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Posted Nov 2, 2013
3:20:10 PM
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Credit for returned 2Wire unit

I was convinced by an AT&T rep to switch from DSL to U-verse in May.  Part of what convinced me was during this phone conversation, the rep told me that if I returned my old 2Wire unit through UPS, I would receive a $100 credit on an upcoming bill (which would cancel out the new $100 charge for the U-verse Internet Gateway).  I recently called customer service because I had yet to see that $100 credit on my bill, and during this call was told that the credit was only given for U-verse equipment being returned, not 2Wire.  I believe I was told inaccurate information by the rep in May, who was aware that I would be returning a 2Wire unit and assured me that I would receive a $100 credit.  I went through the trouble of going to UPS and going through the process of returning the unit, which was readily received by UPS and sent through AT&T's U-verse account.  I have the tracking information confirming that my equipment was received.  I would very much appreciate some guidance on how to proceed in getting the refund that I was promised.  Thank you!

I was convinced by an AT&T rep to switch from DSL to U-verse in May.  Part of what convinced me was during this phone conversation, the rep told me that if I returned my old 2Wire unit through UPS, I would receive a $100 credit on an upcoming bill (which would cancel out the new $100 charge for the U-verse Internet Gateway).  I recently called customer service because I had yet to see that $100 credit on my bill, and during this call was told that the credit was only given for U-verse equipment being returned, not 2Wire.  I believe I was told inaccurate information by the rep in May, who was aware that I would be returning a 2Wire unit and assured me that I would receive a $100 credit.  I went through the trouble of going to UPS and going through the process of returning the unit, which was readily received by UPS and sent through AT&T's U-verse account.  I have the tracking information confirming that my equipment was received.  I would very much appreciate some guidance on how to proceed in getting the refund that I was promised.  Thank you!

Credit for returned 2Wire unit

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Nov 2, 2013 6:12:01 PM
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Edited by my thoughts on Nov 2, 2013 at 6:13:51 PM

DSL equipment like some Uverse RG are purchased, have not heard of a buy back on used customer owned RGs.
That does not mean there was not or is not such a program, have heard of those who upgrade offered rebate to offset new RG charge but that is a straight up offer not tied to equipment return.

Customer Care is next step if normal chat or 800 number is not resolving your issue.

Per BeeBeeSA I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the flashing envelope at the top right of the page for your response from a team member.

They can test your line and take the appropiate measures to correct any issues they find.

DSL equipment like some Uverse RG are purchased, have not heard of a buy back on used customer owned RGs.
That does not mean there was not or is not such a program, have heard of those who upgrade offered rebate to offset new RG charge but that is a straight up offer not tied to equipment return.

Customer Care is next step if normal chat or 800 number is not resolving your issue.

Per BeeBeeSA I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the flashing envelope at the top right of the page for your response from a team member.

They can test your line and take the appropiate measures to correct any issues they find.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Credit for returned 2Wire unit

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Nov 4, 2013 7:30:15 AM
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Hello sstolorow, welcome to the Forum!

 

Sorry for the issue with a credit that was promised to you. Like my thoughts suggested, please send us a private message by clicking here: ATTU-verseCare. One of our specialists will contact you within 2 business days to assist.

 

Let me know if you have any questions.

 

Thanks,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello sstolorow, welcome to the Forum!

 

Sorry for the issue with a credit that was promised to you. Like my thoughts suggested, please send us a private message by clicking here: ATTU-verseCare. One of our specialists will contact you within 2 business days to assist.

 

Let me know if you have any questions.

 

Thanks,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Credit for returned 2Wire unit

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Nov 5, 2013 11:35:23 AM
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Community Support

Hello sstolorow,

 

We're sorry about any misunderstanding during your conversation with our AT&T representative. We have received your private message and look forward to helping you resolve your issue.

 

SadathCS
ATTU-verseCare

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hello sstolorow,

 

We're sorry about any misunderstanding during your conversation with our AT&T representative. We have received your private message and look forward to helping you resolve your issue.

 

SadathCS
ATTU-verseCare

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Credit for returned 2Wire unit

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