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spenglersue1's profile

New Member

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2 Messages

Friday, May 26th, 2023 3:46 PM

Employee Training issues and no credits for returned phones

I have 2 phone upgrade issues. The first was a free upgrade to an iphone 14 which we did at the store. We were told it was just  a free upgrade. They moved the data to the new phone and sent us home with both phones. Later when I called in about the charge, I was told we needed to send in the old phone for the credit. Why didn't they keep the phone at the phone store or send us the return packaging to send it back?  We didn't question this because we were told it was a free upgrade and not a trade in.

Secondly, I paid off my iphone 12 pro max to trade in for the $1,000.00 credit and they ordered the iphone 14 pro max since they didn't have it in the store.  I kept calling about not getting the credits. When I called, I was given a canned response to wait 2-3 billing cycles. It wasn't until I escalated  the issue that someone looked into the issue and at this time I was told the phones needed to be sent back. They issued me 2 return labels. Unfortunately, the labels did not send the phones to the trade in center, rather to just the return phone center and evidently the 2 centers don't talk. They did verify the phones had been received.  During all this I was referred from department to department then back to the phone store. It felt like a stall tactic hoping I would give up. I did nothing wrong, just followed what directions I was given by the AT&T representatives.

I am expecting The $1,000.00 trade in on my phone and a full credit for the 2nd phone upgrade. 

As you can see there are multiple  training issues. Too many to list.

Accepted Solution

ACE - Sage

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117K Messages

11 months ago

Most authorized retail stores cannot take your trade in at the store. You have to go to a corporate store for that.

AT&T trade in offer has been advertised since mid 2019 absolutely everywhere.  (Actually all three networks had been advertising trade-in deals since 2019)

It's on television, it's online, Half the time I watch a YouTube video I have to sit through AT&t's advertisement about trading in to get the newest phones, it's on the website and they even send annoying emails on a regular basis to their existing customers letting them know that You can upgrade with trade in to get the newest phones.

If you were physically in the store, there should have been signs for the trade-in promotion plastered everywhere.

If you did not trade in a phone for a trade-in offer during the 30 days, Or did not switch to/or have a qualifying unlimited data plan, and you still have your old phones, then sell them on swappa for a lump sum.

Former Employee

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32.9K Messages

11 months ago

You were at an authorized retailer. They are not AT&T employees 

ACE - Sage

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117K Messages

11 months ago

New Member

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2 Messages

10 months ago

Having been with AT&T almost 50 years, I didn't expect this to happen. I guess the next step is to file a complaint with the FCC and small claims court/arbitration. At least that is what my counsel says. 

ACE - Sage

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117K Messages

10 months ago

This is why the deals are widely publicized. Unlikely you have a leg to stand on. But sure.  Why not.

You'll get a response from AT&T upper management and they may throw you a bone. But they're also going to show you the public offer. The very very public and very well advertised 4-year-old published offer.

Ads are also very likely on any paperwork you received from AT&T including communications on your monthly bill.

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