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Mikegkerr's profile

New Member

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2 Messages

Monday, November 28th, 2022 10:21 PM

Trade in has been in “transit” for almost a month

I shipped an iPhone 11 back to AT&T for trade-in using the supplied label …. According to USPS, the iphone was delivered to the “agent” - Pitney Bowes, on 2 Nov 2022. Tracking number is { {Payment Card Number detected, text hidden}} 3806 34 (image is attached from USPS. Pitney Bowes site indicates “USPS Hand off to Shipping Partner” took place at 1:47PM on 2 Nov 2022. There is no way to track the device after this. I could use some help determining the status of my trade in.

Official Solution

ATTHelp

Community Support

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207.7K Messages

2 months ago

Hi Mikegkerr! Let's meet in a Direct Message (DM) to discuss that eligible device you sent in.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

Also, the time it takes to process an order once it's receives is usually 4 weeks. In case you want additional information about our trade-in process we invite you  to view the details under Important FAQs when you visit How to return your trade-in to AT&T - Information and Help from the AT&T Community.

 

Meanwhile, don't forget to keep an eye out for a message in the DM. We want to get you a definite resolution concerning the whereabouts of your trade-in.

 

Lar, AT&T Community Specialist

New Member

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2 Messages

2 months ago

The issue was not resolved as promised by the AT&T rep who asked for a DM after I first posted my concern. Initially showing much enthusiasm to help me, after nearly 2 weeks, the rep simply stated that I need to pursue their “agent”, Pitney Bowes, to track down the trade in phone. You are only given a USPS tracking number on the label used for the return. That tracking number ends when it is delivered to their “agent”, which occurred on 2 Nov’22. It’s now been over a month and the device location is not known. The agent took the position, after 2 weeks of research, that I need to wait until AT&T receives the device to process the credits for the trade in. This is an unacceptable outcome for the customer. Seems like a very poor trade in process that creates a gap between the carrier that receives your trade in and AT&T, allowing the device to enter the “ether”. I’ve been an AT&T customer for over 17 yrs and I’m clearly considering moving to a different carrier. 

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