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Trade In and Get Rewarded!
cj6114's profile

Teacher

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18 Messages

Tuesday, January 13th, 2015 8:58 PM

Mailed in iPhone 4s but never received $200 credit / reward.

On October 20th, I filled out the trade-in form, printed it out, and mailed it with my iPhone 4s to the AT&T recycling location in Indiana, as instructed.  As of today, I've not received my $200 credit.  I've called AT&T Customer Service on 8 different occasions with no success.  In total, I've spent nearly 4 hours on the phone with AT&T.  No one knows where my phone went.  No one I've spoken to can even articulate the way the program is supposed to work.  Honestly, how is AT&T still in business? 

Scholar

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323 Messages

9 years ago

Just use the tracking info to locate the package, if the package was lost you could file a insurance claim. Corporate Stores also take trade ins and issue the credit immediately.

Teacher

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18 Messages

9 years ago

AT&T received the phone.  It wasn't lost in the mail.  And to give a little more background, this exact situation happened to my wife's phone too.  She went to a local AT&T wireless location and asked them to help her package it correctly.  They did, and she mailed it the same week I mailed mine.  She never got her credit either.

Teacher

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18 Messages

9 years ago

RansZ28 - Do you have any other ideas?  I've spoken with over 20 people within AT&T and no one seems to be able to find my phone(s) using the Invoice #s.  I have the serial numbers for both phones, but I'm not sure that would be helpful.  I've been told that this situation needs to "escalate" to get resolved, but I have no idea how to do that.  Please advise.  Thank you.

ACE - Sage

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117.1K Messages

9 years ago

Do you have tracking information?
Keep at it.

In the future, selling a phone or an immediate trade in value are the only way to go. These promotions just seem more trouble than the resulting reward card.

Teacher

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18 Messages

9 years ago

lizdance - Thank you for your encouragement.  No, I don't have a tracking number on either package (stupid, I know).  However, I have trouble thinking that two separate packages were lost in transit to the same location.  It's more likely that AT&T is just that disorganized.  Here's a question....every phone has a serial number, so why can't AT&T search for our phones using those?  I have an invoice number (20102014000487) but when you search on it, the AT&T website says that the trade-in has been completed.....only, it hasn't.  I never received anything.

Community Support

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15.2K Messages

9 years ago

Hi @cj6114

 

I’m sorry to hear that your device trade in experience has not been as effortless as you should expect from us. I’d be happy to help solve this for you.

 

I understand you have spoken with our customer service representatives regarding this issue. We currently offer a support line dealing specifically with the iPhone Buyback Program which you can reach at 888-445-6005. Alternatively, you can send us an email via the HELP tab on our AT&T Buyback Promotion website. (https://tradein-program.att.com/home.php5?c=en-us)

The hours of operation for our support line are:

  • Monday to Friday, 7:00 a.m. - 10:00 p.m.
  • Saturday and Sunday, 9:00 a.m. - 7:00 p.m

Our buyback support team have the tools necessary to help with those two devices!

 

Thank you!

 

Charise

Teacher

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18 Messages

9 years ago

Charise,

 
As you suggested, I called the phone number you provided within your email.  The CSR I spoke with said her department can't issue/reissue a gift card, so she sent me to ATT ECOM (although she had no idea what ECOM stood for).  I was placed on hold for 10 minutes and then spoke with a different CSR who said the ECOM department doesn't issue gift cards and that I'd need to speak with ATT Customer Care.  She then transferred me to an automated call center that eventually allowed me to select the option of speaking with a human.  At that point, I was put back on hold, and then ATT cut the call.  I'm now up to 4.5+ hrs. on the phone with ATT and no solution.  And for the record, that's the fifth time in the last three months your crazy system has hung up on me.  Next to the Federal Government and the Illinois State Government, I think it's safe to say that ATT has lock-up third place as the most disorganized and clueless organizations in the US.  
 
I'm still owed $400 from ATT.
 
Do you have any other ideas?
 
cj

Teacher

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18 Messages

9 years ago

In October of 2014, I separately mailed in two iPhone 4s as trade-ins toward our new iPhone 6's.  I filled out all of the correct paperwork, and mailed them to the correct address within the promotional period.  I even had a local AT&T wireless employee help me package one of them.  To date, I haven't received my $200 credits.  On top of that, AT&T lost both of the phones and any trace of receiving them.  Please advise.
 

I've called AT&T Customer Service on 9 different occasions with no success.  In total, I've spent nearly 4.5 hours on the phone with AT&T's various departments and third party vendors.  No one I've spoken to can even articulate the way the program is supposed to work.  I was told this situation needs to "escalate", but I don't know how to make that happen.  I do have my invoice # and the serial numbers for both of the phones.  Logic would say that those two things should be helpful.  To date, not so much.

Teacher

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18 Messages

9 years ago

Hello?  Do you have another idea?  This has been dragging on since October, and I'm about to pay off my phones and switch my ENTIRE life over to Comcast and Verizon.  I honestly can't take dealing with AT&T anymore.

Contributor

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2 Messages

9 years ago

So similar to your plight I foolishly did the next plan with a note 3 and in Dec 2014 ordered the iPhone 6plus. The ATT rep in their store told us to bring in my note when we recieved the iPhone. The day we recieved it we went to turn in the note. He told us we needed to send it back in the box and put the shipping label they gave us on it. We handed it to a postal employee at the post office, boxed up and labeled and watched him place it in the bin. (12/22/2014). February rolls around and they still haven't recieved it and we are still paying on a phone we no longer own. The customer service rep said he could see that the phone was no longer on informed us that their tracking number are auto generated... No one makes a note of them and no one can look up what ones were generated. We've called 2 more times and gone in store to try and resolve this. We've been customers for so long and they refuse to help us in any way. I use to brag about our phone service and how effortless the whole thing was. Oh how the mighty have fallen. Which makes me wonder... How many other people have had their phones "lost" or not recieved. Has anyone had them actually resolve the issues? Has anyone had them "miraculously" find their phones?

 

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