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DennisP564's profile

14 Messages

Sunday, August 27th, 2023 3:31 PM

Galaxy trade in issue

Let me try and post this in it's own thread rather then a response to another thread. 

I traded in an old Galaxy S II phone as part of the any galaxy S phone, any year, any condition and get $800 towards a new Galaxy phone (S23+). The employee at the AT&T store was great, very helpful  and according to him it was all set and he had entered the IM# and it was good to go for the trade in program.  Well I was a little bit skeptical and I called the store a week later and spoke to the worker and he assured it me it was all set and not to worry.  Well, on the second bill cycle it showed a .50 credit and I went back to the store and a different worker said, it was not the trade in and just to be patient. OK, well I called the 611 and spoke with them and I was told no the phone was just marked for recycling and the .50 was the trade in. I tried explaining it to him and he said the person at the store misinformed me and there was nothing he could do. He did suggest that I drop my line down to the starter level and that would save me some money (?) . The other thing he said was to go back to the store and talk to the manager and that I could return the phone before 11/30/2023 (I had to figure out that date is 90 work days from when I bought it).  So I am going back to the store on Monday and try and fix this issue. I would never have gotten this phone if it wasn't for the $800 trade in and I am hoping I can get it straightened out or return the phone. I have been a loyal customer for over 10 years and I like to remain one but a $799.50 pill is hard to swallow. 

Any thoughts or suggestions.  

Dennis 

ACE - Sage

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118.3K Messages

10 months ago

Copied from other thread

You have the receipt for your trade-in phone?

Did you add a line and cancel any other line within 90 days?

Are you on a qualifying unlimited data plan with a base price before any discounts of $75 or more?  The unlimited starter plan does qualify. But if you are on the value Plus unlimited plan it does not. Metered plans do not.

And I assume you did not pay for the phone and full of the time of purchase, and have not since going online and paid the phone off. If the phone is not uninstallments you're not going to get credits

Where exactly did you make this purchase if you can return within 90 days? I think only the big box stores like Costco take phones back within 90 days.  Stores like Costco, BJ's, and Sam's club are not AT&T employees. They should not be taking your phone as a trade in those stores they can't.  

 The return window for AT&T Best buy and similar stores is 14 days.  

And the window for credits to start is anywhere between 2 to 4 months after your date of purchase.    

ACE - Sage

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118.3K Messages

10 months ago

And I'm looking at your math. You said November 30th would be 90 days after your purchase. That's not even 90 days from now. It's over 90 days from today so  something is mixed up.

What date did you actually make your original purchase?  

14 Messages

10 months ago

I was confused by that as well. I bought the phone on 7/21 and 11/30 is actually 90 business days (excluding 41 week end days and holidays). I had to go to a website that calculates numbers of days between dates. 

Dennis 

ACE - Sage

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118.3K Messages

10 months ago

First of all that 90 calendar days 90 business days is complete bull manure. AT&T return window has been 14 days for as long as I recall.  

It's been a little over a month since you made your purchase and did your trade it. Way too soon to be looking for bill credits when the offer says the bill credits start in 3 bill cycles.

If you made your purchase July 21st, you should not be looking for bill credits and not be worried about bill credits for 3 months.  So if you don't see a credit by October 21st, then be concerned.

ACE - Sage

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118.3K Messages

10 months ago

So meanwhile you can go to AT&T sales page and pull up the S23 that you purchased, click on see the deal, click on see all the details. Then scroll down and expand all the arrow points. The first portion will give you the basics of the deal, and then the arrow points give you some of the finer points.

AT&T may have some questionable customer support, but they do the best job of publishing absolutely everything on their website in great detail. It's there before you even make your purchase

14 Messages

10 months ago

I am just repeating what the customer service rep told me over the phone. I am still hoping that the bill credits will appear but I have my doubts. One issue with the bill credits taking three months, is exactly this, you don't know there is an issue until after the 14 day period.  Like I said, I have been a loyal customer for a long time and I am hoping that this will get straightened out. Worst case scenario, I end up writing a check and just paying the full amount of the phone.  

Dennis 

14 Messages

10 months ago

I went by the at&t store on Monday but neither the salesman or store manager were there. I left my name and number for the manager to call me but I haven't heard from him. Now there was a hurricane this week, so I can understand it falling through the cracks. I will try and follow up on Monday.

Fingers crossed

Dennis

ACE - Sage

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118.3K Messages

10 months ago

When you call on the phone you're getting somebody in a call center who may not have AT&T, may not actually be an employee, may have absolutely no idea what deal you signed up for or when. And based on the information you've received so far, complete garbage.

Like I said, go read the deal The published deal is what you get.

   The S23 series is no longer $1,000, but with the exception of the $800 instead of $1,000 trade-in offer every other part of the deal including how long it takes for you to get credits is the same.

I cannot stress enough the importance of reading the deals and saving the details. 

14 Messages

10 months ago

According to all the information when I bought it, the trade was accepted and I just needed to be patient on the credits. From my bill with the  .50 trade in, caused me to call the 611#. Now, it's a waiting game and I'm trying to be proactive. So until I can speak with someone who knows (i.e. store manager/ management it's all a waiting game.  

Community Support

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232.8K Messages

10 months ago

Hello there,

We understand the importance of having a smooth Trade-in and get the help you need.

 

Let's start off with a question:

 

Like the Ace @formerlyknownas mentioned, where did you get the trade-in done? Was it in any 3rd party store (Costco, BJ's, and Sam's Club)? As on our AT&T Official Website for trade-in under Trade Your Current Device, Galaxy S II is not eligible for Trade-in.

 

Thank you visiting AT&T Community Forums!

Antony, AT&T Community Specialist

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