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cj6114's profile
cj6114
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Teacher

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18 Messages

Tue, Jan 13, 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? 

RansZ28

Scholar

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323 Messages

7 y 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.
cj6114

Teacher

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18 Messages

7 y 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.

cj6114

Teacher

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18 Messages

7 y 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.

lizdance40

ACE - Sage

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89.5K Messages

7 y 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.
cj6114

Teacher

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18 Messages

7 y 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

7 y 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

cj6114

Teacher

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18 Messages

7 y 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
cj6114

Teacher

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18 Messages

7 y 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.

cj6114

Teacher

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18 Messages

7 y 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

7 y 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?

 

[Legal discussions are not permitted per the Guidelines]

Contributor

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2 Messages

7 y ago

Sorry to bump an old post, but did any of you finally get your trade-in credits? I've been back and forth with AT&T via emails since late last year, and I just get a generic response from a rep saying that my card has been sent and to wait 2-3 weeks. It's the same story when I call-- I just get a rep who says they'll make me a new ticket and someone will follow up with me, which of course no one does.

 

Really frustrating experience with no end in sight.

Tutor

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12 Messages

7 y ago

Here's a copy of my post after my issue was resolved:
A BIG Thank you to Tim J AT&T Social Media Manager for not giving up on my issue with AT&T Buyback program. He persevered and I have received my $300 card for my iphone 5 trade-in. It took almost 3 months to get it, but glad I posted on t his Community site, otherwise I don't think I would have ever received it. All my phone calls were a waste of time. Advice - Trade in your device at an AT&T store.

After I posted my complaint on the boards I received a response from this Tim J. I didn't think he was going to help bc weeks went by with the same response from him - he was still working on it. My original post (& phone calls) explained how they are just saying they don't receive phones without tracking so they don't have to pay out the $ for them. I feel like since I was putting it out on their community forum I finally got action.
Good Luck!

Contributor

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1 Message

7 y ago

i have similar issue i am dealing with AT&T for last 6 months. I went to local AT&T store in Sept and store mgr convinced me switch my 4 lines from other carrier to AT&T business line with offer of $200 for each of the iphone i had. I was told i will get $800 credit in 45-60 days. After 4 months of calling AT&T and multiple trips to store i was given $450 credit to my account. No one in store or AT&T business custoemr service team are able to tell me why only $450 and how they came up with that number. Still waiting for $350 from AT&T. I found out later that the store I went is not AT&T corporate store but indepently owned store and AT&T does not take any responsibility. So  stay away from such stores. AT&T service rep cannot even tell me status of my credit/refund...i am tired of making calls and asking for money and looking for some one to help here. If not, exploring to file complaint against them

Tutor

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12 Messages

7 y ago

Very frustrating, I know. I was told by an AT&T customer service rep not
to trade phones at a franchise store. We have two in our town, one is a
company store and one a franchise. Very confusing for customers!
I only got my issue resolved after posting on this forum, so I'm not sure
what else you can do at this point.


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