AT&T Community Forums

AT&T Not Honoring "Any Year, Any Condition"

I had a perfectly functioning phone that I had no intent of upgrading in the near future. Until I saw the endless commercials for "Any Year, Any Condition" and saw this as a great opportunity to upgrade an old Galaxy phone for a brand new S23...for free! Too good to be true? I guess so. 6 months later and I am still paying a monthly device fee.

After reaching out to multiple agents/representatives and being told "Just wait another 1-2 billing cycles and the credits will start showing up", my patience has finally dwindled. I have reached out several times over the past week and the initial response was "I do not see that you took advantage of any promotion and just did a normal upgrade". To the current response of "Your trade in was valued at $65 so you are only eligible for $350 in device credits"

This was the transcript of the original agent that verified the current promotion, my old phone model as well as guaranteeing in writing that the next phone would be free. I have edited the Agent's name because she was incredible nice and helpful and none of this should look bad on her. Does it get any more explicit than this that the device will be free??? I wouldn't have upgraded if I knew I'd be on the hook for $400 for a phone I did not truly need...I'm not usually a complainer, but this doesn't seem right.

Representative:
Patrick I will try to place the upgrade for you on my end with the promotion is this okay?
Me:
yes we can try
Representative:
Thank you.
Representative:
Bear with me just a moment while I get this upgrade started for you,
Me:
take your time, thanks
Representative:
Your very welcome.
Representative:
We have not heard from you in a while. Can you please confirm that you’re still connected? We willneed to disconnect the chat if we do not hear from you within 5 minutes.
Representative:
Patrick you can pick from these devices in the promotion The Samsung Galaxy S23, S23+, S23 Ultra
Me:
The regular S23 would be free with trade in correct?
Representative:
Yes thats correct, also I will need the make an model and the amount of gb for the device you wish totrade in
Me:
s5 active 16gb

Representative:
perfect also how many GB do you wish to have on the new device and the color
Me:
are both 128 and 264 GB free?
Me:
or is the higher storage more expensive
Representative:
they are both free
Me:
okay I will take the 264 then thank you
Me:
and green if it is available
Representative:
sure thing just a moment
Representative:
Also please advise that you will be responsible to pay the $23.89 installment on the device until wereceive the trade in device once we have received and processed the trade in device all payment made on thenew device will be credited back to the billing account

Responses

formerlyknownas

ACE - Sage

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118.4K Messages

9 months ago

It sounds like you upgraded during the S23 pre-order promotion which doubled the data storage at the same cost.

The S5 would have been eligible. It certainly valued at $65 it certainly was eligible for the full $800 in credits.

That comment about $350 is total manure. There is no such offer on Samsung phones. They either qualify for full credit, or they don't qualify. $65 definitely qualified for full credit. So someone is blowing a little smoke up your skirt

However...

You left out information which might explain why you're not getting credits...

1. Are you on and unlimited data plan with a base value for one line of $75 before any discounts? (For example the current unlimited starter plan does qualify. Unlimited value plus does not). If you aren't sure please check your account and post the name of your plan as listed on your overview page.

2. How did you trade in your phone? If you ordered over the phone did you mail in the S5? As long as the IMEI had not been blacklisted that device was eligible. No point even asking, BUT, do you have the slip from the post office or if you save tracking? (because after 6 months none of that information is going to be available online anymore)

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Crocnroll

2 Messages

9 months ago

Thanks for your reply @formerlyknownas !

Since switching from Verizon a little over a year ago (due to slightly better coverage with AT&T) in my area, I have always maintained an unlimited plan. At the time of this promotion I had the Unlimited Starter Plan and I have since switched to a FirstNet Unlimited Plan through AT&T for first responder prioritization and coverage on wildfire incidents when portable FirstNet towers are brought in.

In regards to the trade-in itself, I was told that there were no available return packets at that time, so I could either print out a pre-paid return label or return in store. I chose to return in store and have a receipt that was sent to my email with the date of physical trade in.

Again, I think my biggest frustration was validating with a customer service rep several times that my old phone was eligible for the full trade-in value and that the new s23 would be free before allowing her to place the order on my behalf. Especially since it is pretty explicit in the transcript. I don't understand why it has been such a battle.

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formerlyknownas

ACE - Sage

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118.4K Messages

9 months ago

I chose to return in store and have a receipt that was sent to my email with the date of physical trade in.

Good.

Don't lose that receipt. File a Better Business Bureau complaint online. The complaint is forwarded to AT&T upper management and someone will contact you. They will likely want to see the receipt.

As long as you met all of the qualifications for the deal and traded in your S5 within 30 days of purchasing your s23 you should be getting the deal

There is no doubt at the time the s23 series was released and right up until May 15th, the deal was open to any phone any condition as long as it was an S-Class Galaxy or one of the other listed phones in the online offer. Somebody somewhere messed up

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grammy57

12 Messages

9 months ago

My whole family traded in Samsungs on that deal and AT&T tried to scam us also. There was no place mentioned about being on a specific plan in the advertisement.

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L

Lockdowncraziness

Former Employee

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2.8K Messages

9 months ago

@grammy57 There most certainly is! It’s specifically stated in the requirements of the promotion.

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MicCheck

ACE - Expert

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14.4K Messages

9 months ago

There was no place mentioned about being on a specific plan in the advertisement.

There's not a "specific plan." It's any Unlimited plan with a base price (before ANY discounts) of $75 or more. It would only exclude limited data plans (which are all old except for 1) and the unlimited value plan.

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grammy57

12 Messages

9 months ago

@Lockdowncraziness Do you have a copy of the agreement/deal? I don't remember that and our plan is over the $75 will all lines combined but no one line is that expensive and we were given the deal.

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L

Lockdowncraziness

Former Employee

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2.8K Messages

9 months ago

@grammy57 The requirements are posted online. Just as stated above “It's any Unlimited plan with a base price (before ANY discounts) of $75 or more. It would only exclude limited data plans (which are all old except for 1) and the unlimited value plan.”

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