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Contributor

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1 Message

Mon, Dec 2, 2019 7:40 PM

Sent Trade-In Phone to the wrong warehouse

I ordered a new iPhone 11 Pro and sent in my old one for the $300 trade-in bill credit with the current promotion. I sent the old phone back in the same box I received the new one in (with the included new shipping label placed over the old one). I've since realized that the phone went to the wrong warehouse, as I was supposed to send the phone back in a different box that was delivered separately. After a couple weeks of trying to get in contact with someone who could help me, I've realized that no one at the AT&T customer support phone number (or in the trade-in department direct line) can help me get the phone to the trade-in warehouse, since there is no phone number to the warehouse where my phone currently is. Has anyone had this same issue? I don't want to be out of $300/my iPhone 7 because the AT&T trade-in program is so confusing! Please help!

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Brand User
ATTHelp

Community Support

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140.5K Messages

a year ago

Hi there @acrmets,

 

Thank you for bringing this to our attention!

 

For the best assistance with your trade in concern, you would need to speak to our trade in department as it was the trade in return label that you placed on the box. You can do so by calling 1-888-445-6005: M-F 7am-10pm PST or S-S 9am-7pm PST.

 

Hope this helps!

 

Chasidy, AT&T Community Specialist

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*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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3 Messages

a year ago

The same thing has happened to me, the information inside of the box is so vague and didn't fully explain. I contacted the trade in department and they said they will send me an email and will get in contact with the warehouse. Idk how long that takes or how they can track the items and send them back to the correct warehouse/ department. Please let me know if your issue was resolved and how. thank you.

Contributor

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3 Messages

This is the third time ive had to call and they keep sending an escalation ticket to their tier 2 department and say they will contact me within 24 hours but nothing is done.

New Member

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7 Messages

I am having exact same issue, it seems that this confusion is intentional, I was told by their trade in department today that 80% of at&t customers have had same issue and very few get a resolution, seems like AT&T stands to make a lot of money from terrible customer service, I have spent hours on hours on hold and pleading for help to only get back to square one. Still waiting for our resolution in Colorado

New Member

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11 Messages

7 months ago

Has anyone had luck with this issue? I did the exact same thing with my trade-in. I hope to at least have them return the old phone to me, even if the trade-in becomes void at this point.

Contributor

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3 Messages

I have not gotten a resolution, AT&T now is saying they got the phones but the promotion i applied for is nowhere to be found. I was supposed to get 950 credit per phone. Which I traded 3 phones, which all qualified because while i was getting the service i was speaking to a CSR rep online who said i qualified. Now they are saying that i didnt qualify and all 3 phones are 0 dillars trade in. Why would i trade in phones for 0 dollars. They keep escalating me and closing my escalation because i supposedly dont qualify. I either want ny credit or give me the phones i traded in, take the phones they gave me and let me leave AT&T for good. I was with Verizon and i never got treated like this. At least they can track any bull(Edited per community guidelines) promotions down. Unlike AT&T.

(edited)

New Member

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7 Messages

7 months ago

I had same issue opened Better Business Bureaus complaint and the next day received a phone call from AT&Ts executive office and it was resolved in 20 minutes.

New Member

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1 Message

4 months ago

At this point (because I have the same issue ) I am going to bring this to small claims court due to the fact that they have breached their contract and technically (stolen) from us.

New Member

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4 Messages

3 months ago

Just posted. Same exact issue. I have my tracking number, my IMEI number! Everything is documented and they are playing stupid. I want my phone back or my credit and no one knows anything at all. One customer support person told me he gets roughly 30 phone calls a day regarding the same issue. It's a scam.

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!

Contributor

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7 Messages

a month ago

For the BBB info what did you select for business name? Please email me [email scrubbed] 

(edited)

Contributor

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2 Messages

18 days ago

Same thing happened to me.  I contacted AT&T customer service number given here and had to try several times, plus I got hung up so many times.  Finally I got through and the lady basically said there's not much she can do because by using the prepaid label that came with the new phone, my old phone went back to customer return, not trade-in department.  That could take three weeks, and another three weeks for them to process it to the trade-in department due to COVID and also because thousands of other people make the same mistake that I make. Plus, by that time the promotion period would be over so I will not get much for my phone. I did not know my old phone's IMEI number for her to track it at that time. I have it now and have tried to contact customer service today again and again but was put on hold for a while and then got hung up three times.  AT&T customer service (Edited per community guidelines)!!!

(edited)

New Member

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3 Messages

13 days ago

Same issue happened with me with three devices. I was very stressed out until speaking with an AT&T representative this morning. After 20 minutes on hold via telephone #888-445-6005, I'm finally feeling optimistic about a resolution on the horizon. The very friendly and patient AT&T representative sent a message to the "Specialist Back Office Team," notifying them to re-route the devices to the correct warehouse (Trade In). 

Hopefully this information is helpful, I am fortunate to have had the representative assist me, as a previous representative was not helpful.

New Member

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4 Messages

3 days ago

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