New Member
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3 Messages
How do I report a complaint about a store manager?
Lakevillee, MN
I
went into this location 2 weeks ago to add a line and a phone for my mom. Ended up upgrading my phone as well. The rep said I’d get $1000 trade in so my new phone would be free. He said I could bring the old phone in within 30 days after I set up the new one. Cool. So I go to the store to drop off my old phone and the “store manager” looks at it and says I’m not accepting this phone for that trade in because the screen is damaged. Who did you work with. I told her the kids name. She says well he’s from the savage store so you are going to have to talk to him. She wouldn’t uphold the trade in because she claimed that the “damage” would be charged to her store and she wouldn’t allow that. I asked what she would give me for it. She says $800. I said fine go ahead I’m not going to chase this kid around the south metro. Then she says oops I read that wrong I can only give you $300. This is after I’ve had the new phone for 2 weeks. And gotten a ridiculous bill for all the changes including being charged a monthly payment for my “free” phone. I don’t care which employee works where and which store gets charged for what you take care of that it’s your job. I walked into that store and the person looked at it and traded it for a grand. Completely unprofessional for her to try to rescind after the fact. Not my fault if her version of damaged is different from the kid who helped us the first time. I will never step foot into this location again Pic of the “damaged screen” attached. Horrendous service. She clearly doesn’t understand how to operate a business. off to track down my original employee. This is how the Lakeville store manager treats customers. No accountability.
formerlyknownas
ACE - Sage
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105.5K Messages
2 months ago
Well your photos are lousy. If there is damage, please take a photo of the supposed damage.
You also didn't say what phone you traded in or we're trying to trade in?
Your phone has to meet minimum value, you have to be on an unlimited data plan with a base price for one line of $75 or more. Current plan that qualifies would be the starter plan. Lesser Unlimited Plan like the unlimited Value Plus does not qualify and metered plans do not qualify.
https://www.att.com/
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MicCheck
ACE - Expert
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12.9K Messages
2 months ago
Would you have preferred she accept the phone only to have the lower credit be a surprise? If the phone was damaged, it was the first guy who shouldn't have told you would qualify for full credit. At least know you can sell the phone yourself and see if you can get more than the $300.
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Jlexvold
New Member
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3 Messages
2 months ago
I have an unlimited elite plan plus a second unlimited plan for mom and the alleged damage is the top right corner of the screen. The point is you couldnt see it because it’s not damaged. At all. It’s a 12 256
(edited)
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formerlyknownas
ACE - Sage
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105.5K Messages
2 months ago
As far as complaining about the Lakeville store, it is not owned by AT&T but is an authorized retailer. Which means you complain directly to the store because AT&T can't do anything about their employees (as they are not AT&T employees)
I take it you were referred to a different store to complete your trade in because the original store is not a corporate store and could not take your trade in, correct?
As you can see from the photos I published, AT&T posts all of its information including which phones are eligible for trade in deals.
Damage would reduce the value of the phone
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formerlyknownas
ACE - Sage
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105.5K Messages
2 months ago
Lastly...
Trade in phones go to a third party recycler called hyla Mobile in Tennessee (not AT&T) .
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Jlexvold
New Member
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3 Messages
2 months ago
No, the original Lakeville store said they would take it initially but sent me home with the old one simply because the new one wasn’t set up. I was told just to drop it at the same location once I had the new one restored from the cloud. Both this store and the savage store and Lakeville are prime communications. I went to their website to provide feedback as well.
Once one of their reps agrees to take the phone and proceeds there shouldn’t be someone else weeks later saying no we won’t take it now. I had already bought new case, mag safe wallet etc too.
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formerlyknownas
ACE - Sage
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105.5K Messages
2 months ago
Prime Communications is an authorized retailer, the largest one that resells AT&T products. AT&T has a contract with them to allow them to sell services and products. Their employees do not work for AT&T and there's no point in complaining to AT&T about prime Communications employees.
You may be able to find that particular store listed on Yelp, and post a review there. Otherwise contact Prime Communications directly.
https://www.primecomms.com/contact
As for your trade in, your trade-in has to be done according to what is published on the AT&T website. Prime can't make something up and force AT&T to honor it, it just will never happen.
I'm assuming this happened within the last week, which means the printed offer on the website is likely still what is valid.
Please go by what the website says. The minimum trade-in if your phone values at $35 is a $350 trade-in value paid over 36 months (all trade offers are a 36 month bill credit)
I'm a Verizon Customer right now, T-Mobile gets no service here so I don't bother with them. But as a former AT&T customer, they have their problems.
But their ability to fully communicate what their promotions are or what their costs are is not one of the faults. AT&T it doesn't excellent job of publishing all the information on their website for anyone to read.
It may be the only five star service that they provide 😂
I would advise you trade in with a corporate store if you can locate one. Or request a trade-in package and follow directions very carefully, including using the code.
https://tradein.att.com/
Please make sure you read everything and read carefully. When you mail in your old phone it should be put in the paper envelope or wrapped in bubble wrap securely and then placed in the Box. It should be fully charged up and turned off. Make sure you post it at the US post office and ask for a receipt at the counter. I also advise people to take 360° pictures of their device without screen protectors or cases to document the phones condition. Your photos don't cut it. Perhaps try a video
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