Contributor
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1 Message
AT&T Next Trade-In Newgistics Issue
Hi, I upgraded a line on my account with a trade-in option. I received the phone on Dec. 8, 2017. I waited a few days to give it to my daughter because it was going to be a Christmas present. I then realized I should go ahead and give it to her so that I could get the phone back to ATT within the 14 days. I used the prepaid label and packaged the phone up and sent it back through USPS on Dec. 14, 2017. For some reason, the tracking information just updated today and showed that it was received by USPS. Later it said that the package had been turned over to the vendor and that no further updates to tracking would be made by USPS. I went to the Newgistics website and entered the USPS tracking number, and it gave the same update. I tried what I think is the Newgistics tracking number, and it was not found.
I am worried that the phone will not make it to AT&T by Dec. 22, 2017, which will be 14 days. Can anyone tell me what my recourse is if the tracking information remains a mystery? Also, does anyone know how long it usually takes for AT&T to get the phone once Newgistics has it? Or is Newgistics the company I am returning it to? Not sure how all of this works, but I used the label they provided, and I don't want to end up owing for the phone just because the return process is sketchy. Appreciate any help anyone could provide. Thanks!
ATTHelp
Community Support
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225.6K Messages
6 years ago
Greetings @TINA72170!
Welcome to the Community Forums, and thank you for bringing this question to our attention. We would be happy to help in getting the device returned. Let’s get started!
In most cases when returning a device, we do recommend keeping a receipt of when the package is dropped off to be returned. This helps us track down where the delay has come from. Based on the information you have mentioned, I would like to take a closer look.
Can you please send me a private message to @ATTCares; and include your full name, account number, and any tracking numbers you might have. With this I can find out what is going, and get this resolved for you.
Thank you and have an awesome holiday!
Fiona, AT&T Community Specialist
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MissouriCal
Coach
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8 Messages
6 years ago
Dealing with AT&T saying I didn’t return my old phone after I upgraded. I returned the phone on December 7th. Newgistics recieved the package on December 11th and AT&T recieved the Phone back on December 13th 2017. So tracking number shows delivered by Newgistics to AT&T nearly a month ago.
When the first rep claimed m “it doesn’t show delivered” and that didn’t pan out, we were told by the SECOND rep that we used the WRONG return label to send our installment phone back (seriously). The second rep CLAIMED they sent one label with the new phone then later sent ANOTHER label for the return phone. Which is complete bull.
We have Informed mail delivery that shows a copy of all the mail on a daily basis. Not once was there anything from AT&T. So the second rep has the gall to claim we shipped our phone to the wrong warehouse (as if we had a choice of the location to return the phone to.)
There weren’t two return labels in my upgrade box either. Only one. Which tells me the original order fulfier failed to do all of their job by providing TWO return labels. One for the old phone and one for the new Phone if we didn’t want it.
So now AT&T claims the Phone we returned that shows DELIVERED is lost and they plan to charge $485 to our next bill.
Seriously they plan to charge us $485 for a phone that shows it was delivered to one of AT&T’s warehouses because THEY can’t find it.
After over an hour and talking to 3 departments and 4 reps they basically forced us off the phone with the claim that they "escalated” the issue and it “should have a short turnaround”
It didn’t escape our attention that the rep said NOTHING definitive (aside from the fact that they were going to charge us $485 on our next bill). They gave zero expectation on when we would hear back from AT&T AND forced us off the phone with ZERO resolution aside from the fact that the next bill will have a $485 charge for a phone we already returned.
Maybe we need a lawyer for this. Having just returned from a deployment after being gone and now dealing with AT&T literally trying to steal from us.
They have my return phone somewhere. They sent only ONE return label with the phone I upgraded to. AT&T causes so many headaches for people it’s shocking they continue to get away with this type of racket.
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iSlandeRon
Contributor
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2 Messages
5 years ago
I feel your pain brother, here's my story with Newgistics and AT&T I wrote in pissedoffconsumer.com:
Just started a case with ATT customer loyalty about a Samsung book2 ($999) that i gave to the post office using the ATT supplied return label on November 23rd 2018 and was picked up by Newgistics on November 24th 2018. As of today its still in freaking transit!
Apparently I'm another victim of the scam of a shipping company called Newgistics.
Obviously Newgistics isn't a shipping company, they're a front that contracts to pick up a company's returns but instead of delivering items they open up every package ( especially from ATT knowing any returns will be high priced electronics ) and resells the stolen goods overseas or on the black market. Apparently them and another front under them had scammed the usps out of millions in postage:
https://www.justice.gov/usao-co/pr/...lion-settlement-resolve-claims-unpaid-postage.
As of today , 2/27/19 AT&T credited me the tax and upgrade fee and two months of payments towards the $1000 price of the device Newgistics "lost" but AT&T refused to take the installment plan off my account expecting me to pay the remaining $849 due. So I just signed up with another carrier and I plan on canceling my service after 14 years and a $400+ monthly bill and taking my business and 5 devices I was in the progress of paying off and AT&T can sue me for the amounts due. Not caring.
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MicCheck
ACE - Expert
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13.7K Messages
5 years ago
I'm not sure why you think that link is relevant or how you came up with your creative conspiracy theory, but you're correct that too many people have issues with Newgistics.
File a complaint with the FCC and someone from the Office of the President will contact. That is the correct person to get this issue resolved.
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