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iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

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iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

 

Hi all,

 

I went through all of the steps at https://www.att.com/esupport/article.html#!/wireless/KM1180261 and used the FALL2016TRADE promotion code to trade-in my unlocked (perfect condition) iPhone 6 for a iPhone 7. As expected, the trade-in value was shown as $0.00 when I applied.

 

I received my shipping materials from AT&T and I sent the trade-in iPhone 6 to them with tracking + signature required. I just checked the status of my trade-in today and it says "Device Processed", but the trade-in value now shows $150 !!!!

 

I hope that this is some kind of mistake or sick joke, because the FALL2016TRADE promotion led me to believe that I would be receiving a free iPhone 7 thanks to a credit of $650. Has anyone else had this same experience? Can anyone confirm if this is normal or if this means that there has been some mistake with the promotion failing to get applied?

 

Thank you,

 

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Message 1 of 140
ACE - Expert

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

@Daveuk100 I hope it's a mistake because I'm planning to trade mine in for $650 too.

If not, I'm sending my iPhone 7 back.

 

  • When and where did you purchase your iPhone 7? 
  • You used Next?
  • You made sure it had no passcode?
  • You definitely turned off "Find my iPhone" before sending it back? 

 

The materials when I signed up said After all credits ($21.67 or $27.09 a month) get an iPhone priced at $650 for free. There is zero mention of getting less than $650.

 

Other documentation since then has said UP TO $650.  

But technically, it could be "up to" if you left the AT&T early people would not be getting $650.

 

I suppose it's feasible that number is irrelevant to the process of getting credit on your bill, but they really needed to tell people that or there is going to be a whole lot of panicky people. 

 

I've only had mine for one day and I'll be sad if I have to send it back...

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Message 2 of 140
Mentor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

 

I purchased the iPhone 7 direct through the AT&T website (pre-order) and it is on AT&T Next. The iPhone 6 device I sent them was in perfect condition and had been reset (icloud removed first, no pins). As far as I can tell, I met all of the criteria and I used the FALL2016TRADE promotion code.

 

Before the phone was received, the trade-in status website showed my trade-in as $0.00 (which is expected according to the promotion guidance). USPS tracking showed that they received my phone on Wednesday of this past week, but the trade-in status site did not show any updates until today. Now it says "Device Processed" and the value changed from $0.00 to $150.00

 

My hope is that this is similar to the $0.00 oddity and it's just that the trade-in website doesn't understand how to reflect the value of the FALL2016TRADE devices...but this definitely has me worried. I wanted to see if *anyone* had seen the trade-in status page show $650 for their received device? The website is: https://tradein.att.com/#/review-your-status

 

 

Message 3 of 140
ACE - Expert

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

From what I have been told from an AT&T rep, if the phone meets the requirements, you will receive the full $650. The trade in receipt shows those amounts but those amounts do not apply to the FALL2016TRADE program.

This is a user to user forum. I am a user, just like almost everyone else on the site.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 140
ACE - Expert

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?


@kdfederer wrote:

From what I have been told from an AT&T rep, if the phone meets the requirements, you will receive the full $650. The trade in receipt shows those amounts but those amounts do not apply to the FALL2016TRADE program.


Yeah, but someone official needs to send something out or post something.  

 

There isn't anything official to clarify this  and with those words "up to" that have cropped up AFTER many of us made our purchases it needs to be made clearer sooner (and not 3 months down the line).  It would be nice to point them to something official that says that this is "normal".

 

And we know that it's what's in writing that counts... 

 

 

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 140
Teacher

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

Did your shipping stuff Come in mail or did att just email a print label for you? What did it say? Did you have to pay extra for tracking ?
Message 6 of 140
Mentor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

My shipping stuff arrived in the mail about 5-7 days after I applied for the trade in online. There was a usps first class label provided, but no insurance or signature requirement. I wasn't willing to send my phone back without insurance, so I paid extra to add the insurance+signature and sent it priority mail instead of first class. These are expensive phones, so I wouldn't recommend sending them without good tracking or insurance.
Message 7 of 140
ACE - Expert

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?


@Daveuk100 wrote:
My shipping stuff arrived in the mail about 5-7 days after I applied for the trade in online. There was a usps first class label provided, but no insurance or signature requirement. I wasn't willing to send my phone back without insurance, so I paid extra to add the insurance+signature and sent it priority mail instead of first class. These are expensive phones, so I wouldn't recommend sending them without good tracking or insurance.

That's smart.  All my labels in the past were "Smart"Labels and have no destination address so doing that was never an option.

  • Rember the Golden Rule: Treat others how you would like to be treated.
  • Just because my answer does not solve your issue (or agree with you), it may still be correct information...
  • Stating a fact about how something works, is NOT taking sides, it's just stating a fact...
  • Information provided might not be for "you" only, it might be clarification for other community members.
  • This is the public AT&T Community Forum (not AT&T support), please do not post personal info.
  • When provided an answer, please click "Accept solution" which helps other people to find an answer more quickly.
The (very) fine print - This footer is at the bottom of all my posts, its particulars may, or may not, apply to you & your post.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 140
Teacher

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

Thank you, thats helpful. I still haven't gotten my shipping box after it said within 2-5 days. To make matters worse, I traded 3 phones so its going to be a hassle getting credits for those 3 phones. All my phones are in excellent condition so they better credit $650 for all. 

 

Keep us posted on how much credit you get, please and thank you!!

Message 9 of 140
Mentor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

 

Thankfully the labels which AT&T is using for these trade-in's are regular first class labels with the delivery address displayed Smiley Happy

Message 10 of 140
Mentor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

 

AT&T called me to discuss the trade-in. They looked up all of the information, confirming the USPS tracking, checked the trade-in status page to see the $150 showing up etc. They kept telling me that they couldn't see any problems and that as far as they could tell I was elligible and had done everything correctly...but they also couldn't explain the $150 value showing up and didn't know if that was normal or not.

 

The best they could do at this time was notate my account with the info and a note that I should be receiving the trade-in $650. There may be one more follow-up soon, but other than that I have to just wait the 2-3 billing cycles and then complain if I don't see the credits start to show up. Not exactly the resolution I was hoping for, but at least they aren't claiming any issues with elligibility.

 

 

Message 11 of 140
Mentor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

 

It would still make me feel a lot better if someone else was seeing $150 on their trade-in status page at https://tradein.att.com/#/review-your-status Smiley Happy

Message 12 of 140
Tutor

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

I am having the same problem...followed all the steps correctly..traded in my iPhone 6 64 gb and only showing a $170 credit and traded in a 64gb 6s and only showing a $265 credit..plan on calling later for answers..
Message 13 of 140
Teacher

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

This is scary! We better get $650 for all. Can you confirm once you call please? I am sure your phone was in great condition.
Message 14 of 140
ACE - Sage

Re: iPhone 7 $650 trade-in - device received but my credit shows as $150 ?

This is a normal part of the trade in process until your phone passes inspection.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 140
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