AT&T Community Forums

Lost Trade-In Device using AT&T return label

I've seen multiple forum posts regarding this topic. I used the return label included in my new phone shipping box to mail back my trade-in via USPS. I dropped this in the USPS secure parcel bin at the local post office after hours, so did not get a receipt. For more than 5 months now and hours of frustrating phone calls, AT&T has basically told me they will not honor a claim unless I can provide the tracking number used...which was the tracking number on the label AT&T sent me in the box. Like others, I've tried to go to the post office to only find no help. In fact USPS.com FAQ Article 7829 clearly states they cannot help find a tracking number.

After 25 years with AT&T I'm to a point of cancelling my service and changing service carriers. I really don't want to do this over an $800 claim, but that money seems more important to AT&T than keeping a customer who has spent nearly $20,000 over the lifetime of patronage.

Has anyone found any success with AT&T to resolve this? My company would be writing an account adjustment and moving on, but AT&T claims to not be able to do such a thing.

To further document the frustration, this all started with a shipment to me on a 2nd tier carrier, Lone Star Overnight, which falsely claimed the delivery was made only to arrive weeks later. A CSR at AT&T who re-issued the order and told me not to worry with the 1st lost shipment and if they showed up I could discard them. I tried to return said late phones and had the AT&T store refuse twice to accept the duplicate phones in a good effort to get them back to AT&T. Get informed much later by AT&T that in fact I need to ship back the original phones that arrived or I would be charged. Spoke with multiple agents over this period of time of which only 2 agents confirmed they were stateside and had actually been to a US Post Office and could relate with the absurdity of going in to ask USPS for help with anything. On and on... Not to mention it takes an hour on a call to finally get escalated to a point you talk with someone who does more than placate you. I finally today had the 3rd level manager actually trace the trade-in device and confirm the device had been deactivated at the time I stated to corroborate my claim. But again...back to the statement I have to have a tracking number and simply go to the post office to get this.

Come on AT&T...you can do better than this.

Responses

formerlyknownas

ACE - Sage

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118.4K Messages

1 year ago

So you didn't save the tracking? Picture of the label would have been a good idea.

You can't show it was checked in at USPS, because you used an outside drop box, rather than take it inside and get a counter receipt.

So the short version is you can't show AT&T that you did actually mail your old phone for the trade-in program deal. That's all you needed. Sorry.

Just went through a foul up with Verizon trade in. The difference is I documented everything. Had all my tracking information. I also had the imei's of both phones as well as pictures. So my credits finally started this bill

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kbertalot

New Member

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2 Messages

1 year ago

Conversely, one would assume the contracting agent for the parcel service who provided a prepaid shipping label to customer would have record of that prepaid shipping label and tracking number issued to that customer for that shipment.

It is convenient to put the blame and liability on the customer in this case.

The root of this issue is that the supplied label was for returning my new phone in the event I don’t want it. That goes to one facility. The label and shipping material for the trade in phone apparently comes later to go to a different facility. Now, as a customer ordering a new phone with the expectation to trade an old device I would expect the majority of recipients plan to keep the new phone while returning the old. Therefore, why set the trap of sending shipping materials and labels in the 1st package that are not to be used unless there is an exception?

Read these forums! This occurs too frequently. How many trade in devices are piled up at the Ft Worth facility because they were shipped with the wrong label and why has AT&T not fixed this either by tracing the phones arriving at the wrong location or by making the trade in process more intuitive?

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ATTHelp

Community Support

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232.9K Messages

1 year ago

We appreciate you as a valued AT&T customer, kbertalot. Let’s meet in a Direct Message (DM) to discuss that eligible trade-in that you sent in.

Make sure to check your Direct Message Inbox which you can find as a chat icon next to the bell icon in the upper right corner of the Forums page.

When it comes to sending in your eligible trade-in phone you will need to order your shipping supplies at the AT&T Trade-in Program. You can find these details and more under Important FAQs when you visit How to return your trade-in to AT&T - Information and Help from the AT&T Community.

The package that comes with your new phone is for the new phone in case you change your mind. Learn more about how the AT&T Wireless return policy when you visit Return or exchange a new device or accessory.

Make sure to keep an eye out on your DM. We want to look into that device you sent in order to get you a definite resolution.

Lar, AT&T Community Specialist

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dawnabodin

2 Messages

23 days ago

I am on the 2nd “lost” phone return based on AT&T’s screwed up tracking label for which I have a picture of it, the receipt from the post office, and the tracking number which was provided to AT&T. Two phones have been lost because of them not because of me and I am ready to start a (Edited per community guidelines) (Edited per community guidelines) because this is a (Edited per community guidelines)ing scam.

(edited)

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dawnabodin

2 Messages

23 days ago

I’m also leaving AT&T after spending thousands of dollars on phones changing from Verizon to this company and having nothing but trouble and exorbitant bills that were not my responsibility

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