Trade In and Get Rewarded!
AMichelle's profile

New Member

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7 Messages

Saturday, October 1st, 2022 8:02 PM

Trade in after BYOD

Recently switched to ATT. The store did not have any phones better than our current in stock, so we came over with our devices. We were told that if we waited for the new ones to be ordered (which could take a few weeks) that we would be unable to start our ATT service until they came in. We couldn’t wait weeks to switch. We had to switch as my husband does not get service at work with our previous provider. Now because we brought our devices we cannot upgrade and receive trade in. I was told by chat support that the store could make an exception. The store told me is was customer service that can make an exception. I feel like we are just being run in circles which makes me very uneasy about this switch. Maybe we should have found other providers in the area. 

Is there nothing at the point that can be done to allow us to upgrade without waiting the 30-90 days? That is a large waiting window with no guarantee of what it will be. I had ATT for years for wireless service and for internet, and I’m starting to remember why we switched. 

ACE - Sage

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104K Messages

4 months ago

You can always purchase phones from the manufacturer, with manufacturer 24 month financing instead of AT&T.

They offer trade in deals as well. 

New Member

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7 Messages

4 months ago

Not the same trade in deal. It’s also a ridiculous policy that they should inform you of beforehand not after. And their customer service shouldn’t say the store can make an exception if they can’t or the store says customer service makes the exception. 

New Member

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8 Messages

4 months ago

I am experiencing the same issue as well and cannot find a solution at all after several conversations with AT&T.

ATTHelp

Community Support

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207.2K Messages

4 months ago

Hi , we are here to share some insight on bringing your own device to AT&T!

 

Check out our current promotion when switching to AT&T. When bringing your own device to AT&T:

  1. Check compatibility of your device to our network.
  2. Make sure your device is unlocked. Call your carrier to confirm if your phone is unlocked.
  3. Choose a plan and get a SIM/eSIM.
  4. Back everything up to keep your personal data and the content on your device safe. Use our device support tool >Backup & storage, and enter your device type to get personalized steps.

If this doesn't help, share additional info regarding your concern and we'll pull you into private and work together towards a resolution!

 

Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist

New Member

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8 Messages

4 months ago

I mean the issue I am experiencing is that I have to wait for 60-90 days to trade in my phone after I started the line with BYOD, which is not consistent with what the representative said in the store.

New Member

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7 Messages

4 months ago

@ATTHelp 

that doesn’t resolve my concern as the original poster. We did not get any promotion for bringing our own device because we did it in store. Then after we were told we would not be eligible for upgrade with trade in credit. We didn’t want to wait 2-3 weeks to switch from our previous carrier while the store ordered phones. By us switching with our own device, ATT is really getting more money from us then if we waited a few weeks to switch. No promotion, no credit, nothing was given to us when we switched so I do not see why we would not be eligible for device upgrade with trade in credit. And everyone we have talked to at ATT gives us different answers.

my main frustration is that it’s not told that you have to wait 30-60 days to upgrade if you bring your own device. Then you get the run around from customer service saying the store can override that and the store saying that customer service can override it. 

(edited)

ATTHelp

Community Support

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207.2K Messages

4 months ago

Thank you for reaching back out @andyghw.

 

We understand the importance of receiving the correct information. Allow us to clear things up, once the time frame is met  you are able to trade in your device. You can also review the promotional eligibility when your bring your own device. If the requirements are met for the promotion, the credits will be applied after three billing cycles. 

 

In instances, where the promotional or trade in requirements are not met. You can stay updated on your upgrade and trade in options by following these steps: 

  1. Go to Upgrade your device. Sign in, if asked.
  2. Select the line you want to upgrade.
  3. Choose your new phone.
  4. Follow the prompts to check out.

We're here if you have any additional questions. Your feedback is important, feel free to meet us back here and we can work on submitting any additional feedback on your interaction.  Thank you again for reaching out to AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

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7 Messages

4 months ago

@ATTHelp  so, you are still ignoring my question and frustrations on the post I made. 

you have other community posts that state stores can make exceptions to the upgrade/trade in waiting period. Is that true or is it a lie? Can the store make that exception and they have lied to me or can you all make that exception in customer service if we call? That’s the frustration. Customers are not being made aware of this waiting period until AFTER they have brought their own device. It’s shady. 

(edited)

New Member

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7 Messages

4 months ago

I also read the trade in credit and upgrade terms on your website and found nothing regarding this 60-90 day policy. It states your account has to be in good standing for 30 days or you will lose your bill credits but not that you are not eligible until 60-90 days nor do those terms not make you ineligible until 30 days..it just says they reserve the right to take away your promotion credit. Really just looking for clarification on your policy which no one seems to actually know. https://www.att.com/buy/legal/22100050

New Member

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7 Messages

4 months ago

@ATTHelp anything additional to add since the original question from myself and the other user has not been addressed?

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