Tutor
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5 Messages
Newgistics lost my AT&T phone return
On December 27, 2016, I called AT&T and spoke to an agent. I told him that I had to return a phone because it didn't work with my hearing aid. I was told to return the phone using the original packing materials and USPS return label.
On December 29, 2016, I returned an ATT phone using the USPS label provided with the original order. I tracked the return on USPS. After a week of no status change, I checked USPS again and found a status of "Tendered to Returns Agent." The shipping partner was newgistics.
On January 5, 2017, I went to the newgistics website and entered my tracking number. The Reference Number was "Unknown," the Status was "In Transit," and the Destination was "N/A."
Like other AT&T customers who have had problems with newgistics, I am stuck as well. I need help and don't know what to do. Can someone with AT&T advise me?
Gary L
ACE - Expert
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16.5K Messages
7 years ago
@JenniferSEATAC You have the receipt from when you dropped off the phone at the post office?
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JenniferSEATAC
Tutor
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5 Messages
7 years ago
I have the tracking number provided on the AT&T USPS label and a photocopy of the USPS label. The post office does not provide a receipt when you mail a package using a USPS label.
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JenniferSEATAC
Tutor
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5 Messages
7 years ago
(edited)
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Gary L
ACE - Expert
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16.5K Messages
7 years ago
The half-dozen post offices I frequent provide me with a reciept when using a label. It's the whole reason I take orders inside, so that I have the reciept to show that I passed the responsibility on to the next person in the delivery chain.
They have even given me a receipt when using a newgistics "smartlabel" for AT&T.
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JenniferSEATAC
Tutor
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5 Messages
7 years ago
ACE,
I do have proof that I mailed the package at the USPS office. I just don't have a handwritten receipt.
If you go online to USPS.com and enter the USPS number, the status shows when the package was "Accepted" at the Redmond office and then handed off to newgistics ("Tendered to Return Agent).
I also have proof that newgistics received the package as the USPS tracking number appears on the Track a Package page of their website. The status lists the tracking number, but the rest of the information is a dead end. There is no reference number, status, destination, or estimated delivery information. These fields are blank. There is no one to call, no chat, or no customer service at this site.
By private email, I can provide the tracking number and links so you can look at this information for yourself.
Will you be able to help me? Do you have any advice? I would like to get reimbursed for the very expensive phone. I don't know what else to do.
Thanks, JenniferSEATAC
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Gary L
ACE - Expert
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16.5K Messages
7 years ago
@JenniferSEATAC I only asked if you had a receipt and you said "post office does not provide a receipt when you mail a package using a USPS label" which does not match my many experiences with the post office or with my return experience with AT&T.
Also, it wouldn't be a handwritten receipt, it'd be printed by the computer.
Just to double-check, this is the site you are using? http://www.tracking.smartlabel.com
I'm not sure that you have a problem yet.
You mailed it less than a week ago over a holiday weekend.
You haven't mentioned any issues other than the tracking info hasn't made it to the other end.
You haven't said they are charging you or saying you haven't returned it.
It's hard to dispute something that doesn't appear to be an issue yet.
Keep paper copies of the tracking info. (Not sure how long it'll stay on the site).
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mamaw9
Teacher
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13 Messages
7 years ago
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Gary L
ACE - Expert
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16.5K Messages
7 years ago
I'd never return something to the store without getting a reciept (unless they handed me cash!), there is no way I'm handing a package with piece of valuable electronics in it without a receipt.
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mamaw9
Teacher
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13 Messages
7 years ago
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content50
Tutor
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8 Messages
7 years ago
.... Hi, I'm with AT&T for long 26 years ( at least 10 years to long) . Just recently I have same problem . On Jan 4/2017 I return a phone to AT&T . Following their instruction ,I attached the pre-paid label ( send by the company ) and drop the box in the post office . Somehow the box got lost . When I learn about , I ask the AT&T for investigation , no respond . Now they bill me for $ 700 Why ? I follow they instructions .Maybe they should change the returning processes . How about to return the units to local AT&T company stores ,unless that is not profitable for the company . I pay insurance fee for all the years . Since the digital phone come on the market I never make any claim . When we had problem with the unit ,despite the fact that I had insurance I always paid full price on my own .It was a first time .For so long never got from them any free replacement . I never abuse the fact that I have insurance . I can't be trustworthy . Yesterday because I did'nt pay the $700 ,they suspended my two lines . It is outrageous . Try to resolve the problem for whole day .Nobody to talk too . Nobody to make any decision .They switch me from department to department .No results . I was put on hold so many times , once even for 45min , then again for 60 min . Try to chat , same effects . They jeopardize my life by ignoring me to find the solution to the problem This days they have very few nice representative, but in general the service is terrible . Right hand don't know what the left hand is doing .I'm so upset & annoi .For few years we had many lines ....but some of the family members lost the patience's . Now ,after 26 years , I have only two and really consider to close them..The AT&T is getting worse and worse on all issue, like costumer's service ,constant overcharges ,arrogance & ignorance . It is a shame . [Per Guidelines: Keep it Relevant and Appropriate]. Enough is Enough. Who else got the same or other problems .How you resolve them .
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