Contributor
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3 Messages
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.]
Frodo30
Tutor
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6 Messages
7 years ago
Newgistics' website is cryptic. no way of speaking to anyone. It sounds like you have communication with them. I had a problem where my phone was never picked up from my post office for a month. Newgistics' tracking tool on line showed the lable had been created to send me my "new phone" and another lable to return the defective phone. It's confusing. I went to my post office several times with a copy of the lable given to me for the return and the postmaster said to contact the 3rd party delivery service "newgistics". Newgistics creates the lable for the postoffice and pick the parcel up. USPS does not ship anything for newgistics. I gently pushed the postmaster for more information and somehow he was able to give me a contact number for newgistics. If you don't already have a contact number try that. It helps when you are speaking to someone who may give you answers or suggestions
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Jcabal
Voyager
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2 Messages
7 years ago
As a follow-up to my previous post, after months of time wasted, I finally got my $606 back.
I contacted customer service once again to get the IMEI for the missing phone. I wanted to include this in the BBB complaint (as @craigs22 suggested) and the police report I was about to file.
Daniel, a manager on chat, was able to find the phone after contacting Newgistics. It sounded like Newgistics had it the entire time since 10/21/2015 and did not bother to report it as returned. What in the actual f***?
Here's what Daniel told me:
Daniel : No the thing is Jude in Fort Worth we receive the phones that are sent with upgrades but for the ones that are for warranty these are received by Newgistics
Did Newgistics send Fort Worth an empty box after taking the phone out of it? Why didn't they notify anyone that they are in possession of the phone? Why bother sending that empty box at all? I'm a little bit confused here.
In any case, I'm glad this is over.
@Frodo30
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MANDYR566
Contributor
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1 Message
7 years ago
I sent my phone back in April they they were sent there but accident cause AT&T sent me the wrong shipping label and now AT&T contract my phone I have all the tracking information in my email and I can track it but it's funny how AT&T can't I've been going through this since April and now we're July if anybody can send me the shipping shipping address so I can get my phone shiped back to me please let me know [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.]
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65342A
Contributor
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2 Messages
5 years ago
Same thing happened to me once, but my package was retrieved successfully at last. I saw my package was marked as "delivered" when tracking on Newgistics tracking site, so i contacted Newgistics customer service and they asked me to wait for one more day. Though i do not know why it marked as "delivered" before it was really delivered. But it really came to me. So i suggest you contact customer service at Newgistics too.
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Sumole
Contributor
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1 Message
5 years ago
You are not alone. My husband has already begun shopping different cellular service providers.
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Uabmedic200
Contributor
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1 Message
5 years ago
It’s been a month since I mailed me return of the iPhone X and they have yet to acknowledge and claim they haven’t received my return, even though I have the tracking number and receipt of drop off from USPS. att has gone as far as telling me that I changed the label to something different... I guess to intentionally screw myself into having to pay a large amount for a phone I no longer wanted or had. This is a NIGHTMARE. I am so sick of this crap!!!!!
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malikobling1986
Contributor
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1 Message
5 years ago
I just had the same problem. Att kept telling me they didn't receive the phone. they ended up charging me $860. The tracking indicated that the phone had been received but they said they didn't have it. I called the post office and the post office told me the package goes to a third party shipping company. I explained this to ATT customer service and they had no clue of what I was talking about. seems to like they enjoy taking advantage of their customers.
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opbert
Teacher
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15 Messages
5 years ago
I'm a new AT&T costumer, inlcluding U-Verse, internet and wireless services. I also added two new lines on my account for family members. I have a reciept dated June 2, 2018 from USPS showing I returned my SPRINT iphone to AT&T with the promise I'd be bought out of my SPRINT contract. Guess what? I just received an email from SPRINT threatening to send to collections for the device AT&T had me return to AT&T. 781 dollars. AT&T has no idea why they'd ask me for the phone, they have no proof they sent me a return kit, in fact, they have no answers for me at all except that I have to pay for the SPRINT phone
AT&T has. WHAT??? does any of this make sense when i have a recipet showing I sent AT&T the SPRINT phone. Oh well, i guess I'm not alone. This is terrible business, I'm so disappointed in AT&T. So my first month with AT&T will cost me a grand total of 1,481 dollars. Unbelievable. I'm so sorry i left SPRINT. Not to worry SPRINT, I'll be back, give me a few months to recover from this blow and it's over for me and AT&T.
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MicCheck
ACE - Expert
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12.9K Messages
5 years ago
The switcher promo ended in March, so AT&T wasn't "buying out" commitments to other carriers in June. Even when they were, it was always the customer's responsibility to pay off the other provider. Does the tracking number show where your phone is? If you just sent it to AT&T for no reason, they probably don't know how to track it.
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formerlyknownas
ACE - Sage
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105.6K Messages
5 years ago
@MicCheck
ATT is buying out for selected cities. Don’t know if the City @opbert lives in is one of the eligible zip codes.
@opbert ATT was NEVER going to pay off Sprint, or return your phone to them. If you owed $781, big mistake. The offer (if you are in a qualifying zip code) only reimburses up to $650 to YOU. You are responsible to pay your own bills. You should have received a trade in value when you switched. That is part one of what you should pay Sprint on your phone bill.
It can take up to 12 weeks for final reimbursement, assuming you submitted your final sprint bill.
ATT reimburses devices payment balance, or lease or ETF. If you have more than one of these, you may not be completely reimbursed if you didn’t fill out the information correctly.
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