Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Trade In and Get Rewarded!
mschun908's profile

Contributor

 • 

2 Messages

Friday, November 9th, 2018 11:57 AM

Returned iPhone not scanned after using AT&T smartlabel

I upgraded my phone through my AT&T Next contract to a fantastic iPhone XS. It's great and I love it!

I returned my old iPhone 8 plus using the USPS parcel select return service label (smart label) that was provided to me on 10/24. It's been more than 2 weeks since I dropped off my return package at the post office and the tracking on USPS states "label created not yet in system" and the newgistics smart label tracking states "not received."

I spent hours on the phone without different t teams with at&t but ultimately was hung up on when I finally was connected with an AT&T next rep to explain my situation a 4th time. 

I am really stressed as AT&T is threatening to charge me $456 for this phone even though I followed all the instructions i was given! I used the AT&T label provided to me.

 

Has anyone else faced this situation and had a resolution?

ACE - Expert

 • 

16.5K Messages

6 years ago

@mschun908 Did you get a receipt when you dropped it off at the USPS?

 

 

Tutor

 • 

8 Messages

6 years ago

The exact same thing happened with me when I exchanged my S8 Active back in March. Thankfully, I got a receipt/tracking number from the USPS. The problem is the remarkably incompetent company that AT&T contracted with to receive the returns. They also service cable/internet companies to process and refurbish set top boxes, etc. across the country, and to say that they are one big clown car is to insult clown cars everywhere. My S8 Active was NEVER successfully scanned as received via the smart label. Only my receipt from the USPS (and corresponding tracking number showing the package successfully delivered) resolved the situation. 

Contributor

 • 

2 Messages

6 years ago

Unfortunately i did not. I have the USPS tracking number but no receipt as it was dropped in a collection bin 😔

 

Not sure if AT&T does this on purpose to scam people... But I'm not sure what to believe anymore. I've been on the phone with them for a cumulative 5 hours over the course of three days and getting disconnected by AT&T in the middle of my calls. ☹️

Tutor

 • 

8 Messages

6 years ago

Look up the USPS tracking number on the USPS site...should show delivered. Ignore the smart label number. 

ACE - Expert

 • 

16.5K Messages

6 years ago


@mschun908 wrote:

Unfortunately i did not. I have the USPS tracking number but no receipt as it was dropped in a collection bin 😔

 

Not sure if AT&T does this on purpose to scam people... But I'm not sure what to believe anymore. I've been on the phone with them for a cumulative 5 hours over the course of three days and getting disconnected by AT&T in the middle of my calls. ☹️


I've mailed this way and had an issue but it was resolved in one phone call.

When I tracked it, I could see it got to the destination, once they checked the tracking and confirmed it then I never heard from them again.

 

That said, I dropped it off at the counter to get a receipt and it was only an $80 phone. 

I can't imagine not getting a receipt for an item worth hundreds of dollars!

 

 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.