Shop Now, Avoid Delays - Get Our Best Holiday Deals!
Trade In and Get Rewarded!
Butch2016's profile

Tutor

 • 

12 Messages

Tue, Sep 13, 2016 9:20 PM

Pre-ordered iphone 7 with trade-in iphone 6

My husband and I went to At&T store this past Saturday to pay off our current phones, pre-order the iphone 7 and 7 plus and trade-in our current phones. We understood that my husband's iphone 7 will essentially be free with the trade in offer of $650 and since i ordered the 7 plus, i will also receive the $650 credit but will have to pay the difference monthly. The associate gave us 4 receipts, 2 for the paid off phones and 1 for the mini ipad we purchased and 1 for the pre-ordered phones. Looking at our receipts, I also noticed he added an insurance mobile pack as a line item in our order. I asked why? and he said it is required because our iphone 7 is going to be shipped to us and i can cancel the insurance any time. Nothing in our receipt indicated that we are doing the trade in. He said I will receive instruction in email about our trade in and how to mail them. I asked if we can go back in the store upon receiving our new phones and activate them there and turn in our old ones. He said the trade in has to be done in the mail.

 

My concerns are:

Is it true we need to add the insurance because we are pre-ordering and the phones will be shipped to us?

I have not received an email about the trade in instruction. Should i have it by now or need to wait for the iphone 7 delivered?

Is it true we cannot just turn in our old phones in the store once we received the iphone 7?

 

ATTHelp

Community Support

 • 

176.7K Messages

5 y ago

Hi @Butch2016!

 

Thank you so much for coming to me with your concerns and questions. I guess something told you that some of the information you were told didn’t seem right and you are absolutely correct. Please allow me to address the questions that you asked and get you the right information.

 

Let’s start with the mobile insurance. Although it is a good thing to have, it is definitely optional. You are not obligated to get mobile insurance due to the phone being shipped. If you receive a phone that has been damaged while being shipped, alert us and we will take care of you.

 

I did some research on the trade in and it appears that you receive a text message with the trade-in offer. Truthfully, it didn’t state exactly when you will receive that message. I would say if not in the near days, then when it ships or when it’s delivered.

 

Typically, the trade-ins are done via the mail so they go to one central location. Once you receive the trade-instructions, it will have specific information on the steps you need to follow.

 

Now….since this has happened to you, I would like to reach out to you for some information. I want to make sure that the insurance is cancelled for you, if it is not something you want. Also I would like to discuss this experience further with you.

 

Look forward to hearing from you!

 

Tim, AT&T Community Specialist

Tutor

 • 

12 Messages

5 y ago

Thank you for your reply. I will send you our information.

ACE - Sage

 • 

90.6K Messages

5 y ago

@Butch2016

 

Thanks for posting.  Please let support know who gave you the faulty information so they can issue some corrective training.  This kind of bad service reflects very poorly on ATT and it's not right for one bad Apple to mess up an otherwise very ethical company.

 

 

Tutor

 • 

12 Messages

5 y ago

Yes an employee support from this forum sent me an email and i will communicate with them. Thanks!

Tutor

 • 

12 Messages

5 y ago

Tim (from ATTCares support),

 

I sent you our information as requested in your reply to my post. Until now, no one has contacted me back through email or phone call to resolve our issues. We were clearly misinformed and I would like to cancel the added services ATT employee has added in our account. We received one of the iphone 7 in the mail two days ago and no instruction, no email or any indication inside the box about how to proceed with our trade-in phone. This is frustrating and I would like to know how to handle sending my husband's phone for the credit!

 

 

 

 

ATTHelp

Community Support

 • 

176.7K Messages

5 y ago

Hey there @Butch2016!

 

We in fact did receive your private message that you sent on Saturday. It was after hours, so I didn’t see it until Monday morning. The message you left said specifically that you can be contacted on Saturday and Sunday. You also listed specific hours to call you. I made note of that with the intention of calling you on Saturday, since we are respectful of your time.

 

Thank You Kindly

 

Tim, AT&T Community Specialist

ACE - Sage

 • 

90.6K Messages

5 y ago

@Butch2016.  Message from support through the forum can be found in the envelope icon above the orange bar.

 

 

Tutor

 • 

12 Messages

5 y ago

Just call us anytime. Thanks!

Tutor

 • 

12 Messages

5 y ago

@lizdance40 Yes, thank you!

Contributor

 • 

2 Messages

5 y ago

I got the trade in text today and waiting for the iPhone 7.

ACE - Sage

 • 

90.6K Messages

5 y ago

Good, 

@Butch2016

@Jaydux

did you both get the promo code?

 

 

ACE - Sage

 • 

90.6K Messages

5 y ago

Spreading the word on the promotion:

 

Copied from the answer by our fabulous (and patient) Becky:

A. The “offer details” on the sales page are just that – legalese (details) about the offer. They are not the full story. They don’t tell anyone how to redeem the offer, simply that the offer exists.

if your phone is in good shape – then you will get the $650. The promo code listed in this article - FALL2016TRADE – basically “overrides” the value with which you are presented in the flow.
So yes, Liz, the promo code is the magic wand. You nailed it.

If you have questions about the value of your phone – and this is where the “up to $650” means something – check here: https://www.att.com/esupport/article.html#!/wireless/KM1011886
The key to this promotion - the magic wand - is following the steps in the support article, and using that promo code.


Q. Thanks for the clarification. Do we know what happens if someone submits a phone claiming to be in good shape but it isn't?
Does that fall under that "up to" part and they just get a reduced amount of money as if they did a regular trade in or does it completely voice their trade-in and they get nothing?
A. If someone turns in a defective or otherwise misrepresented phone, they will get actual value as installment credits, not $650.


So don't try to pull a fast one with iCloud locked, blacklisted or water damaged phones.
How to trade in, don't forget the promo code!
https://www.att.com/esupport/article.html#!/wireless/KM1180261

 

 

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.