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Wed, Aug 17, 2022 5:02 PM

Equipment: To return or not to return?

When I canceled my AT&T internet service recently, the rep on the phone told me in no uncertain terms to return the modem or face a $150 charge; the next day, I received an email from AT&T with the subject line "Recycle your U-verse equipment" that stated, with just as much certainty, "there is no need for you to return your equipment" (the bold typeface was in the original email); then, because interacting with companies such as AT&T has rendered me permanently suspicious and paranoid, I called to double-check, and the rep told me to ignore the email and said that I must absolutely return the modem.

How is it possible to have any confidence in a company that operates like this?

Do I need to make a video recording of every step of the process of returning the modem at the UPS Store as well as getting a printed receipt to prove that I returned it in preparation for the moment in several months when, through incompetence or malice, AT&T accuses me of not returning the modem?

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