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blossomt's profile

3 Messages

Friday, September 29th, 2023 11:48 PM

ATT won’t honor IPhone 15 promo

I signed up with ATT on Wed and was told that I could get the IPhone 15 for “free”. I had to sign up for a three year contract and trade in my IPhone 12. 

I thought it was a good deal so agreed. I switched providers to ATT and activated my IPhone 12 to ATT. The rep said I had to wait until the next day and call back to arrange the trade in and new phone. 

Now I’m told I don’t qualify because I activated the 12. Can’t upgrade, can’t trade in, can’t do anything. Was on the phone with a rep for almost 2 hours. Absolutely NO HELP!! They’ll fire the poor rep who gave me the wrong info but won’t honor what all the signs say that everyone (with a qualifying phone) can get the upgrade!!

Went in to the actual store and was again told that absolutely qualify. But she couldn’t do it either. All apps will only give me full price!  Can’t even finance it. She thinks the reps on the phone got one sent but I can’t see an order for it. 

So far, not impressed. Sorry for the long rant but needed to get this out! 

Accepted Solution

ACE - Expert

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64.7K Messages

8 months ago

By activating the 12 you became a BYOD customer which means you won’t be eligible to upgrade for 60 days. You should have ordered the 15 immediately. Hopefully the “free” 15 promotion will still be available in 60 days.

Accepted Solution

Community Support

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232.1K Messages

8 months ago

Hello @mehender10, thank you for reaching out to AT&T Community Forums. We're here to address your concern. We know that this is something important to you.

 

Thank you for the response @sandblaster. As ACE mentioned, as you became BYOD customer switching from other carrier to AT&T, you'll have to stay with us for 60 days, and then you can trade in your current device to upgrade to iPhone 15. 

 

Please be informed the trade in value of your current device is based on functionality and condition.
 

Let me know if you have any more questions.

 

Thank you,

Mike, AT&T Community Specialist

Accepted Solution

ACE - Sage

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117.6K Messages

8 months ago

@sandblaster  is correct .

And it's not the promo that's not allowed. It's the upgrade that's not allowed. You can't upgrade because you're a bring your own device customer. You're locked out for up to 90 days.

That doesn't mean you're locked out permanently. You should check your upgrade status at Black Friday and then again right before the holidays. These deals repeat themselves and have been almost perpetually 'on' for 4 years

Read the website.  The deals and their terms are published. They may change from week to week. You should look up the phone you wish to purchase on the website as soon as your line says eligible for upgrade

It seems you misunderstood what you were told. From the time you activate your new phone (the iPhone 15) you have 30 days to trade in your old one to take part in the deal. She did not mean you had 30 days from the time you switched service providers.  

(edited)

Accepted Solution

ACE - Sage

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117.6K Messages

8 months ago

These promotions are never over. They have been essentially ongoing almost continuously for 4 years. 

3 Messages

8 months ago

The first rep said I would still be able to do it. She even said I had to do the 30 days to do the trade in Otherwise I would have waited for the 15 to activate.

Also, the woman in the store said I should be able to upgrade now, but I think you’re correct. What bothers me is that I was not told that before I activated the 12. They’re sales people to don’t seem to be week informed. May go elsewhere at this point. 

(edited)

3 Messages

8 months ago

Thank you for all the responses. Unfortunately, I called in so didn’t see any of this information.  She never said I wouldn’t be able to take part of the promo. She specifically told me to call in 24-48 hours, leading me to believe I could still get it. I also said that I should probably go in to the store they might actually have the 15 in the store and I could get it all done that day. She discouraged me from doing that and said they didn’t have them in the store and it would take longer for them to send it. Dumb me for listening to her. 

She may truly not have know because, even the rep in the store didn’t understand why I couldn’t do it. The first person to explain what had happened was here. 

I’m upset because I feel like I was completely mislead.  By the time I’m eligible for an upgrade, the promo will be over. And this due to no fault of mine. It’s a problem with ATT’s reps either not knowing, or just caring more about a commission. Either way, I’m not a happy customer and will continue to shop for another provider. 

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