3 Messages
I returned my equipment but AT&T still says they don't have it.
I have the UPS tracking number and it says the equipment was delivered to AT&T on June 13th. On June 17th I receive a notice from AT&T saying "we still haven't received your equipment". How do I contact AT&T to clear this up. Something tells me this email was generated automatically by their systems so perhaps there is just a disconnect between the physical arrival of the equipment on the shipping dock and the status being updated. Nevertheless I really don't want to be charged for their disconnect.
JefferMC
ACE - Expert
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36K Messages
11 days ago
You posted in the Internet forum, yet you mention a UPS tracking number. I'm confused... what service did you return equipment for? Did you get a return label? How? Why did you not just go to The UPS Store or FedEx Office and return it obtaining a receipt immediately?
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jaschune53
3 Messages
11 days ago
there wasn't a specific forum for returning equipment ... yes, I did take the equipment to the UPS store as directed ... yes, I do have the tracking number ... yes, the tracking info on UPS says the equipment was delivered ... no, AT&T doesn't think they have it ... rather than assuming I didn't do as directed perhaps reading the question would have helped
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ATTHelp
Community Support
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232.9K Messages
11 days ago
Thanks for reaching us @jaschune53.
We understand your concern, and let's point you in the right direction.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you.
David, AT&T Community Specialist.
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JefferMC
ACE - Expert
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36K Messages
11 days ago
Sorry, I didn't mean the forum was wrong for returning equipment, just when you're returning Internet equipment the policy is to take it to a The UPS Store or FedEx Office, where you will not get a tracking number, but will get a receipt for your returned equipment. Since you got a tracking number, something is off here. If you were talking about a Phone or something...
Again: where did you get an address/label for returning the equipment.
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gr8sho
ACE - Professor
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5.7K Messages
10 days ago
Exactly, there is a very specific process the ups store follows which boils down to scanning the barcode on the device and validating if it is eligible for return. Nothing more than that. A receipt is given as @JefferMC stated. Any deviation from the process is not going to work.
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jaschune53
3 Messages
8 days ago
Gentlemen, I followed my directions to the letter. When I returned the equipment the guy at the UPS store handed me a receipt which INCLUDES the tracking number. He explicitly told me not to lose the tracking number as it would be the only way I would know if the equipment arrived. And yes, according to the UPS tracking number included on my receipt the equipment did arrive.
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JefferMC
ACE - Expert
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36K Messages
8 days ago
If you have a Receipt for the return of the equipment, i.e. with device types and Serial numbers, the tracking information is meaningless. As soon as you got that receipt, the guy at The UPS Store could have thrown your device in the trash can; you are no longer responsible for what happens to it once you have that receipt. You don't care if the package arrived or not.
If you can't get any traction with support, open an online FCC or BBB complaint. Someone at the AT&T support escalation group will contact you within 2-3 business days. Have a picture of your receipt with the device types/serials on it available to send them if they ask for it.
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