Think I will have any luck fighting ATT?

[steve knight]

I did the usual yearly iPhone exchange on the new release I get the phone on Friday and on Monday I think it was the 21st of sep I mailed off the wife and I's phone using the att supplied label I dropped them directly off to the post office. took a week before it even showed at the post office got them and after two weeks or so my wife gets a text saying her phone was accepted but not mine. I called after a couple weeks they say it was received and they will text me only for my wife to get it for her phone. I call and give them the tracking number they say wait. well on nov 1st I get a text saying they are charging me the full cost of the phone 949.00 I called gave them the tracking number and they see it shows it has not arrived. so they say they will do a warehouse search. well they seem to have found it but then I was trying to get the credit they tell me it is pending but not applied to my account. but now my account is overdue. I called Friday and they said call today. Call today get hung up on after 45 minutes. I finally talk to someone else. but when I looked up the tracking number it only shows it was picked up dec 3rd. so She feels a report and they are supposed to contact me by the second if they accept or deny my claim. I also received the phone back today with a letter saying I returned it too late. So Have a iphone 7+ a bill for 949.00 abda tracking number that does not show any past tracking info. I am hoping if I go to the post office with the tracking number they can get all the tracking info. I have a screenshot of the last tracking scan but they only accept faxes. like really? in this day and age?

 

[Gutwrench]

I did the usual yearly iPhone exchange on the new release I get the phone on Friday and on Monday I think it was the 21st of sep I mailed off the wife and I's phone using the att supplied label I dropped them directly off to the post office. took a week before it even showed at the post office got them and after two weeks or so my wife gets a text saying her phone was accepted but not mine. I called after a couple weeks they say it was received and they will text me only for my wife to get it for her phone. I call and give them the tracking number they say wait. well on nov 1st I get a text saying they are charging me the full cost of the phone 949.00 I called gave them the tracking number and they see it shows it has not arrived. so they say they will do a warehouse search. well they seem to have found it but then I was trying to get the credit they tell me it is pending but not applied to my account. but now my account is overdue. I called Friday and they said call today. Call today get hung up on after 45 minutes. I finally talk to someone else. but when I looked up the tracking number it only shows it was picked up dec 3rd. so She feels a report and they are supposed to contact me by the second if they accept or deny my claim. I also received the phone back today with a letter saying I returned it too late. So Have a iphone 7+ a bill for 949.00 abda tracking number that does not show any past tracking info. I am hoping if I go to the post office with the tracking number they can get all the tracking info. I have a screenshot of the last tracking scan but they only accept faxes. like really? in this day and age?

After reading that twice and having to back up and read portions over and over again I’d have to say, “nope” Bob.

Next case.

 

[Clix Pix]

OUCH! When I got my new iPhone X at the end of November and sent in my iPhone 7 Plus a few days later to fulfill the requirements of my NEXT program, I was concerned because of it being so close to the Christmas holiday mailing season and because I had seen other reports of people sending in their iPhone and it never being received...... I swear that AT&T must use the least-expensive, slowest mail route possible to their location in Texas where phones are sent! It was a nail-biter all the way and more than once I wished that I had simply paid off the iPhone 7 Plus and kept it. As time went on I kept checking the tracking info online and printing out the details every step of the way in case I needed evidence later......and then was greatly relieved when one day I got a text from AT&T informing me that they had received my iPhone 7 Plus and that it was in good condition (yeah, I knew that!) and that this satisfied my NEXT contract for that phone..... WHEW!!!!

Curious about something here: Why would anyone have been charging you the full price of the phone? If it were under AT&T's NEXT program, wouldn't the situation have been that the phone was expected to be returned when beginning a new plan on a new phone and after 12 payments had been made on the other one? I think with my iPhone 7 Plus I would have still owed somewhere in the neighborhood of over $450 if I had chosen to pay it off and just keep it rather than sending it to AT&T.

At any rate, sounds as though something went seriously awry somewhere along the line in your case!

 

[steve knight]

the stupidest part is the phone never left portland. Yes the full payment thing is like the icing on the cake. I paid on it 12 months but they want to change me full price. I thought I had a pretty solid case till the tracking number stopped showing the first scans. not sure if they would take this screenshot or not. I will fist call the post office tomorrow and see if I can get the info or go in my way to work. my wife phone does not show it was received at all.

