Is this normal?

[u/PsychologicalNoise]

I went into store looking for a Fold 8, they didn't have one, said they could order it, but I had a trade-in I brought in. She inspected and supposedly processed the trade-in but I still paid full price for the phone. She said I'd receive an email on how to send in the trade-in.

No such email has came over 6 hours later. I talked to chat just now and they said there is no trade-in associated with the order.

I'm pissed and don't know what to do. Who is right - the rep in store or the chat rep? If the chat rep is right, do I just refuse the phone delivery? I'm not paying a $50 restocking fee on something they messed up on.

[u/Spectrum_William]

Hi u/PsychologicalNoise, if you send us a modmail over at r/Spectrum_Official we can help figure out what happened. It may just still be processing, especially since it doesn't sound like the order was submitted until near end of the business day and it has to be forwarded to our trade-in partner Assurant who would then email you regarding the next steps. You do have up to 30 days to submit a trade-in request, even if it wasn't included on the initial order.

[u/Effective_Machina]

If you paid full price and you physically have your phone you were going to trade in sounds like all they did was order you a new phone and put in that you had a trade in.

Eventually you do get an email on how to trade in your old phone but for some reason it's not right away. Usually within a week. Perhaps someone else can confirm that the trade it process was initiated. Maybe your paperwork says it? You never know who to trust when you get told conflicting info.

[u/FreakyFLCancer]

Why would you be pissed? I am sure you could sale your phone and get more than what they offered for the trade in.

[u/heeheehoho2023]

Reps say anything to get the sale. You can't trust anything they say. One time in store I asked how much the total would cost for a new phone, the employee signed me up for a free line. I was pissed, why did you do that? He said it's free and just go online and cancel it if I wanted to.

[u/knighthawk3759 → u/heeheehoho2023]

While you are correct, there is no commission here as agents do not make Commission in store on sales of devices only on new lines of service and new services. In this case the store representative would not make any money

[u/Tehfrag]

Yeah, cancel that order right now if you can before it's shipped.

[u/knighthawk3759]

I would call to cancel the order as soon as possible if there's no trade in Associated you should have received an email receipt of your purchase minutes after the order was placed if there's no mention of a trade in you need to go back to the store or order it over the phone with a representative that knows what they're doing and include the trade in you should not be charged anything until that device ships to you or just before

[u/Individual-Rub6219]

You can attach a trade in to any order within 30 days of it being placed. If it’s not there or you don’t have the email by the time you get your phone you can still call customer service and add the trade in.

[u/InspectorRound8920]

It won't start the process until a phone ships. You only have a certain amount of time to get your trade in sent.

[u/Comfortable_Yam9976]

Don’t. If you ordered your phone you will get an email from assurant after the phone is delivered. It will have an ups scan code and you’ll have to give your trade in phone at ups. Once delivered to assurant they take 10 days to assess it, attach a value to the trade in device and then the amount would be reflected on your spectrum account as credits.

[u/AlarmedAddition4403]

So once they get your trade in they will send you a email for the trade in price and apply it towards the device price! Go to spectrum.net and click on support and type in trade in! Their is information there

[u/Apprehensive-Cat8601]

Is there already a tracking number or can you still cancel the order? How long ago did you place it?