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Posted Mar 17, 2014
9:00:55 AM
Complaint: Urgent, resolution needed regarding equipment returns

Queue fuzzy screen, back in 2009 I had to cancel my Uverse services due to being laid off.

I returned the equipment and never heard or received anything further from AT&T or Uverse.

 

In October of 2013, I attempted to restart services and found that Uverse is claiming that I never returned any of the equipment.  Nice of them to let me know that they had issues over 4 years later.

 

Being the awesome file keeper that my wife is, we still have the UPS store receipt from the return of the equipment as well as the AT&T U-verse CPE return receipt.  Both of these documents list all of my returned equipment, returned on 5/12/2009 at 12:13PM.  This is proof that I turned over possession of all of the required equipment back to AT&T using their required UPS account/packaging/label etc.

 

Being that the tracking number is over 8 months old, information about the delivery of the items are no longer available in UPS's system.  I have placed dozens of calls, countless hours of transfers and hold times, over 6 trouble tickets, as well as a customer complaint and have not once had this resolved.  I was promised by several different people in accounting, customer service and tech support that I would not only receive a call back but that they would guarantee that this issue would be resolved.  To this date, no call back and no resolution.

 

Information that may be relevant in resolving my issue:

Acct number 102925198

OMS Order number 32425365

UPS tracking number 1ZR3994A0345377837

UPS store 2836

 

Even though I have placed numerous trouble tickets on my account through every department I could, I still cannot get through to any member of management that can resolve this issue.

 

Do not get me wrong, I loved the services while I had them which is why I am trying so hard to resume services.  I currently use Direct TV for television and CLEAR for internet.  I still have all of my family cell phones through AT&T.  On a side note, I also pay tens of thousands of dollars a month on T1, land line and company cell phone services every month through AT&T.  I am the main decision maker for vendors and services for the company that I work for.

Queue fuzzy screen, back in 2009 I had to cancel my Uverse services due to being laid off.

I returned the equipment and never heard or received anything further from AT&T or Uverse.

 

In October of 2013, I attempted to restart services and found that Uverse is claiming that I never returned any of the equipment.  Nice of them to let me know that they had issues over 4 years later.

 

Being the awesome file keeper that my wife is, we still have the UPS store receipt from the return of the equipment as well as the AT&T U-verse CPE return receipt.  Both of these documents list all of my returned equipment, returned on 5/12/2009 at 12:13PM.  This is proof that I turned over possession of all of the required equipment back to AT&T using their required UPS account/packaging/label etc.

 

Being that the tracking number is over 8 months old, information about the delivery of the items are no longer available in UPS's system.  I have placed dozens of calls, countless hours of transfers and hold times, over 6 trouble tickets, as well as a customer complaint and have not once had this resolved.  I was promised by several different people in accounting, customer service and tech support that I would not only receive a call back but that they would guarantee that this issue would be resolved.  To this date, no call back and no resolution.

 

Information that may be relevant in resolving my issue:

Acct number 102925198

OMS Order number 32425365

UPS tracking number 1ZR3994A0345377837

UPS store 2836

 

Even though I have placed numerous trouble tickets on my account through every department I could, I still cannot get through to any member of management that can resolve this issue.

 

Do not get me wrong, I loved the services while I had them which is why I am trying so hard to resume services.  I currently use Direct TV for television and CLEAR for internet.  I still have all of my family cell phones through AT&T.  On a side note, I also pay tens of thousands of dollars a month on T1, land line and company cell phone services every month through AT&T.  I am the main decision maker for vendors and services for the company that I work for.

Complaint: Urgent, resolution needed regarding equipment returns

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Mar 17, 2014 10:24:57 AM
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Hello, rprewitt!

 

Thanks for posting. I'm so sorry to hear about the issues with your returned equipment. We'd be happy to look into this for you, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana


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, rprewitt!

 

Thanks for posting. I'm so sorry to hear about the issues with your returned equipment. We'd be happy to look into this for you, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana


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.

Re: Complaint: Urgent, resolution needed regarding equipment returns

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Mar 17, 2014 12:44:14 PM
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I just received an email saying that this has been resolved and I should see the balance removed within 48 hours.

 

You just accomplished in one day what I have been painstakingly trying to do for months.

 

For now on, I'll be using this avenue for complicated issues.

 

Thank you

 

I just received an email saying that this has been resolved and I should see the balance removed within 48 hours.

 

You just accomplished in one day what I have been painstakingly trying to do for months.

 

For now on, I'll be using this avenue for complicated issues.

 

Thank you

 

Re: Complaint: Urgent, resolution needed regarding equipment returns

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Jul 22, 2014 1:39:35 PM
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Edited by cathy2981 on Jul 22, 2014 at 2:03:14 PM

I have been dealing with the SAME EXACT problem. I returned my Uverse equipment via the shipping labels and return instructions in April 2011. Now years later I meet with a finical planner to find a account in collections that shows I never returned the equipment. This is absurd as I followed your instructions to the tee.
I am praying for some assistance as being on the phone for over 4 hours today and transferred all over the company has gotten me no where.

Here is some information, I'm hoping can help.
Ref # [edited for privacy – please do not post personal information]


I also have the AT&T equipment return letter that has all of the serial numbers of the products I sent back. After being directed to UPS , I am having the same issues as they can not track packages that are this old. SOME ONE PLEASE HELP.

I have been dealing with the SAME EXACT problem. I returned my Uverse equipment via the shipping labels and return instructions in April 2011. Now years later I meet with a finical planner to find a account in collections that shows I never returned the equipment. This is absurd as I followed your instructions to the tee.
I am praying for some assistance as being on the phone for over 4 hours today and transferred all over the company has gotten me no where.

Here is some information, I'm hoping can help.
Ref # [edited for privacy – please do not post personal information]


I also have the AT&T equipment return letter that has all of the serial numbers of the products I sent back. After being directed to UPS , I am having the same issues as they can not track packages that are this old. SOME ONE PLEASE HELP.

Re: Complaint: Urgent, resolution needed regarding equipment returns

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Jul 23, 2014 7:15:17 AM
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Edited by ATTDmitriyCM on Jul 23, 2014 at 7:22:59 AM

 

Hello MaMOORE,

 

Thank you for sending us a private message, please let us know if you have any other questions.

 

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 MaMOORE,

 

Thank you for sending us a private message, please let us know if you have any other questions.

 

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: Complaint: Urgent, resolution needed regarding equipment returns

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