Ask a question
Search in U-verse Forums

U-verse Forums

Reply
Posted Nov 20, 2013
4:19:45 PM
View profile
refund owed

I had a problem in August with my router and contacted AT&T for assistance the tech that spoke with me suggested that I needed a replacement router.  He told me that when the new one arrived to place the old one in the box and bring it to UPS and give them a numeric code and it would be shipped back at AT&T's expense.  I would see a charge for the new router on my bill but as soon as the old router was returned I would have a credit. 

 

The new router came and the old router was taken to UPS where they scanned the serial number took the code, printed a label and sent it off to AT&T.  Wow that was easy....NOPE!  I had a charge on my September bill and called to inquire about my refund.  They told me the router was never received.  WRONG!!! I have a tracking number that shows proof of delivery on September 4, 2013 at 10:25 A.M. at the dock in South Bend, IN and signed for by Debbie Martin.  I was then told it would be investigated and was given a ticket number 266201.  I never heard anything back.  My October bill came and still no refund. I called again and was told that my router was not received and when investigated they did not find it.

 

I told the agent that I don't care that AT&T lost the router I did what I was instructed to do and have proof of delivery therefore I was owe a refund.  She told me her supervisor would call me in 24 hours with a response after an investigation.  Now a week later no one called me.  I have had nothing but trouble with the customer service at AT&T and would not recommend them.  If I do not get my refund on the next statement I will shop for a new service and share my story with everyone I know.  This unacceptable and from the comments on the forum I see that poor customer service is a standard operating procedure.  I guess you have more business than you need.  I would appreciate an immediate remedy.

I had a problem in August with my router and contacted AT&T for assistance the tech that spoke with me suggested that I needed a replacement router.  He told me that when the new one arrived to place the old one in the box and bring it to UPS and give them a numeric code and it would be shipped back at AT&T's expense.  I would see a charge for the new router on my bill but as soon as the old router was returned I would have a credit. 

 

The new router came and the old router was taken to UPS where they scanned the serial number took the code, printed a label and sent it off to AT&T.  Wow that was easy....NOPE!  I had a charge on my September bill and called to inquire about my refund.  They told me the router was never received.  WRONG!!! I have a tracking number that shows proof of delivery on September 4, 2013 at 10:25 A.M. at the dock in South Bend, IN and signed for by Debbie Martin.  I was then told it would be investigated and was given a ticket number 266201.  I never heard anything back.  My October bill came and still no refund. I called again and was told that my router was not received and when investigated they did not find it.

 

I told the agent that I don't care that AT&T lost the router I did what I was instructed to do and have proof of delivery therefore I was owe a refund.  She told me her supervisor would call me in 24 hours with a response after an investigation.  Now a week later no one called me.  I have had nothing but trouble with the customer service at AT&T and would not recommend them.  If I do not get my refund on the next statement I will shop for a new service and share my story with everyone I know.  This unacceptable and from the comments on the forum I see that poor customer service is a standard operating procedure.  I guess you have more business than you need.  I would appreciate an immediate remedy.

refund owed

432 views
5 replies
(0) Me too
(0) Me too
Reply
View all replies
(5)
Highlighted
0
(0)
  • Rate this reply
View profile
Nov 21, 2013 6:59:53 AM
0
(0)
ACE - Guru

     I would recommend that you send a Private Message to Community SupportATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM(Blue envelope top right of screen) between the hours of 7am-10pm CST Monday - Friday, should hear back within 2 to 3 business days.

.

     I would recommend that you send a Private Message to Community SupportATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM(Blue envelope top right of screen) between the hours of 7am-10pm CST Monday - Friday, should hear back within 2 to 3 business days.

.

*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.

Re: refund owed

2 of 6 (392 Views)
0
(0)
  • Rate this reply
View profile
Nov 21, 2013 2:36:01 PM
0
(0)
Community Manager

Hello chicagocowgirl,

 

Please follow Jeffster's advice and send a message to out social media care team (link is in his post above). One of our specialists will contact you within 2 business days to help!

 

Let me know if you have any questions.

 

Thank you,

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 chicagocowgirl,

 

Please follow Jeffster's advice and send a message to out social media care team (link is in his post above). One of our specialists will contact you within 2 business days to help!

 

Let me know if you have any questions.

 

Thank you,

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: refund owed

3 of 6 (359 Views)
0
(0)
  • Rate this reply
View profile
Nov 27, 2013 7:19:25 PM
0
(0)
Contributor

I did follow the advice and here is what I got and yet NO ONE contacted me as of today.  Your service is disgusting!

 

Re: Refund Owed for Router Returned
Sent: ‎11-25-2013 08:44:24 AM
 

Hi Rhonda,

 

One of our managers will be reaching out to you today to look into the issue with your returned router.

 

Thanks,

 

Nicole K.

AT&T Social Media Manager

I did follow the advice and here is what I got and yet NO ONE contacted me as of today.  Your service is disgusting!

 

Re: Refund Owed for Router Returned
Sent: ‎11-25-2013 08:44:24 AM
 

Hi Rhonda,

 

One of our managers will be reaching out to you today to look into the issue with your returned router.

 

Thanks,

 

Nicole K.

AT&T Social Media Manager

Re: refund owed

4 of 6 (273 Views)
0
(0)
  • Rate this reply
View profile
Nov 27, 2013 7:49:35 PM
0
(0)
ACE - Expert

It is highly unusual for the Social Media Managers to drop the ball like that.  Unforunately, with the late hour and Thanksgiving being tomorrow, you're not likely to get any more action today or tomorrow.  I will shake some bushes and hopefully get you someone to look at this for you.

 

 

 

It is highly unusual for the Social Media Managers to drop the ball like that.  Unforunately, with the late hour and Thanksgiving being tomorrow, you're not likely to get any more action today or tomorrow.  I will shake some bushes and hopefully get you someone to look at this for you.

 

 

 

*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.

Re: refund owed

5 of 6 (270 Views)
0
(0)
  • Rate this reply
View profile
Nov 29, 2013 6:34:09 AM
0
(0)
Community Manager

Hello @chicagocowgirl 

 

I apologize for any issues while getting in contact with our team. I looked up your case and I see that one of our managers sent you an email on Monday asking for some information, it was sent to an email address listed in your profile here. Can you please look for it (it might be in your spam folder) and reply? In any case, we'll go ahead and try to contact you by phone today.

 

Thank you for your patience,

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 @chicagocowgirl 

 

I apologize for any issues while getting in contact with our team. I looked up your case and I see that one of our managers sent you an email on Monday asking for some information, it was sent to an email address listed in your profile here. Can you please look for it (it might be in your spam folder) and reply? In any case, we'll go ahead and try to contact you by phone today.

 

Thank you for your patience,

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: refund owed

6 of 6 (242 Views)
Advanced
You must be signed in to add attachments
Share this post
Share this post