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New Member

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5 Messages

Mon, Oct 26, 2020 4:22 PM

AT&T Trade-in Program

I received my iPhone 12 a few days ago.  I was returning an iPhone Xs, max value of $800 as part of the trade in program.  I sent in my iPhone Xs to AT&T's return service, but received an email this morning saying my Trade-in materials would be sent in 5-7 days?

What?

Why would trade in materials not be sent with the new phone.  Why would there not be clear instructions on the process. Why would I receive this trade in email a week after my original purchase?

I assumed I would just clear my old phone and return it to AT&T. Did $800 all of the sudden just disappear now even though I have the tracking information? Or will I get my old phone back since it was "sent to the wrong place"?  AT&T customer service has been of no help, I haven't been able to get a hold of anyone. And the USPS return label AT&T sent is ineligible for package intercept with USPS.

I currently have tracking info, serial number, IMEI, and the old iPhone is still attached to my Apple account.

UPDATE: Because I had the return tracking number and IMEI number of the trade in phone itself, AT&T was able to open up a case so that once the "Returns Warehouse" received the phone, they would then send it to the "Trade in Warehouse". They could use the IMEI number to track the phone/case.

I know this has been a common issue with customers, but it looks like if you have the IMEI number you aren't out of luck.

Responses

sandblaster

ACE - Expert

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44.2K Messages

a month ago

Any return information sent with the new phone was for returning that new phone, not for the trade in. Getting it back or sent to the right place won't be easy, if doable at all. Good luck, you'll need it. Unfortunately, this forum is not customer support. No one here can help.

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New Member

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5 Messages

a month ago

I've seen AT&T support respond here and it seems like this is a common problem that AT&T has yet to resolve.

I guess we'll see what happens.  If anything I'm hoping for bill credits or else an insurance case with AT&T since the phone is technically lost/stolen at that point.

Constructive

Employee

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15.8K Messages

a month ago

support here is reduced to 2or 3 people right now to watch 20k posts per day so id be surprised if they respond but ive never seen em deal with the issue your having as they have limited resources

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New Member

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5 Messages

a month ago

UPDATE: Because I had the return tracking number and IMEI number of the trade in phone itself, AT&T was able to open up a case so that once the "Returns Warehouse" received the phone, they would then send it to the "Trade in Warehouse". They could use the IMEI number to track the phone/case.

 

I know this has been a common issue with customers, but it looks like if you have the IMEI number you aren't out of luck.

New Member

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6 Messages

a month ago

Did they find your phone and credit you for the trade in? 

New Member

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9 Messages

24 days ago

I did the same mistake and am holding out hope reading this.  My returned phone still shows in transit to the incorrect warehouse - Newgistics/Ft Worth.  I have the IMIE number also so hopefully once ATT receives, they can send it out to the correct trade-in warehouse. 

@lsorice, please keep us updated on the process, and thank you.

(edited)

New Member

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5 Messages

24 days ago

@redcon1,

I would recommend calling customer service and explaining the situation.  You'll have to have them open up a case number and they'll use the IMEI number to track it from there.

I currently have a case number open and should receive an update once they send it to the correct trade-in warehouse.

New Member

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9 Messages

15 days ago

It's been ten days since the last post... any update from anyone who posted here?

New Member

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5 Messages

14 days ago

I called customer service today and there was no update to my ticket.  I never received my confirmation email or my call back.  Customer service agent said she's give me a call back.

My only hope is there is a case ticket created for it and on record.  Although, I'm approaching the 30 day trade in deadline.

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