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rupaligiri's profile

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Wednesday, December 6th, 2023 11:37 PM

NOT GETTING MY TRADE IN CREDIT ONLY A DONATION CREDIT OF $150!!!!

I am beyond frustrated with ATT and I have been a long time member. I initially wanted to get the iphone 14 and spoke to an agent who sent me a trade in kit in Aug and then I realized the iphone 15 was releasing a few weeks later.  Since I had already ordered the 14 I was told to refuse delivery and I could place an order for the 15 on release date of 9/15. I did this. After waiting 3-4 weeks for the iphone15 to arrive I synced my old iphone 11 to the 15 . I placed the iphone 11 in the trade in box and mailed it into ATT hoping for around $800 credit. 

I am now told I will NOT get the $800 credit or so bc the label I used was out of date!!!! No one told me! Even though I was purchasing the NEW MODEL and waited to buy it ON RELEASE date. ATT is not honoring anything but considering my phone a DONATION. I am beyond upset and frustrated at the trade in department. NO one informed me the label would dictate my TRADE IN! They can easily see that I returned the 14 and bought the 15 AND sent in my phone. I wasted over an hour today in chats and on the phone and it made NO DIFFERENCE. 

I can't believe there is no understanding or flexibility at all!! I am so disappointed in this program and will NEVER do it again. How is someone supposed to know the label would "expire" the return? Even being able to see all my information and not knowing this, they aren't willing to do anything but a measly $150! Loyal customers mean nothing. 

(Edited per community guidelines)! 

Accepted Solution

Official Solution

ACE - Expert

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14K Messages

3 months ago

A label doesn't expire. When you ordered the 15, you should have received a trade-in kit about 2 weeks later. Is that the label you used to send in the trade?

If you refused delivery on the 14, the only other label you should have received would have been the label to return the 15, which came in the box with the 15. If you used that, it wasn't "expired," but the 11 went to the wrong place.

Community Support

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229.8K Messages

3 months ago

Hey there! We completely understand where you're coming from, and this is not how we want you to feel about our services.

 

Let's get this checked.

 

We'd need a few additional details about this situation to assist you better, and we'll also need to look into your account to investigate further, so we'll move this conversation to a DM. Please look out for a DM notification from us.

 

Looking forward to speaking with you.

 

Thanks for visiting AT&T Community Forums.

Kelly, Community Forums Specialist.

1 Message

3 months ago

I just called ATT and am not getting anywhere. I traded in my 2 phones for an iPhone 15. They sent me a return box and returned my 2 phones in one box and somehow ATT is telling me that they only received one phone and the screen was broken but the 2 phones I returned were in excellent condition. I was also told that I should have used 2 shipping boxes and returned one phone per box. There was only one shipping box sent to me together with my new phones. ATT rep told me that it was my fault that I used one shipping label and box for the 2 phones. There were no instructions that I should have returned each phone with each separate shipping box. Had I known that this would have happened, I would have switched to another wireless phone company.

Never again!!!  ATT has poor customer service and a poor department that handles trade-ins. I am at a lost. 

Former Employee

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2.5K Messages

3 months ago

@tomacruz  AT&T doesn’t even get your trade in phones. They go to a third party recycler. Each phone should be sent in its own box.

Community Support

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229.8K Messages

3 months ago

Hey there! We understand the issue you have faced regarding your trade-in, and we are here to get you the help you need.

 

In case of a situation like this, we will need to look into things on an account-level to gather additional information about the trade-in. Look out for a DM notification from our end, where we will take things forward.

 

Looking forward to speaking with you, and thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist, 

 

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