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JDWellsRN's profile

Coach

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6 Messages

Sat, Nov 15, 2014 4:10 PM

Absolutely APPALLED by AT&T Trade-In Program!!

I traded in my absolutely pristine iPhone 4 back in Sept (came directly from an Otterbox case before shipping) and was promised $50 for it in trade toward my Note 4. The phone was received by AT&T over a month ago. I was never contacted about there being a single issue and received my card in the mail a few days ago. So today I go to activate my "$50" AT&T Promotion Card and to my GREAT surprise it only has $19 on it. I sent a pristine iPhone 4 and received a fraction of the quoted value. So I called AT&T support.

After being thrown to about 5 different departments (me having to call each one myself because they couldn't just trasfer me), NONE of them could actually help me. All I was told is that the person that inspected it said that it was cracked right near the "slider somewhere on the back"......... THIS IS AN IPHONE!!!! WHAT SLIDER???? She said I can view a photo of it online under the status of my trade.... So I looked... NOPE! Says $50, Print Trade-In Receipt... No link to any adjustment, nothing for AT&T to prove to me that they received a broken phone. She said she was looking at it, so once again I logged in multiple times, from multiple browsers, NONE had a link to an adjusted price with a picture of my broken iPhone. I asked her to email me the pictures, or link that she is able to see. Then the story changed. She said, she couldn't really see the picture too well because it was really just a picture from somewhere around the camera... So I asked her to send that picture, as well as all the other pictures to prove it was MY phone in these pictures. I said, "Surely AT&T would snap a picture of all the angles to show what phone they inspected. How else can they keep track of what they are inspecting?? How is a picture of an area around a camera going confirm that they inspected an iPhone???" (you'll find out why in a second). She put me on hold so she could "call another department", then came back on and told me what I already told her they told me about the phone being cracked. Once again I asked for a copy of the pictures. Then she says that she cannot email me the pictures. So I ask how to dispute this... She says, "You can't".... She says, "There is nothing I can do for you, sorry"..... 

 

So there it is..... I have had the WORST service from AT&T over the past 3 weeks, in EVERY SINGLE THING I HAVE NEEDED HELP WITH! All the way from having my account completely destroyed while trying to purchase a new phone for my wife, to today. I am stuck here with a person "telling" me that my beautiful, shiny phone was cracked, with absolutely NO WAY to prove it to me. This is UNACCEPTABLE! 

 

I have no idea what to do, other than just sit here and take it (again). When you are told your perfect device is not perfect and therefore NOT worth what they promised, but with NO WAY to show you why, and that there is nothing that you can do about it and nothing they can do to help you.... It is the most horrible, mortifying thing a company can do to you. I have been with AT&T wireless since they bought out Cellular One. And was with Cellular One for YEARS before that.... 

 

I am just going to payoff my device in full and go to another carrier. This has been a nightmare to have to deal with. 

Responses

ATTJulieCS

Former Employee

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1.1K Messages

6 years ago

@JDWellsRN , we're sorry to hear of your experience. We will gladly investigate this further for you. Please send us a private message by clicking here, including your name, account number, contact information and the best time to reach you. We have a great team of specialists who will be in touch within two business days to assist.

Contributor

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1 Message

6 years ago

I was promised $200 for my iPhone 4, but got a promotion card for only $19. When I called, I got bounced around to 3 different departments and was finally told that they would investigate & I would get an email within 48 hours. It's been over 2 weeks - no email. Today, I called the number on the trade-in web site. After a 25 minute wait time, I finally got connected. I was told by the rep that the phone I sent was broken. He said it had a crack on the back of it. From $200 to $19 for a phantom crack? I kept my phone in great condition with NO cracks. I asked for the picture & was told he couldn't send it to me, but would ask some other department to email it to me within 48 hours(again!). I'll wait 2 days, then I'll have to do some escalation of my own.

Contributor

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1 Message

6 years ago

I FEEL THE ATT TRADE-IN PROGRAM STOLE MY IPHONE.

 

I am very disgusted with ATT Trade-in Program.  They offered $150 for my excellently working IPHone 5 and I answered all the questions as I did everything that needed to be done.  Most importantly, deactivating the FInd My Iphone.  Brought it to an ATT Corporate store to remove the sim card, and to check if everything was good to go.  He said, it is ready to go.  2 pairs of eyes! It's ready to be put in the mailer ATT sent.  Next day off it went.

 

7 weeks later I receive the promo card -- $27. I called the number and they said because the phone was not deactivated and now it is a "rock - useless and now in the warehouse."  I said to give me back my phone or give me what it's worth.  They said they can't do anything.  This made me sick that I really vomited.  I felt I was screwed, I FELT THEY STOLE MY IPHONE!!!!! It's their word against mine.  How can you tell that nobody took interest in that phone?  It was passed from one hand to another and they have no proof of what they claim.  They never e-mailed me or called to say the phone does not qualify for a trade-in they promised.  How???

 

I call ATT Customer service ask for a manager, they won't get the call and just say that you have to call the ATT Trade-in program who is actually a 3rd party affiliate of ATT.  So where do I go?  I filed a complaint with Federal Trade Commission, I will file a complaint with Better Business Bureau, and the Federal Communications Commission.  I hope I can get a solution to this scam. I could've given my Iphone to my son. 

 

 

bizhui

Scholar

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457 Messages

6 years ago

So true!

Tutor

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4 Messages

6 years ago

Exactly... If I knew I was going to end up having to pay for my phone anyway, I would have just kept it and sold it on Ebay!! There is clearly a scam going on here somewhere and shame on AT&T for making us customers pay the ultimate price for their mismanagement of this program (or worse!).

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