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sky32015's profile

Tutor

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4 Messages

Wed, Dec 10, 2014 6:31 PM

Trade-in value issue

So I took advantage of the iPhone 5 trade in promotion while upgrading to the new iPhone 6. My phone was in excellent condition! So I am obviously expecting $200 which is more than fair. When I received my card, I went online to pay my $237 monthly cellphone bill and the original balance of my "promotion card" was $27.37- nowhere near the $200! Obviously, I called At&t who told me to call the promotion services department. I was told by the promotions department that my phone would not power on when they went to check it. I said that maybe the battery died. I was told that it was charged in the warehouse and still would not power on. Total crap!! The woman proceeded to tell me that my account shows that the promotion card should have been for $150 and not $27.37. So if my phone would not power on, why would you offer me $150?? She didn't know what to say. I asked to speak to a manager. She said no one was available! I then asked her to send me back my phone because this is a total scam. She said once it reached the warehouse there was nothing she could do. She said she would have a supervisor call me within 24-48 hours. I waited 3 days and no call. I called back again and went through the same process. No manager was available, someone would call me back. Days go by no one calls me back. I called again 3 days ago- and still noone has called me back. This is a total scam! I am contacting the Better Business Bureau today. By law someone will need to call me back within 14 days. I suggest anyone dealing with this issue contact the BBB as well. We have been loyal customers for years and spent thousands and thousands of dollars. I wish I would have known how they treat people prior to renewing another 2 year contract. Better believe I will be leaving this phone company as soon as I can get out of this contract. 

 

[Subject edited for better exposure]

ms_unicorn

Former Employee

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4.9K Messages

7 y ago

Hello, sky32015!

 

Thanks for posting. I'm so sorry to hear about your recent trade-in experience. We would be happy to investigate further, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.


You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

bizhui

Scholar

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457 Messages

7 y ago

Yes, that's what att does. 

Tutor

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4 Messages

7 y ago

Update: I contacted the AT&T rep per her request today(12/10/14) at 3:26pm.

I sent a reply today (12/10/14) at 5:02 pm. I just recieved a reply via email from a rep at 5:18pm to set up a time to talk by phone. I will provide an update after the phone call. 

Tutor

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4 Messages

7 y ago

2nd Update: Spoke to the AT&T Social Media Manager, Tachelle, last night. She actually listened my complaint and apologized for the inconvenience. She corrected AT&T's error by crediting my account the amount that was owed to me (full $200). I am happy that this issue was finally resolved after weeks of frustration. However, I am still bothered that it needed to be this complicated. I am sure there are people out there who try to take advantage of the mail in trade in program by sending in broken phones trying to get $200. I am sure that happens all the time. However, for people who are honest and naive like me, go to the store and do it in person. Lesson learned, I will never do this again. Additionally, I didn’t have to go through with filing a complaint with the BBB. So posting my complaint on here resolved my issue faster and easier than I thought it would. Thanks Tachelle!

GeekBoy

Master

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4.1K Messages

7 y ago

I'm glad you were able to come to a resolution to your problem with AT&T. I'm more happy that you came back and let us know. I'm sure that more people are able to get problems resolved, but they just don't come back and tell us that.

Contributor

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1 Message

7 y ago

I just got back from an ATT corporate store trying to recify the situation and then read this forum. I had the exact same reply. I got $27 instead of the $200 I was promised and told the phione would not power up and that because they have thousands of phones coming in they cannot charge them? Are you kidding me. My phone was in new condition and worked perfectly right up until I put it in the box to ship.

Tutor

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4 Messages

7 y ago

@Anonymous  The woman we spoke to last night said that if this should happen again, call AT&T customer service- not the promotion line- and ask to speak to a manager there. We didn't try that so maybe it could help you? If that doesn't work- I would contact the better business  bureau. You can fill out a complain online. Or before trying the BBB- try to click on the AT&T customer support person who first posted on my post. Where it says "click here". I was able to send a private messge that got the ball rolling. Good luck!!

Contributor

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2 Messages

7 y ago

This exact thing has happened to me. I was told that I would recieve this value when I purchased iphone 6 and now value has dropped trememdously. I just switched to AT&T and can't believe that there are more problems I have gone through with them then my previous carrier. Its like a Bait and Switch Tactic...just plain ridiculous. I think I am also going to file a complaint with BBB as many customers are going through the same thing. Not acceptable. 

