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Sat, Mar 28, 2020 3:34 PM

Buyer's Remorse Label used for Trade-In

Hello, I just recently left Sprint after 24 years to take advantage of the new Samsung Galaxy S20 Ultra promotion from AT&T which offered $1200 credit over 30 months with porting a number and trading in a phone. I traded-in a Samsung Note 8 in pristine condition. However, when I called after the trade-in was shipped the representative realized I had used the "buyer's remorse" label instead of a trade-in label. Guess what? That was the only label in the box with the new S20 Ultra. Someone had forgotten to pack the trade-in return materials. I did think it was strange there were no packing materials for the trade-in phone but I found a pre-printed sticky label with my ported phone number on it and taped it to the original Note 8 box where I packed the Note 8 trade-in phone inside. I have called the Trade-In support line a total of 4 times and they have sent escalations each time to the warehouse in Ft. Worth, TX where the trade-in finally arrived on 3/18/20. On the last call I finally received an email back stating that I needed to call the wireless customer support. They sent me back to the Trade-In support. What do I need to do to ensure my phone is routed to the correct warehouse and ultimately shown as "received" on my account? I am getting a massive run-around and no contact after sending reply emails. Thanks in advance for any advice that can be provided.


Brand User

Community Support


140.8K Messages

8 months ago

Hello @richardh2004,


Thank you for reaching out to us. To ensure you get the assistance that you need as quickly as possible, we encourage you to Contact us via voice or chat at the link provided for further assistance. Simply choose your product, and then scroll down to the bottom of the page for a chat live link. Our teams can assist real time, and there won't be a delay in response which may occur in forums. Hope this helps!


Sean, AT&T Community Specialist

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New Member


21 Messages

Yes, I have reached out numerous times to both wireless and trade-in support per my original post. I am now in email conversation for over a day with trade-in support and all they can say is "we have to wait until the system updates", but they can't or won't tell me what system and when it will be updated. Thank you.


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