Returning Equipment - Router - and a bit of ethics/moral code

[hxbernal]

Signed up for service and had an att Modem/Gateway from a previous address 6 months prior. Spoke w/ customer service who advised to send it back with the pre-paid postage stamp that was inside the box. Wow, that was easy and convenient. I am not on auto-pay, so I see my bill every month before I pay and have yet to see the credit for the Modem/Gateway. Now pay attentiom here because this is where I felt the fine line of ethics was a bit muddled. After a recent phone call where I explained that I had followed the return directions. CS asked where did I return the box? I answered, USPS. She said, well that may be the problem, you see-we use UPS. She then provided me with a phone number for Equipment Returns. So as my journey of phone calls continues Equipment Returns says they have no record of recieving it either, and asks, where did you return the box? Since I know the correct answer she is looking for is UPS. I answer UPS. She then replies, well that my be the problem, we use USPS.

Unbelievable. It could just be one of the service reps is wrong or do they automatically revert to these type of practices. Personally, as I told both reps, I'm not 100% sure which carrier I used, but since I ship items at least once every two weeks, I always use USPS. Thats where I'm at currently. The last bit of advice I recieved from service rep 2 was to return to the shipping office where I dropped it off and start looking there. WOW

[gregzoll_1]

So did they receive the equipment or not? If they are stating that they did not receive the equipment, and you have a tracking number, you can Private Message ATTCustomerCare, by clicking the blue envelope on the upper right hand corner.

Give them the tracking number, location you sent it from, your BAN (Billing Account Number), date you sent the equipment, and what carrier (Fedex, UPS, USPS, DHL).