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RichATX's profile

Contributor

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3 Messages

Wed, Oct 1, 2014 6:46 PM

Closed

Newgistics "Lost" my return!!!

AT&T Premier Customer / RMA # ************

 

I dropped the phone off at my local USPS Post Office with the Parcel Select Return Service label provided to me by AT&T on 9/25.  Today is 10/1 and Newgistics has no additional tracking information regarding this return.

 

I live in Austin and the phone turns out is going to Ft Worth--  not sure why it's been nearly a week and I've not received any type of update or confirmation.  I contacted the Post Office per AT&T and they tell me that these Smartlabel Returns go through another carrier (Newgistics) and we'd need to contact them.

 

This is worrying because of the "horror" stories I've been reading about other customer's similar return issues with Newgistics.  I'm shocked that AT&T continues to partner with them given the number of customer complaints out there.

 

I need to get more information from AT&T on the status of this return.

 

Have others here dealt with this?  

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

Contributor

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1 Message

8 years ago

Same exact thing happened to me.  I returned a phone (via USPS) on 1/26 and I received a $223.99 charge on my March ATT bill for an "unreturned device".  I used the website on the receipt for the shipping of the phone (www.tracking.smartlabel.com) and saw that it had been delivered on 2/2 to Ft. Worth Texas.  ATT apparently uses this 3rd party carrier for returns and tracking called Newgistics.  I called ATT a number of times and, as mentioned by others, ATT said they would look into it, but no promised calls from ATT were received back to me.  Finally, on about my 5th call, on 4/15, an ATT rep saw that the phone had been delivered to Ft. Worth but ATT had not received it back in their "warehouse".  This was the same thing a rep said during my last call several days earlier. At that point I became very angry and inidcated that obviously I had returned the phone and if there was a problem between the delivery of the phone somewhere in Ft. Worth and making back to an ATT "warehouse" , that was not my problem.  After all, it had been more than 9 weeks and several calls to ATT and I still did not have my $223.99 refunded even though I had returned the phone. So after my outburst today the rep contacted her manager and then ATT said they will refund this and a credit will show up on mt next bill.  I certainly hope this will be the case. Sure seems like some kind of racket to me.

Contributor

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2 Messages

7 years ago

Appears that my return is yet to get to AT&T?
The weird thing is I have been trying to track my return on smartlable since the day after I gave it to the post office worker who made sure everything was in order for shipping, I felt good about it too because when I received my phone from the insurance company, I visited my local AT&T branch and the gentleman there helped me get my return ready minus the tape.
Today my husband gets a call from AT&T and they left a. Message saying that they never received my return device? WHAT IS THE PROBLEM HERE?
is this a problem that is something that obviously I am not alone in? I am not usually a person who takes the time out to write on forums or blog's ect., but obviously there's a problem with either the shipping tracking company? Because I don't think we would be having this issue if it was usps tracking#?...please help......there shouldn't be any problems with my return! Perhaps it's because I live in Hi.? But I should be able to track my return!

Contributor

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2 Messages

7 years ago

Appears that there's another case of this problem with not receiving my return! When Not only did I go to my local AT&T branch and the gentleman there helped me with everything except for the tape, I also went in to my post office and the lady there said everything looked fine scanned it and I left, Now this is where it gets interesting, the tracking number on the half slip of paper, because the other half is inside the box you shipped out per the directions, maybe they lose those papers? I don't know? But something for thought? I'm getting off track, I was never able to track my return, MY husband gets a voicemail today from AT&T because it was his phone that was replaced .Now I just thought I'd see what this company is all about and came up on my cell phone provider and was wondering if they ever found your return? Or what am I going to be looking forward to in the near future?It's been Aug 25th-Sept 8. But I live in Hi.still you would think I would be able to track it.thanks for the information,
I'm not much of a blogger or message forum type
But something is going on wrong here.
Good luck. Let me know how it all worked out and anyone else who has return problems ?

Tutor

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10 Messages

7 years ago

All I can say is hang in there! It took about 4-5 months, but it was finally resolved. My best trick was to contact the Social Media Manager via Facebook and she jumped right on the issue. My lost phone (not sure if ever found) problem was taken care of and the credit was issued. I attempted contact via Twitter before Facebook and it was worthless. For some reason, anyone you talk to has no power to do anything besides look up what others have said they would do. Try contacting them via Facebook and be sure to tell them to block that IMEI so they know you are serious about the lost phone.

