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.]
Constructive
Former Employee
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31.4K Messages
5 years ago
@opbertNone of the people trying to help work for at&t Employees are clearly identified like at the end of my posts.Employees on here act in no official capacity for at&t we are only here to offer advice , alot of us were or are field techs .
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Gary L
ACE - Expert
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16.1K Messages
5 years ago
Who said you did anything wrong???
It sounds like you're feeling guilty that you didn't keep the tracking or IMEI or anything. But no one said there was anything WRONG with that.
It'd certainly be helpful if you had it.
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grotemuis
Voyager
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6 Messages
4 years ago
Well 4 years later, nothing has changed!
I sent a return package on January the 3rd, 2019, one day after I received a replacement unit, thus well within the 10 day return limit.
The replacement came with a pre-printed shipping label, so even if I would have sent it with USPS Priority mail there was no address other than the 'address' on the label which belongs to Newgistics which I was not aware of!
In the meantime I got 2 notices per e mail from AT&T that I need to send my return item or else I will be charges $100+
After reading all these comments I believe AT&T uses this "shipping company" on purpose to force people to pay for an replacement item still under warranty.
My package went from Wichita, KS clear to Greenwood, IN. After that I could not get any updates. The USPS was able to track it to Pittsburgh, PA. Then no more updates!
All the while it is supposedly going to Flower Mound, TX?? And I'm not even sure IF that is even the end destination as return items do not always go back to where new items are shipped from. So, I like to know WHO is responsible for late/lost items?
Never heard of this company Newgistics before, until I read up on reviews when my package got lost.
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Gary L
ACE - Expert
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16.1K Messages
4 years ago
What if you track it with this site? http://tracking.smartlabel.com
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opbert
Teacher
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15 Messages
4 years ago
like they’ve done to so many others. Oh an update; last I spoke to ATT,
the rep told me they did receive the package 1.2 pound package, but there’s
no way to prove my phone was in it. What??? The USPS packed it for me
weighed it and on and on. I’m waiting to pay down my lease with them to
leave this lousy horrible company. They’ve been headache after headache
and I’ve posted my experience to my 10’s of 1000’s of followers. Thanks
though.
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grotemuis
Voyager
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6 Messages
4 years ago
Thank you for your kind response, perhaps I wasn't clear enough.
I did check the smartlabel link before I went to the USPS to inquire. The package went from my local Post office, a 40 minute drive to Wichita, KS and then it was out of the USPS their hands and their responsibility.
The post master said that sometimes they can check deeper than the customer, she also suggested if it would have been her she would have used Priority Mail. (Better tracking plus it is insured)
I explained that I had no return address other than the shipping label address Smartlabel Returns which had no identifiable AT&T address on it.
I could only track it as far as Greenwood, IN.
The Post master was able to track it to Pittsburgh, PA
Even today, I only can see that the package has made it to Greenwood, IN , the Pittsburgh part is missing and was never available for me to see.
Yet, now it shows 'In transit to Flower Mound,TX' Estimated Delivery unknown.
And you know what? I just received an e-mail from AT&T that they received my package!
Lesson learned. Next time and I hope there will NEVER be a next time, I will ship it myself with a USPS or UPS or FEDEX label and have piece of mind.
I will NEVER, EVER use this Newgistics company again, they clearly do not know what they are doing with their 'tracker system'.
It took 10 days, I guess I am luckier than most people on this forum.
My suggestion to AT&T is, use another shipping service or have people pay for their own return. A tip for customers, document, document and takes photos of everything!
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opbert
Teacher
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15 Messages
4 years ago
like they’ve done to so many others. Oh an update; last I spoke to ATT,
the rep told me they did receive the package 1.2 pound package, but there’s
no way to prove my phone was in it. What??? The USPS packed it for me
weighed it and on and on. I’m waiting to pay down my lease with them to
leave this lousy horrible company. They’ve been headache after headache
and I’ve posted my experience to my 10’s of 1000’s of followers. Thanks
though.
##- Please type your reply above this line
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opbert
Teacher
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15 Messages
4 years ago
instructions I was given by ATT so I didn’t know any different. If a huge
company sendas me a rerun kit and tells me they’ll take care of it all, I
needn’t worry about anything, why wouldn’t I trust them? It’s just not in
most people’s nature to not believe a corporation like ATT or think they’d
steel from us.
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formerlyknownas
ACE - Sage
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107.4K Messages
4 years ago
@grotemuis
The only way to avoid using the return service is not return a phone to ATT.
Since I don’t buy from them, haven’t in 5 years, I don’t have that problem at all.
You have every right to take control of purchases. Buy iPhones from Apple, they have their own upgrade program. I’m an android user, so I’m buying through Best Buy, google, etc.
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Michysn
New Member
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3 Messages
3 years ago
Today is July 16th and I dropped my phone off at Highland Park NJ post office and they cannot find the phone. The post office (USPS) is saying it is ATT and ATT is saying it is the post office. I am not getting anywhere. We’re you able to resolve and did they find your phone.
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