LOYALTY DEPARTMENT

Passing the buck? Not necessarily going to get a resolution. 

Why are you being referred to loyalty?

It’s so strange, I upgraded my phones a few months ago.  I was told by the store where I picked them up, they would send the return information to me to mail them back.  He said they would send postage pair boxes.  I said I could just do it, but was told no that this was how they like it done.  No boxes after 2 weeks so I talked to someone at At&T and they said they would have them in the mail the next day.  10 days later still no boxes.  Talked to customer service again and the same thing still no boxes.  Then talked to someone else, asked for the return address I would just pay to ship them back and they said no they sent me to a website to fill out information and said the boxes would be sent automatically.  Fill out all the info only to have a message that my deal wasn’t valid on that site.  Talked to someone else, they apologized. Well still no boxes.  

Went back to the store and they said they can’t take them.  So when I talked to someone the other day as now they are charging me for the phones I said I’m ready to go to another company as they said they would take care of everything for me and that’s when they told me to reach out to loyalty.  Because I said I was considering leaving.  I just need to know where to send the phones.  I was just going to mail them but I want it on my record they are coming so that they don’t get “lost”.  

Hello @ScottA75, thank you for reaching out to AT&T Community Forums. We're here to address your concern.

We know that this is something very important to you. We'll help to get this sorted.

Please visit the nearest AT&T corporate store gain to get your ID verified and go ahead and trade in your old device along with the receipt which you received while you got the order for the new device.

please use the link to locate the corporate AT&T store near you http://sm.att.com/88b3bc23

We understand how disturbing this can be, we suggest you to please reach us at our customer support at 800-331-0500 to see an alternative to help you get this sorted.

Let me know if this helps and have any more questions.

Thank you, 

Mike, AT&T Community Specialist

File a FCC or BBB complaint to get it escalated to upper management.  You’ll get quick resolution.

It sounds like you had next up early upgrade with return of your previous devices. You could have taken them to an AT&T store to turn them in and be returned to AT&T based on your early upgrade.  

Authorized retailers will sometimes not take returns exchanges or early upgrades or promotional trade-ins. It's up to you to find a corporate store within the 30-day allowed

Good luck

Hello ScottA75, thank you for reaching out to AT&T Community Forums again. We're here to address your concern.

We do understand how this can be, as mentioned above, please try to visit our AT&T corporate store to trade in your old device. For more information please contact our customer support tea give above.

Let me know if you have any more questions.

Thank you,

Mike, AT&T Community Specialist

Hello @ATTHelp 

thank you for your response.  I’m going to go to the store hopefully today or tomorrow.  Is there anyway I can talk to you directly to make sure all is done correct the first time? I don’t want to get to the store and they say they can’t take them and then I go back to square one.  I have no issue paying to ship the phones back to AT&T if that would be better.

Hey @ScottA75,

The store will help you to get the device trade in and will provide you a receipt. Please make sure to keep the receipt safe until you start receiving the trade in credits in your monthly billing cycle which will be within 2-3 billing cycle.

We hope this helps you, let us know if you have any further concerns.

Thank you,
Mike, AT&T Community Specialist

Since it's been several months, I do not recommend going to any store. Even if they take them, there's no guarantee you will be given credit for returning them. 

File a BBB complaint to get escalated further. That will get you in touch with someone who can give you correct information about returning the devices. 

Thank you Mike @ATTHelp