09-24-2013 5:55 PM
My Motorola Atrix HD started having battery problems. I called AT&T Customer Service. Replacement phone was shipped to me by overnight delivery. OK....great....so far.
It was Saturday morning when I dropped the return unit, in the box provided, at our local USPS office as suggested by the customer service fellow who took my original call. Packed in the box with the replacement phone was a document with a URL to go to and a tracking number for the return shipment. Now it is late Tuesday and I went to the Newgistics web site (URL provided on the AT&T document) and plugged in the tracking number. Now if this was UPS or FED X.....the response would have been instant with reports on every time the package changed hands or passed a checkpoint. But the response to the tracking number for my package resulted in a complete blank.....the Newgistics system knew nothing about it....not the shipping date....not the destination.....ZERO. I called AT&T Customer service and the guy who answered also ran a check. He got the same results. All I could think about was the $390 I was told it would cost me if AT&T did not get that defective phone back.
Since I am a rather careful individual who has lived his life with a little black cloud hanging over my head I nearly always try to anticipate problems and I try to CMA. In this case I had demanded and received a receipt from the post office when I delivered the return phone for shipment. And....that receipt had a Label number on it. I used it in the USPS tracking system to find out where my package was and I'll continue to follow it all the way through final delivery.
What's the point of my posting this? Just a tip. ALWAYS demand a receipt or other document to prove to AT&T that you did deliver the return item to the shipping agent....whether it be the USPS or Fed X or UPS. AND hang onto that receipt until you KNOW that returned unit has reached its destination and is in AT&T's possession. Take it or leave it.
Oh.....and AT&T should be more careful what kind of operations they farm their shipping jobs out to.
09-24-2013 6:52 PM
Good thinking and VERY good advice, hpmsrm!! ...I read another post somewhere on here where another customer had some complaints about not being able to track their return.
Thanks for posting this!!!
~ REGRET NOTHING~
~ we live & learn~
09-29-2013 9:02 PM - edited 09-29-2013 9:03 PM
As a resolution to this situation......I did discover that I could easily track my return shipment via the USPS web site. But never was able to do so on the site of the company that handles the returns for AT&T.
I received an E-mail from AT&T a couple of days ago informing me that they had received my returned, defective phone. The replacement phone is performing well. I unplugged it from the charger when I got up at 6:30 AM this morning and it is now 11:00 PM. There is still 91% battery capacity available. Haven't had any calls today nor used it for E-mail. Been watching football.
09-30-2013 4:26 AM
~ REGRET NOTHING~
~ we live & learn~
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