AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be charged $390

Contributor

AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be charged $390

[ Edited ]

Hello everyone. I just got into the same situation. So there is a huge possibility I will be sent a bill for the lost return. Judging from this thread looks like noone has been able to resolve the problem and it is pretty much pointless to argue with these guys.

 

If and when I will get charged for the lost phone I will not under any circumstances pay this amount. So my question is: Will I be able to continue using AT&T service and my data plan and most importantly how will it affect my account  upgrades in the future with this outstanding amount.

 

I'd really hate to terminate AT&T contract ( I have 4 lines, mine is a smartphone) But if AT&T will limit my upgrade eligibility and or my data use or anything on my account I will be forced to terminate the contract. If that happens I'm not  going to pay the termination fee either and I don't really care about the consequences of such action. So this is not an issue for me.

 

Thank you.

 

Edit:

I see my post has been moved to another/new thread

So to make a lost story short: mailed a defective unit back to ATT and it got lost in the mail. Not able to track it on newgistic at all.

AT&T says will charge $390 for the lost return device.

 <new post created, subject edited>

Message 1 of 137 (52,833 Views)
Former Community Manager

Re: AT&T Phone Replacement

Hi there - 

 

Sorry that you've having a problem with your phone replacement. 

 

Can you give me a bit more detail? When did you send your phone in? Do you have the tracking information?

 

I'd be happy to get you in touch with a member of my team so we can make sure this process goes properly. 

 

If you will please send me a private message with your name, account number, phone number and the best time to contact you; I will set that up. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

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Message 2 of 137 (50,183 Views)
Contributor

Re: AT&T Phone Replacement

Hi, I've had the same problem in the past: I send the defective device in the provided packaging, and it never makes it to AT&T. When this happened the first time, over a 2-month period, I spent over 12 hours on the phone with CSRs trying to get a resolution. They finally agreed to give me credits that offset the $500 charge on my account. This was despite me telling them that the device is no longer in my posession, and that I wouldn't benefit from selling a broken device. Even if I did sell it (say for $100), why would I put myself in a position to owe $400???

 

Here's the real kicker: I think I'm about to have this problem again! I recently just sent another defective device, but this time, I took a picture of the device in the box, the box being sealed, the RMA label on the outside, and (get this) a picture of me handing it to the USPS employee. What's unbelievable is that I just put in the tracking number in the system, and it's saying it's not even recognized! Please help me before this becomes a saga like last time. 

Message 3 of 137 (50,109 Views)
Former Community Manager

Re: AT&T Phone Replacement

I'm sorry that you've had difficulty with the return process. 

 

How long ago did you ship the device? It can take several days for USPS to update their tracking system to reflect the status of the shipment and until they do that it appears that the tracking number is not active. 

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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 here.

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.
Message 4 of 137 (50,109 Views)
Contributor

Re: AT&T Phone Replacement

[ Edited ]

I really don't know what to do at this point i have mailed a defective unit back to ATT and it got lost in the mail. Not able to track it i opened a case with usps today

 

AT&T already charged me  $490!!! for the lost return device since i am on autopay, but i did returned the defective phone!!! , i have been a consumer for over 5 years and never had any issue, not $490 is a lot to take concidering i have returned the phone and gave it to the hand of the mailman... 

 

Please help if any one can!!

 

Thanks 

 

Message 5 of 137 (50,103 Views)
Former Community Manager

Re: AT&T Phone Replacement

Opening a case with USPS was a good move. Do you have the tracking number and reciept noting that you shipped it back?

 

Please send me a private message with your name, account number, any details you have regarding shipping the phone, your phone number and the best time to contact you. 





To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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 here.

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.
Message 6 of 137 (50,101 Views)
Former Community Manager

Re: AT&T Phone Replacement

Thanks for the PM - got it and replied. Smiley Happy

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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 here.

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.
Message 7 of 137 (50,096 Views)
Contributor

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

I just got the dreaded "we have not recieved your defective phone" email today, and hope that I will not be going through what everyone else has been. I sent my device last Wed. so it should theoretically be recieved by now. I'm not sure what to do if I do get charged for it, since the account has been transferred over to my former company and I have already left the company. 

