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JSJakob's profile

New Member

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7 Messages

Monday, June 12th, 2023 8:39 PM

ATT won't honor promo

I traded in my phone for a new one. ATT had a promo going to get $1000 off a new phone.  My phone worked fine in the store and wherever they sent it arriving 3 weeks later it wasn't.  Now they won't honor the promo.  All I'm getting in the run around. 

ACE - Sage

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118.3K Messages

1 year ago

Was the phone factory reset, fully charged, and turned off when you handed it over the counter to someone at an AT&T store?

The third party recycler is hyla Mobile in Tennessee. If your phone arrives without function because the battery is dead, they have no means to charge it.   You would receive minimal value for a DOA device as a one-time credit.

Community Support

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232.9K Messages

1 year ago

Hello @JSJakob, we understand that this can be frustrating, for you to be expecting a promotion, just to be told something else different. This is not the experience that we like for our customer to have. 

 

However, our ACE @formerlyknownas is correct. A phone that has not been properly factory reset, backed up, or shipped in the appropriate manner can delay the evaluation process for your discount and, in the worst case, be deemed as ineligible for any offer.

 

Hope this information help. 

 

If you have any other questions, please feel free to reach back out. 

 

HolcyT, AT&T Community Specialist. 

New Member

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7 Messages

1 year ago

My phone was working, all my info was downloaded to my new phone. The manager checked my phone and documented that "YES" the phone works.  From that point on I did not have the phone in my possession. The representative that helped me probably did not turn the phone off and the battery went dead.  Why has this become my fault. 

Community Support

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232.9K Messages

1 year ago

Hello @JSJakob, we would like to invite you to a private DM so that we can take a further look at your account. 

 

Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums. Once you're there, we can continue this over the phone or in chat if you'd prefer. 

 

We look forward to chatting with you! 

 

HolcyT, AT&T Community Specialist. 

 

 

New Member

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7 Messages

1 year ago

Please call me. 

ACE - Sage

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118.3K Messages

1 year ago

My phone was working, all my info was downloaded to my new phone.

This does not mean it was factory reset to remove your user lock. 

The manager checked my phone and documented that "YES" the phone works. 

That doesn't mean full charged or off.

Do you have the store receipt?  

You'll need it

New Member

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7 Messages

1 year ago

Yes, I have the receipt.

New Member

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7 Messages

1 year ago

So now ATT is stating that we did not have the right plan even though the salesman said we did.  I noticed there was a problem with the next phone bill. I went into the store and changed my plan to accommodate the promos.  They said there would be no problem and they would honor the promos.   My daughter's phone went from $20 to $5 with the new plan and promo. However, my phone price did not go from $27.78 to zero.  Why was my phone not changed??

1 Message

11 months ago

Your not the only one my man added me during the bring any galaxy any condition and its been 5 months we handed in a galaxy s4 no one gave a receipt no one put it in our account have gotten the run and we basically were stolen from and absolutely nobody is truthful and absolutely nobody is attempting to fix this we gave a phone and got nothing in return and now we are locked in a contract paying 150 more a month 

Thiefs

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