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MHFOURTEEN's profile

2 Messages

Thursday, April 18th, 2024 3:55 PM

iPhone 14 Pro Max returned and erroneously counted as damaged

I sent in a 14 Pro Max as trade in and received an email today that it was counted as damaged and I will receive a $90 credit and therefore a charge of $660 on my next bill. I carefully read the trade in terms before sending in the phone and it met all conditions. The phone did have a scratch on the front screen but no chips or cracks and it worked perfectly. I called the number in the email this morning and received no help, they only reiterated the policy.  The customer service person I spoke to this morning was not proficient in English and tried to state credits and payment terms but it was not understandable they way she articulated it. She said the phone cannot be returned and there is no other option. There is no other number to call or other avenue for recourse that I can see on the website. I have been an AT&T customer for over 20 years with no issue, and have purchased more than a dozen phones from them in that time. I find it ridiculous that there is no other option. I asked if they could return the phone as I can easily sell it for $800+ privately - it was the highest end, largest gb size phone. If AT&T does not assist in this matter with a more reasonable approach I will pull my account and all my phones from their service.

Accepted Solution

Community Support

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232.1K Messages

1 month ago

Hi @MHFOURTEEN,

 

We hear you, and let's get the help you need. 

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help. 

 

Hope this helps! Feel free to revert for any further questions. 

 

Thanks for visiting AT&T Community Forums.,
Gary, Community Forums Specialist.

Accepted Solution

ACE - Sage

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117.6K Messages

1 month ago

FYI, please use the correct term: Next early upgrade with return to AT&T

Trade-in has to be paid off and go to a completely separate business 

2 Messages

1 month ago

Thank you, I have reached out via Twitter messaging. I have called customer service twice and they said once it's logged into the computer there is nothing they can do, and gave me no further options.

ACE - Master

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10.6K Messages

1 month ago

File a BBB complaint.

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