Trade In and Get Rewarded!
lostNneverfound's profile

New Member

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3 Messages

Thursday, October 6th, 2022 2:54 AM

Trade-in phone lost again ?!

I returned my old phone as part of a trade-in on Sept 24th using the box provided by ATT with a label provided by ATT. The returns agent for ATT is a company called Pitney Bowes so the label has a USPS tracking number and an additional tracking number below it for the shipment company which is the one listed on ATT website. The first tracking number says that USPS handed off the phone to the returns agent on Sept 26th. Pitney Bowes company delivered on Sept 30th to LaVergne, TN facility. On the ATT website the tracking still says it is in transit while the tracking number links to PitneyBowes webpage to show that the phone was delivered.

The agent I just chatted with has no access to the tracking info that ATT has provided me with and is unable to see any of the info related to Pitney Bowes delivery. The agent only sees that USPS handed off to a returns agent on Sept 26th!!! The reason for my post this year is that last time I traded the same thing happened and despite multiple calls and chats with agent it was not getting resolved so I was forced to file a BBB complaint and the matter was immediately resolved. As is obvious scrolling through this and other forums that this is a recurring issue for many customers including ones that have stayed on for more than 10 years.

It is unacceptable that this issue persists despite all these complaints and that the agents do not have access to the tracking info that is provided to the customer. How is it that the customer can see that the phone is delivered but the agent cannot ?  It is unfair to the employees of ATT that they have to listen to our complaints when clearly it is a big systems issue. Why do we have to jump through these hoops to get the trade-in credits each year ?

Hoping that I don't have to go through filing another BBB complaint this year.

ACE - Sage

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104K Messages

4 months ago

Phones can spend a week or up to 2 weeks at the post office waiting for Courier pickup.  Then sit at their destination 2 - 4 weeks before the package is opened, checked in and inspected.   It's why they say it's 2 - 3 Bill Cycles to get credits. 

It's been a little over a week since you dropped off your phone at the post office. It is way too soon to be concerned about it being checked in by hyla in Tennessee.  

My trade in took a month to verify, and another month to start credit 

New Member

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3 Messages

4 months ago

Clarifying my post:

1st issue: ATT customer service agent (chat or telephone) does not have access to the same tracking info as customer. The customer is provided with a label with two tracking numbers - one for USPS and one for 3rd party courier agent (they are one below the other). ATT agent only sees USPS tracking number so they keep claiming that it is with USPS even weeks/months later (this happened to me 3 years ago). The customer through the second tracking number for courier agent sees the full tracking details from creation of label, customer receiving the label, to USPS transit to courier agent delivery. This where most customers don't realize the disconnect and give up thinking USPS lost the phone but USPS typically claims otherwise as they did indeed give it the courier agent. The customer is then forced to pay late delivery charges. In addition to Hyla there are other couriers that ATT uses. This year I got Pitney Bowes and USPS delivered the phone to courier agent Pitney Bowes within 2 days and the courier agent delivered it to the TN facility in just 4 days. My first frustration this time was not credits (which I will patiently wait for 3 months) but that ATT customer service agent does not have access to the same tracking info as myself so kept being told it is still at USPS when I knew it was already delivered to TN facility! They should have a single tracking number that both ATT customer service agents and customer have so that there is no such disconnect.

2nd issue: Receiving credits. It is not a given that one receives it in 3 months. I waited for 3 months 2 years ago. Then reached out to ATT agents multiple times and then at around 7 month mark filed a BBB complaint following which I received immediate resolution of the trade-in credits. If customers don't receive their trade-in credits by around the 3 month mark then it is unlikely they will ever get it! The customer should not be short-changed on these credits as it is significant savings (~$800 to $1000) and the onus of ensuring that the credits go to the customer everytime should be on ATT. 

If they want to retain customers they need to resolve these two issues.

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