 

[Clix Pix]

In conjunction with the info I was provided along with the return label for the old phone as I was making my purchase of the new phone at the Apple store and agreeing to start a new NEXT contract, I was given the name of a website to check when I wanted to track my iPhone's slow passage..... Unfortunately I have now since thrown away the info but I think it was something like Newgistics.com ??? Anyway, I tried checking the tracking number through USPS and got nowhere but the Newgistics site did provide tracking along the way..... Before boxing up the iPhone, looking at the label and other info, I had made note of all the numbers I would need and also included specifics in the box itself so that on the other end they would know for sure who had sent them this lovely jet black iPhone 7 Plus. Have to admit, with all those numbers, it took a couple of tries before I was sure which was actually the tracking number. Finally nailed that down. Each time I checked via the Newgistics page, I went ahead and printed out whatever was on there so that I would have an ongoing record of what was happening with my iPhone. I also had retained the original shipping receipt from the P.O. the day that I took the box to them, so I was pretty much prepared if there were any problems with the process and progress of the package going from here (Northern Virginia) to Texas. Thankfully my iPhone did make it there, but it sure took an awfully long time!

If you had already made 12 or more payments on the iPhone you were trying to return they certainly have no business claiming that you need to pay full price now in order to pay it off. Something is very wrong there!

 

[Scepticalscribe]

I did the usual yearly iPhone exchange on the new release I get the phone on Friday and on Monday I think it was the 21st of sep I mailed off the wife and I's phone using the att supplied label I dropped them directly off to the post office. took a week before it even showed at the post office got them and after two weeks or so my wife gets a text saying her phone was accepted but not mine. I called after a couple weeks they say it was received and they will text me only for my wife to get it for her phone. I call and give them the tracking number they say wait. well on nov 1st I get a text saying they are charging me the full cost of the phone 949.00 I called gave them the tracking number and they see it shows it has not arrived. so they say they will do a warehouse search. well they seem to have found it but then I was trying to get the credit they tell me it is pending but not applied to my account. but now my account is overdue. I called Friday and they said call today. Call today get hung up on after 45 minutes. I finally talk to someone else. but when I looked up the tracking number it only shows it was picked up dec 3rd. so She feels a report and they are supposed to contact me by the second if they accept or deny my claim. I also received the phone back today with a letter saying I returned it too late. So Have a iphone 7+ a bill for 949.00 abda tracking number that does not show any past tracking info. I am hoping if I go to the post office with the tracking number they can get all the tracking info. I have a screenshot of the last tracking scan but they only accept faxes. like really? in this day and age?

With this kind of encounter, I log and note every communication so that I have the precise details to hand if I need to cite them.

 

[steve knight]

With this kind of encounter, I log and note every communication so that I have the precise details to hand if I need to cite them.

I tired to get them to send me confirmation I talked to them but I only got one of them.

 

[Huntn]

I did the usual yearly iPhone exchange on the new release I get the phone on Friday and on Monday I think it was the 21st of sep I mailed off the wife and I's phone using the att supplied label I dropped them directly off to the post office. took a week before it even showed at the post office got them and after two weeks or so my wife gets a text saying her phone was accepted but not mine. I called after a couple weeks they say it was received and they will text me only for my wife to get it for her phone. I call and give them the tracking number they say wait. well on nov 1st I get a text saying they are charging me the full cost of the phone 949.00 I called gave them the tracking number and they see it shows it has not arrived. so they say they will do a warehouse search. well they seem to have found it but then I was trying to get the credit they tell me it is pending but not applied to my account. but now my account is overdue. I called Friday and they said call today. Call today get hung up on after 45 minutes. I finally talk to someone else. but when I looked up the tracking number it only shows it was picked up dec 3rd. so She feels a report and they are supposed to contact me by the second if they accept or deny my claim. I also received the phone back today with a letter saying I returned it too late. So Have a iphone 7+ a bill for 949.00 abda tracking number that does not show any past tracking info. I am hoping if I go to the post office with the tracking number they can get all the tracking info. I have a screenshot of the last tracking scan but they only accept faxes. like really? in this day and age?

