and call notes. The corporate office did listened to my issues, pulled all the call history notes and did honor the tradein, i was told that the tradein credits will be refleted in my current bill. Though it took 4/5 month, i m happy that the corporate office was able to resolve this issue. It should not be this hard for customers and they dont have go through this ordeal but i am happy and thanks to team who resolved this.
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