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Return Device Lost In Transit and ATT Doesn't Want To Help.
I recently had to return my Note 4 because of a dead spot on the touch screen. I got the new device and the shipping label with which to return my defective device. The Newgistics tracking number is: 610823332390050110987201. This was back in February. I personally handed my re-packaged old device to the USPS mail carrier that comes to my place of business and picks up packages for shipping. There has since been no activity on that tracking number and I have been charged a non-compliance fee for a device that has been lost in transit. I see no reason why I would have to pay for a device that was not lost by me. I have called the post office that ships packages in my area and they have no record of that tracking number nor is it in a format that USPS uses. I have a friend who had to return a device and did the same thing I did and his device made it but there was also no activity on his tracking number either. ATT has told me that since there is no activity on my tracking number they can't prove it was ever in transit and therefore they can't prove it was lost in transit. They suggested I make a claim with USPS but as that is not even a valid USPS tracking nubmer then that is a non-starter. I am now out $670 through no fault of my own. ATT tells me that the returned device IMEI has not shown up on any network since Feb 23. So in the eyes of ATT I am either a liar and never returned or they are making liable for someone else's mistake. Either way not a good way to do business. Does anyone have any suggestions as to what my next steps can be?
ATTMobilityCare
Community Support
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15.2K Messages
9 years ago
Hi there! @Wilmer317 Thanks for posting your concerns. I’m sorry to hear about your return issues.
So we can further assist you, please private message me by clicking here and provide the following information:
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Thanks!
Charise
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Peterrr2709
Contributor
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1 Message
9 years ago
I have the same problem. I purchased a Note 4 from an ATT Distributor and the back button was defective. Called ATT and they sent me a REFURBISHED one which they said is norm under warranty. However I refused to accept seeing it was only 4 days since I purchased my phone. They send me a return label and I went to exchange the phone where I bought it. They did not have any so I went to the nearest ATT outlet, only to be informed that they could not exchange it because I purchased from a distributer. So I called ATT and cancelled the purchase as I was within the 10 days period that I could return without penalty. They sent me another return label. Then I went back to the ATT outlet store and purchaed another phone and paid cash. I then proceeded to the USPS and delivered both of the phones with the return labels and got receipts for each with tracking numbers. 2 weeks or so later I started to get calls from ATT saying they had not received the phones. I went to the USPS where I delivered them and they said that it was at another branch and sometimes takes a while. The person there could not give me more information than I saw on their website, that it was transferred the same day I dropped off, 04/10/15, to their location at Opa Locka, Florida. I then called USPS and they said that Newgistics picks up so I should call them. I did and was told that they never received instructions to pick that up. So called back USPS and then they said indeed that Newgistics had not picked up. And opened a investigation, gave me a case number, and said someone will call me within 72 hours. It's been 12 days and I never got a call. I completely forgot of the issue presuming ATT must have received the phones finally. However, when my monthly invoice came in I saw 1 of the phones charged to my account! I called ATT and spoke to a manager who apologised and tracked it with the numbers I gave them and saw I did what they instructed me to do. So she gave me a case number and told me the charges will be reversed. I have to wait to see. They also owe me the tax I paid on the first phone, which they had said they would refund once the phone is received. So that is another issue. I suggest you call and speak to a manager, but make sure you have proof that you shipped. If you dropped off to a third party mailbox service it will be difficult to prove, unless you get them to look of their records that they delivered that label to the USPS. I see a lot of people are going through this. I think that ATT might have to start using UPS or FEDEX. Hope this helps. Good luck!
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