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Hesham Elsaghir Senoior Design Engineer

Few weeks ago, I checked my Cell phone account and found out that I am eligible for phone upgrade.  So, I went to AT&T web site and checked the phones and ordered a refurbished LG phone and paid the charges.  Few days later on Tuesday April 14th 2009, I got the phone and tried it.  It was a disaster; it was not functioning and locking out all the time.  Wednesday morning I called them and said I want to return this phone.  And they sent me a label by email to put on the phone box and return it.  I took the box and brought it to the post office and dropped it to the mail man.  That was it, since that day I do not know where the box is.  I was suppose to wait until it reaches AT&T warehouse then they would give me a credit and allow me to order another phone.  When I called to let them know the phone is not working and I would like to send it back, I asked if I can drop it to one of their stores. they said no, I have to mail it back.  So I did.

Now that I did not know where the phone is I started to call AT&T return department 866-391-0749 and got a web site to track my box.  http://www.tracking.smartlabel.com/Default.aspx and I did.  But there was not update of the status.  I called again and again to see if AT&T has a better idea, but the answer was to wait until the box reaches AT&T ware house.

Two week go by and I still have no idea when would this box make it to AT&T warehouse and when will I be able to order my new cell phone.  So I called again and spoke to someone that told me to contact USPS and find out where the phone is!  So I said why would I contact them, I already wasted all that time with AT&T and now you want me to contact USPS.  If I knew that I would‘ve sent the box UPS with a tracking number and it would’ve been there by now.  Next I ask for compliant department, he gives me this number 800-331-0500.  so I call and after another 40 minutes of nothing I get transferred back to AT&T return department as they are the only one that would take care of this issue, never mind about my complain!!  I mentioned that I been talking to them for two weeks and nothing been changed.  So when I talk to the return department, Bill Hebb, he tells me again that he is not sure where is the phone now and I need to talk to USPS.  So I explain what I said before about it is AT&T responsibility to find my phone as they are the one who sent me the label and asked to use USPS.  Now he goes well there is nothing we can do and you will have to wait.  So I tell him, how long should I wait for?  He goes I am not sure.  So I asked for a super visor and he said she is busy. !  so I get his names and ask to file a complain.  He goes back to his super visor, LG8323  Laurie, and comes back saying that they will escalate my case to higher “someone” and someone will contact me within 24-48 hours.  That was after 1:30 hour holding the phone to my ear.  It is next day and there is nothing yet.  I am not sure if there is someone will be contacting me or what.  But I wanted to start my issue so I do not forget all the details.

Today, May 6th two days later, I did not hear from anyone in AT&T or ever TNT :)  ha ha ha ha.  What should I do now?  I am planning to file a complaint at the https://www.consumeraffairs.com/php/a_report.php and http://www.consumer.gov/ and the local state attorney against AT&T of course after calling them first and making sure I mention that to them.

 

Well, a day later, May 7th, when I called I found out that they finally decided to give me the credit and fix my account.  Thanks AT&T for all this mess and time waste!!!!

I hope someone picks up this attitude fixes the way they handle their business.

 

 

Update:  2/22/2011

I have to admit, this is very embarrassing for AT&T to run their business like this.  it has been a long time since I started this blog, when I had this problem, and until now it did not change at all.  No improvement.  there must be something done towards this irresponsibility and carelessness...  Originally, that is why I started this blog.  but obviously we need to do more than this?  any suggestions, or ideas?  We need to stop these big business from using us "Customers" and making a lot of money by lying, messing up and just not caring.

Let's be one hand and force AT&T to stop and rethink their logic of how to run business!!!


Update: 2/28/2015

I can't believe this. I started this blog around April, 2009 and as of today this is one of my most active blog, people do not stop adding their terrible experience dealing with AT&T.  I am not sure what is going on to the market and these large companies.  I hope this blog will help others fight and stand together against this fraud and no fare service.

Update: 4/15/2015

I have to admit this is very impressing, how does a big company survive all these years while treating their customers like this.  Having issues usually is not the end of world but not dealing with them for this long, this is a disaster.  Now here is a bigger problem, with all the new options and deals out there, AT&T is forcing us to pay full price of phones "Next" while we already have been with them for years and years, 25 years for me, and were eligible for new phone, meaning finished a two year contract.  What is this? Now my bill is about $180.00 every month for a two phone family plan?  Really.  I know this will need a new post to see what others think about it.