Contributor

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2 Messages

7 y ago

Forgot to mention I spent 4 hours at the store yesterday on top of that 1 hour on the phone. Apparently there is nothing they can do....

Contributor

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1 Message

7 y ago

Same thing happened to me.  I traded in a iphone 5s for $300 on 11/19.  I thought it was lost in transit but I finally reveived my promotion card for $300 on 1/6.  tTen on 1/22, I received an email that the phone would not power on and they had reduced the card to $38.70.

 

I call the att customer help desk and after 20 minutes on the phone, they said they could not help me I would have to call the number on the att trade in program 888-445-6005.  I waited for an hour but no person would answer the phone..  only I am sorry about the delay, please wait..

 

This is a total scam and a rip off the iPhone 5s was only 4 months old.. 

 

Do not trust this program!.   sell on eBay or go to a store to trade in..  this looks like it has been contracted out to a shady company that is profiting off unsuspecting people that think that this is a honest program with integrity.  It is not..

 

Beware and do not trust this program.

Contributor

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1 Message

7 y ago

Same thing just happened to me.  This time, I was given $17.10 instead of the promised $100 and the lame excuse du jour is "bruised/missing pixels."  This is completely fabricated in order to get out of paying what they promised.  My phone was in like new condition and, like many on this board who are complaining, I'm very picky about the care of my phone.  I even went beyond by sending it back in the original box with the charger and cable.  I was actually on the fence about turing the phone in since I thought I would use it in WiFi mode and for music, photos, etc.  If I had known what I know now (or read the LARGE number of complaints here and online), I would NEVER have sent it in.

 

It is a shame that a major corporation like AT&T would purposefully gives itself a black eye through this very shady promotion.  And the really sad part was that they are not even giving cash - they are giving a credit for the AT&T Store.  They are actually hurting their own sales.  When I found out about the pittance I received, I was preparing to go the the store to put it toward a Pebble Steel watch.  They likely would have made money from me.  As it is, they only have a very dissatisfied customer who likely leave for a competitor when my time is up.

 

Finally, I just perused the AT&T conditions for the buyback program and saw this:  "You will be notified via email of any discrepancy in the device condition, specification, or other representations made by the customer..."  Was ANYONE on this list notified of any discrepancy in the condition of their phone or did you find out only after they received their card and followed up to find out why the credit was so low?  This sounds like a breach of the agreement to me.

 

I have requested either the full amount promised or a return of my phone.  I'll update as I learn more.

Kmiller72

Mentor

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30 Messages

5 y ago

I fell for the same trick! There was a promo for trade in iPhone 6 for an iphone 7 and get 650 in credits over two years. So I filled out the online form and did two iPhone 6's for two iphone 7's. I never heard anything so I found their web site to look up the valve and it said 145 for one iphone and 28.80 for the other and thats Crap! Both iphones were in perfect condition, no scratches or marks or cracks of any kind and they worked great still like new. So I can't figure what the deal is. I called them and they said that one had find my phone on which it did not! Then they had me talk to someone else and they said no find my phone isn't on its just not in what they call perfect shape which is also ridiculous. Then a third person told me no its fine but the phone is just locked, I told him that I reset it to factory and just says Hello and Hola and he said well your right it can't be locked then and to call back in a couple of days and maybe the warehouse will update the info. Att customer service told me to tell the att rebate center to send my phones back to me and they said they don't control that and can't and ask Att customer service to send the phones back to me. I just keep getting sent to different people and none of them have a clue with what's going on. I was true and honest and sent my phones to ATT and they are not being true and honest to me. I just couldn't believe that ATT would scam me! I have been a loyal customer since they bought out Cingular but now I just want my old phones back and to leave to any Company but this one!
Kmiller72

Mentor

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30 Messages

5 y ago

ACE - Sage

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90.4K Messages

5 y ago

Kmiller72

Mentor

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30 Messages

5 y ago

Ok I'll correct that. ATT's customer service didn't have a clue how to help because ATT Corp isn't giving them the info they need to properly help the customers. I have talked to so many different ATT staff at the store and on the phone and they are very nice and understanding but can't help me and I get totally different answers from each person. Some say everything is good to go with one iphone and don't worry the credit will be there in 3 billing cycles and others say no somethings not right but you should get an email, but the email never comes. I'm don't like being out two great iPhones and having to get stuck paying for two new iPhones. I would have kept or sold my iPhone 6's myself if I knew that I was going to get stiffed on them.
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