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Sam07sung's profile

9 Messages

Tuesday, April 16th, 2024 9:24 PM

AT&T not honoring trade-in promotion

At the end of January, AT&T ran a promotion to trade in your Samsung phone in any condition for an S24.  Once I got the new phone, I sent back my S7 and received confirmation that it was received.  I waited 3 billing cycles for the credits to be applied and when that didn't happen, I contacted AT&T support.  I was told that my trade-in did not qualify because it had a swollen battery.  First, this is not correct.  There was nothing wrong with the battery or the phone and I was using it daily until I shipped it to them.  Secondly, every TV and online advertisement stated that you can trade in any Samsung Galaxy, Any Year, and Any Condition.  There was no mention caveats like a battery condition.  This seems to be a case of false advertising.  As a retired AT&T employee, I am disappointed to see a great company like AT&T use shady tactics.

After escalating this issue and receiving no assistance, should my next step be to file a complaint with the BBB?  

ACE - Sage

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118.2K Messages

2 months ago

AT&T never saw your phone. They don't have any information on your phone. Whenever they give an excuse like a swollen battery there's no reason to believe that they have a correct answer. Your phone went to Assurant Mobile in Tennessee.  Not at&t.

There's more than just buying a new phone and trading in an old one under the any year any condition for s class phones. You had to be on a qualifying unlimited data plan. You had to purchase the phone on installments.  You at 30 days to trade in your old phone. 

Bill credits starting approximately 90 days. This promotion at the end of January, should start credits to the end of April. It is now the middle of April. 

You are looking for credits sooner than credits should begin 

9 Messages

2 months ago

Thank you for your reply.  We are on a qualifying plan, we purchased it on installments, and we traded it in immediately.  Even though ATT has denied our request for the so-called "swollen" phone are you saying there is a slim chance that they will begin credits in the next few weeks?  Appreciate the guideance. 

ACE - Sage

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118.2K Messages

2 months ago

In a three-part reply:

1.  AT&T doesn't have your phone and first line customer support peons don't know why Your phone has been disallowed.   AT&T only knows whatever information Assurant has kicked back to them about the phone. I sure rent has a code list for phones that are disallowed which includes a long list of things, swollen battery is just one. In other words it would not say just " swollen battery ". It would say:  swollen battery / user locked / IMEI blacklisted/ etc

If it's not factory reset with your user lock removed it is worth nothing even if it's in perfect exterior and working condition.  Also if it has been blacklisted as lost or stolen.   Like if you ever made an insurance claim on it for being lost and then found it again.  People don't realize that when your phone is replaced with insurance, and you find it again, it is blacklisted because it technically belongs to the insurance company.  If it's blacklisted you can't use it as a trade-in

2.  90 days ... The s24 series went into pre-order the middle of January was released January 31st according to Samsung. 90 days from that would be approximately April 30th. Always expect 90 days when there is a high volume sale and high volume trade-in.

3.   If you file a better business bureau complaint online, The complaint is forwarded immediately back to AT&T upper Management and they will contact you.  You should expect to provide all of your documentation.  But for management  might get you a more accurate answer as to why your credits have not yet been applied, or if it was declined.  

9 Messages

2 months ago

Appreciate the input and before I mailed it in, I did a factory reset, etc.  I will wait for the next billing cycle and hopefully I will not need to file a complaint with the Better Business Bureau.

9 Messages

1 month ago

UPDATE: It has now been more than 3 billing cycles and my AT&T promotion to trade in your Samsung phone in any condition for an S24 credit has not been applied.  I looked at my confirmation status and it states the following Promocode: 1000SAMS24AYACIDP states Other Swollen/Expld Android Battery - Other.  After already escalating multiple times and receiving no assistance, is my only recourse not is to file complaint with the BBB?  

ACE - Master

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10.9K Messages

1 month ago

I think you need to file the BBB complaint (if that’s what you were trying to say with your weird double negative last sentence).

9 Messages

1 month ago

Yes, I need to edit my post before I send, LOL.  I am going to file a complaint with the BBB.

9 Messages

24 days ago

Great News!  After filing with the BBB, AT&T has agreed to apply the Samsung Promotion Credits for my S7 trade in.  Thanks to everyone that replied to my original request.  This ticket issue is closed!

9 Messages

24 days ago

I appreciate AT&T working with me on this!

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