Contributor
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3 Messages
Returned broken phone to AT&T ... never received and now being charged
I recently had to return a broken phone to AT&T ... and then purchased a new iPhone7. Apparently the old/broken phone was never received and they are now wanting to charge me $500 for that. I did exactly as they requested ... returning it in the box with their label and taking it directly to the Post Office. This is a process I am familiar with as I have been with AT&T for 25 years and spend about $4000 on service and phones.
I have had almost 3 hours of conversations with Customer Service ... including a Supervisor, but no resolution. All I am told is that without an received shipment, they can't do anything. I even had the Supervisor admit that they have returned phones in a warehouse without tracking and therefore don't know who may have sent them back. What kind of system is this? They admit to have phones they can't associate with customers, but are going to charge people like me $500 for a BROKEN phone we sent back. Not only is the $500 alot of money, but I am not giving up on this one based on principle. I certainly don't want to leave AT&T, but this is how they are going to treat someone who been loyal for 25 years and likely spent more than $50000 on cell phones & service? I asked the Supervisor who to talk to and got nothing more than his employee ID #. His final word was your not going to go anywhere without a tracking # ... and you don't have one.
Any suggestions?
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello @Shamblin11,
Thank you for reaching out through private message on the Community Forums. I am sorry to hear the warranty exchange was not as seamless as it should have been. I would be happy to look into this for you.
I researched into the account and the warranty exchange and we do not show the device being returned. The tracking number attached to the label which was included in the box (610829301390050135955811) does not show as scanned.
Please contact your local post office to see if it may have been left somewhere there. If you created your own label, I would be happy to create a case with the tracking number. Please let me know if you have any further questions.
I hope you have a wonderful rest of your day.
Jessica, AT&T Community Specialist
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Shamblin11
Contributor
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3 Messages
7 years ago
I have been to the Post Office 2 times. They have attempted to be helpful,
but since the could not find any "left behind" boxes, there was nothing to
track. Their honest feedback was that they had several customers with
similar issues on product returns. I used the return label provided and
packaged & dropped off as instructed. It certainly is unfortunate that
this is not an easy transaction. It does not seem fair that we are being
charged $500 in this situation. I not only can't afford that amount for a
broken phone that we obviously don't have and aren't using ... but have now
spent hours trying to get to some type of resolution.
I would like to know what the next step might be. Believe me, I am not
willing to simply concede and accept such a payment. I have been far too
loyal of a customer to be told "sorry, deal with it".
Bryan & Julie Shamblin
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Shamblin11
Contributor
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3 Messages
7 years ago
Hello-
I have done everything possible on this and am still stuck with a $500 charge on my credit card for a phone I returned. I can't afford to pay this and am frustrated at the "wall" that AT&T customer service is providing. I have been loyal for over 20 years and spend thousands every years on service & phones. Not understanding why you would be willing to lose a life-long customer (and family) over this issue that was not my fault.
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