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asquared0601's profile

Voyager

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3 Messages

Wed, Mar 11, 2015 1:03 AM

NEXT is a huge risk, and AT&T & Best Buy will not help.

AT&T's NEXT feature seems like a godsend for those people who are planning on sticking with the service for a while, but I have recently learned that there are great risks associated with this program. I have been a loyal customer with AT&T and pay them a great deal of money monthly between my mobile service and uVerse, but the interactions I've had with the company in the past 2 weeks are quickly turning me off to my long-term relationship with them.

 

In mid-November 2014, I went to my local Best Buy store and was surprised to find iPhone 6 Plus units in stock --- unobtanium at that time. I decided to lock the phone down via NEXT upgrade, trading in my iPhone 5S in the process. I received my iPhone 6 Plus after handing my iPhone 5s to the representative at my local Best Buy, who inspected the phone, played with it for a while, checked the SIM and inspected it for damage/water exposure.

 

Everything was fine, we finalized the upgrade, and Best Buy provided me a box in a gray bag with instructions on how to wipe my data off the phone and how to ship it. A prepaid label was provided with this package. I wiped my data off the phone and sent it off a few days later -- I handed it to my local USPS mailwoman who frequently picks up my outgoing packages.

I never heard anything about my old phone again and my account proceeded as normal, when all of a sudden a charge appeared on my bill for the amount of the phone ($259.99). After calling to inquire about the charge, I was told that AT&T had never received the phone and added the charge nearly 4 months after I performed my upgrade. I got the usual run-around that they would "investigate" the issue and get back to me. The rep said AT&T would call my local Best Buy store for more information on the returned phone. Today I learned that they never called Best Buy, and I was told by the rep that I should just do it by myself -- makes sense because AT&Ts reps have no intention of being accountable for this issue.

 

I called Best Buy's corporate office and spoke to a representative that says they have no way of tracking the phone. The prepaid label they provided me and explicity told me to use does not include tracking. Once again, I received the run around and was told to contact AT&T and tell them that Best Buy could not help me since the phone was supposed to be sent back to AT&T. I was also told to contact my post office, but that went nowhere quick since I don't have a tracking number or any other information to reference.

 

I called AT&T after trying the post office and my local Best Buy, and once again got the run around. Simply put, AT&T and Best Buy do not feel as though it is necessary to get involved or investigate, and that I am liable for the charges for the phone that was correctly shipped but basically untrackable. I asked the representative to check the wireless activity for my old phone's IMEI/serial numbers and they confirmed that it has not been used since I performed the exchange. This leads me to believe that the package is either A. sitting in AT&T's receiving warehouse, B. in one of any post offices in the 50 United States or C. completely vaporized.

 

Either way, short of me lying down in the middle of my nearest AT&T store in peaceful protest, it looks as though this is my problem, even though it's obvious I do not have possession of the phone. Looking through similar forum posts, this is not a new issue with the NEXT program.

 

If this post does not end up in front of someone who will actually take accountability for the issue I am having with AT&T and Best Buy, I would at least like to think that any loyal AT&T customers would use this and similar stores as a warning if they decide to roll the dice with their old phone.

 

Any advice on next steps or any solutions other members have discovered would be helpful as well. 

 

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Summary

 

  • Performed AT&T NEXT upgrade at my local Best Buy
  • Shipped old phone back to AT&T using box and prepaid label provided by Best Buy
  • 4 months later, $259.99 charge appears on my bill for unreturned equipment
  • AT&T says they will investigate with Best Buy, this is never done
  • Best Buy says prepaid label was addressed to AT&T and they do not have tracking
  • AT&T confirmed IMEI for phone has not been used since I traded it in
  • According to two separate AT&T customer service reps, I am still liable for the charges

Responses

Tutor

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4 Messages

5 y ago

They told me that my phone has "physical damage", but cannot tell me, or more importantly, show me what the actual damage is. This is starting to seem more like a scam all the time.
lizdance40

ACE - Sage

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83.5K Messages

5 y ago

@Jholley. LOL.  I bought a phone off eBay.  Seller assured me It could be thrown off a cliff it was packed so well.

 

@benny260.  I think they are supposed to email pictures.  Contact ATT through the forum by private message. @ATTMobilityCare

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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4 Messages

5 y ago

@lizdance40 I contacted them last night through chat. They say they will show me the pics and have this resolved by Friday.

Tutor

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4 Messages

5 y ago

Pictures of my undamaged phone would be great, but they told me that since it was "damaged" they sent it back. But they can't seem to find any of the shipping info. Strange. Only way that thing is damaged would be them taking it out of the box and throwing it on the ground so they can charge me $300 and keep my phone and resell. No doubt in my mind on that one!!! I'll try going thru your link tho, thank you!

Tutor

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4 Messages

5 y ago

I would prefer mine sent back. I could at least re sell it. Instead, they gave me a trade in of 31.50 and a bill for 227.49.
lizdance40

ACE - Sage

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83.5K Messages

5 y ago

We can all do collective eye roll.    

 

I havent gone through this and never will.  My kids are now young adults and have to buy their phones at full price.  If they break it, it's entirely on them. If it fails, it was cheap to begin with.  

Amazon has several bargain priced phones.  I wouldn't buy a phone for a kid over $200. 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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4 Messages

5 y ago

I don't have any kids, it was my phone. Which is why it was in perfect condition. Lol. Just drives me crazy when you take such good care of your stuff and then something like this happens. It's all of a sudden broken and they wouldn't let me turn it into the store. Hmmm.....
lizdance40

ACE - Sage

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83.5K Messages

5 y ago

@Jholley. I still won't buy phones from ATT.   I got a Pixel coming.  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

4 y ago

Do you still have the shipping label in your email? The tracking number is on the label. I went through the same situation.

Att claimed they didn't have the phone and charged me for it. I had to go to usps and they found helped me with tracking and found it was delivered to att.

After I have the tracking number to att they "miraculously" found it even after they "tried" when I previously called.

I feel as though att bears responsibility with this. We are their recurring customers but hey have no problem charges us for their mistakes.
lizdance40

ACE - Sage

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83.5K Messages

4 y ago

@Anunez86  That tracking label is very important.  When a phone is "missing" but tracking says otherwise, ATT has to pony up.  

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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