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cohoman's profile

Tutor

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35 Messages

Sunday, March 19th, 2023 2:51 PM

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Upgraded to S23 with pre-order $1000 credit offer, but only getting $800?

I pre-ordered a Samsung Galaxy S23 in February 2023 trading in my Galaxy S21 for $1000 credit (over 36 months) as part of ATT's pre-order deal. Instead of sending my S21 phone to ATT via USPS mail, I opted to turn in my S21 to my local ATT store and get a receipt. I did this, because last year ATT lost my wife's iPhone trade-in and I've been battling with ATT for the last 5 months trying to get it the trade-in credits.

So, I have a device trade-in receipt from ATT that shows a value of $130 but it says "up to $1000 off Samsung S23 family". The ATT clerk who examined my phone and gave me the receipt told me although it says a value of $130, I would get the full $1000 credit.

To confirm this, I also chatted with ATT online support and specifically asked the question about trading in my S21 and getting the full $1000 credit, even though the S23 phone that I was upgrading to only cost $800. The support person said yes, even though my the S23 was $800 I would still get the full $1000 credit over the next 36 months.

Yesterday I get my first bill from ATT since upgrading to the S23 and I see I'm only getting monthly installment credits reflecting a $800 trade-in, not $1000. I contacted ATT support and their supervisor told me my S23 costs $800 so they are only giving me $800 credit (basically a free phone over 36 months). I explained the whole story and the supervisor told me to call the "Loyalty Care" number and disconnected the chat session. I knew that was an endless avenue to nowhere because of my battles with my wife's iPhone trade-in.

Did anyone upgrade to the S23 with the pre-order and are you getting your full $1000 credit? Did you also trade in an S21 or older model?

Accepted Solution

Official Solution

ACE - Sage

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117.8K Messages

1 year ago

See here

Accepted Solution

ACE - Sage

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117.8K Messages

1 year ago

Clearly you did not read the offer. The credits will not exceed the retail value of the phone you purchased. If you purchase the regular s23 with a retail cost of $800 you will receive $800 in credits making the phone free.

By the way the offer was up to $1,000 in credits the keywords being up to. You had to purchase a $1,000 or more phone to get $1,000 in credits

(edited)

ACE - Expert

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64.7K Messages

1 year ago

You didn’t really believe you would get more in credits than the phone cost, did you? Any support person that told you differently was clueless. As noted, in order to get $1000 in credits, you needed to buy a phone that cost $1000 or more.

Tutor

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35 Messages

1 year ago

Yes, you are correct in that I didn't read the fine print. Instead, I made the mistake in trusting the word of two ATT employees and the ATT ordering web site that indicated I would get $1000 credit for the pre-order deal that I signed up for. I'll certainly never make that mistake again.

And yes, it seemed strange that I would get $1000 in credit for a $800 phone so that is why I asked ATT billing support that specific question,  which they answered yes. So again, I've learned to not trust any response unless I see written confirmation on a contract or agreement. 

ACE - Sage

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117.8K Messages

1 year ago

🤦🏼‍♀️

All you had to do is read AT&T's website. AT&T publishes every bit of the information on all of their deals.

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