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Contributor

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1 Message

Mon, Nov 11, 2019 3:10 PM

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Sent trade-in phone to the return location by mistake

I just bought a new device and mistakenly assumed the return label that came included was for sending my old device for trade in. Several days later I received the package for sending the trade-in. Is there any way I can get my old device back or maybe get it re-routed to the correct place for trade-ins?

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Brand User
ATTHelp

Community Support

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140.5K Messages

a year ago

Hi @shanec0271,

 

Thank you for reaching out!

 

For the best assistance with your trade in concern, please contact our Trade In Department by filling out a Request Help form or calling 888-445-6005:

  • Monday - Friday, 7:00 a.m. - 10:00 p.m. (local time)
  • Saturday and Sunday, 9:00 a.m. - 7:00 p.m. (local time)

Hope this helps!

 

Chasidy, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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13 Messages

7 months ago

@shanec0271 I did the same mistake and curious to know how you remedied the situation and whether you were able to salvage your trade in phones for credit. Please advise as Im desperately trying to remedy this.

New Member

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11 Messages

7 months ago

Was this ever resolved? I did the same thing and at this point I don't really care about the trade-in credit, I just hope they can return my old phone to me.

Contributor

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9 Messages

3 months ago

Hello! Can you please let me know if this was resolved.  I did the same for the 2 phones.  Trying to call the number but no answer.  Appreciate any reply. Thank you

New Member

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11 Messages

3 months ago

This was never resolved. The trade in phones are gone. Best you can do is call and complain to ATT support in hopes of getting some statement credit applied to your next bill.

(edited)

Contributor

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13 Messages

3 months ago

No one ever answered. Unfortunately its a lost case. Its a known inherent problem, a ton of people have done that- yet AT&T failed to mitigate this issue. Unfortunately you will need to send additional phones to the right address in their Trade In envelope to get credit.

Contributor

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9 Messages

3 months ago

djdnazz - so you haven't recovered nor the AT&T.  Did you get at least a credit in your bill despite of the missing trade in phone?  

Contributor

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13 Messages

3 months ago

Zilch- Nada, I sent a couple of emails and told their customer service, who then informed me to email the same id. Nothing was done, no credit was given. Lost case, atleast for me. I apologize, I know its extremely frustrating, but I dont think theres much that can be done.

New Member

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11 Messages

3 months ago

No one can confirm where my phone has gone.  AT&T customer service offered a small credit to my statement, a fraction of what the trade in was worth but it was better than nothing. 

Contributor

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13 Messages

3 months ago

You are very lucky. I would not expect much. Not only they dont care, additionally they still act like they are inundated due to Covid. So Im surprised you evev got that discount. Phones, I assume are gone, someone at that warehouse is getting fat and rich. Zero accountability. Good Luck

New Member

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11 Messages

3 months ago

Just be kind and calm when explaining the situation with your customer service rep.  Urge them to inquire to their supervisor if there is anything they can do to assist.  You may have to call back more than once depending on who your reach.

Contributor

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7 Messages

a month ago

Same thing happend to me I received my new phones with no instructions on what to do with my old phones. So I assumed do the right thing and send my old phone in. And at&t has been giving me the run around since.

I would be interested in filing a civil suit against at&t if you guys want to join the case send me your information to [email scrubbed].

This is not right! Are phones are somewhere in there returns warehouse!

(edited)

Visitor

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1 Message

25 days ago

I'm dealing with this situation as well. Why would you send the new phone and the trade-in program information separately? I've spoken with numerous agents and every answer is different. The last agent told me that the device had been received and to expect my credit within 1-2 billing cycles. I still emailed the trade-in support for verification because the returns department is in Texas and the trade-in program is in Tennessee. I will update once I get a final answer. 

New Member

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4 Messages

24 days ago

Exact same problem here. Returned my old phone using the return label that shipped with my new iPhone 12. Looking through the forums, it looks like this has happened to many, many customers without any resolution. I wonder who is ending up with all of the old phones. Some warehouse somewhere must be inundated with them.

Contributor

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3 Messages

21 days ago

I did the same - contacted customer service, have not heard back. Very, very bad process resulting in bad customer experience. Hopefully I hear something. 

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