Carrier Trade in Experience: AT&T vs. Apple

[mantan]

In the last two months, I upgrade both my son and me to iPhone 11s. I had purchased both phones on AT&T Next. Based on the timing with our phones, I upgraded his through AT&T and mine through Apple (I had an X that had just been paid off and could use the $400 trade in credit.)

The process couldn't have been more different. Getting the phones themselves was identical, but the trade-in process was polar opposite.

I wiped my son's phone and mailed it back to AT&T via the trade-in kit. They give you a USPS mailing label, so the tracking isn't detailed as UPS and Fed Ex. About 2 weeks after I mail it back, I start getting texts that it hadn't been received. I open up an online chat with AT&T and share the USPS tracking number. They can confirm it got to the destination zip code and tell me it should be fine. It may still be processing. I keep getting texts and eventually a text that it wasn't received and I'd be charged the outstanding balance like I didn't send a trade. I call AT&T directly, stay on hold forever, and get with a CSR. They confirm the previous chat log, but say it must be processing. They say to wait until it gets billed then call them back and they will try to take it off. It honestly would have been easier to pay the remaining full balance and just sell it outright.

I trade my phone in with Apple. I get a trade-in kit mailed with a UPS label. I track its arrival. And in a total suprise, I get an email from Apple with an electronic gift card for an extra $33 for the trade.

Lesson learned. With the changes in AT&T next (extra fee to upgrade and requiring 15 months), I'll stick with Apple from here on out.

 

[ivanwi11iams]

Nice to know. As a matter of fact, just today I sent off to Apple for my return kit for my iPhone XS Max.
So, I will get to use the service first hand...

 

[user_xyz]

In the last two months, I upgrade both my son and me to iPhone 11s. I had purchased both phones on AT&T Next. Based on the timing with our phones, I upgraded his through AT&T and mine through Apple (I had an X that had just been paid off and could use the $400 trade in credit.)

The process couldn't have been more different. Getting the phones themselves was identical, but the trade-in process was polar opposite.

I wiped my son's phone and mailed it back to AT&T via the trade-in kit. They give you a USPS mailing label, so the tracking isn't detailed as UPS and Fed Ex. About 2 weeks after I mail it back, I start getting texts that it hadn't been received. I open up an online chat with AT&T and share the USPS tracking number. They can confirm it got to the destination zip code and tell me it should be fine. It may still be processing. I keep getting texts and eventually a text that it wasn't received and I'd be charged the outstanding balance like I didn't send a trade. I call AT&T directly, stay on hold forever, and get with a CSR. They confirm the previous chat log, but say it must be processing. They say to wait until it gets billed then call them back and they will try to take it off. It honestly would have been easier to pay the remaining full balance and just sell it outright.

I trade my phone in with Apple. I get a trade-in kit mailed with a UPS label. I track its arrival. And in a total suprise, I get an email from Apple with an electronic gift card for an extra $33 for the trade.

Lesson learned. With the changes in AT&T next (extra fee to upgrade and requiring 15 months), I'll stick with Apple from here on out.

AT&t and Verizon are Worthless.
I buy all my stuff through Apple.

 

[roguester]

Also with Apple, you get 14 days. I bought my phone at the Apple store and came back with my old iPhone about 10 days later. They credited it back to my credit card the amount of the trade in.

 

[steelhauler34]

You learned that USPS sucks. You get what you pay for.

 

[Puppuccino]

I’ve found that unless you’re selling privately, always trade into Apple as they make the phones so generally speaking they know what they’re doing.

Third parties will try and wriggle out of any situation they can. They don’t care about the consumer at all, especially mobile networks.

 

[jbachandouris]

Apple also allows you to trade in at the store so there's no worry about it getting back to them through some package. That's the only method I use.

 

[Sam in SoCal]

The great thing about buying through Apple is that there is no restocking fee. Always Apple>carriers

 

[44267547]

Also with Apple, you get 14 days. I bought my phone at the Apple store and came back with my old iPhone about 10 days later. They credited it back to my credit card the amount of the trade in.

