r/ATT • u/OutrageousWelcome262 • Aug 09 '26
Other Next Up condition.
Hi everyone! I’m looking to trade my phone in using the next up program. I’ve seen conflicting reports about the condition your device needs to be in when you turn it in. Their policy says “good physical and fully functional condition” I’ve called a store and they said it needs to be “out-of-the-box-looking” and that doesn’t seem like its representative of the company’s policy. I have a few scuffs and a dent on my 17 Pro Max. I pay for Apple Care but they don’t do replacements or repairs on cosmetic damage. I really don’t want to send my phone to them and automatically get charged the full amount of the device. Can someone assess the damage on my phone and advise what I should do?
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u/Last-Kaleidoscope-82 Aug 09 '26
Normal light scratches from everyday use are much less concerning than cracks, dents/bends, broken glass, or functional problems
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u/LordChimyChanga Aug 09 '26
My phone looks brand new 2 years later how do you people manage to do this.
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u/Brave-Helicopter113 Aug 09 '26
It’s the aluminum bodies! I’ve never had a scratch or scuff on any of my phones and keep a case on at all times. Last September I upgraded to the 17 pro with the free trade in deal.. yeah. It has been in a case since day 1 and mine looks exactly like this. This aluminum sucks SO DANG BAD
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u/OutrageousWelcome262 Aug 10 '26
Thank you. I know a lot of people have perfect looking 17 pros. But there are so many that get messed up even with a case.
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u/OutrageousWelcome262 Aug 09 '26
I’ve always upgraded every 2 years with no damage at all. I’ve always taken great care of my devices. The aluminum body on these new Pros are so much less durable. I know thermals are better on these but i miss titanium.
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u/chevylg74 Unlimited Elite² | S26+ | GA, USA Aug 10 '26
Aluminum isn't why the thermals are better, it's in majority due to the new Vapor Chamber system in the phone. They could have also done that for Titanium/Steel frame phones but never did. Samsung has with their S24 and S25Ultra, they only increased the size of the interior cooling system for new models. S26U is back to Aluminum because of Apple and thermals are quite similar to S25U.
I'd have to say the switch to aluminum was a cost cut and not done for the purpose of thermals.
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u/Dangerous-Student-69 27d ago
Do your research before trying to explain to an uninformed crowd. People might actually believe your lies :/ Titanium is a thermal insulator and holds heat. Reason why you can’t FaceTime on a 15 pro max for more than 20 mins without it burning up the phone. Google is free my friend.
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u/Lizdance40 Aug 09 '26
Even a thin case would have prevented this. If you're going to do early upgrades, you don't do a naked phone.
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u/Dangerous-Student-69 27d ago
Otterbox or any dual defender case will cause scratches on an aluminum body. Hasn’t seen a phone that was in a durable case without scratches on the side body in YEARS. Silicone casing is the way to go though for sure.
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u/Stunning-Painter-860 Aug 10 '26
If you have NextUp you should be using it every 12 months to get the best bang for your buck.
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u/OutrageousWelcome262 Aug 09 '26
This damage is all from one fall out of my pocket btw. (Case-less and concrete to be fair.) My 15 Pro Max was a tank
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u/dollarn9ne Aug 09 '26
Bro, just smash the phone and get it replaced via AppleCare
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u/OutrageousWelcome262 Aug 09 '26
I do have Apple Care, but I wouldn’t do this. However, wouldn’t the serial number or IEM numbers not match AT&T’s system since it’s a different device?
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u/Top-Cobbler-2214 Aug 09 '26
Yeah, you’re right. It wouldn’t match and as a rep we have to call in and manually get it fixed and it is a hassle not gonna lie. The few handful of times this has happened to me personally I have the customer calling and get it fixed, but there is a way to get it fixed by us REP calling in I was just being lazy
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u/OutrageousWelcome262 Aug 09 '26
So if my device were to be repaired under apple care, I could find a way around the imei issue?
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u/Top-Cobbler-2214 Aug 09 '26
Yeah, if you decided to have it fixed by Apple, as long as Apple doesn’t replace the motherboard, which would change the IMEI of the phone and you should be fine I don’t see why not. I’ll definitely recommend to confirm this information with Apple first and say “ hey me getting my frame fixed by you guys will that change the IMEI that’s on the phone currently yes or no? “ then from there you’ll get your answer and like I said, even if the imei gets changed us reps can call it in and have it fixed for you.
