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romanlx's profile
romanlx
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Explorer

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31 Messages

Sun, Jan 18, 2015 12:06 AM

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

Community Support

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15.2K Messages

8 y مضت

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

 

romanlx

Explorer

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31 Messages

8 y مضت

No one?
romanlx

Explorer

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31 Messages

8 y مضت

Thank you very much for the clarification.

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!

Contributor

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2 Messages

6 y مضت

I just returned an s7 active, within the time period, not a scratch, factory reset and cleared of all my info. Made an honest, yet logical mistake (considering they're app and sites are terrible), of ordering it on monthly payments, but added a line. I call, go to store, call, go.to store, etc. Was told I can't switch the new line to my old number. Sent it back, now waiting at least one more week, maybe up to 3, JUST to have to wait for THEM to fail at theyre jobs. I refuse to wait more than 5 business days. This is, a scam at its best. Itd have been avoided if ONE person at the store knew what they were doing. Its like a big joke. My family, having ATT for 18 years, are leaving. I just think, also, its strange it will take the exact time to know, anything, that it will take for the "new" phones to come out. We all need to stand up.to them, or myself and anyone with issues will continue to have them. It HAS to stop, No one I know has ever heard of such nonsense with any other company. So, it isn't just my opinion. And, yes, you people are polite because your forced to be. If you all stop reading a script and just talk like humans, then stuff will get done

Contributor

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2 Messages

6 y مضت

Sorry, fed up. Like, to where I do not even want to keep my service, even if it means getting a flip phone or losing my longterm number. For a new phone, avg. Plan, at 30 months costs over $2,100 for each of us. We deserve better, is all.

Contributor

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2 Messages

3 y مضت

If you got a phone with number through ATT it can not be returned to store in box..

That is a lie.

ACE - Sage

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100.4K Messages

3 y مضت


@Nevergain33 wrote:

If you got a phone with number through ATT it can not be returned to store in box..

That is a lie.


Yes, it’s true.  Only to a company store.  You cannot return to an authorized retailer as it isn’t owned by At&t.  

Contributor

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2 Messages

3 y مضت

If you call 611 and they ship a phone it must be mailed back

ACE - Sage

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100.4K Messages

3 y مضت


@Nevergain33 wrote:

If you call 611 and they ship a phone it must be mailed back


https://www.att.com/esupport/article.html#!/wireless/KM1045132?gsi=7bu7nm

Options for devices eligible for return or exchange

Exchange deviceTo exchange a device, you must visit an AT&T company-owned store. Return deviceTo 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 labelIf you don't have the return label, contact us. For additional details, check out how to Mail Your Return.
 

 

 

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