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Sabrinafk's profile

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Tuesday, June 14th, 2022 9:50 PM

USPS said I couldn't buy insure pre paid package containing trade in phone but ATT suggests it- anyone insure their trade in package?

I followed ATT instructions and packed up my old phone with materials they gave me and went to USPS but then usps said I couldn't insure package even though ATT in their instructions suggested it. Postal worker said I could pay to send package and add insurance, but you can't add anything to a prepaid package. I asked her how much it would cost and then she scanned address and said that the address wasn't in system so I couldn't pay for it after al unless I got a different address. I let her just send it without the insurance but it made me nervous. Not sure if this is an ATT problem (telling customers to do something impossible) or I just got a postal worker who didn't know how to add the insurance. Anyone add insurance as suggested in flyer sent with packing materials? 

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Official Solution

ACE - Sage

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118.2K Messages

2 years ago

Att does not recommend insurance, and you can't add it. 

The package is a dress with a T and T as the shipper. You are not responsible if the phone gets lost AT&T is.

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1 Message

1 year ago

Just went through the same ordeal.  Called AT&T to find out how I was supposed to insure this package - $1000 trade-in is not covered by basic postage.  They told me that USPS is responsible for the phone.  I told them USPS is not going to cover it for the trade-in value.  AT&T would not confirm if they paid for insurance, and wouldn't confirm that I will still get my trade-in value if the phone is lost.   This was the customer service department.  The Trade-in department couldn't answer any questions and transferred me almost immediately.  I tried to use the chat previously, and the person disconnected me after she tried arguing that the trade-in package I got with my new phone was actually for returning the new phone if I had buyers remorse and I shouldn't use it -- in direct conflict with every piece of information that was included in my package.  Asked if I could take the trade-in to the AT&T store instead -- yes, but then would still have to mail it. So doesn't help at all.  I will mail and pray USPS doesn't lose the package in the Christmas rush :(

ACE - Sage

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118.2K Messages

1 year ago

@Franscol

If the label you have is addressed to Texas it is the return label for your new phone.

The trade-in business is not a department of AT&T it is a third party recycler in Tennessee.

I would recommend you save your IMEI and take a screenshot of the label which has your tracking information as well as the address. Make sure you film your phone on all sides to document that it is in the condition expected and that it is the phone that you are expected to trade in. You can even film yourself packaging the phone in the padded envelope and then into the box.  If you're concerned about theft you could put it in a different box or alter the box so that it doesn't look like every single other box out there that's being used to ship phones. Tape the box closed.

You will take your package to the US Postal Service and check it in over the counter and get a counter receipt. This receipt will also have your tracking number on it. Save it

As I said in my original post, AT&T is the shipper. They are responsible if the phone gets lost just as if they were shipping you a new product and it got lost before it got to you. If it does get lost or stolen, they won't want to honor, but have to if you have proof

Please  don't lose your tracking information and PO receipt 

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