Posted on Wednesday, May 6, 2009 2:35 PM | Back to top


Comments on this post: AT&T what a disaster !!

# re: AT&T what a disaster !!
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I totally agree with you. Although I don' t have exactly the same problem as yours, but it is still so pain. They promise me to fix some of their problems and told me they will call me back. But nobody call me back, never!! I spend more than a week , waste so many hours to keep calling them. They just keep telling me" I can't fix your problems",we need to transfer you to "other department", everytime when they transfer, I need to explain it again and agian....wow.....finally, still nobody can fix my problem ..suck...
Left by angela on Jun 27, 2009 11:50 PM

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Sorry to hear that your problem is not solved yet. I finally got my issue with AT&T resolved and everything is going fine now, after a lot a lot a lot of hours wasted on the phone that should not happen at all.
It seams that companies when they grow and expand, they care less about their customer support and can not manage to keep up with reliability. I remember while ago, when I call then I have to call back to continue working on the same issue, the operator would be able to read some notes in my account and know everything happened before and we would just continue from where I left, not having to explain everything over again.
Left by HeshamElsaghir on Jun 29, 2009 8:47 AM

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I'm having the same issue! expecting a call back a week from now. I actually order my second phone and have two debit out of my account. Still waiting for my credit for the defected phone. The tracking service sucks because At&T has no information on the tracking number they put in my replacement box. This part of att is consider the worst service ever
Left by cv on Aug 10, 2009 12:24 PM

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Uh oh. I just returned my refurbished phone a week ago. This is all very déjà vu-ish to me. I have a feeling it will be a while before I can resolve this and get my new phone. For anyone wanting to return a refurbished phone: even though they give you a label to return the phone via usps pay yourself for a deliveryreceipt and or delivery confirmation. And it is true that the number on their label that appears to be a tracking number is NOT!!!!!! You cannot get pod on that package!!!!
Left by Bette on Sep 06, 2009 8:19 PM

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Well, it looks like it is becoming a habit!
I guess big companies do not worry about these small details called "Customer" any more. I mean, if you did not like what you experienced with the company, there are million customers more that did not have to go through this hassle, well, until they have to buy a new or refurbished phone via the Internet site and try to return it. Then they will have to know what we are talking about. And I totally agree, if you want to return a phone to AT&T, you better off send it on your own to able to keep track of where it is.
Left by Hesham on Sep 09, 2009 1:08 PM

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I am going through the exact same thing you described. It still hasn't been resolved. Upon being elevated for lost/stolen, the request was denied.

Added to all the frustration you really can't send ship the item back on your own with insurance because the label contains info that ATT uses for tracking internally. So they actually could get the phone back but it probably won't get scanned in correctly so you are still liable because you didn't use their label and USPS won't pay insurance because ATT received it. Catch-22!

I'm pretty much at a loss as to the next step but this is just ridiculous. There seems to be no recourse. Any advice?
Left by attsucks on Sep 23, 2009 8:49 PM

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I too, used the smart label to return 2 ATT phones. It has been 3 weeks now and they are still not showing up. but on Oct 13th the ATT rep said that "Yes" both phones were returned to the warehouse and a replacement would be shipped out to me . When the replacement never arrived I called to ask why and was told that when I send back the 2 phones to them I would receive the new one. (They already said the phones were returned, )??? a day or so later they said one phone was there. Now they say NO phones are there. No one can tell me where they went? I think an employee took the returned phones or this is a way for ATT to stall for time on replacing my damaged phone. If I had known this was going to happen I would have paid extra for tracking through the post office to know for certain where the 2 phones went. I am now getting calls from ATT to return the 2 phones ASAP or be charged for them. What a nightmare.
Left by Brenda on Oct 20, 2009 2:44 PM

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I paid for insurance on my phone and when it was destroyed I thought, Oh no problem, Oh problem LG would not charge and now is lost in the Black Hole called Smartlabel.

