Trade In and Get Rewarded!
SquirtMS333's profile

New Member

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6 Messages

Wednesday, March 1st, 2023 11:53 AM

Fifth Request For Trade-In Kit STILL NOTHING

I have called the TradeIn hotline, used Trade-In Chat,  and called 611 customer support for 2 trade-in kits for two phones I bought at Christmas for my daughters. They have yet to receive their kits.  Each time I am sent a new email, they say they are extending my trade-In for 30 more days, and still the kits do not arrive. These kits are being mailed to two different addresses. I could understand a single mail items possibly being lost,  but not 10 mail items to two different addresses. Your 3rd part Vendor obviously is not doing their jobs. Read all these posts. And NO ONE at AT&T cares. The last person I talked to directly at AT&T through 611 actually  told me they were mailing me the shipping label right then during our call. They said they didn’t have the access to the kits, but would make sure I got the two labels.  STILL NOTHING!! Broken system and we are losing our trade-in credits due to a corporation that does care just wants the money.  I need a new carrier, and have learned to buy my phones directly from Apple from now on. Totally disgusted. 

New Member

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116 Messages

1 year ago

Ask them to email you the shipping label. You can then print it out yourself. Waiting for them to actually mail it to you is pain in the a--.

New Member

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6 Messages

1 year ago

Thanks for the tip.  I just can’t get over the incompetence.  I guess that means getting back on the phone for the 6th time.   AT&T really needs to step up their game in the customer service area. 

New Member

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6 Messages

1 year ago

All they would do is resend the kit.  They said they can’t email it because it would change my original trade in requested back when I bought the phone, and I would lose my credit since it was back in December.  The AT&T rep transferred me to the 18004456005 trade in phone number.  This is the same number that said they sent it out the last 5 times.  I’ve lost all hope. 

ACE - Expert

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64.7K Messages

1 year ago

If you don’t get it this time, it’s time to escalate to corporate by filing an FCC or BBB complaint.

New Member

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6 Messages

1 year ago

Thank you!  I have never filed one. Would I just go to their relative websites?

ACE - Sage

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116K Messages

1 year ago

It's been more than 30 days. At this point if you don't have the trade-in kit you're going to have to go through loyalty to get an exception made. For goodness sakes do not mail out your phones expecting to get trade-in credits when it's been more than 60 days.   

File a better Business bureau or FCC complaint. Doesn't matter which one it will be forwarded back to AT&T upper management and someone will contact you

ACE - Expert

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64.7K Messages

1 year ago

@formerlyknownas Perhaps you missed it but supposedly the 30 day limit is being extended each time the OP requests another trade in kit.

Each time I am sent a new email, they say they are extending my trade-In for 30 more days, and still the kits do not arrive.

New Member

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6 Messages

1 year ago

@sandblaster You are correct.  Also, this mornings call they again said they are extending the 30 days yet again. 

ACE - Expert

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64.7K Messages

1 year ago

@SquirtMS333 Is the email saying you are being extended 30 days or is it verbal from the call? Regardless, keep a record should you need it later. If verbal, write down the date and time of each call. When your trade in finally gets sent in and processed, you may find they deny the promotion for missing the 30 day deadline despite those extensions. Just keep a record should you need to escalate later.

New Member

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6 Messages

1 year ago

@sandblaster The emails generated are basically the same letter originally sent to me, only it has the current date. I have    7 of them.  I also have screen shots of chats saying they are extending the 30 days (I attempted using the chat a few times looking to see if that way would work). 
I am still waiting on the new email from todays call. The woman said the email would come in 4 minutes or at time of shipping.   I do not have it yet.  She also mentioned that all the prior emails that I received are not even attached to my account, only the original from the first time. 
That being said, I am saving all documentation.  

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