ryanjhill's profile

New Member

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4 Messages

Tue, Jun 28, 2022 5:27 PM

Trade-in Problems

After signing up for a new account and requesting trade-in shipping materials almost three months ago, I still haven't received anything and am still being charged full price for the new devices associated with my account. I've requested new shipping materials from the customer service department three times, but haven't gotten anything. My local AT&T store also won't take the trade-in, saying I need to go through the online trade-in process. There doesn't seem to be any consistency about what the policies and practices are. On the last phone call I made to the trade-in department, a representative suggested that I should mail the old devices myself to the PO Box listed on my bill, but another representative on the same call told me they wouldn't be accepted without the official trade-in materials. Having read a lot of similar posts on this forum, it seems like this is an ongoing and widespread problem, so I'm filing an FCC complaint. I'd suggest anyone else faced with this problem do the same via this link.

ACE - Sage

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98.5K Messages

1 分钟前

I wish you had hollered before your 30 days was up.

Unless you get a full credit as a lump-sum I would advise you not send your phones anywhere.

The trade-in deal sends your phone's to a third-party recycler who will have absolutely no idea that AT&T might have said they will take your phones late.

New Member

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4 Messages

1 分钟前

AT&T keeps insisting on the phone that they've given "extensions" of the 30-day deadline, but at this point I'm not really confident that that's going to be the case if I'm ever actually able to send the old devices in.

ATTHelp

Community Support

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195.2K Messages

1 分钟前

Hello ryanjhill, let's get you pointed in the right direction for support with your trade-in.

 

We understand the trade-in process can be frustrating. In order to receive assistance with a trade-in. Please reach out to AT&T Trade in department. They have a chat option or you can call 1-888-445-6005 M-F 7am-7pm CST S-S 9am-5pm CS.

 

Let us know if this helps!

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist 

New Member

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4 Messages

1 分钟前

As I said in the post, I've already spoken with the trade-in department multiple times. No one there has been able to give me a solution beyond trying to send me the shipping materials again, which has already been attempted three times.

Based on the many other posts in this forum about this exact issue, it seems like this is a systemic problem that AT&T is just unable or unwilling to solve, hence the FCC complaint. This shouldn't be nearly as difficult as it is, and I'm sure that if it was costing AT&T money rather than costing their customers money, it'd be solved immediately.

MicCheck

ACE - Expert

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11.7K Messages

1 分钟前

I'm going to second what @formerlyknownas said: Unless the person who responds to the FCC complaint tells you to, don't send those phones anywhere, even if the kit arrives tomorrow. 

ATTHelp

Community Support

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195.2K Messages

1 分钟前

Hello @ryanjhill, we can help you take a look into your trade-in.

 

We would need to gain a better understanding of your trade-in.

 

Please share with me which trade-in promotion you used for your device? Did anyone email you a shipping label? And have you been charged the full price for your new device already?

 

Learn how to stay eligible for your promotion.

 

Let’s meet in a Direct Message to discuss your trade-in option. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

Please verify your account, so I can help you today!

 

Danielle, AT&T Community Specialist 

New Member

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4 Messages

1 分钟前

Since AT&T seems to want to keep these conversations private, an update here. AT&T in direct messages now tells me they’re not going to honor my trade in despite telling me before that they’d extended the deadline. No further explanation, just the rote repeating of the trade in department phone number. This is really approaching scam territory. I’m continuing with my complaint to the FCC and would encourage anyone else having this problem to do the same.

(edited)

MicCheck

ACE - Expert

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11.7K Messages

1 分钟前

Yeah, I knew that "extend the deadline" was a bunch of bull hockey. No one likes to tell customer bad news, so they sugar coat, withhold information, or sometimes just make things up so customers are happy. 

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