So the Post Office screwed you? (Mailed 21Sept, but shows 3Dec?) if it’s a general annual exchange, I don’t understand why timing is that important to ATT? I would think you could talk to a customer service rep and resolve it.

My other suggestion for future reference is that with even a label supplied, when I take something like this to be mailed, I get a receipt from UPS or USPS.

 

[Scepticalscribe]

So the Post Office screwed you? (Mailed 21Sept, but shows 3Dec?) if it’s a general annual exchange, I don’t understand why timing is that important to ATT? I would think you could talk to a customer service rep and resolve it.

My other suggestion for future reference is that with even a label supplied, when I take something like this to be mailed, I get a receipt from UPS or USPS.

Personally, I always send anything important by registered post; that way, I have tracking details, and receipts.

 

[Huntn]

Personally, I always send anything important by registered post; that way, I have tracking details, and receipts.

The gotcha is with a supplied label, usually there will be tracking, but if something is time sensitive, and it sits around for over a week before it finds its way into the system, or worse if it is lost or stolen, without that initial receipt you have nothing.

 

[jkcerda]

I did the usual yearly iPhone exchange on the new release I get the phone on Friday and on Monday I think it was the 21st of sep I mailed off the wife and I's phone using the att supplied label I dropped them directly off to the post office. took a week before it even showed at the post office got them and after two weeks or so my wife gets a text saying her phone was accepted but not mine. I called after a couple weeks they say it was received and they will text me only for my wife to get it for her phone. I call and give them the tracking number they say wait. well on nov 1st I get a text saying they are charging me the full cost of the phone 949.00 I called gave them the tracking number and they see it shows it has not arrived. so they say they will do a warehouse search. well they seem to have found it but then I was trying to get the credit they tell me it is pending but not applied to my account. but now my account is overdue. I called Friday and they said call today. Call today get hung up on after 45 minutes. I finally talk to someone else. but when I looked up the tracking number it only shows it was picked up dec 3rd. so She feels a report and they are supposed to contact me by the second if they accept or deny my claim. I also received the phone back today with a letter saying I returned it too late. So Have a iphone 7+ a bill for 949.00 abda tracking number that does not show any past tracking info. I am hoping if I go to the post office with the tracking number they can get all the tracking info. I have a screenshot of the last tracking scan but they only accept faxes. like really? in this day and age?

print screen shot & fax it in

 

[Scepticalscribe]

print screen shot & fax it in

Yes, even in this day and age, there are bodies that use and require faxes. Even now, I am required to use them a few times a year.

 

[Clix Pix]

You also should check your bank records and copy them to send as proof of having made the required payments on the phone, but they also should have records there at AT&T as well.

 

[steve knight]

I am on the way to the post office to see if I can get all of the tracking info. It got to att but was lost in the wharehouse

 

[Clix Pix]

The fact that it was received at AT&T but lost in their warehouse is certainly not YOUR fault and they should not be claiming that you shipped it too late, etc. I think at this point since they have returned the phone to you I would keep the phone, send AT&T proof of the 12 payments you made and then send them whatever the balance is. In no way should you have to pay full price for a phone upon which you'd already paid half of the total as part of the NEXT agreement contract1

 

[steve knight]

I went to the post office but they don't have any old info. they just and sen hold it for a agent and once it was picked up thats it. I am going to go to a att store and send the screenshot. yes if I can get the credit for the money I paid I can sell the phone. I did not know this year I could have taken it to the store and returned it last year you could not.

 

[webbuzz]

Start a thread here. If no luck, PM ATTCares.

You could also escalate the issue with a CSR, and ask for a manager.

 

[steve knight]

Start a thread here. If no luck, PM ATTCares.

You could also escalate the issue with a CSR, and ask for a manager.

I just did thanks. I was working on the manager thing but when I checked the tracking number and the old info was gone that made my case look weak. hopefully the documented all the times I galled and gave them the tracking info.

