According to an article by Mark Gurman, T-Mobile has been wrongly rejecting requests from customers who purchased new phones. T-Mobile acknowledged the problem and said it was being fixed.
Gurman traded in his old phone for a new one, and he experienced the problem. He was promised a $790 credit from Apple for trading in his old phone for a new one. Getting the trade-in credit from Apple was quick and easy, but T-Mobile denied requests from Gurman and people who made similar iPhone upgrades.
T-Mobile rejected Gurman's request for an iPhone rebate last week. T-Mobile denied the denials of about 20 other people in the replies to Gurman's tweet.
T-Mobile denied our two promo's as well without even so much as a text to let us know, according to one of those people.
T-Mobile gave a vague reason for denying.
Gurman was unable to get a $100 Apple Watch rebate from T-Mobile. He heard from many people who had the same problems with T-Mobile or the other company. He wrote.
Customers complained of suffering through long phone calls with carriers' representatives and being transferred to Apple customer service. I was told that the Apple Watch promotion didn't exist.
>
I and many other users found out that the iPhone 13 was also denied. "Apple returned as ineligible."
>
The carrier verified that terms were followed correctly. T-Mobile was able to fix the issue on my account, but I am worried that this may be a problem for other people.
Advertisement
T-Mobile promises a fix.
Gurman wrote that T-Mobile acknowledged that the issue was caused by a bug and that it was in the process of fixing it. T-Mobile will contact customers who were wrongly denied a rebates via text and will make sure they are Enrolled, he wrote.
T-Mobile said that it intends to make any needed improvements to the overall offer experience, and that it never wants anyone to feel like those terms are confusing or hidden.
We asked if T-Mobile would reach out to customers who were wrongly denied a rebate. Customers may want to contact T-Mobile again if they don't get an update from the carrier.
Some readers said they received a lump-sum account credit after calling customer service. Gurman wrote that others are having trouble.
T-Mobile didn't give any details about the bug that caused the rejections. A small number of people who redeemed through Apple were impacted, but the issue is fixed.
The customers hit the roadblock.
Some customers say they have been wrongly denied the rebates. Gurman said that he heard from many buyers of the 5G iPad Pro who said they never received a rebate and that he provided the carrier with 13 claims on social media from customers who said the rebate didn't work for them.
The promotion is working for eligible customers, according to the company. If we get more information, we will update this article.
Multiple hourlong phone calls with T-Mobile.
Gurman's troubles with the $100 Apple Watch Series 7 rebate began a few weeks after he submitted a request. The product wasn't activated during the promotion window, so my claim was denied. Gurman wrote that this was false.
Gurman said that he had had multiple hourlong phone calls with T-Mobile customer service. He wrote that the issue was fixed after talking to T-Mobile at the corporate level. The fine print of the deal requires the opening of a new phone number, which was why my rebate was denied.
In October, Apple announced that customers can buy Apple Watch directly from Apple.com/store or at an Apple Store and get $100 back when they purchase it with T-Mobile, SPRINT or vilified. Gurman would have had to pay for a second line of watches with no connected device for three months in order to receive the offer. T-Mobile gave Gurman the rebate as well as the similar problem with the iPhone.
