Trade-In Blues

When it comes to trade-ins, phones aren't like cars. Wireless-service providers don't welcome back older models when customers want new phones.

Centennial Wireless
Total Hold Time: 1 minute
Transfers/IVR Layers: 1

CSR: Thank you for calling Centennial Wireless. Can I help you?

WR: Can I trade in my non-Web capable phone for a newer model and design?

CSR: We don't do trade-ins at all.

WR: So the phone's not worth anything to you then?

CSR: Well, if you've got service on your phone, it's definitely worth something. I mean there's always going to be a newer phone that comes out, but you've got to pick the phone that you like.

WR: Is there anyone that would take the phone? Any programs I could donate it to?

CSR: Not that I know of. I'm not trying to be mean, but your phone, since it's been used, isn't worth anything to our company. We don't sell used phones. That's why.

WR: Aren't there programs for homeless or abused people that accept phone donations?

CSR: You can do that. Or you can sell it to a friend that maybe wants to activate it on a prepaid service. But we don't do that.

Rural Cellular
Total Hold Time: 0 minutes
Transfers/IVR Layers: 1

CSR: Thank you for calling customer service.

WR: I'm tired of buying the latest phone when something new is released in five or six months. Would you give me anything for my old phone on a trade-in?

CSR: Well, you can check with an agent and see if they will purchase them back and maybe use them for loaner phones.

WR: What is a loaner program? Is that a program for homeless people or the 911 program?

CSR: Actually, the agents use the phones. We send them to the factory, and we get them up and running and make sure there are no problems with them. Then when one of our customers has a problem with their phone, we give them the loaner phone to use for the week or two weeks that their phone is being repaired.

WR: Oh, I see. Is there anything else that can be done with them?

CSR: Basically customers just turn in their old phones, but as far as I know there's no compensation for it, and then they just use the phones for the 911 program.

Einstein PCS
Total Hold Time: 1 minute
Transfers/IVR Layers: 2

CSR: Thank you for calling Einstein PCS. Can I help you?

WR: Do you take trade-ins on used phones?

CSR: Is it a GSM digital wireless phone?

WR: It's digital and dual-mode, and that's all I know.

CSR: OK. With GSM, what makes us different from the other types of digital is that we've got the smartcard. It's a microchip card in the back of the phone. Does your phone have that?

WR: I don't think so.

CSR: Because it would need to be at least a GSM phone in order for us to put it on to our system. Otherwise, it would clash with our system. We're solely digital.

WR: So what do people do with their old phones?

CSR: Usually if they purchased the phone from us and they no longer use it, then they sell it to somebody else who would may be want to activate it on our service.

Verizon Wireless
Total Hold Time: 0 minutes
Transfers/IVR Layers: 1

CSR: Thank you for calling Verizon Wireless. May I help you?

WR: Would you be able to give me anything for my old phone if I traded it in on a newer model?

CSR: No, we don't do that.

WR: Is there anything I could do with my old phone?

CSR: You could sell it or give it away, or basically what ever you want to do with it, but as far as trading it in, we don't do that.

WR: Are there any programs for 911 or something I could give it to?

CSR: Yes. You can take it to a fire department or a police department or like a shelter or whatever and just give it like that. And then they take care of any reprogramming that's needed.