Carrier At&t next confusion

[Ezra923]

For the first time I purchased my Iphone 7 on At&t next at the apple store last year, so finally the X comes around and i go on apple dot com as I always do because it just works flawlessly and so I order my iPhone on att next for pick up (Apple store is literally across the street from my home). I go home and about 12 days pass by and i notice i still have my 7 lol so i get on the chat on the att website and they say yea just go to your nearest att and drop it off. So i do jst that and when i get there the rep tells me no and that must have been a mistake because well what is he going to do with it? Lol

So i go back home and whatever I forget about it, then i get a bill for it which is fine so I got online again and spoke to a new rep and this conversation literally took 1 whole hour because they couldn’t figure out how to well accept a phone that was purchased at Apple. They needed a number so that they can create a label and put it on the box. It took nearly one hour to get this number. Anyway they finally made me an appt at my nearest att where a label was wating for me with a box. That also sounds painless but the rep was extremely confused when i got there and had to read the note over and over to create this label. Anyone else go through this? Am I really the first person to order Att next through the Apple store and not Through an att store that they have yet to figure this out ?lol

 

[Ezra923]

So it is now, mid February and this is still not resolved.

I sent the phone, as told and they sent it back to me with a note saying it was too late. I called ATT and they said send it back and we will resolve it. They wrote a note saying not to pay my bill till that charge was taken off of my accnt. Now I have a charge of $700, 2 months of bills And my phone is suspended. i am at att and the supervisor is telling the store supervisor that he can’t help me. I have to pay off the 700 to restore my services while they keep my phone.

I still can’t believe this is even happening

 

[NoBoMac]

Lesson learned.

First, this board is full of horror stories about ATT Next (aside: what I don't get is persons stating that they have these issues multiple times, yet still keep going back to Next).

Then, you "forgot" to send old phone back, and then "forgot" again when told by the ATT Store that they cannot take it back??? A simple visit to ATT's website would have spelled it out: need to have it in the mail within 14 days.

And then to not pay your bill and expect the service to stay active because some first level minimum wage "tech" tells you no problem???

 

[Ezra923]

Lesson learned.

First, this board is full of horror stories about ATT Next (aside: what I don't get is persons stating that they have these issues multiple times, yet still keep going back to Next).

Then, you "forgot" to send old phone back, and then "forgot" again when told by the ATT Store that they cannot take it back??? A simple visit to ATT's website would have spelled it out: need to have it in the mail within 14 days.

And then to not pay your bill and expect the service to stay active because some first level minimum wage "tech" tells you no problem???

Well I eneded up paying the $700 bucks. I need my cell phone, 5 yr old lives across the country. They said that Apple was supposed to give me a shipping label to send back the phone. Just out of curiosity where would you have sent the iPhone 7? The bill was not the problem, they where charging me for a phone I already returned. Either pay that along with the bill or no service.
Just pointing out that I did not forget to pay anything, over a decade with att and have been on time every month.

Let me just be a little more specific since it sounds like you can help me.

I was supposed to receive a box with two air bags and a shipping label with and RMA#

Day 12 came along no box, At&t texts me saying “ship or will be charged”

At&t store says they can not take the phone, Apple was supposed to send me a box.

Call At&t, they apologized for dropping the ball, go to your nearest att and a shipping label will be ready.

At&t admited today that apple was supposed give me a shipping label and They have record of me calling in a timely manner but because the tech i spoke to is in a whole different department they can not credit me for the phone even if they now have it in their possession.

Apple says at&t was suppsed to give me a shipping label, at&t says apple was supposed to give me a label, At&t stores will not accept the phone. Fine bill me, but at least give me my phone back. I have no previous complaints about NEXT, this is my first trade in.

 

[jav6454]

Lesson learned, don't go thru AT&T for financing. AT&T does not do their financing plan shipping and receiving, they sub contract that to another company. Cases like yours are plenty. My suggestion is to use Apple's IUP.

 

[Ezra923]

Lesson learned, don't go thru AT&T for financing. AT&T does not do their financing plan shipping and receiving, they sub contract that to another company. Cases like yours are plenty. My suggestion is to use Apple's IUP.

Yup, never again

 

[ACG12]

Lesson learned, don't go thru AT&T for financing. AT&T does not do their financing plan shipping and receiving, they sub contract that to another company. Cases like yours are plenty. My suggestion is to use Apple's IUP.

It works great if you plan to pay it off and keep the phone. But yeah, I would never trust mailing them back a phone and not sure why they won't allow you to drop it off and a corporate owned store to avoid those issues.

 

[bruinsrme]

Att next. The message from att was clear, next time do the iPhone upgrade program

 

[cmiller4642]

I've never had any problem with Verizon upgrades but that's just me. Stroll in every 12 months, pay my restock fee and tax, walk out with a shiny new phone (after giving them some accessory commission)

 

[700-Grizz]

I have used Next and no issues for me! I dont want to use Apples IUP because they bundle the Apple care in with it and I never get Apple care---If they would allow you to check YES/NO for apple care then I would go with them!

 

[bruinsrme]

Well I eneded up paying the $700 bucks. I need my cell phone, 5 yr old lives across the country. They said that Apple was supposed to give me a shipping label to send back the phone. Just out of curiosity where would you have sent the iPhone 7? The bill was not the problem, they where charging me for a phone I already returned. Either pay that along with the bill or no service.
Just pointing out that I did not forget to pay anything, over a decade with att and have been on time every month.

Let me just be a little more specific since it sounds like you can help me.

I was supposed to receive a box with two air bags and a shipping label with and RMA#

Day 12 came along no box, At&t texts me saying “ship or will be charged”

At&t store says they can not take the phone, Apple was supposed to send me a box.

Call At&t, they apologized for dropping the ball, go to your nearest att and a shipping label will be ready.

At&t admited today that apple was supposed give me a shipping label and They have record of me calling in a timely manner but because the tech i spoke to is in a whole different department they can not credit me for the phone even if they now have it in their possession.

Apple says at&t was suppsed to give me a shipping label, at&t says apple was supposed to give me a label, At&t stores will not accept the phone. Fine bill me, but at least give me my phone back. I have no previous complaints about NEXT, this is my first trade in.

Apple does not provide shipping labels for the carrier. Any $ collect at the time of the transaction goes to the carrier.

If you paid $700 I suspect you are the proud owner of an iPhone 7. You essentially paid for the 7 at the time of the IUP. The IUP is tricky when a balance for the carrier is involved. You can pay for the remainder of the device or the amount left to meet upgrade eligibility. From the sounds of it you paid the remaining balance to fulfill the full price purchase.
So no box, shipping label or anything else is due to you.
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I've never had any problem with Verizon upgrades but that's just me. Stroll in every 12 months, pay my restock fee and tax, walk out with a shiny new phone (after giving them some accessory commission)

IUP at month 13 no fee, no need to purchase accessories and walk out with a shiny new phone.