Really scares me when we can't get simple things done correctly!
Left by Pat on Jan 28, 2010 4:34 PM

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Hello,
I am experiencing same problem with AT & T Mobility.
I did return the phone sold to me by At & T rep ms. Stephanie Bowers and after finding out that they put me on the 2 year contract without my consent and after being for years on month to month basis. What a misleading way of doing business - I call it deception an lying! As suggested by At&T Manager, Mr. Evan Hines I send the phone back using so called' smart label" , which came with the box. Indeed it is a black hole. Spent hours on the phone with At&T Mangers and reps ( Conrad fening, Samantha Ceardall to mention only a few ) and seems nobody knows where the phone is. It has been 3 weeks already, every time I call I got different answer. it is time to put an end to that. I will be waiting till Monday and then filing official complaint to the consumer affairs, State Attorney office and Better Business Bureau. It is time to put an end to this practice. I would like to know if CEO of AT & T as well as shareholders of this company knows how At & T is treating their long time customers, spending at the same time millions of dollars on the ads to attract new customers! Shame on you At & T!!!
Left by Cezary Cwintal on Feb 12, 2010 1:30 PM

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Here it is March, 2010 almost a year later and I have the same problem with ATT as the person who posted the original complaint last May. Without going into a lot of detail, AT&T told me I didn't need a peice of network equipment they sent with my installation box and that they would send me a return label. They did send it alright along with 2 MORE peices of the same equipment. I put everything in the one box, used the supplied return label and gave it to the post office (even though UPS delivered the package). I called Cust Service and she told me that I should not have given it to the post office even though it says CLEARLY on the label to do so.(for returns ATT uses the USPS Parcel Return Service, zip 56901). This shows that their service personel don't even know how returns operate.

Anyway, my stuff is in that same black hole. ATT is threatening to bill me if I don't return the equipment. This has been going on now for weeks. I will not pay it. By the way, I had the same experience of cust service instructing ME what to do even though all the errors were theirs.

If they can't fix this mess in a whole year, I hold no hope for them. Never again ATT!

Left by Valle on Mar 09, 2010 4:17 PM

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I am going through the same prob right now.. Oh what to do.. got this brand new phone, kept dropping calls.. sent it back, now this new one they sent me again was locking up on me. Oh lost many important calls.. So now they are sending me another phone.. NO NOT THE SAME TYPE OF PHONE.. I demanded a totally different style of phone now waiting for it to come today and have yet another phone to return haven't been able to find where the first one I returned when to.. Dang company's anyhow.....
Left by Carol on Mar 16, 2010 12:26 PM

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I'm glad I'm not the only one! I sent back my damaged phone with the return label and keep getting calls that they have not received the phone back and will charge me for it. When I used their instructions, return labels, even packing tape! AND you're right, the tracking number and website don't track anything, it says no record of tracking number!
Left by Shannon on Mar 19, 2010 8:26 PM

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I an now going through the same nightmare. I returned my damaged phone via their USPS service. This was over four weeks ago. They tell me they have not received it and will be billing my account $115.00. I told them I would not pay. I have been with AT & T for over ten years, I have several lines with them and plan on cancelling all of my services if they bill my account for the phone. I am also own their stock, I will be selling it. The people that work in customer service have no clue as to what the process is. You would think the company would change the way they request cutomers return their phones.
Left by Iris on Apr 08, 2010 10:05 AM

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I am a victim of this same black hole crap. I rtnd my defective handset on 2/18/2010and it is now 4/ 20/2010 and to date, they claim that they haven't rcvd my rtnd handset. They've already went ahead and charged my acct $499 which is due along with my current charges. I don't think this smart label process is a safe ,effective way for us as the consumer to rely on for the safe rtn/delivery of a rtnd item(s). Smart label is actually a drop off at the post office.The post office is only responsible for scanning the item. A carrier svc stops by and picks up the item(s) designated for rtn. This process makes it that much easier for our rtnd items to get lost in the shuffle. Our rtnd items could possibly still be on a truck somewhere, or better yet, how do we know that the actual carrier person whom is resp for the pick up is an honest person, and is indeed keeping our equipment???? What it all boils down to is that, smart label just isn't a sure way for us to rely on, the tracking # is not a post office tracking#, it's smart labels own tracking #, and you can't even call them to find out the exact locale of your item. If your package doesn't show up to AT&T's warehouse in a timely fashion, AT&T doesn't have a problem with billing you for the so-called un-returned package. AT&T is a huge company, and therefore should have a more reliable, accountable rtns process. I've read a lot of complaints regarding AT&T's rtn process, a lot of folks are falling victim of the same crap so I'm gonna take it a step further and contact consumer affairs because I believe that they are taking honest people's money and this process is a complete scam.
Left by this is bullsh^t on Apr 20, 2010 12:15 PM

