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bd445's profile

New Member

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3 Messages

Fri, Feb 11, 2022 3:37 PM

Trade-in program not efficient nor effective

End the trade-in program.  Seriously.  End it if it's not going to be operated efficiently or effectively.  I used the return shipping label that came with my new phone as instructed by the 3rd AT&T rep I spoke to.  I never did receive a trade-in kit that the first 2 reps I spoke to mentioned.  Send the trade-in kit with the new phone or just end the trade-in program.  It will save money, unless running a program that never sends the trade-in kit somehow saves more money.  The USPS is now reporting "Your package has a delivery exception" with the old phone that I meant to be traded in.  I'll never deal with an online upgrade ever again.  I'll just pay the full price, which I would have done anyway had the program not been offered.  Just end the trade-in program.  It will make everyone happier.  Seriously.

ATTHelp

Community Support

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192K Messages

5 m ago

We want to turn turn this around for you, @bd445! Let us meet in a Direct Message (DM) so that we can discuss that trade-in offer for you.

 

When it comes to sending in your eligible trade in device, you can place an order for those shipping supplies by visiting AT&T Trade-In Center. There, you will want to select Ask For Help in the top right banner of the page then complete the information under Request Shipping Materials to have your shipping packages sent to you.

 

Also, for information about AT&T Next Trade-In, see How does upgrading every year with AT&T Next work? View the section Other Trade-In Options where you will find these instructions:

  • Device Trade-in: Customers who own their device can trade it in and apply the value toward the new device cost in AT&T retail stores.
  • Down payment: Customers can put money down at the time of purchase to apply towards the new device cost.

Wondering what your upgrade options are?

  • Dial *NEW# (*639#) to check for upgrade eligibility.
  • Log into your account to see what is available to you! 

Don't forget to keep your eye on the DM so that I can provide support!

 

Lar, AT&T Community Specialist

ACE - Sage

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97.5K Messages

5 m ago

@bd445

Mistakes have been made, both by customers and AT&T.   But overall At&t has added a couple million connections and lowered its churn, making it well worth the few that go wrong.

New Member

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3 Messages

5 m ago

The cell phone was placed in the mail on January 26 in a package with the return shipping label, so I no longer have it in my possession.  According to the USPS tracking system, the package never arrived to its destination.  The status of the package is "Your package has a delivery exception".  I placed a Missing Mail Search Request with USPS on Feb 10.  I do not expect it to be recovered at this point.

dwill05

ACE - Master

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6.5K Messages

5 m ago

Sounds like a USPS problem.  If they had included the trade in shipping label in the box with the new phone, it might have still gotten lost in the mail.

ACE - Sage

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97.5K Messages

5 m ago

The shipping label is AT&T's. As the shipper, AT&T is responsible for the lost package.  

You will have to force At&t to credit for the lost package.  File a Better Business Bureau complaint online if they don't. 

New Member

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3 Messages

4 m ago

Update:  My old iPhone trade-in finally showed up as delivered to AT&T after seemingly lost in the mail for about 2 weeks.  So, the program DOES work after all -- my experience was a pretty rocky road from start to finish.  As along as you get the trade-in phone postmarked and dropped in the mail using the the mailing label provided in the box with your new phone within the 30 day time frame, it eventually works in most cases.  It was actually processed outside the 30 day window, but AT&T honored the postmarked date on the return.  Thanks!

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