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Npndc's profile

New Member

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7 Messages

Saturday, October 8th, 2022 12:05 PM

ATT cancelled order twice and then reduced the trade-in value for my phone

I have been trying to get a new iPhone from ATT. When the trading credit for my phone was $1000, I twice tried to order and pick up from a local store, where the order system claimed there were at least 2 of the model I wanted in stock. After “preparing” my order for more than 2 days each time, ATT cancelled the orders on me. (I did not want to have the phone delivered, because porch thieves are common in my neighborhood.) I even called the store, and the kind employee told me they had no iPhones and that the inventory system bore no relation to reality. He advised me to try Apple or BestBuy; neither of them had any either. 

As of yesterday (Friday, 7 October), ATT has reduced the trade-in credit to $800. 

I want the deal I tried several times to obtain. It feels like ATT has suckered me by advertising a particular deal, being unable to fulfill that deal, and to en reducing the deal available. This is almost like a bait and switch. 

Please advise whether I can have the $1000 credit that I tried to obtain. Can a manager of some sort provide that? I can provide them with two different order Inumbers that show I tried, and the failure was on ATT’s end. 

sandblaster

ACE - Expert

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62.2K Messages

4 months ago

Sorry you couldn’t get an order to go through before the $1000 deal expired but there is no way to get that now. Perhaps they will offer the $1000 credit again closer to the holidays.

New Member

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7 Messages

4 months ago

What absolute knavery. I am going to see if another company has a better deal and perhaps just leave ATT. 

New Member

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5 Messages

4 months ago

I had the exact same issue. What a joke. Greedy companies are getting worse by the day!!!

We were able to order one iPhone 14 Pro Max, but haven't been able to place a second order due to AT&T's issues, and of course now they've reduced the credit amount.

We are considering switching back to another carrier because this whole process has been so disappointing!

New Member

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7 Messages

4 months ago

T-Mobile seems happy to give the thousand bucks credit if you shift over. I will probably threaten to go there if I can't get what I want. It would require porting all on a  family plan, but may be worth it.

One would think that there would be procedure somewhere for those of us who *tried* to take the prior deal, like giving us the credit, if we can show our order numbers. Or, heck, even the trade-in kits that DID arrive, even as the orders were cancelled.

Will probably try the local shop to see what's possible. Will report back.

sandblaster

ACE - Expert

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62.2K Messages

4 months ago

Extremely unlikely you can still get the $1000 credit from ATT but don’t be surprised if whatever store you go to promises you will get the $1000 credit and then 3 months from now you find you are only getting $800. Do you even have a trade in phone that qualifies for the $1000 credit? I believe it has to be an iPhone 13 which if you are making payments on, probably isn’t paid off.

New Member

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5 Messages

4 months ago

The trade-in credit wasn't just for the iPhone 13. My husband had an 11 Pro Max. I have a 12 Pro Max. Both models *were* eligible, but now AT&T is trying to screw us...again.

sandblaster

ACE - Expert

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62.2K Messages

4 months ago

@simjplycaren There was a specific list of phones that qualified for the $1000. There was another list of phones that qualified for $800. I believe the list of phones for the $1000 credit was very restrictive, are you sure the 11 and 12 Pro Max was on it?

New Member

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5 Messages

4 months ago

@sandblaster I'm 100% sure since we bought one 14 Pro Max and traded in my husband's 11 Pro Max, and we've attempted several times to order and trade in my 12 Pro Max with no luck, and now they've changed the discount from $500/$1000 to $350/$800.

New Member

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7 Messages

4 months ago

I know that the iPhone 12 (no pro) was on the list for $1000 credit, since I twice placed an order for a new iPhone with my current iPhone 12 and was set to get $1000 credit.

I just spoke to "Mark" (who asked all sorts of questions about my preference between coffee and tea, my dog's name, the weather) who could not provide me with the prior deal that ATT reneged on...twice. When I asked to be transferred to customer retention or to make a complaint, the line cut out.

<rolled eyes>

Since ATT has the order numbers, it should be able to verify that I did indeed place orders. What is so hard about honoring a deal it was willing to hold to five days ago, if there is proof, as there is, that I tried?

And, I wasn't even given the chance to decide whether to wait in a queue or to cancel--just got two cancellations notices.

New Member

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7 Messages

4 months ago

And after calling back, the very nice CSR could do nothing. Apparently it is my fault that I didn't try again for the deal before it changed on 6 October (although I doubt they could have fulfilled yet again). Because that is what is in the fine print, and we can't go against the fine print, even to retain a 20 year customer.

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