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melon0620's profile

Contributor

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3 Messages

Sunday, November 4th, 2018 4:03 AM

Newgistics Phone Return in Limbo

Hello,

 

We returned two phones on 10/10/18 but we haven't received any updates. We contacted USPS who confirmed Newgistics picked up the phones on 10/16/18. Since then, there has been no updates to the Newgistics tracking system (ship date, destination & reference number are all listed as "N/A" or "unknown.")

We contacted AT&T who told us they received one of the two phones but they needed both in order to process the returns. We contacted them again a few days later & the new AT&T rep said they did not have either of our phones & just advised us to wait longer.

Our old phones are malfunctioning more & more with each passing day, so we need new ones. We cannot upgrade until this return is processed & at this point it has been almost a month receiving no answers or conflicting answers every time we try to contact someone involved with this process. In addition, the money for these phones was taken out of our bank account in full & of course will not be refunded until the return is completed. Please help us with this situation. 

 

Thank you very much

ATTHelp

Community Support

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207.2K Messages

4 years ago

Let's look into that for you, @njnidle!

 

Simply click the Forums Inbox and search for a private message (PM) I'm sending from ATTCares. There, you'll want to respond to that message and verify with your requested account details so that we may examine your case.


I look forward to assisting you!


Lar, AT&T Community Specialist

Contributor

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2 Messages

4 years ago

 The same thing happened to me. Dropped of my old phone with USPS and got a confirmation. Now more than a month later the USPS says Newgistics has it, and Newgistics says that they don't. And of course, I've gotten then texts from AT&T threatening to charge for a phone I returned to them using their preferred return system. Terrible service.

ACE - Sage

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104K Messages

4 years ago

@ktbaxter

@melon0620

Seriously stop putting your upgrades into the hands of the postal service and ATT slow returns department.  

You can go to a store and buy a phone.  Outright, pay for it.  

I’ve paid about 1/2 price for phones for about 4 years, then resold the phones on eBay.  My current ATT phone, is a oneplus 6t, which at $550 is being compared with the Google Pixel 3 XL, $1200 iPhone XS Max and Samsung Note 9 and not coming up short enough to justify the extra $400-600 price.  

   You can buy a phone from Apple, Best Buy, Samsung, Motorola, Target, Costco, Walmart and often get a sale price less than what ATT offers.  

 

Contributor

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3 Messages

4 years ago

@lizdance40

We actually tried that route first, and I was buying a phone at Target. I spent a collective 6 hours over two days at a Target store because the upgrade would not go through. After many calls to various tech departments, the only solution provided is that our account has too many lines to upgrade through a third party & only AT&T could put it through. It's just part of this months-long process that isn't relevant to my current problem - getting the money returned to my account after returning the phones following AT&T's process.

 

@ktbaxter

I'm sorry you're experiencing the same thing. How were you contacting Newgistics? Just curious if we've tried the same ways. 

ACE - Sage

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104K Messages

4 years ago

@melon0620

What I mean is, do not use installments.  I have upgraded each year, but not with installments.   You can buy a phone outright without ATT and swap the SIM card.  

Apple for example has their own upgrade program, with installments and Apple care +.  Or you can buy unlocked at full price.  

   1.  I don’t want them running a credit check for each new phone. 

   2.  I want my bill to stay low   

   3.  I resent a $30 upgrade fee.

We also do like that ATT is permissive with non carrier phones and all 3 of our phones are not branded devices.  (And they cost less)

 

 

Tutor

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4 Messages

4 years ago

Same for me. Upgraded my phone through Best Buy. Used the shipping label provided to send my old iPhone back. USPS says it delivered so their insurance doesn't cover. Newgistics says it delivered to Fort Worth, Texas. ATT says their warehouse doesn't have my phone and charging me for it after multiple calls to ATT to find it. Best Buy doesn't claim responsibility for returns. Newgistics is less than cooperative after two phone calls and emails to 'attsupport@pb.com'. Nothing but an empty bank account because I am now getting charged for a phone I returned. HELP!

ACE - Sage

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104K Messages

4 years ago

@MaktotheJack03

File an FCC complaint.  The tracking proves it was returned. 

 

Tutor

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4 Messages

4 years ago

Thank you @lizdance40. I filed an FCC and BBB complaint. We'll see if this stirs up some answers. 

Tutor

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4 Messages

4 years ago

Newgisitics tracking notes that my phone was delivered to Fort Worth, TX which I found out from Newgisitics is the ATT Warehouse. I called ATT back today and today (after 4 months) they told me that they received the wrong phone (Samsung Galaxy). I don't own or have I ever owned a Galaxy, I returned an iPhone 7plus, so now this tells me that the warehouse logged incorrectly....I am a 20 year customer of ATT with no other problems. They agreed to a refund without further investigation. The phone that i returned and they logged incorrectly is now marked as lost or stolen so it can't be activated. Case closed. 

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