Bolded: Thats the ‘norm’ pretty much where every carrier/retailer offers 14 day return periods. I’ve never been to a store or a carrier that has not offered 14 days (With the exception of damaged items). A 14 day return window is not really an advantage to Apple, not when the majority of carriers/retailers are already offering the same policy.

 

[ivanwi11iams]

Just got back from the Apple shop. The trade in process took less than 5 minutes. The credit on my credit card was instant (well, I will officially see it on Wednesday).

Great service as always...

 

[artfossil]

I know this is all anecdotal. But my (one) trade in experience with ATT was painless. It was received, and credited, quickly.

For me, if I want the convenience of monthly no-interest payments, I will buy from ATT. If I want to pay full price up front, I'll buy from Apple. For my next iPhone, I'll be keeping my old (paid off) iPhone as a backup, so no trade in no matter which option I choose.

 

[roguester]

Bolded: Thats the ‘norm’ pretty much where every carrier/retailer offers 14 day return periods. I’ve never been to a store or a carrier that has not offered 14 days (With the exception of damaged items). A 14 day return window is not really an advantage to Apple, not when the majority of carriers/retailers are already offering the same policy.

sorry but I’m referring to the trade in process. As in you have 14 days to bring back an eligible device for the trade in credit. For example, if you bought an iPhone on October 1st and didn’t bring an iPhone to trade in, you have until October 15th to get a credit back to your original payment method.

 

[compwiz1202]

In the last two months, I upgrade both my son and me to iPhone 11s. I had purchased both phones on AT&T Next. Based on the timing with our phones, I upgraded his through AT&T and mine through Apple (I had an X that had just been paid off and could use the $400 trade in credit.)

The process couldn't have been more different. Getting the phones themselves was identical, but the trade-in process was polar opposite.

I wiped my son's phone and mailed it back to AT&T via the trade-in kit. They give you a USPS mailing label, so the tracking isn't detailed as UPS and Fed Ex. About 2 weeks after I mail it back, I start getting texts that it hadn't been received. I open up an online chat with AT&T and share the USPS tracking number. They can confirm it got to the destination zip code and tell me it should be fine. It may still be processing. I keep getting texts and eventually a text that it wasn't received and I'd be charged the outstanding balance like I didn't send a trade. I call AT&T directly, stay on hold forever, and get with a CSR. They confirm the previous chat log, but say it must be processing. They say to wait until it gets billed then call them back and they will try to take it off. It honestly would have been easier to pay the remaining full balance and just sell it outright.

I trade my phone in with Apple. I get a trade-in kit mailed with a UPS label. I track its arrival. And in a total suprise, I get an email from Apple with an electronic gift card for an extra $33 for the trade.

Lesson learned. With the changes in AT&T next (extra fee to upgrade and requiring 15 months), I'll stick with Apple from here on out.

VZW was just as worthless any time we ordered online or in a third party and had to mail it. We never get the credit, so we have to contact them. At least both times it eventually got sorted. Always fine if we upgrade in a corporate store since they take it right then.

 

[Raist3001]

I totally agree. I just updated mine and my wife's phone to the 11 Pro max through AT&T in Target. They were giving a 200 dollar gift card with the upgrade. It was a literal nightmare! Upgrade fee's (which I refused to pay and had removed), Next charge of 5 dollars per month just to update early in 15 months! My first bill had so many added charges....I was furious. Never again! From this point forward, my upgrades will always be with apple. Its so easy with apple. I don't care what the stores are giving away. Lesson learned.

 

[BugeyeSTI]

My ex was on AT&T next and she always turned her phones in at a corporate store and never had any problems. They inspected the phone for damage, had her erase all data and took her phone in the back and then returned with the new device to set up. I would never send a phone back through the mail or other courier to any cell provider or Apple..
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I’ve found that unless you’re selling privately, always trade into Apple as they make the phones so generally speaking they know what they’re doing.

Third parties will try and wriggle out of any situation they can. They don’t care about the consumer at all, especially mobile networks.

You do realize Brightstar handles, inspects and processes all Apple trade-ins by mail right? Only in store trade-ins are handled by Apple. That's why I would never trade-in by mail