Trade In Scam
DO NOT TRADE YOUR PHONE IN WITH AT&T!! Every step in the trade in program is only to benefit AT&T and not the customer.
I traded in my Iphone 7 online to the Iphone 11. There is a promotion going on that says if you trade in your phone you will get up to a $300 credit.
AT&T shipped me the new phone. In the box was a return label and instructions on how to clear your old phone. They were very clear that you have a limited time to get your trade in phone back to get the credit. So, trying to stay within that time frame, I ship the trade in phone back in the box in which the new phone came.
Well about a week later, I received an envelope from AT&T with mailers in which I am supposed to send the trade in. WHAT?!? (Question 1 - Why would you tell the customers to hurry up and send their trade in and then DELAY sending the mailers? IMO - This is a trick to get people to send their phone back and then lose it)
When I sent the trade in phones, I received a receipt from the Post Office with a tracking number so I know they were delivered. I contacted AT&T immediately when I realized the mistake. I have talked to at least 20 agents and no one has been able to help. In fact, they are the opposite of helpful. I have been told multiple different stories and the next agent I talk to always contradicts the previous one. A few of the simple lies include:
- Your phones are not lost, we're locating them and shipping them to the correct department. Your estimated wait time will be 3 weeks!
- Your phones are getting shipped back to you so you can send them back in the bubble mailer (This was a blatant lie because apparently they don't even do that)
-You waited too long and now you're outside the promotion window (WHAT?!? Your team is the one that told me to wait because the process can take up to two weeks)
-We are creating a case and we promise and guarantee we will call and email you with the responce. (Throughout this process 'a case' has been created about 5 times. Not once have I received a call back or email. The only thing I have received is a text saying your issue is resolved. And then when I call to find out what happened with the case, they say it has been rejected)
-We are taking down notes on your account so the next agent will know what is going on so you will not have to repeat yourself (AT&T computers must have auto delete because whenever I talk to the next agent, the notes are magically not there)
I am now on my third escalation with the Tier 2 support team. They said I will get an email within the next 24 hrs...I'm not holding my breath.
AT&T Trade in window and return window is 30 days. They tell you if any credit will be applied it will take up to 2 billing cycles (60 days). So if my math is correct, before you realize that they are not going to get you any credit after 60 days, you are already 30 days outside of any return, so you're screwed.
Stall tactics, Excuses, and Hang Ups are all I have received from AT&T. I am not convinced that anyone is actually there to help or cares what your issue is and how they can fix it.
Does the Tier 2 Support Team even exist?!? I have yet to have any evidence of that.