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.