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Contributor

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1 Message

Mon, Dec 9, 2019 4:44 PM

Trade-in shipping package not received

How long should it take to receive my prepaid shipping package for my trade in devices? I don’t want to send them late and be stuck paying full price for my new phones.

Responses

Brand User
ATTHelp

Community Support

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144.7K Messages

a year ago

Hello, @Sub0rdinary,

 

Thank you for reaching out. The return label should have been included in your order. If you went into a store for an upgrade, then your trade-in devices should be returned at the store.

 

If this was an online order and you didn't receive a return label, please let us know.

 

Have a great week.

 

James, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

2 months ago

AT&T sent an in person representative to my house to do my trade in. It went very smoothly. However, she did not have the trade in box with her. She said that it would come in the mail in a few days. That was October 26th. It is now November 17th, and I can constantly called AT&T to find out where my trade in box is. When I looked up the tracking number, it had still been sitting in Pre-Shipment status for over a week. I called  on November 12th to complain and they scheduled to send me another trade in box. I check that tracking number and it’s STILL has a Pre-Shipment status since November 13th. It does not take this long to get a package out to USPS. Someone is not doing their job at AT&T and it could possibly cost me extra money as I have been waiting on my trade in box since October 26th. What is the point of doing an in person, in home trade, if you’re not going to have the trade in box and label handy. I am highly dissatisfied with the service I have received from AT&T. 

New Member

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2 Messages

2 months ago

I received my trade in materials. Thank you. 

New Member

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2 Messages

2 months ago

I was supposed to receive my trade in materials over a week ago but still haven’t received anything and can’t get through on the support line to see what the issue is and the automated chat feature is worthless for this issue

New Member

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4 Messages

2 months ago

I am in the same situation. I requested shipping materials on 11/1, and re-requested on the 16th and have still not received anything. I also went into the store and they told me I could not trade in there because I initiated the trade in online. Is there anyway to just get a shipping label emailed to me? I can pack it myself. 

New Member

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2 Messages

a month ago

I am having the same issues. I've now had to request my trade in kit 3 times and have been waiting for over 40 days with no luck. If the $800 trade-in promotion is lost due to this issue ATT will be losing a customer for TV/Internet and phone. I've spent 3+ hours on the phone/hold with all different departments for this issue with no resolution to this point.

New Member

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1 Message

a month ago

I initiated the trade in on Oct 23rd, it is now Dec 9 and still have not receive my box to send back. After being on hold for over an hour customer service said to call the trade in department, which is closed for the day.

Contributor

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5 Messages

a month ago

I finally got through to Trade In Support and they told me that they were running a minimum of 3 weeks behind on sending the trade in materials out due to their increased volume and the mail slowdown.  I ended up cancelling my mail trade in and going to my local AT&T store and doing the trade-in through them, which was easy once I got past the 1 1/2 hours on the phone with 3 different support departments.  Trade in support told me in order to comply with the 30 day trade in requirement to qualify for the promotion, I would have to call customer support to request they increase the trade in window for me due to the issues on their end, decided to go the cancel and walk into the store route since I didn't trust the conflicting information I was hearing from support.

New Member

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4 Messages

a month ago

When you did that, were you still eligible for the 800 promotion, or did it drop to 700?

Contributor

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5 Messages

a month ago

The phone I was trading wasn't going to get me $800 anyway, but the $350 credit I'm receiving on my trade in is the same as the one I would have received through a mail in trade and I've got a receipt to prove they got the phone and have authorized the credit.  

New Member

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1 Message

a month ago

Any updates on this issue. I traded up to a new phone on 11/13/20, still waiting on my return packaging. It is correct the phone number for redemption follow up is useless.

New Member

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1 Message

a month ago

I am having the same issue. I've been waiting for my trade in kit for over 60 days with no luck. I am worried of losing the $800 trade-in promotion due to this ATT issue. I've spent hours on the phone/hold with all different departments for this issue with no resolution to this point.

New Member

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7 Messages

16 days ago

ATT HELP, please help.

I've been waiting for shipping materials on two phones since 12/18/20.  I still haven't received anything.  I e-mailed, got no response.  I'm on hold with the trade in team for 45 minutes now and no response.  There's a lot of money at stake here.  Please help.  Trade in #'s:

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New Member

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4 Messages

16 days ago

I ended up cancelling the trade in and going into the store, they were able to honor my 800 trade in credit and I got my credits faster than the one I ended up getting shipping materials for.

New Member

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7 Messages

16 days ago

What store did you go into?  AT&T store, or other?  I bought my phones at Costco.

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