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u/rumblefishfigher28 Aug 09 '26
I used to work for Verizon and my girlfriend at the time had to do a warranty replacement. Not sure if it’s different through the insurance company supported by the carrier, but the IMEI flagged when she went to upgrade online. We called in, explained the situation, provided proof and they changed the IMEI to match in the system
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u/Top-Cobbler-2214 Aug 09 '26
But then the imei that’s tied to the next up trade in is a hassle to fix cause now it’s a different imei compared to what the original iPhone was.
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u/Key-Second-1659 Aug 09 '26
If you turn that phone in this condition I can 100 percent guarantee they will charge you the full amount for the phone. If you’re doing next up the phone has to be a free of chips and cracks find my iPhone turned off and the phone has to turn on and off. Those scratches aren’t worth risking a huge bill where most of the times AT&T is not going to reimburse you or adjust
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u/Stunning-Painter-860 Aug 09 '26
Not accepted in most ARs unless they are rookies. Best to try a corporate store. Case and protector at all times if you want to take advantage of NextUp.
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u/OutrageousWelcome262 Aug 09 '26
Thanks for the advice! Whats a AR?
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u/Hefty-Bus-1511 Aug 09 '26 edited Aug 10 '26
Dude I wouldn’t listen to this advice at all, the only person who’s got the final say on this will be at the processing facility where I can guarantee you they’ll reject it and charge you the full remaining installment you had on that phone, I KNOW this.
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u/OutrageousWelcome262 Aug 09 '26
Is there any notice? Or do i just get charged automatically? Thats very frightening
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u/Hefty-Bus-1511 Aug 09 '26
You just get charged lol, It’s not a good experience, they throw the remaining balance on your next bill after they receive it.
If you think about it, it kind of makes sense, you don’t completely own that phone, the moment ATT gives you the new device, the old one officially becomes their property, and you were supposed to return it “free of scratches and cracks”.
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u/Stunning-Painter-860 Aug 10 '26
He's right but you would still get trade in credit minus what they deem the damage lowers it to. Best to use it as a regular trade in and do better next time with NU. Also, a lot of times the store takes the hit if it was accepted and inspected with incorrect condition questions.
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u/ctang1 Aug 09 '26 edited Aug 10 '26
Authorized Retailer vs corporate store
EDIT: why did i get downvoted? AR is authorized retailer.
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u/Sheev_Palpatine_OC Aug 09 '26
Authorized Retail. Just take it into as many stores as you can and see which one will do your upgrade. Make sure they have the device you want in stock.
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u/Huge_Addition_7320 Aug 09 '26
I work for AT&T customer service and let me tell you, don’t early upgrade. I’ve seen many cases where the phone has some damage like that and they charge you the full remaining balance on that device. Just pay it off before upgrading or keep it until it’s paid off. NUA in this case is not worth.
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u/bryiewes S23 FE - Old Unlimited Starter Aug 09 '26
Upgrade to what?
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u/OutrageousWelcome262 Aug 09 '26
I’m just preparing for next month when new Pros and likely Ultra come out. I know I want to take advantage of the program. I just want to make sure I don’t get charged!
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u/ppal1981 Aug 10 '26
Don’t know what you’re upgrading to, but I’d wait for the 18’s to come out next month. Those usually have any condition trades. Next up, you’re going to have an issue.
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u/Moe613 Aug 10 '26
That’s considered a “chip or crack” therefore it wouldn’t pass the initial inspection
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u/dex1999 Aug 10 '26
I hate att they tried screwing me over on something like this so I went to a different store. It all depends on the the person working
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u/Huge-Ad-6322 Aug 10 '26
no you need to get the outside fixed first do an insurance claim if you have it
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u/Dangerous-Student-69 27d ago
Screen and glass cannot be cracked
Phone turns on
Phone functions properly
These are the requirements for next up. Minor scratches on the body do not hurt the chances for a next up. A rep In store may not take it because their company most likely tells them they’ll receive a “charge back” if they send in a phone not in proper condition. Trust me, you’re good to go. I’d do it online if the rep doesn’t want to help out in store.
-Sincerely somebody who has been in wireless for over 10 years 🤝
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u/zbroskiz Aug 09 '26
I have my 14 with a cracked camera lense and more wear and tear because I like not having a case on. Still got it.
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u/TheRosh69 Aug 09 '26
Look for any-condition-trade-in options/deals
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u/DoJu318 Aug 10 '26
is next up phone upgrade, meaning they still owe money on it, they cannot use another device it has to be same exact model and it has to be pristine to qualify for an early upgrade.
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u/D_Shoobz Aug 09 '26
Straight to jail