 

[Clix Pix]

I went to the post office but they don't have any old info. they just and sen hold it for a agent and once it was picked up thats it. I am going to go to a att store and send the screenshot. yes if I can get the credit for the money I paid I can sell the phone. I did not know this year I could have taken it to the store and returned it last year you could not.

I don't think you can return it to the store this year, either -- in my area I couldn't, anyway. Since there is an AT&T corporate store in the same mall as my Apple store, right after I bought my new iPhone X at the Apple store I went to the AT&T store and inquired if I could simply hand over my iPhone 7 Plus there, and the guy said, no, unfortunately, that if I had purchased the new phone there (which wasn't possible as they didn't have what I wanted in stock) that we could have done the entire transaction, including my trading in the iPhone 7 Plus there, but it is a different process when the customer purchases their new iPhone and starts a new NEXT contract via the Apple store. Apple provides the RMA label and the customer has to ship their old phone back to AT&T rather than taking it to a store. I would have been much happier had I been able to simply take care of the trade-in process right at the store!

 

[webbuzz]

I just did thanks. I was working on the manager thing but when I checked the tracking number and the old info was gone that made my case look weak. hopefully the documented all the times I galled and gave them the tracking info.

It worked for me, although that was 2001. The AT&T warehouse lost a phone that I returned via FedEX.

 

[steve knight]

They closed the case and no reason given spent a hour on hold finally get transferred to someone higher up only to find they sent me to the wrong department for the 4 or so time

 

[Clix Pix]

How absolutely frustrating!!!

 

[bopajuice]

You are caught in the abyss. I would call your credit card company and dispute the charge.

Something very similar happened to me years ago with Dish Network. I returned a system because the rep lied to me. My paperwork said I had a 30 day return window. Kept tracking info and made copies. Did everything short of videotaping the UPS guy picking up the package.

A few weeks later my credit card starts getting dinged for equipment, early cancelation fees, monthly fees, totaling a couple of grand and growing. I did the same thing and called several times. I spent a total of 40 plus hours dealing with this. They asked me to fax the 30 day return information on my paperwork because they claimed the return window was two weeks. Did that, they never received it (shocking). My credit card company even called on my behalf to straighten out the never ending charges that kept coming. Long story short, I sued them in small claims court for $5000. Cost me $40 at my local court. Legal department called me a week later and cleared it all up. I played hardball and told them I wanted them to pay for my cell phone bill and missed time at work. Left them hanging until week before our appearance. They settled on paying me $100 towards my phone bill and erased all the charges.

You can't reason with a monopoly. You might talk to 20 different people and never get it sorted out. Next time you call after you get the run around ask for the address of their agent for service, and do it.

If you feel the item was returned on time stick to your guns. I feel the burden is on them to prove you didn't.

I like to tell people I sued Dish and won.

 

[steve knight]

man 3 or more hour of holding I kept getting transferred to the wrong department. finally the last call I demanded to talk to a manager it was the wrong department but she actually got me to the right place and they had someone (not sure if it was an actual manager call back) I have to bring the screenshot into att they have no way to get emails or faxes. but they act like I didn't to send it back till dec3 when they actually found it. I use a debit card so not sure if I could go that way. I will ride my scooter to the att store tomorrow and give them the screen shot. without that I have no proof at all I sent it in. their return method really sucks it looks like. my wife's phone never showed it arrived at all. they have records of me calling and giving the tracking number. so how did I give a tracking number of a package I shipped in September in sep and october and nov if I never shipped it till december 3rd?? how does that work exactly. Guess my time machine works pretty well.
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How absolutely frustrating!!!

I don't get pissed often or for long but this is really pissing me off.

 

[bopajuice]

I just did thanks. I was working on the manager thing but when I checked the tracking number and the old info was gone that made my case look weak. hopefully the documented all the times I galled and gave them the tracking info.

Here is the key. AT&T uses a shipping agent which means you take it to the post office and another service (not) USPS, UPS, or whoever, comes and picks up and ships the item. Happened to me as well. Took forever for the item to reach AT&T. You need to contact THAT service to find out what happened and get shipping info.

I might be able to find my copy of the tracking label but if I recall "Newgistics" showed up somewhere on the paperwork. Try entering the tracking info there. Let me know if you need more info.

http://www.tracking.smartlabel.com