# re: AT&T what a disaster !!
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This is terrible! I'm going through this same exact mess right now. I'm so upset and stressed out about it. I originally took my phones into the AT&T store to return them. The rep made it sound like it would get lost that way, because they are on a different system than the online one. So I put them in the mail, the post wouldn't let me buy insurance or put any type of tracking on the package. She said they couldn't do that with this type of label (smartlabel). So, I made copies of everything, took pictures even of the lady that took my package and hoped for the best, even though I wasn't comfortable with it. Today is the fifth day and no one can find the package. The smartlabel website has absolutely no info, it doesn't even look like I dropped it off. I called AT&T and they can't find it. One of the reps did tell me that the store rep should have accepted the phones and they could have easily contacted them to make sure I returned them. This whole system is stupid! I'm really questioning their customer service, the lady today took all my info and told me that she had set it up in their system for someone to call me back on Friday to see if they have received the package. I'm a new customer, so they don't have any contact numbers for me, when I mentioned this to the lady, she kind of got flustered and said oh I forgot about that. Um, ya...not a good sign!
Left by Miann on Aug 02, 2010 3:25 PM

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I am experiencing the same problem as pretty much everyone has blogged about on this website. I am not 1 to blog or to write complaints but ATT does not know what they are doing!! I returned my 1st upgraded phone on Monday August 2, by Thursday August 5th I received an email that ATT had received my phone...ok that took 3 days for that phone to get back to them, well I then had a replacement phone that after 2 weeks of use would not charge unless it was charged thru the USB cord to a computer so I called ATT to see what I needed to do to get a replacement phone because that phone was obviously defected, so I was told to return the phone the same way I returned the other phone, now they can not find my phone. Nobody knows where this phone is & ATT will not reverse my upgrade until they have that phone scanned in their system. So when will that be? No one can give me an answer, no one can give me a call back, no one can track my phone down with ATT's own so called smart label. I am going to disconnect my service with att & will not be charged an early cancellation fee at all, because I refuse to pay for something that I am unable to use.
Left by Melissa on Aug 12, 2010 10:33 PM

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Well, having read all your posts above I'm really concerned the same thing is about to happen to me. I dropped my phone at the post office on Monday using the prepaid return label provided by AT&T wireless. One piece of potentially good news is that although there is no record of my package on the "smartlabel" website mentioned above, there IS a record of my package on the USPS website when I enter the VERY long tracking number from my label (mine begins with "420" and is about 30 numbers long!) However, under status it says "AVAILABLE FOR PICKUP". I called that particular post office to find out what that means and they explained that they hold these packages until they are picked-up by the carrier, which takes place about once a week. The gentleman from the post office said he thinks I will still be able to continue tracking the package on their website after the pick-up. Well, I'm keeping my fingers crossed, because I've already lost just about all my confidence in AT&T, and if they don't get this phone back in a timely manner I will be absolutely done with them, after having been a loyal client for over 20 years!
Left by rem on Sep 01, 2010 9:54 AM

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I have similar issue. I went to the Post Office to drop off the return phone box and I asked clerk to give me a receipts and she told I can not get a receipt. I still don't my package on http://www.trackng.smartlabel.com

THis is very frustrating.
Left by Navin P on Nov 18, 2010 4:51 PM

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continue from previous post.... from Navin P.....
I just talked to AT&T for 1 hour and got no where. Neither their staff knows it and in fact they gave me another URL to check https://www.wireless.att.com/order_status/. However, this for when they sent phone to me (took me to FedEx) site. However, the return phone label for US Post Office.

Here is their email which I asked them to send me after the conversaion so that I have proof that I called.

Thank you for choosing AT&T for your business wireless needs!

This e-mail is a follow-up to our previous conversation on 11/18/2010 to ensure your needs were serviced correctly.

On 11/18/2010, Brittany P. processed the following changes to your account:

1. Other
2. As we discussed on the phone we have not recieved your shipment yet. I told you that it can take up to 30 days to recieve and processed your return. We spoke on 11/18/2010

Please allow 1-2 bill cycles for this transaction to reflect on your next bill and account summary. If you have further questions about your AT&T business needs, please refer to http://www.att.com/business or by calling us at (800) 331-0500.

