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 (52,895 Views)
Tutor

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

I seem to have gotten lucky. I just checked newgistics.com and it had updated shipping info. Its only in IN for having.shipped on 3/6 from OH and needed to make it to TX by 3/14.
Message 46 of 137 (5,424 Views)
Contributor

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

Add me to the list of returned phones not received with a charge for the phone on my account now.

 

PM sent.

Message 47 of 137 (5,372 Views)
Contributor

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

Already contacted and taken care of, thank you.  Disappointed I had to go through this, but appreciate the quick response.

Message 48 of 137 (5,371 Views)
Highlighted
Contributor

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

I think this thread has gotten me more concerned than I was already.  I sent my broken phone out on April 1st and got a text from AT&T on the 4th that they haven't received it.  I have been checking on the tracking daily and it just says the same thing each time...that there is no information on that tracking number.  How much longer should I wait before contacting someone and what can I do to make sure I do not get charged?!

Message 49 of 137 (5,261 Views)
Guru

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

I would call att today and let them know what is going on.
Message 50 of 137 (5,256 Views)
Former Community Manager

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


aamt wrote:

I think this thread has gotten me more concerned than I was already.  I sent my broken phone out on April 1st and got a text from AT&T on the 4th that they haven't received it.  I have been checking on the tracking daily and it just says the same thing each time...that there is no information on that tracking number.  How much longer should I wait before contacting someone and what can I do to make sure I do not get charged?!


Remember that it does take some time to ship and it won't update over the weekend. 

 

You're welcome to send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you. Please include the tracking number as well. 




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 51 of 137 (5,231 Views)

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

[ Edited ]

The fact that AT&T continues to use this service despite so many complaints should be good enough indication to anyone who cares to notice that AT&T doesn't care the least about its customers. Don't mind what the naysayers (AT&T employees, of course) say on here that these occurences are few and far between. Google is your friend. In fact, this kind of behavior is borderline dubious. 

 

I promptly returned my defective device on February 4th, a few days after receiving my replacement. Between then and March 15, when AT&T finally received it, I called the warranty Department at least 10 times. 

 

Today, I received my bill (howbeit, the last one ever from AT&T; I gladly paid the early termination fee and moved over to Verizon) and lo and behold, a $429 charge stating I never returned the device. I've spent the last hour and half on the phone trying to get this sorted out. In fact, one of the ladies I spoke to had the nerve to tell me that even though I had returned the phone, I was still going to be charged $429 because I didn't return it within the 14-day period. 

 

Perhaps the moderators on here will deem this message too true to be posted, but so be it. I will never use anything AT&T again - not me, not anyone in my immediate family, and I will steer as much people I can away from AT&T. 

Message 52 of 137 (5,182 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 you've had such a difficult time and that you didn't get great support. 

 

Will you please send a private message to ATTCustomerCare with your name, account number, email address, 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 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 53 of 137 (5,145 Views)
Voyager

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

I guess i'm next on the lost return fiasco, sent a PM already but still no response =/
Message 54 of 137 (4,946 Views)
Community Support

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

Hi samtruong,

 

Just wanted to check in and let you know that we did receive your private message. Sorry for the delay, we have a high volume of private messages today. One of our managers will be reaching out to you soon.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

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.

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Message 55 of 137 (4,929 Views)
Voyager

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

Same thing has happenend to me returned my device under warranty my next bill was 922 dollars! I spent three houes on the phone with att which nothing was resolved and nothing helpful came out of it theu demand I pay this mind you this is almost my rent  for a device I returned have a recipet for and was given a tracking number att claims there is nothing they could possibly do for me  its so downing becauae we always pay our bill on time never been late and this happens. How am I to afford this. For something I do not have. I sent it in the mail with the pre paid label followed all instructions and this happens. I dont know what to do. 

Message 56 of 137 (4,819 Views)
Voyager

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

I'm shipping mine tomorrow out. I looked at the rates for UPS and FedEx but they cost so much money. So since many people claim they don't give you a recipe, ill purchase Certified Mail so then I will have some kind of proof I shipped it.
Message 57 of 137 (4,789 Views)
Voyager

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

Oh man... count me in on this boat.  After receiving my replacement phone last week, I dropped my old phone with the label attached at the local USPS Post Office within my zip code.  Although I don't have a receipt, I did snap a picture of the label so that I have all the tracking information (in addition to the packing slip that came with the RMA).

 

Apparently these SmartLabel returns have two barcodes. One is USPS's label and the other is the Newgistics/Smartlabel barcode.

 

When I track the USPS label, it shows:

Picked Up by Shipping Agent

July 6, 2013, 12:53 pm

NASHVILLE, TN 37211 

 

But when I go to Newgistic's tracking site and enter in my Newgistics Tracking #, it says:

No tracking information found for the following tracking value: <Tracking Number>

 

I know it's only been about 5 days but because of all the bad experiences from people in the past, I'm beginning to worry.

 

I'm laughing at the following section from Newgistics' page:

If you've ever used a Newgistics SmartLabel, you know they improve the returns process for consumers. But you might not know all the ways these return shipping labels help you increase customer satisfaction and retention—and even your efficiency.

 

This return process is NOT IMPROVED. It's not EFFICIENT. It doesn't increase CUSTOMER SATISIFACTION. This is a joke.  I would gladly drive my a$$ to UPS or FedEx and even go as far as to say that I would pay for the returns myself to have a reliable shipper/tracking.

 

Anyway, I've liked my first few months w/ AT&T. I just am praying/hoping/wishing that my phone gets returned in a timely manner. It doesn't look like it's going to be that way because Newgistics/AT&T says that there is no "scan"/information based on that tracking number (despite me having a picture of it).

 

 

Message 58 of 137 (4,687 Views)

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

[ Edited ]

Faluzure, Good luck - you'd need a lot of it. Even after tracking showed my phone was received, AT&T still charged me. It was a royal pain to get it resolved. Anticipate countless hours of phone calls and customer service reps that have no clue what they're talking about. Sometimes I wonder if they read their standard answers off a scipt or something. 

Message 59 of 137 (4,668 Views)

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

Eurorales087, you should probably file a claim with your Attorney General and with the Better Business Bureau if no one at AT&T can help you.

Message 60 of 137 (4,659 Views)
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