Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
Help for account, billing & more
Cpt's profile

New Member

 • 

2 Messages

Sun, Aug 14, 2022 9:14 PM

I need to understand the Upgrading sales process for in-store sales

I went to my local ATT store and asked if my paid off XR was eligible for the trade in promo being offered for $700 off on the 13pro. She said yes, so I said lets start the process. She said ok and got my new phone out and started all the ppwk on her tablet. While I saw her checking a bunch of boxes on the tablet, I told her that I was going to buy applecare and that I didn't want any insurance from ATT(Mind you I didn't check any boxes on the table or sign anything else). She acknowledged it and kept going. Fast forward 10-15 mins she took my payment for the taxes and accessories, signed for the payment and then did the iphone data transfer and I left with 1 piece of paper for the trade in transaction and that was it. 2 days later however, I get an email saying I am enrolled in a "protection plan for 4" and then after contacting ATT through chat I found out I was also enrolled into the "Next" plan as well, so an extra $50 besides the $11/mo I will pay for the phone. I had them cancel both BUT I am so confused why this happened at all and why I have to call in a month again to get them to credit for the future partial bill I will receive for the two days of the protection plan and Next plan. Can someone help me out why a sales person would risk doing this shady stuff just to have it cancelled 2 days later when a person finds it? 

sandblaster

ACE - Expert

 • 

59.9K Messages

2 m مضت

No one here can answer that but it’s a common complaint, especially if it was an authorized retail store.

Constructive

Employee

 • 

29.4K Messages

2 m مضت

If they transferred data then it was an authorized retailer. AT&T strictly forbids its corporate employees to transfer data. 

New Member

 • 

2 Messages

2 m مضت

Yea it was my local ATT authorized retailer. I guess I just don't understand why I have to waste my time cleaning this mess up when I specifically told her that I didn't want any additional coverage through them. Do they still get commission even when it is cancelled 2 days after the sale after catching it? And are they supposed to walk through all the boxes they checked for the customer?  

Constructive

Employee

 • 

29.4K Messages

2 m مضت

You will need to talk to the owner of the store. 

ATTHelp

Community Support

 • 

200.6K Messages

2 m مضت

Hello @Cpt, we do apologize for the service you received in the AT&T store.

 

You have the right to make a complaint if you wish to do so. Thank you @Constuctive, for that feedback. We will need to meet in a DM.

 

We can further discuss your experience in our AT&T store. Not only that, but we need to see if you visited an official AT&T store, or an authorized seller for AT&T. 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 speaking with you. 

 

Danielle, AT&T Community Specialist 

ACE - Sage

 • 

100.4K Messages

2 m مضت

Most sales people working for authorized retailers are told to add next up and insurance even if the customer refuses it.

These are options which can be removed later, but they options that cannot be added later.   

Most of the sales people are convinced that they're doing a service to the customer by adding these charges so they don't get complaints later on about not being able to upgrade early, or not having insurance coverage on a damaged phone.

   But it is also padding the statistics of the salesperson and store who adds these.  

     Customers can prevent these additions by insisting on reading what they are agreeing to and e-signing on the tablet (which is your customer agreement).    It shoukd not be signed for you by the salesperson

Need help?
Fix, replace or check device delivery
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.