AT&T Help - Instructions for Trade-In Issues
Can you please let the customers in this forum know what the appropriate course of action is when a customer sends a phone in to the Trade-In Department and the phones are either not received or are devalued for a reason that is refuted by documented evidence from the customer (e.g. cracked screen when there is evidence that they were in fine condition when mailed, activation lock not deactivated when Apple verifies that the activation lock has been disabled, etc.)?
I have tried going through your Customer Service channels, and even Customer Service managers tell me there is nothing they can do, that I must contact the Trade-In Department.
When customers call the Trade-In Department, the representatives promise to, “Escalate the issue to Tier 2 Support and initiate an investigation. You will receive an email from Tier 2 Support in 3-5 business days”. But here is never contact from Tier 2 Support, even months later. If a customer calls back to the Trade-In Department, the representatives say they have no way to check the status of previous escalations. The only course of action they can take is to offer to initiate another escalation. This is a revolving door with no value provided to the customer and generally leads to the customer calling Customer Care again and the cycle begins anew.
Many users, including myself, have invested dozens of hours over multiple months to receive the promotional credits we qualified for.
Here are some users (just to name a few) that have had issues and posted to these forums looking for help.
What is the appropriate course of action for a customer to take when AT&T Customer Service says they are unable to assist and the Trade-In Department is unhelpful?