In Home Expert Ghosted us

We're here to assist you with trading in your wife's device @samirjt.

We know the impact this can have. We'd like more information about what you were told by the in home experts, so that we can start looking into this for you. 

• If you signed up for a trade-in promotion, what were the make and models of the device you purchased? This will allow us to research the related promotions, and check to confirm your promotional credit eligibility. 

You can also start your trade online by selecting the device you want to trade in and following the prompts. You will learn your device value and let us know where to send your trade- in kit. Once we recieve your trade in you will recieve a confiramtion about your trade in device.

Please let us know if this was helpful to you. Thank you for reaching out to AT&T Community Forums.

Marilyn, AT&T Community Specialist

The issue goes beyond the trade in.  We were promised all sorts of discounts, and now fear that none of the promises will be kept and we will have a long, protracted battle with ATT.  How do I register a complaint and have someone help resolve all of the open issues?

As a new wireless customer with existing or new internet service you are eligible for 25% discount off of your wireless service bill.  

There is of course the auto pay and paperless billing discount which any AT&T customer on the new plans is eligible for once you enroll in auto-pay and paperless billing

The phone deal requires that you trade in your old phone within 30 days. Please make sure you meet this 30-day from date of purchase or you will have a battle with AT&T. If necessary use the information to get a shipping package through the trade-in program link provided.  

These in-home representatives are in general subcontractors, not employees. They cannot offer you anything that you can't get by showing up at an AT&T store and signing up as a new wireless customer who already has internet service. So don't think that was anything special.

These in-home representatives are in general subcontractors, not employees

In general, yes, but ATT does have employee in-home experts, so the reps could have been ATT employees. 

How do I register a complaint and have someone help resolve all of the open issues?

File an FCC or BBB complaint to escalate to corporate. The complaint will result in someone from corporate contacting you. If the promised discounts and credits were legitimate, they can resolve.

We understand @samirjt, and we want to help go through this with you. 

Most of our discounts or promotions don't start immediately, such as the ones our ACE @formerlyknownas brought up. Because of this, we'd like to go over these in more details to clear this up:

• Trade-in promotional credits require you to trade-in your device in first, so it's condition may be evaluated and it's trade-in value can be determined. Once that is done, you'll start receiving monthly credits for the promotion after 1-3 billing cycles later. You'll need to trade-in your device within 30 days to qualify, so please refer to this forum thread about how to trade-in your phone. There is a one-time catch up credit once these credits start. 
• The 25% wireless discount is applied to your bill whenever you sign up for a new wireless account and already have Internet service. These credits only apply for the price of the plan, they're applied after the AutoPay and paperless billing discount, and can take up to 3 billing cycles to be applied. This also has a one-time catch up credit once the discount starts. 
• By signing up for AutoPay and paperless billing, you'll get $10 off your wireless plan cost as long as you're enrolled in both AutoPay and paperless billing. This discount starts within 2 billing cycles of signing up for these features. 

Your first wireless bill may be higher because it also includes some other one-time fees, such as activation fees or partial month charges depending on when you signed up. 

Please let us know if this helps clear up what to expect whenever you get your first bill, along with what to do with your trade-in. If not, please let us know so we can discuss this further in a DM.

Dylan, AT&T Community Specialist