Message 8 of 137 (49,390 Views)
Expert

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

have you tried to track the package that you sent back to AT&T with the tracking number that was assigned when you put it in the mail.
Message 9 of 137 (49,392 Views)
Highlighted
Contributor

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

[ Edited ]

I have the same problem as everyone else on this thread.  I sent my phone back to AT&T in JULY and spent hours on the phone with them about it that month. They told me not to worry until it showed up on my bill and it finally did in October. I talked to someone in the Resolutions department on Friday, Nov. 9th, they said they were going to have the warehouse track the phone using the IMEI number and would call me back on Wednesday, Nov. 14th.  I called AT&T on Friday, Nov. 16th because i never received a call.  The CSR told me they had called multiple times (but I have no missed calls or voicemails). Fine, she put in a request for them to call me on Monday, Nov. 19th.  I waited ALL DAY, no call. So, i call back today, wait 10 minutes for a rep, and she tells me she can't help me and transfers me to the insurance dept, which then put me in a loop and brought me back to the AT&T main menu where I had to wait another 7 minutes for another CSR. I get transferred again and the guy on the line tells me that he isn't saying I didn't return the phone, but they haven't received it. So, the best he can do is waive half the fee for the phone. I told him no.  I am not paying a dime for a phone I already returned them. He asks if he can go talk to his Manager about it, I said sure and he put me on hold.  And wouldn't you know, after waiting on hold again I got hung up on! Total time spent on the phone with AT&T today: 72 minutes 34 seconds, and still no resolution. 

Has anyone gone through binding arbitration? I have two people who were with me when I handed the phone to the USPS worker and can testify that it was dropped off.

On a strange note, I got a voicemail from Joanne <edit> with AT&T Mobility saying she was doing a follow-up in regards to me wanting to know why they were calling me so many times. They haven't been calling me, I have been calling them.

Message 10 of 137 (48,841 Views)
Voyager

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

[ Edited ]

i absolutely think SmartLabel is at fault here. 

 

I actually found this forum by searching for "SmartLabel can't track" on google and ended up here (i'm a AT&T customer nevertheless)

 

I used their service to return an item from a different company (ArmaniExchange) and even though USPS tracking shows "shipment picked up by agent" from 12th, SmartLabel tracking still shows nothing!

 

At least one guy on a different thread stated his return showed up "2 months" later on SmartLabel tracking!

 

I guess SmartLabel is a company specializing in returns ... but can they be trusted?

 

i guess i'll wait it out for now... 

 

[Edited to comply with Guidelines]

Message 11 of 137 (48,356 Views)
Contributor

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

I wouldn't hold your breath. They still haven"t "found" mine and it was shipped in July! I ended up paying my $370, ditching my smart phone, and decreasing my plan to the lowest i can until my contract ends.  At that point i will be porting my phone number to another carrier and using my smart phone again.  10 years i have been with AT&T (since they were Cingular), and i guarantee that this will be my last.

Message 12 of 137 (48,319 Views)
Contributor

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

I just got the call saying they did not receive my defective phone which I sent out on Dec 22nd. I just sent it normal mail and do not have any tracking. Anybody know the shipphing address so I can follow-up with the post office. I just put in the box put the return label on it and sent it and did not keep the shipping address. I admit I a stupid but this happens to too many people. I never had missing mail before. They should at least remind us to send it priority or with tracking info. I for some studpid reason believe that this return shipping label had some kind of priority or protection with the post office. I guess not. But again, something is not right because the same thing happens to too many people.

Message 13 of 137 (47,917 Views)
Former Community Manager

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

I'm sorry to hear that. 

 

If you'll send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you; a member of my team will give you a call and see what we can do. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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 here.

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.
Message 14 of 137 (47,869 Views)
Contributor

Re: AT&T Phone Replacement, defective unit return lost in the mail. AT&T reps say I will be

Hello. I have a similar story. I returned my defective device on December 31. I pulled up to a mailbox and watched my wife put the return box into the mail. I checked my tracking number and it is not showing in the system, and I have already received one text message and one email message reminder that my return has not been received. I have been a customer for over 17 years. Can you please advise me on what to do?  The last thing I want to do is spend hours on defend phone. 

 

Thank you. 

Message 15 of 137 (47,808 Views)
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