Followy up on AT&T shifting Work to Customers.
09-14-2012 10:58:04 AM
I need to do a followup. After my insisting, the chat rep agreed to send a technician with the gateway and revceiver. It was the very next day. Luckily, the technician came because the gateway that was being replaced was discontinued, and the new gateway needed a wall mount installed. So, it was all done, professionally.
Then three days later, I receive a box form AT&T, which i surmised is a new reciever. I do a chat with AT&T, and they advise me I have to take the unsolicited package to the nearest UPS store and ship it back. I asked why I had to spend time and money to do that. They said it was AT&T policy. I then called AT&T, and finally got someone who said the package would be picked up by UPS at my door. He would send me labels and instructions.
A week later I received a large box with bubble wrap, a shipping label, and two printed sheets of instructions. It said to pack the item to be returned then call UPS for pickup, but that any charges for a pickup would be the customer's responsibility.
I called AT&T again, this time after reading me the "company policy" on returning items, the representative eventually told me to go ahead and pay UPS $9.15, and he would credit my account $15.
Then getting UPS to do a pick up took half hour and three different conversations.