02-22-2011 6:24 PM - edited 02-22-2011 6:26 PM
I am surprised at the number (Let me not say Frequency lest I trouble a statistical bot who did claim that we are a very small percentage and as such not a corporate concern) of people with the same story. This is probably my last update on this chain so I am going to summarize
1) Mailed replacement phone on 11/18/2010
2) Contacted ATT on a bi-weekly basis from Dec 2010 through the beginning of Feb
3) Postal service confirmed that my phone was sent but unable to track it because the tracking number used on the package is meaningless to USPS
4) ATT promises me that if I did actually mail the phone there is no liability on my part. ATT charges me ~$450 for a refurb 9700 without a battery or back cover within the same billing cycle
5) ATT is convinced (I could hear the agent talk to her sup who barely spoke English) that I did actually mailed my phone but says "Sorry can't help you I am unable to issue a manual credit". Our systems suck your problem
6) No update ATT refuses to credit me the $450
02-22-2011 6:48 PM
i think, you better to get in touch AT&T thru BBB.ORG (Best Business Bureau)
09-27-2011 5:35 PM
I have the same problem. I dropped off a iPAD return at the USPS post office. I saved a copy of the return label. It's been 4 months and the return still hasn't been received. The whole problem started because AT&T failed to properly package my iPAD with an ipad charger, I got an iphone charger instead. Their solution was too ship a whole new iPAD rather than just the charger. I subsequently packaged the replacement iPAD andI followed AT&T's return instructions as described and dropped the return off at the post office. I kept tracking proof. Unfortunately, the package doesn't show up in any system (Newgistics and USPS). I filed a BBB complaint and spoke to Gina Cain. She was extremely rude and didn't address my complaint. She simply kept stating "No credits will be issued to the account." I don't know what else to do.
09-30-2011 7:21 AM
Will you please send me a private message with your name/email address, account information, phone number and the best time to contact you? I'll have someone contact you to figure out what's going on.
10-05-2011 1:10 PM
To follow-up, I appreciated AT&T prompt response on the message board. They ended up forwarding all the information back to the same person at the President's Office who gave me the same response. Nothing new came out of this posting or the Direct Message.
11-02-2011 7:34 PM
Add me to the list of customers who are trying to return a phone using using AT&T's 3rd party vendor Newgistics. The replacement phone was shipped from AT&T via FedEx. While this option costs more it also comes with a tracking number that AT&T could use to track the package. On the return side the label provided by AT&T had was I thought was a tracking number but in fact it is more of a delivery number. I can go to a website, www.tracking.smartlabel.com, and enter the "tracking number" but until the package is delivered to Newgistics (the reason I call this number a delivery number) it will not show up on this website. So there is no way to track the return until Newgistics receives it and enters the tracking number into their system. I am only 5 or 6 days into this Black hole" of this return process.
My suggestion for process improvement is for AT&T to step up and provide a legitimate tracking number (meaning shipping via FedEx, UPS, USPS - picked these 3 as they seem to be be the most logical) so that the return can be tracked throughout the return shipping process not just when it hopefully gets to the final destination (and the vendor has to input the tracking number into their system). If I had known at the time that the "tracking Number" provided was actually a tracking number I would have gladly paid USPS an additional fee to get a USPS tracking number on the package so that I could truely track the package.
I will update my post as this process unfolds.
11-02-2011 7:53 PM
I did hand my return to a USPS employee (over the counter in their building). But from what I just read if I had purchased their Delivery Confirmation service that could have caused problems with the original mailing label generated by AT&T. So we are back to the same issue. Until the package arrives at the 3rd party vendor location, in my case Newgistics, and they enter/scan the tracking number then I have no way of knowing if the package ever left the post office, it was lost in transit, or something happened at Newgistics. Does anybody at AT&T see what is wrong with that scenario?
The obvious solution would be for AT&T to work out a deal with FedEX, UPS or USPS to handle all returns for a set fee. AT&T could pass this return shipping cost to the phone manufacturer. Other retailer/vendor relationships are handled this way. Makes for a much happier customer base.
11-03-2011 2:01 PM
Very surprisingly, actually shockingly, AT&T contacted me this week and offered a resolution that I considered to be appropriate and fair.
The 6 month saga has come to an end. I'm grateful to many of the customer service representatives who responded to my issue. While I have lost a significant amount of time, I'm glad it has been resolved. I encourage anyone who finds themselves in a similar position to remain persistent and to pursue alternative avenues if the initial AT&T resolution is not satisfactory.
11-03-2011 5:38 PM
If you don't mind sharing what was the resolution you got from AT&T?
11-17-2011 8:19 AM
I have the same issue with ATT return label shipping.
I ordered a HTC phone and got a return label to return it on on sep 9 2011. I dropped the package the same day at a USPS facility and to date ATT says they have not recieved the phone yet. when i track the package on USPS it says the item was picked up by a shipping agent but smartlabel still says not recieved
Whats even worse is i have ordered a replacement phone on the same day sep 9th 2011 for which i got an email after a week saying the replacement was on backorder and eventually after 30 days my order got cancelled. No one even intimated me that the order was cancelled.
So all these days i have been using some phone that i have essentially paying ATT for phone that i dont even have.
When i called the ATT rep opened a case and told they will investigate into it..Clearly ATT has a problem with their shipping company.
12-13-2011 11:30 AM
05-01-2012 10:37 AM
Creating new post as existing thread is old.