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akoxeno's profile
akoxeno
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Scholar

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147 Messages

Tue, Jul 11, 2017 3:39 PM

iPad Pro Trade-In Nightmare

I ordered and received a new iPad Pro last month. At the same time, I completed the online form to trade-in my original (18 month old) iPad Pro.

 

First AT&T sent me the wrong size packet to send in my 12.9" iPad Pro. It was also so flimsy that the screen would have been broken in transit.

 

I was then given a $25 credit and used that money to have UPS custom package the iPad Pro. I followed the progress of the shipment using the tracking number since I used the UPS shipping label made available to me by AT&T.

 

Since I do not have a confirmation email much less a $285 gift card, I called today to find out the status of my credit. I was told they did not receive my iPad Pro! But when I use the tracking number provided by AT&T, it shows delivery on 6/22/17 to Fort Worth, TX.

 

Very frustrating ordeal and I am not convinced today's phone agent will resolve this issue.

ATTHelp

Community Support

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176.5K Messages

4 y ago

Hello there @akoxeno!

I can understand your concern in this matter. I would be more than happy to help you!


Don’t worry we are here to help. To better assist you in tracking this order I will be sending you a private message to gather more information. Please be on the lookout in your Community Forums Inbox.

I hope to hear back from you shortly and have a wonderful rest of your day!

Zach, AT&T Community Specialist
 
akoxeno

Scholar

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147 Messages

4 y ago

I am looking for some kind of response whether a PM here, a return phone call that was promised, or a response to my email.

 

I have photos of my iPad Pro before it was shipped and the way it was shipped in addition to the UPS tracking record.

ACE - Sage

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90.5K Messages

4 y ago

@akoxeno

A PM, (private message) would come in the envelope at the top right.    

BTW the selling price of an iPad Pro on eBay is between $700 and $900, for the older version.  Trading in is never the way to go.  eBay is extremely easy to use.

 

akoxeno

Scholar

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147 Messages

4 y ago

Thank you. I do know where to find PM but no new messages in the last 24 hours.

 

I looked at other ways to sell the original iPad Pro and did not see the price you quote as I have sold electronics on Ebay, Craigslist, FB, etc., but my international travel schedule is such that I took what seemed to be the easy way. I should have known something was up when the AT&T store would not assist me in any way.

akoxeno

Scholar

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147 Messages

4 y ago

I cannot find the message here, but I got an email alert with someone asking if my issue has been resolved. My response is no.

I did get more than one PM from here and finally emails from AT&T trade-in offices but from my perspective the case seemed to be stalled at this point. I followed all the AT&T instructions and yet they are uncertain that they received my iPad Pro even though the UPS tracking system says they did.

ACE - Sage

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90.5K Messages

4 y ago

@akoxeno

If UPS tracking has the tablet back at ATT, then it's time to Make sure ATT has a copy of the tracking and file a complaint with which ever consumer group will get the job done.  

Sometimes a gentle nudge fails and you have to whack it with a hammer.

 

akoxeno

Scholar

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147 Messages

4 y ago

I fear you may be right. This ordeal has gone on for weeks but as AT&T did not respond until last week, I thought to give them one more day.

ACE - Sage

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90.5K Messages

4 y ago

It's up to you.  They aren't fast, and they do seem to agree they have it, so it can't hurt to give them more time.  

I just bought one for twice what ATT is paying you.  Sorry.  🙁

Fingers crossed

 

akoxeno

Scholar

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147 Messages

4 y ago

Hmm, well actually they have NOT confirmed that they received the iPad. I sent them all the numbers: account, tracking, invoice. I sent photos of the iPad before it was shipped and how it was packed by UPS.

One AT&T agent complained that I did not use their package, that is the first one they sent to me. I sent them a photo that showing the package they sent was not only too small but with no padding the screen would have been shattered.

Then I documented that I was given a credit by an AT&T trade-in agent to have UPS pack the tablet for me. So again I followed ALL their instructions.

This episode will live long in my memory and will change the calculus for me when relating to AT&T going forward.

ACE - Sage

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90.5K Messages

4 y ago

Hmmm..   that makes me lean more toward the hammer.    You are not the first to complain about the packing.  Usually after their device is shattered.

 

 

akoxeno

Scholar

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147 Messages

4 y ago

Due to distractions like a trip that determined my employment for the next four years, I have stepped aside from this ordeal for a bit.

However, once I tried to resume contact with AT&T the result has been deafening silence.

So this morning I filed a complaint against AT&T with the Better Business Bureau. I will also be reporting this AT&T failure via social media. 

In the meantime, I will look at informing my office about AT&T's gross failure and review my future relationship with AT&T.

ATTHelp

Community Support

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176.5K Messages

4 y ago

Hello @akoxeno!


We appreciate your time and patience in this matter it is greatly appreciated. We’re currently waiting on the warehouse to email us back about the phone’s IMEI. Once we get the message back from them we can further assist you/


I want to thank you for your time, patience and understanding. Have a great rest of your day!


Daniel, AT&T Community Specialist

akoxeno

Scholar

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147 Messages

4 y ago

I got a call from an AT&T rep saying my iPad Pro has been located and the gift card is on its way.

 

It turns out that when I entered in the IMEI number in the online trade-in form, I got one number wrong so I must take responsibility for my error that contributed to this ordeal.

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