So, when we last left our hero, I decided to upgrade my phone. My Motorola Razr 2024+ arrived quickly and painlessly, and it was time to return the Samsung Galaxy S22 Ultra and fulfill my end of the trade in. Now, to recap, my new phone did not come with a shipping box. Just the prepaid UPS label and a padded envelope. An online chat via Twitter (I refuse to refer to it as X) revealed that I could just take the phone and the UPS label to any T-Mobile store and it would be taken care of. So that was my course of action, planned.
It didn’t turn out that way. Looking up Google Maps all the closest T-Mobile stores were at least two buses away (I decided to go with Corporate stores, and not ‘Authorized Retailers’). I also needed a Target run, and a shoe run so I called my sister (who has the wisdom, the counsel, and the driver’s license). So during my errands, we showed up at the first T-Mobile location. And I was told the wait would be over an hour (this was an hour and half after the location opened). There is no difference between and hour+ wait time and being outright turned away. So I left, and continued with my other errands.
The next day, I left the house at 8 am. Arrived in Federal Way, and went into the Federal Way store. No line, so I was seen right away. And turned away promptly, as my ID was expired. I was then told to go to UPS instead (remember that I wasn’t given the shipping box to return it to begin with). All this time, I was under the impression that this would’ve been a simple drop off. So a 20 minute walk later, I was at the UPS store, and I paid $16.80 out of my own pocket to ship the phone back. Left the house at 8. Didn’t return till after 1 pm. All just to return 1 phone.
So that Tuesday night, I left 1-star Google reviews for both locations (turning customers away is never acceptable), and then I launched an Executive Email Carpet Bomb. I wasn’t seeking anything, but just to let them know that as a customer I felt unwelcome at two of their stores. And also to point out the problems I had the last time I UPS’ed a trade-in. They said there wouldn’t be a problem this time.
And this could’ve all been avoided had they included the shipping box to return the phone in the first place.
T-Mobile still sucks.