Contributor
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4 Messages
Not the phone I mailed in for trade in
I mailed in a Samsung and a year after I was issued some credit, they stopped and when I called, all of a sudden I'm told it was a damaged Nokia phone. I never owned a Nokia phone and the Samsung was a only a few months old with no damages. This is the 3rd took a switch has been done at the receiving end. I want to contact a lawyer cause on top of that the damaged ZFold 3 I also traded in was honored online for trade in for $800 and without notice was not accepted. Where is the intregity?
ATTHelp
Community Support
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232.9K Messages
1 month ago
Hi @taino1361, thank you for bringing this to our attention. Let's help track your trade-in device, please follow the steps from the next message to get the assistance you need.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for visiting AT&T Community Forums.
CrystalS AT&T Community Forums Specialist.
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taino1361
Contributor
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4 Messages
1 month ago
Why not just provide the contact information instead of adding to the mess? I will definitely switch to another provider after I get a resolution. AT&T has created a financial hardship for this senior citizen on a strict limited budget.
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OttoPylot
ACE - Expert
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24.9K Messages
1 month ago
Phones that are sent in as a trade ins do not go back to AT&T. They go back to a third party who inspects the phones and then sends the information on to AT&T. AT&T only knows what the third party tells them. There are definitely issues with that process. Something happens either with the FedEx, USPS, UPS, or whoever the carrier is (phone boxes are pretty easy to determine) or the third part warehouse before AT&T gets the final report of phone and condition.
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taino1361
Contributor
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4 Messages
1 month ago
It's not the shipping carrier. It's the inspecting 3rd party pirates who steal the original phone and make false reports. 2 of 3 times they reported the phones were smashed and brands that were not samsung. We only use Samsung phones. I was told to take the trade in to AT&T Store so that can pack and ship in order to have proper witness to what was sent. Again, nothing to do with fedex, ups etc
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OttoPylot
ACE - Expert
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24.9K Messages
1 month ago
You don't know for sure if it's not, at times, someone in the shipping chain before the phone gets to the processing center. And if you go to an AT&T store you better make sure it's a Corporate Store and not an Authorized AT&T Retail Store (they both look exactly the same). However you ship it, they both go to the same place and I think that's where the issue is for most cases. Either way, it's not AT&T that is technically at fault. They never see the phone.
(edited)
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