As a new customer who just switched from Sprint because of lousy customer service, I am...

GetHuman5488593's Device Support issue with AT&T from November 2020

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Before contacting them, items GetHuman5488593 may need:
Phone number, Account number, Account PIN, Account email, Service address, Name, and IMEI number
Top Tip from another customer
If you are having technical difficulties with your Verizon services please reset your phone or bring the phone into the Verizon store. If the issue is with cell service please check your area to see if Verizon is down.
The issue in GetHuman5488593's own words
As a new customer who just switched from Sprint because of lousy customer service, I am angry and disappointed in ATT. I just spent an hour on the phone trying to resolve an issue only to be ignored (to clarify, I wasn't hung up on or even asked to hold, the call continued but no one was on the line!).**The issue I started with was that I did not receive my shipping packages for two device trade ins almost * weeks after applying for it. I have called twice in two weeks only to be told by the automated system that the material is on its way. I don't have time to spare since ATT made it very clear that the device trade in must be done within ** days of activation. I am now over that time. In addition to requesting the materials, I also requested a printable shipping label which would not load on various different computers. I have tried everything. In speaking with the trade in department tonight, I was told the ** day time frame couldn't be extended and I was transferred to customer service for further help. Customer service said the same thing, my agent went to her manager for help who suggested that I send my phone whenever I get the shipping labels but that she cannot guarantee that they'll honor the promotion. SO- I should send my phone to ATT and likely not even get any credit for it??? When I expressed my concerns over this, she offered to send shipping labels via email. It was during this process (while I charged the phones to get the IMEI's AGAIN) that the call was dropped by ATT. **All I am asking for is a working shipping label and a guarantee that the items will be received and the promotion will be honored. The promotion is, after all, still being offered by ATT.

GetHuman5488593 did not yet indicate what AT&T should do to make this right.

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Device Support issue
Reported by GetHuman5488593
Nov 23rd, 2020 - 3 months ago
Not resolved
Seen by 15 customers so far
Similar issue to 4065 others
0 customers following this


GetHuman5488593 started working on this issue
Nov 23rd, 2020 11:53pm

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