Left by Navin P on Nov 18, 2010 5:49 PM

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I am having the same experience with ATT. Per their instructions I dropped my old Bold 9700 into the mailbox 2+ weeks ago and I the tracking service says "No tracking information found for the following tracking value: XXXXX Please verify the value and try again." and ATT wants to charge me $450. What a disaster!!! It really sucks
Left by NA on Dec 01, 2010 9:31 AM

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same trouble here--except with internet. Bought the modem in the att store here in duncan okla. Trouble getting service turned on -countless hours on the phone trying to return the modem -before 30 days- the store says policy they can't refund my money and customer svc says if i send it to corporate i may or may not get a refund. So now i guess a lawer is next--gonna cost a couple thousand dollars if not more to get maybe a refund from sombody.
Left by marcy on Dec 28, 2010 7:26 PM

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Does anyone actually have any updates? Especially from the people who have dealt with this problem from last year. I'm not about to pay 500 dollars for a phone I sent back. PLEASE UPDATE US!!
Left by GLAM on Jan 11, 2011 5:09 AM

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Had similar issue with ATT. I sent a phone back using their return label and it was "never received." After several months of being told it was my fault by ATT, I filed a complaint with the FCC and also emailed the CEO, Mr. Stephenson at rs2982@att.com and
randall.stephenson@att.com and received a call from executive customer service to clear up the issue. Hope this helps. The whole process was frustrating, but was finally resolved.
Left by D on Jan 20, 2011 3:37 PM

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^^^

Thank you for the email addresses you provided. Your entire post gives me hope. May I ask how exactly it was resolved?
Left by glamx on Jan 21, 2011 2:24 AM

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I have the same problem with AT&T on a returned iphone. It has been more than 4 months. I called numerous times with all the information they asked including the package scan code I got from USPS. I was told that I had to wait, then I was told AT&T would call me within 4 days and they didn't. The service rep even told me that I should get my refund in 4 days no matter what (sounds too good). I called in again a few weeks later, I was told my issue is escalated, and is being handled (locked) by someone. Now another week passed, still nothing from AT&T. I will definitely dump AT&T when my contract expire.
AT&T service is horrible. They didn't solve my problems, they even said that I was on the line for too long (45 minutes). I don't think there is any customer service at AT&T at all. They handle the "trouble" made by AT&T, and they don't solve any issues for customer.
Left by T&TA on Feb 10, 2011 10:01 AM

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I asked ATT to not to ship phone and cancel my service . Customer care said there is no issue . We will ship it and you return it with our label. Not knowing ATT plan I did exactly what was told . Now I am screwed . ATT smart label do not provide any info and ATT will not refund money . THey are charging service also . There is no use to talk to customer service . They have no clue what is going on . Looks like it;s ATT way to get money from customer . I will never do business with ATT
Left by Neverbuy on Feb 12, 2011 1:39 AM

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HELP!
This is happening to my girlfriend right now.
She sent back two refurb samsung mystics in the same box. Both original boxes had those faulty shipping labels. SHe affixed one of them to the box and put both in one box, AS INSTRUCTED. They don't work on usps.com.
And the numbers don't work on
http://www.tracking.smartlabel.com/Default.aspx either!!!
They said they never got the phones.
AT&T wants $500 from her in 10 days!!!!
Tomorrow im going to usps in person. (i know its probably not going to be worth it)
Then im going to AT&T in person. (again, probably not worth it)
After that, maybe ill file a claim the Better business bureau, consumer affairs, email the president of ATT.
After that, im lost. Does anyone have a solution???
Please help me.
kreiss97sp@msn.com
Left by BIlly on Feb 13, 2011 11:49 PM

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I dropped my return phone at post office on Feb02, 2011. Same day post office has scanned it and updated as "Picked Up by Shipping Agent, February 02, 2011, 1:34 pm". After that USPS is not responsible. When I track with smart label tracking it says "Not Received" even after 3 weeks. I called customer reps many time they told me to wait. How long should I wait. Now they are telling me to pay "$500" full price of the phone. I am really upset with ATT. I am thinking of spreading this fraud in Twitter. Many companies taking serious when it is getting circulated in Twitter. What do you guys think?
Left by Gary on Feb 21, 2011 7:54 PM

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Im so upset with AT&T craps shits,i ordered 2 iphones 4 on the 4th of this month and "they send it to me" with a wrong address i call costumer services and they told me not to worry about it maybe ups can looking for my address at usps,i wait another day and i check on my status online and i find out that my packets was return by sender!! and i was like but this person told me to wait until ups looking for my address so i call at&t again upset about this and they told me to wait until my packet was return it to the warehouse so i wait again and today warehouse send me a email saying the they allready got my packet but i need to wait 5 to 15 days more so they can refund any charges!! i pay 480 dls for my phones i agree with the contract so no phones??? im so super upset really i can belived a company so big like this one does'nt care abour services and costumers i just want my money back......
Left by Jasmin on Mar 10, 2011 10:53 PM

