So I upgraded to my iPhone X via the ATT next program. With that, I had to send back my iPhone 7 Plus. I sent the iPhone back and took a picture of the tracking label but never received a confirmation email from ATT. I've never traded in a phone via mail before so this was all new to me. Long story short, ATT is claiming they never received the phone and they don't know where it is. Well...I don't know where it is either and when I contacted the post office they have recorded that I DID indeed send the package back. Has anyone else ever had this issue? How was it resolved? ATT is trying to charge me the remainder of the "lost" device.
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Trade in lost...
- Thread starter allthingsapple!
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Use the tracking label to find it, or make a claim. Pretty straightforward, not sure what you need to ask. You did actually get a tracking label, and not something useless like a delivery confirmation, right?
The USPS recommends filing immediately when damage or partial loss occurs. The time frame for Priority Mail is seven to 90 days from the date of mailing. When all the documents are in order, claims are usually paid within 30 days.
1. US post office ?
2. Box sent with the provided USPS return label. ?
3. shipping insurance ?
4. did you get a receipt from USPS as well as the picture
If you EVER have sent back a Cable modem all the steps and more are needed.
1. US post office ?
2. Box sent with the provided USPS return label. ?
3. shipping insurance ?
4. did you get a receipt from USPS as well as the picture
If you EVER have sent back a Cable modem all the steps and more are needed.
The funny part is when I called USPS they see the package as still in transit on their end. I was told that it was picked up by another carrier from USPS and that it is still in transit but ATT is telling me otherwise. USPS said they aren't sure which carrier ATT has that picks up packages from them but she had no way of contacting the other shipping company. I called ATT back and was told by someone else that the package was delivered but is probably still being sorted on their end. I called again and was told something completely different by the 3rd operator I spoke with. I'm worried because I don't want to waste 400 on a phone I don't even have.
1. I returned it to my FedEx which ships it to the USPS store. The FedEx store is closest to my house and I always use them even if the return label is not a FedEx label. I called USPS and she did verify that they DID receive the package from FedEx so there was no error there.
2. Yes, it was shipped back with the label that was sent with my iPhone X.
3. No, I wasn't offered shipping insurance. I don't send too many packages so I'm not too familiar with this.
4. Yes, and the employee at FedEx also said to take a picture just in case so I can track it.
I did and the last thing it said was "in transit" Grapevine, TX. I told ATT this attempting to get the charge removed and they had no idea what I was talking about and just continued to say she can't see anything aside from what she's told me. I called back and the second employee told me something different. I called back again and got a completely different story yet again.
Same thing happen to me a couple years back. The package was picked up by a third party. Went back and forth with att about it. By the time it arrived to them it was past the return window and they sent it back to me.
If you wait to mail it out, it will just take that much longer past their 14 day return. You sent through to FedEX which in turn had to sent it to USPS which in turn put it in a Newgistics pile until they come to pick it up. Just keep tracking it until it says delivered. Tell ATT to check the tracking and it shows that it's still in transit, they will be able to see that. It's not lost if you can see it's still in transit. If it get's sent back to you, take it into an ATT store to return it.
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They use the slowest method possible -- the return facility is within 40 miles where I live. I sent my trade in back and it took 4 days to get there. My wife's phone? Took 7 days of the package bouncing all over the place and finally getting there. Really crazy. Definitely strange but... I got a receipt with FedEx and it was out of my hands - eventually it got to Apple and trade-in was accepted. Hope everything works out for you!
I've never really had little luck with people who answer the phone. They're lowest paid and usually know next to nothing (not their fault).
I've never really had little luck with people who answer the phone. They're lowest paid and usually know next to nothing (not their fault).
I would continue to monitor the tracking very closely and update AT&T with any other changes during the delivery route to notate your account. Also, instead of talking to different representatives who will provide you with different information, see if you can get a supervisor involved and advise them of the situation as well.
That's the funny part...I had originally called ATT for a different issue and the employee I spoke with had set up an appointment for me to return the phone in store. When I got to the store I was told by the greeter I can't return the phone in store and that I HAD to mail it. Well, I had never heard of this before because previously, I returned the phone in store. I didn't make a big fuss about it but when I got the email stating they had not received my phone I called and the first employee asked if I was aware of the fact that I could return it in store. I see it in transit and USPS sees it in transit but according to ATT "we don't know where it is and we don't know how to track it further". When I type in the tracking number on the USPS site it says something along the lines of delivered to 3rd party agent. I told them USPS can see further tracking and that it was picked up by whoever they use but was still told contradictory information. The last lady I spoke with told me to call back today so that's what I'm going to do now.
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What happened after that? My representative told me that as long as it was postmarked within the 14-day window it would be okay.
Same thing with mine. It went from USPS, handed off to a different shipper, on its way from Grapevine to Ft Worth.
I got a txt from ATT saying I had until 12/17 to return it (I activated the new phone on 11/3).
Which I thought was weird.
But anyway the next day I got a txt that they rec'd it and everything was AOK.
Here's my path - funny how it took 7 days to go 2 hours (CH to Fayetteville) but only 4 to get to TX
Event Date Event Time Event Description Location
11/20/2017 06:00 PM Delivered Fort Worth, TX 76177
11/20/2017 04:55 PM In transit Grapevine, TX 76051
11/20/2017 07:08 AM Scanned Grapevine, TX 76051
11/17/2017 03:08 PM In transit ATLANTA, GA 30349-3623
11/17/2017 07:08 AM Arrived at Shipping Facility ATLANTA, GA 30349-3623
11/16/2017 10:31 AM Enroute to Local USPS Facility FAYETTEVILLE, NC 28302
11/9/2017 01:13 PM Arrival at USPS CASTLE HAYNE, NC 284295536
11/3/2017 07:09 AM Label Created
Yes, that's very similar to what mine says. I've deleted the route up to a certain point for safety reasons..but once it was delivered to Fort Worth it then says in transit again so I'm confused. It looks like it made it to Fort Worth, which seems like the final destination, but was then sent out again?
Event Date Event Time Event Description Location
11/22/2017 06:51 PM In transit Grapevine, TX 76051
11/22/2017 06:00 PM Delivered Fort Worth, TX 76177
11/21/2017 04:41 PM In transit
11/21/2017 01:50 AM In transit
11/20/2017 09:01 PM Arrived at Shipping Facility
11/19/2017 09:00 AM Arrival at USPS
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ATT doesn't seem to know where it is...wouldn't you consider that to be lost?
If tracking says it's not delivered yet I'm not sure why you'd ask ATT where it's at. Tracking tells you where it's at, and it's not delivered yet.