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missellencat's profile

Contributor

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3 Messages

Wednesday, April 4th, 2018 1:33 PM

Return Processing Time

I have been on the AT&T Next program for a few years now. On February 1st 2018 I upgraded my device to an iPhone 7 which I received on February 7th 2018. Shortly after receiving it I realized that it wasn't a good phone match for me and I contacted AT&T to see if I could exchange the iPhone 7 for an iPhone X and was told that I could since I was within the 2 week return/exchange period. On February 11th I mailed the iPhone 7 back to AT&T. I inquired about the status of my exchange on February 23rd and I was told that I needed to wait for the return service warehouse to note that they had received the phone so that you can reverse the upgrade and I can order the iPhone X in exchange. On February 28th I noticed that the tracking said that the delivery center had received the iPhone 7 that I had mailed back. Since I still had not heard anything about the exchange for the iPhone X by March 9th 2018, I went to an AT&T store. After waiting over an hour in the store I was told that the Returns center had received the return phone but had not processed it yet. By this time I had also made an installment payment on the iPhone 7 even though I had already mail it back to the returns center because I was told that that would be straightened out when I had the iPhone X I was exchanging the iPhone 7 for.

It is now April 4th 2018. I still have not heard anything about getting the iPhone X in the exchange and I on my current bill I am being charged another installment payment for the iPhone 7 that I returned 6 weeks ago. I will not make another payment on a phone I do not have. I no longer want to carry through with ordering the iPhone X in the exchange process because now I just want the iPhone 7 that I returned processed so I will not be stuck in a contract with AT&T so that I can take my business elsewhere.

This is ridiculous and I am beyond fed up with how long this has taken already since I everything back on February 1st!
How long does it take to process a returned phone?!?!

 

Contributor

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4 Messages

6 years ago

Did you ever get this sorted out? I also bought a new phone on next, and returned it shortly after. I've already made one installment payment on the phone, and it is still showing up on my account, even though I returned it, and got an email from at&t stating that they received the phone.

Contributor

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3 Messages

6 years ago

It was eventually sorted out but I no longer use AT&T for my wireless service.  

After calling AT&T countless times about the status of the returned device I was eventually told that the return hadn't been processed in their system yet because AT&T outsources their returns department.  The package tracking on my returned device said that the package had been delivered to Newgistics(the outsourcing company AT&T uses for returns) but they had not actually processed the phone after it was delivered and they had misplaced the package.  I was absolutely furious that AT&T was trying to hold me responsible for losing a device that their own returns-process company misplaced after it had been delivered to them.  I think I spend a week calling AT&T and/or Newgistics at least once a day.  

Finally, at the beginning of May, they were able to locate the returned device and it was processed into the AT&T system.  Since I no longer wanted to deal with AT&T at all after all of this, I did not proceed with an exchange after the returned device was processed.  I had to pay off a small balance on my wireless bill but I then confirmed that I was not in any type of contract with AT&T so I moved my number and service over to Verizon and I now have an iPhone X on a payment plan and a similar service plan that I had through AT&T with a slightly smaller monthly bill. 

 

So it was sorted out, but definitely not in a timely manner. 

Contributor

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4 Messages

6 years ago

ah, thats really helpful. So I will most likely have to wait far to long for my phone to be processed by slowgistics too before the installment plan will drop from my account.

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