Just want to share a bad experience we had here. My wife and I visited this store in Oct and were told there was a promotion with $830 credit per line if we open an account and trade in our iphone 11s. So we switched over and brought in two iphones which they inspected and signed an agreement with us saying the phones were in good condition with a $830 trade-in value each.
Then several days later they sent a text message to my wife's phone saying there was a crack on the back of her phone, and her credit would be $350 instead of $830. My wife missed the text message. They also made a phone call but did not leave a voicemail message so we did not know where the call was from. They did not follow up to make sure we received their message, and just generated a new agreement on their side with the $350 trade-in value without us knowing or signing it. Only when we checked our credit on the bill this month we realized that my wife did not get the credit they promised initially.
So we called ATT and they said it's the store's (and they said this is not an official store but an authorized retailer) fault for not inspecting it carefully initially and signing the agreement with us. Then we went to the store but they would not take even partial responsibility. I actually suspect they use the trick on others too, telling people they could get the full credit initially, then after several days saying that only partial credit can be given, but at that time people would have already signed up and switched over, and it would be very inconvenient for them to revert back.
If we were told the actual trade-in value initially, we would have not switched over and done the trade-in. If they followed up (e.g. by email/mail) to make sure we received their message, we would have cancelled the trade-in of my wife's phone. Shame on the store for not taking any responsibility on their own fault.
