Trade In and Get Rewarded!
jackie_jms2's profile

4 Messages

Wednesday, November 29th, 2023 1:20 PM

BUYER BEWARE ON TRADE-INS

Despite the AT&T website stating that trade-ins must be returned within 30 days of new device activation, they actually mean 30 days of RECEIPT!!!  Big difference, especially during the holiday season.  Longtime customer (25+ years) yet no concessions made for their error in false advertising.  Don't be in a hurry to buy a gift.  Self-help is useless on their website if they won't stand behind their words.  Not user or customer friendly at all.  Bah humbug!!

ACE - Master

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9.9K Messages

3 months ago

That’s interesting, because right here it says 30 days from activation.

https://tradein.att.com/offer-details

  • Trade-in an eligible Smartphone within 30 days of activation

AT&T need to pick a lane and not have different things on different parts of their website.  If something gets changed, it needs to get changed everywhere.

4 Messages

3 months ago

I'm sorry but I disagree.  Your website says 30 days from ACTIVATION.  As does my confirmation email as shown below:

So now I am left with spoiling the holiday surprise or losing the trade in value.  Your information is just flat out INCORRECT and you will not stand by it.

Community Support

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229.5K Messages

3 months ago

Hi there, we're here to help you with the right information for this question. 

 

Let's shed some light on how trade-in works. Once the device is ordered, and when the device is delivered to you successfully, we consider it activated on our systems. From this point on, you will have 30 days to send in your old devices for the trade-in promotion. 

 

More information can be on how trade-in works by visiting our website article. We appreciate you for being a customer for 25 years, and we thank you for choosing AT&T for your choice of service. 

 

We hope this information has cleared up a few questions. Please feel free to reach out to us if you have further questions. 

 

Thank you, 

Andrew, AT&T Community Specialist.

 

4 Messages

3 months ago

Glad you "consider" it activated immediately.  Consumers do not consider it activated until it is activated!  Simply change your wording to "RECEIPT" and everyone will understand what you are trying hide.  I stand by my warning to others.  Now the question is what do you mean by return??  As in "you have to return your trade-in device within 30 days of activating [receiving] your new device to maintain promo eligibility."  Do I just have to drop it in the mail on day 30 or do you have to receive it by day 30????  Shipping label provided is USPS.  All bets are off if I have to rely on them getting it to you by day 30.

ACE - Expert

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34.3K Messages

3 months ago

AT&T likes to use "activation" as a vague weasel word.  "Activation" can mean: activating the line, or activating a line on an account, or associating a phone with an account.  "Activation" can happen when shipping the phone, upon your receipt of the phone, or when you take some action.

38 Messages

3 months ago

AT&T should just allow returning trade in phones at the store even if the phone was purchased online. That would eliminate a lot of headaches

Community Support

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229.5K Messages

3 months ago

Hello @jackie_jms2, thank you for your response, we understand where you're coming from, so let's explain. 

 

Once you receive the new device(s), it is activated even if you don't turn it on or use it. From then, you'll have 30 days to send us your old device to remain eligible for the trade-in promotion. We will need to receive the device within 30 days to ensure it reaches us in time to evaluate the device, and initiate the promotion credits. If the old device is not shipped within the required 30 days, it may result in a reduced value for your device, or you may no longer be eligible for the applicable trade-in offer you opted for. 

 

We understand USPS isn't a very easy route. However, that is the only option available at the moment. 

 

You can learn how our trade-in program works by visiting our website for more information. 

 

We hope this helped!

 

Thank you, 

Andrew, AT&T Community Specialist.

 

4 Messages

3 months ago

@ATTHelp Yes, I do currently understand your take on "activation".  I am pointing out that someone higher up should change the wording to "RECEIPT" so that your customers also understand BEFORE they do something that will have significant dollar consequences. I do not need to be told the same thing over and over again after the fact.  Now, my problem is that I was "assured" by a phone rep that I could return the device up to 12/28 since I received it on 11/28.  You are now telling me that you must received it by 12/28.  Since it is  replacing a device on Christmas Day and you only gave me a USPS mail label, how on earth do you think I can get it in a box on 12/26 for you to receive by 12/28?!?!  Your own statement is contradictory - "We will need to receive the device within 30 days" AND "If the old device is not shipped within the required 30 days".  So I ask again, do I need to ship it by 12/28, or do you need to receive it by 12/28??  This is just like the "activation" vagueness.  You say one thing and mean another.  Maybe Verizon is where I need to go....

ACE - Master

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9.9K Messages

3 months ago

That makes on sense whatsoever.  If the phone is “activated” when you get it, why do you have to even bother activating the SIM when you get the phone.  I’ve never gotten a phone from AT&T that was ready to go by just turning it on.  You always have to activate the SIM in order to connect to the network.  Activating the SIM is how almost everyone who has ever owned a cell phone understands “activating” the phone.  Seems like AT&T is doing revisionist redefining of a commonly understood term in order to reduce the time people have to return a trade-in.  How about redefining it to be activated when the shipping label is created?  Or maybe when you ordered the phone?  AT&T is getting more and more anti-consumer friendly.

Community Support

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229.5K Messages

3 months ago

Hi @jackie_jms2, we understand the importance of your concern. We're here to help get this sorted.


We're going to initiate a DM to help you with your issue, Please meet us in DM so that we can work together and get this sorted. 
Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)


Looking forward to speaking with you!

 

Thank you for contacting AT&T Community & Forums,

Andrew, AT&T Community Specialist.

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