4 Messages
Phone Trade In Program
I purchased a new phone back in June. I did the trade in program. When I picked up my new phone at the ATT store, they told me to watch the mail for the package to send back my old phone. After a couple of weeks of not receiving it I chatted with customer service. They said that my account had the wrong address. They were going to fix it and send me a new package. After waiting another couple of weeks, and no package. I got back on chat with them. By this time we are getting close to the 30 days in which I need to send my old phone back to get the credit. After talking to what was probably the 3rd person, they emailed me a shipping label (which turned out to be a warranty return shipping label, not a trade in shipping label) I get the label print it out, and buy my own packaging to send it back and drop it in the mail. Weeks go by and I check my account. Nothing. No credit, still paying the full amount for the new phone. I call ATT today, and the inform me that it was beyond the 30 days and there's nothing they can do. Now at this point they have my old phone (worth $700 in trade) and they basically telling me, too bad, so sad. How can they get away with this? I was waiting on the package and shipping label FROM THEM in order to send the phone back. Granted, yes i wasted 2 weeks or so becuase I had the wrong address in my account. But had I received the second package from them when I called them I would have gotten my old phone in with plenty of time to spare to get the trade in credit.
Oh, and the person I talked to on the phone today says you could have just dropped it off at the ATT store you got the new phone from. I said well, that is nice to know had someone told me that when I purchased the phone. That was never offered to me. Just 'watch for the box to come in the mail to send the old phone back"
I have been a loyal customer to ATT for well over 10 years, and that ends now. They offered me a $350 credit on my bill, which will not go towards the new phone. That is a slap in the face and doesnt even go towards the new phone. This will go towards service.
ATT you have lost a customer today, and I will tell everyone I know who is looking for a plan to go elsewhere.
formerlyknownas
ACE - Sage
•
113.4K Messages
3 months ago
I'm amazed that people come to this community forum only after things have fallen apart. The purpose of a community is to provide advice to help each other before things get beyond the point where they can be fixed.
The time to ask questions about these deals is before you even participate which in your case would have been way back in June before you bought a new phone.
0
0
twlandry
4 Messages
3 months ago
what would i have asked about before buying my new phone?
If they'd fail to send me the shipping label to send my old phone back?
0
0
formerlyknownas
ACE - Sage
•
113.4K Messages
3 months ago
Q. How does this trade-in deal work?
A. Deal is explained in great detail on AT&t's website for anyone to read. These deals have been going on since 2019 There is a wealth of information on a variety of different forums and articles online on how the deals work. They work the same way on other service providers. And all the phones are going to the same third party business.
Q. It's been 2 weeks I still don't have trade in kit? 🚩 (Yours started to go wrong here. Given the 30-day limit, it was time to ask for alternatives)
A. A trade-in kit can be ordered online. You can also trade in an AT&T store. Make sure you get a receipt for your trade in if you do it in store and a counter receipt at the post office if you use the mail. Without proof of trade in within the trade-in window, you will not get credits.
Q. It's past the 30 days, can I still trade in my phone?
A. No. At least not and get full benefit. Trade-ins mailed after the 30 days will receive a book value one time credit typically sent in the form of a prepaid debit card. Book value may be a few dollars or hundreds, valued by Assurant Mobile
0
0
twlandry
4 Messages
3 months ago
for your second one, I did contact them. They said they were going to send me a new trade in kit.
not once did someone offer up that I could go into the local store and bring it in.
its not like I talked to them one time and gave up. I've talked to ATT at LEAST 6 times over the course of this debacle trying to get it resolved.
0
0