Contributor

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2 Messages

7 years ago

Currently going through the same situation, preordered the Iphone 6s with the AT&T next plan, received the new phone on 9/25 and sent back my old phone on 9/26 . Yesterday I receieved a text message saying that my phone has not yet been received and I will be charged 300$ if it is not received by the 7th . I contacted AT&T after reading horror stories of phones being returned and never gotten . I called my local post office where I dropped my phone off only to find out that they JUST sent out 8-10 phones today . Newgistics, the third party shipping company, only comes every couple weeks or month to our post office ! AT&T says I won't receive a charge until December if at all, and i'll be credited as soon as they receive my phone in the warehouse . After a few phone calls and nerve racking morning, I THINK everything is straightened out .. hopefully this helps others also !

Lm2251

Contributor

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15 Messages

7 years ago

I have been going through the same thing since july and att wants to charge me $549 even after they told me i needed to buy a $150 microcell which is not needed now with my replacement phone. I have spent so many hours with customer service reps and managers as well as the warranty dept.

I never could get any tracking info from newgistics, even today! Not sure reps or managers know about newgistics as they seem to refer to the post office only.

 

I have spent hours online trying to find an appropriate executive contact...all the customer service managers wont give you anyone above them to contact. I sent an email to carmen nava and awaiting reply. Her title is SVP Customer Experience.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

craigs22

Mentor

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49 Messages

7 years ago

Been going through the same thing since 9-16-15.

I exchanged a phone and returned the exchange phone but ATT has since charged me for the phone I have returned. I received emails and texts from ATT advising me I would be charged on 9-16-15 if the phone was not returned. Meanwhile I have my tracking indicating that the phone was delivered to Fort Worth TX on 9-14. The tracking includes city, state, date and time of delivery. ATT meanwhile has  given me the runaround about which Team is responsible for reversing the charge, Combined Billing or regular wireless. It's been going on for almost a month now. Had to resort to filing a dispute with ATT Dispute Resolution and the FCC.

I have documented all my interactions and have online chat transcripts from a manager who says they show the phone has been received and I should be credited, but as of today ATT is still charging me $719.99. Can't seem to get anyone to take accountability and responsibility to getting this issue resolved. Just don't know what it is that's keeping ATT from correcting this issue. Everyone seems to have one thing in common, giving me the runaround and not being accountable.    

 

Contributor

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1 Message

7 years ago

I have the same experience, i droped the package at USPS store on 10/30, no tracking details yet, i called AT&T customer service, they said they haven't received the package and adviced to file claim with USPS, it appears to be big scam, AT&T using newgistics purposefully to screw returning customers. 

Voyager

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2 Messages

7 years ago

I posted this on AT&T's Facebook page recently. I've wasted a significant amount of time trying to get this resolved. There is no way I'm paying $606 for something that I know I returned.

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On October 16, 2015, I shipped back a replacement phone. My current phone has a minor camera glitch but the replacement phone sent to me had several deep scratches and looked old. I purchased my current phone directly from an AT&T store and decided to keep it. A month later, I received a $606 charge for the phone that I returned.

The tracking as reported on http://tracking.smartlabel.com/, aka Newgistics, reports the package as delivered on October 22, 2015. All of the customer service agents claim that the box was empty when it was received at the warehouse.

I believe that the package I sent was tampered and the phone stolen in transit. I talked directly to a person working at the warehouse and mentioned that there may be signs of tampering but they didn't follow up on it. Hours upon hours of waiting on customer service agents spread over a couple of months later, and there is no resolution in sight. Now I'm being told by a manager (Ryan) who has not personally seen the box that there were no signs of tampering based on photos from the warehouse. What kind of credentials does Ryan have that he can make that call based on photos? Seriously?

The shipping company that you use called Newgistics has a track record of "lost" packages. Filing a claim has proven to be difficult because Newgistics only has an email form on their website.

I already disputed the credit card charge once. I am being charged $606 again for something that should not be my responsibility. This should be your loss, not mine. Honest customers do not deserve to be charged for the shortcomings of your returns processing.

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I was also told by customer service to file a claim with USPS, but the tracking number belongs to Newgistics, so that's a dead end. I have spoken to at least 8 agents and not a single one of them have acknowledged the existence of Newgistics, even after giving them the tracking number and URL.

I sent Newgistics a message from their site 2 days ago and haven't heard back yet.

Any advice on other things I can do?
craigs22

Mentor

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49 Messages

7 years ago

@Jcabal I would just gather all your documentation and file a BBB compliant. You can attach all your documents in the compliant and let the BBB handle. ATT will have 30 days from the date the BBB forwards the compliant to them to respond. If your Post Office receipt or the tracking document show the weight of the returned package that will help to prove you did not return a empty box. 

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