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duckrunner's profile

New Member

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3 Messages

Mon, Aug 15, 2022 10:51 PM

How to escalate a trade-in issue?

Became a new ATT customer in February. Took the trade-in deal for new iPhone 13's. Had multiple conversations with the ATT sales team on the phone and placed the order directly with an ATT agent on the phone. Was told to expect instructions for trade-in process. Instructions never came (I later learned this was to be in the form of an email). After some weeks I followed up with an ATT service agent who told me that I should receive a trade-n kit in the mail and to sit tight as they may be running behind. Then I got busy, got COVID, and now it's August and I remembered I was promised a kit. Called ATT today and learned that since it's past a month from the initial agreement I'm not eligible to trade in any longer. That would be the month that I waited for my email that didn't arrive, followed up and was told to look for a kit in the mail that also didn't arrive. So ATT sold me a deal they won't honor and I'm supposed to just accept the sloppiness and dishonesty and live with it. Spent about 3 hours on the phone today with them, all apologies but no solution. Thought about asking to escalate to higher level but that will just burn more hours getting nowhere with some "manager" who gets paid to wait out these kind of calls. Who will pay attention to the fact that they defrauded me? Who will give a (Edited per community guidelines)? 

ATTHelp

Community Support

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200.2K Messages

1 دقيقة مضت

Hello duckrunner, we're here to help with your trade in concern.

 

Let's meet in a Direct message to discuss your escalation for this trade-in issue. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums)

Looking forward to speaking with you!

Carlton, AT&T Community Specialist

 

 

surgex

Contributor

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66 Messages

1 دقيقة مضت

@duckrunner Call loyalty!If they can't do anything,file a complaint with the FCC.You light a fire with the FCC,they'll have no choice except to comply then!

New Member

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3 Messages

1 دقيقة مضت

Thanks, surgex. appreciate the advice. Anything to avoid hours of soul-sucking customer service calls.

Former Employee

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1.8K Messages

1 دقيقة مضت

You light a fire with the FCC,they'll have no choice except to comply then!

Not true. Will the complaint result in someone responding, yes. But saying they will have no choice but to comply is inaccurate. Per the terms you have 30 days to trade in the phone. It’s been 6 months since activation and the phone hasn’t even been turned in regardless of the reason. 

New Member

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3 Messages

1 دقيقة مضت

Lockdowncraziness, your point is well-taken. So is the message to not trust ATT when they say they will follow through. Shame on me for taking them at their word to facilitate the trade-in. What a sucker I was.

surgex

Contributor

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66 Messages

1 دقيقة مضت

@Lockdowncraziness that's the idea,to get them to at least respond to the issue duckrunner is having.Furthermore,if they promised him a mailing label to return the trade in and never received it that's AT&T's issue not duckrunners.File the complaint with the FCC.Explain the situation when they contact you,it's simple.

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