Trade In and Get Rewarded!
umaro_83's profile

New Member

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2 Messages

Sunday, September 18th, 2022 9:33 PM

End of December Trade In

I opted to trade my iphone xs in for 800 credit that was in amazing shape for the iphone 13 pro max. I got the phone in the mail January 5, and imediately followed the instructions in the box to factory reset the old phone, put it in the box, use the premade shipping label, and brought it to the post office to ship back for trade in credits.

Fast forward to april, called to find out why no credits are applied to the account, get zero resolve through the outsourced call center for trade ins.

Call again in June, get zero resolve through the outsourced call center again

now fast forward to today Sept 18. I got on the website to try and resolve why there is still yet to be a credit applied. the automatic computer prompts just refer me to the 800-331-0500 phone number. i call this number for now the 3rd time and after 45 minute wait the customer service refers me yet again to the trade in dept who again have no clue what they are doing. they deem that it is customer service and billings problem and then transfer me back to customer service and billings number, this resets me into an hour and twenty minute que. I get rep that finally looks deeper and come to find out that i shipped my trade in to the buyers remorse address and that the shipping label cannot be found to ever been shipped and that it is my issue w/ the usps for me to file for a lost package that has zero receipts. the usps website more than likely cannot verify that my phone is worth anything due to no reciepts from att stating how much my old phone is worth. 

So here I am with the worst 9 months of customer service from ATT. 

Fl_retire

ACE - Professor

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2.7K Messages

4 months ago

Did you return the IPhone  X in the box that the iPhone 13 came in?  If so the phone was sent to the wrong location.  By chance did you record the shipping label info?  Link below has more info on what should have been done. 

https://www.att.com/deals/phone-trade-in/

(edited)

New Member

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2 Messages

4 months ago

I did ship it in the master box that it came in, and yes i now know that it goes somewhere else. But if you follow the instructions on the sheet in that box it says nothing about it being the buyers remorse address or that its not intended for the trade in. There is an awful disconnect on how they do trade ins and instructions on how to do it.

ACE - Sage

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104K Messages

4 months ago

The trade-in phones go to Tennessee. If your phone was shipped back to Texas that is AT&t returns department, not the trade-in company which is a third party.

ATTHelp

Community Support

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207.2K Messages

4 months ago

Hello @umaro_83, we are here to help with your trade-in.

 

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

 

We look forward to hearing from you!

 

Mellira, AT&T Community Specialist

 

 

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