Teacher
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18 Messages
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
9 years ago
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cj6114
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.
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cj6114
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.
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formerlyknownas
ACE - Sage
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113.2K Messages
9 years ago
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.
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cj6114
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.
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ATTMobilityCare
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:
Our buyback support team have the tools necessary to help with those two devices!
Thank you!
Charise
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cj6114
Teacher
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18 Messages
9 years ago
Charise,
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cj6114
Teacher
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18 Messages
9 years ago
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.
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cj6114
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.
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Mb471p
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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