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I ordered an iphone on the 19th of march and was charged 100.00,i have yet to receive it, i called att. and told them i never received the phone and they claim i did.well i called the post office and they stated that they never even received this package..now att wont refund my money for a phone i never received and im stuck with a two year contract for a phone i dont have.and out 100.00
Left by Guadalupe Montantes on Mar 29, 2011 4:49 PM

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The smart label tracking is an absolute JOKE!!!!
You can't even track your return to ATT. Then they threaten me that I'll be charged 100-150 for a broken back of a phone that the whole phone only costs 39.99. That too is a JOKE!!!!
Supposedly they are looking into it and will let me know next week.
Left by Bernice on Apr 04, 2011 10:28 PM

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I'm having the same issue. I sent back two modems on 4-4-11 via a smart label to the post office and one made it back and the other didn't. I have spoken with AT&T, UPS & USPS Postmaster. The Smart label is a USPS tracking code. But it only shows that it was picked up by an AGENT and nothing else. I had to go back to AT&T to find out which agent, and finally found out that it is UPS that picks up the packages. I called UPS and they couldn't give me any information because it has to have a 1Z tracking number. I asked all of them how the 420 smart label would transfer to UPS and what would the tracking number be and UPS couldn't tell me that. My modem is now in the black hole. What a JOKE! AT&T is a piece of work and by the way Direct TV is too.
Left by Shawn on Apr 26, 2011 2:46 PM

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I had a similar problem with AT&T and Smartlabel. I had a problem with a Microcell tower. So they sent a replacement package. The package included a Microcell device, a page with tracking number from Smartlabel, which you cut the bottom of and keep inside the return box, and a sticky Smartlabel shipping label that you stick on top of the box. I put the old device in and did as instructed kept the lower portion that I cut of the page in the box and put the sticky label on the box. I then drove to a postal office and give them the box and then left. Of course, I still have the upper portion of the page which has all information such as smartlabel tracking #, order #, …etc


After more than a month, I found out that I have been charged $200 for un-received item (the item itself only worth $50). I called AT&T for more than an hour and they asked for the tracking # and then told me that the shipping status is “not Received” (they depend solely on www.tracking.smartlabel.com to check the tracking number which doesn’t provide anything just “not Received”) and they told me that the charge is valid and advised me to go check with the carrier which it was USPS. I went to USPS postal office and I provided the tracking number (smartlabel) that I was given by AT&T. USPS told me that the tracking number is not recognizable by the USPS system. I talked to a supervisor in USPS and he told me the same and explained that the number is not one of USPS’s tracking numbers and they cannot do anything about it! (so I found out that it is not traceable by USPS).


I called AT&T again and went through the same thing and then they told me to check with USPS and I told them that I just came back from there and told them everything they said. At the end they said the charge is still valid and as long as they don’t see the status as “Received” from smartlabel.com then the charge is still valid. I told them that I fulfilled my part by doing what I was instructed by AT&T and the fault is not mine. I also told them that I haven’t chosen the shipping method and that AT&T is the one who chose it. I spoke with the warranty department and supervisors from that department but with no hope… They are indifferent about customers quitting service. I guess at this period of time they have so many customers to care about one... They should officially call it “AT&T customer enslavement” instead of “AT&T customer care”.
Left by Microcell disaster on Jun 21, 2011 6:05 PM

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I am having similar problem. I had upgraded my phone. I got refurbished I-phone which was not working. So, talked with customer service and they send a smartlabel to return the phone. I dropped the phone in USPS office at Denton, TX. I am waiting for more than a weeks. I am checking status regularly and it appears always that A T & T has not received the phone. I inquired with Newgistics, Inc and they replied that they have not received any notification from USPS that they have received the phone. It is very very frustrating. I called several times to A T & T and they always says that I need to wait one week more. I do not know what to do in this situation. Could you please suggest me how to get rid of this problem? I will be grateful for your help.
Left by R Shah on Jul 07, 2011 9:38 PM

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UPDATE - PLEASE READ

I have a solution for all of you especially you in the last comment since you are probably still suffering from it as well.

