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Annoyed_LA_Customer_WestHollywood's profile

4 Messages

Tuesday, November 7th, 2023 2:03 AM

Closed

Has anyone else been promised a trade in offer than had it revoked after purchasing phone?

Curious if I am alone with this issue.    On 10/30 I went to an authorized AT&T store to look for a new phone.   An employee showed me phones and told me if I was interested in the 15 there was a trade in offer of $700 for my old iphone.   I questioned to make sure I was understanding that with this trade in my cost would be significantly less than the 14 (that I was looking at originally).   He confirmed and indicated I would be on the hook for taxes for full amount but otherwise could come back when the phone came in, have someone transfer the old phone to the new phone, then would get a $700 credit.    Sounded great and as a LONG TIME customer of AT&T I had no reason to not trust this.

When my phone arrived two days later (and the associate who helped me was not working) I was a bit surprised when I was just handed the box and told I could figure it out at home.   I requested my old phone be transferred to new phone in store largely for the ease of the trade in as recommended by the previous sales associate.    The new associate begrudgingly and with attitude agreed to do this.    (And again, every time I've upgraded my phone, the associate in store who helped me always offered this service so it hardly seemed a big ask).     When I was finally done and someone finally circled back to help me, after erasing my old phone and taking the screen saver off they told me the trade in was only $350 and suddenly refused to honor the $700.  I was told this deal didn't exist and there was no way they would honor the deal I was promised.   When I asked to speak with somoene higher, the manager came out who told me there was nothing she could do.   I asked if we could speak with someone else and was rudely told she would send an email but refused to tell me who this person was, or copy me on the email.  I was told someone would be in touch by today to discuss and didn't happen.

I tried calling the 800 customer service number and was told basically to go back to the store and discuss even though I had - with the manager.   I was given an email address by the chat feature as they originally said I would need to call the 800 number to discuss and I requested an email contact as both people at the 800 number seemed unable to help.

Curious if others are having a similar issue and if they were able to resolve without changing companies? 

Accepted Solution

8 months ago

Your employees should not have been offering outdated deals and selling phones with false offers.  

This message was the final straw and I am no longer an AT&T customer.   Incidentally  I got a better phone and my bill is cheaper on Verizon!

ACE - Master

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11K Messages

8 months ago

An Authorized AT&T store isn’t a store owned by AT&T and their employees are not AT&T employees.  The store is owned by a separate company, and are only authorized to sell AT&T service, but AT&T isn’t responsible for what they promise you.  They can be shady.  

This is the current AT&T offer as of 11/3, and what AT&T will honor.

https://tradein.att.com/offer-details


Not sure what day you actually did the trade, but if it’s 11/3, these are the promotion parameters.  Hopefully someone has access to the previous promotion, if you did the trade on 11/2.  Whatever promotion in effect on when do the trade, is what applies, and they change without warning.  A phone worth $700 yesterday may only be worth $350 today if the promotion changes today.

 
What old phone did you trade in, and for what new phone?  What was the condition of the trade in phone?

8 months ago

In response:   I was told the promotion I was offered on 10/30 had actually ended 2 weeks prior.   I was told this two days later after purchasing the 15.  Purchase was made on 10/30 based on the fact an employee told me my old phone would receive a $700 credit.   Paid the tax on 10/30.   To be told 2 days later this offer would not be entertained and in fact wasn't valid the day of offer seems incredibly unethical if not straight up illegal.    

Store employee (manager) was horribly rude and dismissive and refused to even take back my phone "until it was resolved" which it clearly won't be and told me I was welcome to just return the new phone and change carriers.   The condition of the phone (which was checked on 10/30 was not questioned, I was just told the $700 offer was NEVER on the table despite being promised two days prior.   

And incidentally I perhaps misspoke - it was an official AT&T store, the employees wore AT&T shirts so I am not sure how they would be considered not official AT&T employees???  

(edited)

ACE - Master

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11K Messages

8 months ago

You said an “authorized” store, which generally means what I said.  Actual AT&T stores are “corporate” stores.  My response was based on the terminology that you used.  That said, if it was an actual corporate store, your best bet may be to file a BBB complaint to get it escalated to upper management.

ACE - Expert

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14.4K Messages

8 months ago

What phone did you trade in?

Assuming you went to the West Hollywood store, it's a corporate store per the website (though it's occasionally outdated). That doesn't really matter except in how difficult it might be to get the resolution you want.

ACE - Sage

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118.3K Messages

8 months ago

You haven't mentioned what phone you were trading in.

The trade-in is run by Assurant Mobile.

The amounts permitted for each trade in are published in AT&T's online promotional information and would have been published with a list of phones that were eligible for $700, and $350, on the day you made your purchase.

Doesn't matter what you were "promised", what matters is what the published promotion included as an eligible device.

8 months ago

I was trading in the 11, the employee looked at it and said it would qualify for the $700 trade in.    I'm personally not seeing how it would ever be okay for a sales person to sell a phone based on an offer that apparently wasn't valid??  (I have asked for video of the store to confirm what the store was promising)  When I pushed back and asked the store honor what they promised the store handed me my phone back after taking the screen saver off and deleting it and didn't want to deal with the trade in.  

As suggested above, taking it up with the BBB.  

ACE - Sage

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118.3K Messages

8 months ago

Unless your iPhone 11 was damaged, or still under installments, or not the model you claimed, it would have been eligible for the $700 tier.

The dollar allowances change, but the phones that are good for top tier mid-tier and bottom tier really have not changed. IPhone 11 has been mid-tier since the 15 came out. 

The regular iPhone 11 on the current offer (and I don't know when the offer changed but the offer is determined by when you make your purchase) but it's now down to 350.

Better Business bureau complaint will get you in touch with someone who can look at the offer at the time you made your purchase and tell you what the offer was based on your phone and in its current condition.

Just understand that dead pixels cracks or damage and your phone's value may drop below the value that would have gotten it full credit for $700

If $350 doesn't cut it, see what you can get selling it used on swapa or eBay

(edited)

Community Support

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232.9K Messages

8 months ago

Hey there! We understand where you're coming from, and understand the importance of receiving the deal you were promised. We are here to provide the clarity you need.

 

The device valuations/trade in values for the iPhone were revised, effective 10/12. Accordingly, the valuation for the iPhone 11, while $830 prior to the change, was revised to $350. You can find the device valuation and trade in credits' values for devices below:

  • Up to $830 in bill credits with smartphone trade-in value of $130 or higher
  • Up to $350 in bill credits with smartphone trade-in value of $35 to $129

So, if your order was placed after 10/12, you have received the maximum value for your device.

 

You can also use the link below to find your device's approximate value, and more information about the iPhone 15 deals. 

 

Hope this information helps, and do let us know if you need assistance in the future.

 

Thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist. 

 

ACE - Master

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11K Messages

8 months ago

There is no point in continuing to engage someone who has said they’ve already left AT&T.  There is no more AT&T question that needs to be addressed.  The OP has found their solution.

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