Explorer
•
31 Messages
Return period for shipped back returns
Hi, I'm confused here and wanted to understand better this policy.
I returned an iPhone (Certified Like New purchased online) during December. The details are the following:
- The device was shipped on Dec. 1
- I decided to return it and requested a label (didn't get it in the box) on Dec. 7
- I shipped back the device on Dec. 8
- Apparently the shipping service used by AT&T is really slow and was delivered on Dec. 22
I just noticed that I was charged the second installment in my January bill so I chatted with a representative asking what happened with the return because I was expecting a refund of the first installment and no more installments charged.
Well, after a while chatting according to the rep I'm being charged the second installment because "unfortunately" the device was received on Dec 22, past the 14 days return window. Is that really the AT&T return policy? Where's that specified? That doesn't make any sense, it's impossible to comply with that if the shipping service itself takes 14 days don't you think?
In the end I was credited the amount "because my satisfaction is the most important thing", but it isn't simply about the money, but about what's right, I can't believe that's AT&T policy and I'd like to confirm here if that's the case.
Accepted Solution
Official Solution
ATTMobilityCare
Community Support
•
15.2K Messages
8 years ago
Hi @romanlx
I’d be happy to help with our return policy! The buyers remorse period begins the day the device ships. Whilst it is possible for the device to be returned directly to any AT&T store, we do offer an additional 14 days for devices returned through the mail. In this case, you would have been within the allowed return period, so I am glad to hear that the amount charged was credited.
So to confirm, you are allowed a 14 day return period from the date the device ships. If you are returning the device via mail, an additional 14 days is allowed.
Hope this helps,
Charise
0
0
romanlx
Explorer
•
31 Messages
8 years ago
0
0
romanlx
Explorer
•
31 Messages
8 years ago
It makes more sense that way. I suggest you to pass that information to the
representatives because I was told something different and if I hadn't
insisted I wouldn't have received the credit.
In the end I think most people would prefer to know that the credit was to
fix the mistake instead of just because they were complaining.
Thank you again and have a great day!
0
0
jaybombz
Contributor
•
2 Messages
7 years ago
0
0
jaybombz
Contributor
•
2 Messages
7 years ago
0
0
Nevergain33
Contributor
•
2 Messages
4 years ago
If you got a phone with number through ATT it can not be returned to store in box..
That is a lie.
0
0
formerlyknownas
ACE - Sage
•
105.6K Messages
4 years ago
Yes, it’s true. Only to a company store. You cannot return to an authorized retailer as it isn’t owned by At&t.
0
0
Nevergain33
Contributor
•
2 Messages
4 years ago
If you call 611 and they ship a phone it must be mailed back
0
0
formerlyknownas
ACE - Sage
•
105.6K Messages
4 years ago
https://www.att.com/esupport/article.html#!/wireless/KM1045132?gsi=7bu7nm
Options for devices eligible for return or exchange
To exchange a device, you must visit an AT&T company-owned store.
Return device
To make a return, you can visit an AT&T company-owned store or ship back to AT&T with the prepaid return shipping label. Make sure to include all original packaging and components such as battery, charger, manual, etc.
For orders placed online, there will be no restocking fee for returns made within the 14-day return policy. If you placed your order online and picked up in store, you must return to a company-owned retail store in order to have the restocking fee waived. Waiver of fee subject to change.
Request prepaid mailing label
If you don't have the return label, contact us. For additional details, check out how to Mail Your Return.
0
0