I solved my problem after nearly 2 months. How? do as follow.

You probably wasted so much time with customer service and they only tell you the same thing over and over without a solution. So here is the guaranteed solution for your problem.

Send an email to the CEO of AT&T. You will find his email if you googled "at&t ceo email". Send email to both of his emails.

In the email, explain your problem briefly in a few sentences. Next paragraph explain more in detail and that you have been contacting customer service over and over without a solution. The last paragraph would be explaining what you wanted to be done, what solution do you want.

DO NOT forget to include your name, account number, phone number at the top of your email.

Good luck and I am pretty sure you will get your problem fixed. This is how I got it fixed and only in three days from the email.

I am the guy who had a Microcell problem. I did as I described above, and next day someone called me from the office of the president of at&t. He went briefly over my problem and then told me that he is opening a case. Two days later he called me and told me that the problem is solved. They found the Microcell in the warehouse. He said it arrived just two weeks from shipping. It didn't get scanned correctly or something like that and they thought it was a phone. I never really understood the reason. Anyways, they removed the charges immediately. It was such a relief for me, so much frustrating through customer service who don't have any power or usefulness over cases like this apparently.

I hope your frustrations go away, too
Left by Microcell disaster on Jul 20, 2011 1:26 AM

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So I am a customer rep for att based at an inbound call centre in canada and all I can really do is shake my head. I don't blame you guys one bit. We are given minimal training and are put on the floor with very little understanding of many of the processes. Although we do not carry the financial stress many of you do, I will say that we too are very frustrated that we don't have the tools to assist you and I know for a fact that before I learned what I was doing was wrong I made many errors which probably led to situations simar to the ones on this thread. Just sucks fir everyone. Training needs to be longer and more process based so we fully understand things like this smartlabel process
Left by canuck on Jul 28, 2011 9:24 AM

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Wow that really sounds like a terrible experience with ATT. just speaking form personally experience, I would not buy a refurbished phone when all kinds of new phones are free with an upgrade.
Left by att cell phone upgrade on Aug 16, 2011 6:11 PM

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I should take box to the desk at post office and request delivery confirmation. I dropped my return phone to mailbox as directed by ATT. Now I am receiving text messages from ATT daily to return my broken phone. I already sent it out a week ago. Tracking site show "no record'. Looks like a nightmare coming...
Left by akresident on Aug 20, 2011 8:04 PM

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The tracking number on usps smart label for at&t is usually your account number and it will be listed on the receipt as tracking id. I hope this helps for future use but it seems as if youve learned enough! I too just got off the phone with at&t trying to cancel U-verse biggest headache. Over a month to only get a shipping label! I was on hold for over 5 hours between three days... they kept transferring me and passing the buck making me hold all over again..whew now my package is on the way back..hopefully this goes by easier so they can credit me...hahah good luck huh? ANYWAYS..at&t is towards the new world order. they are the biggest conspiracizers or however u spell that... look it up! stay away from i-phones i-pods i-anything..i think they will soon implode...
Left by Vanessa on Aug 26, 2011 4:09 PM

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Oh damn.... it looks like I am going to be dealing with the same bullshit you went through. This kind of shit pisses me off. You got a big corporation like At&t using a small unheard of tracking company dealing with their returns and you have to wonder why? I don't wonder it all... if they can't properly track it then they can't refund people their money. I'm calling every number you gave and ones I looked up myself and I will not stop till they refund me my money.
Left by Rachel on Sep 03, 2011 7:02 AM

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I am a similar situation as the one you were in. I had a damaged phone in which I filed a warranty complaint. At&t sent me a new phone with a prepaid label to send it back. Three weeks later they have no idea where my phone is. I'm furious! They are threatening to charge me $400 for a broken phone that I do not have that I sent back using THEIR label. And they gave me the same crap about calling the mail service and gave me some tracking number to use, but I couldn't remember if it was u.s. mail or UPS. So I call them both. Neither one has any record of a package with that number. Now I am really mad. No one will tell me if I have any options or what they are. I have insurance on the phone but they won't tell me whether or not I can use it in this case. In case they don't know, they paid for the label, I shipped it off. $400 is grand theft and messing with someone's mail is a federal offense. Messing with the mail alone can get you ten years in prison. If someone doesn't find my phone soon I'm pressing charges. I would like it if you would testify your case for me as well...
Left by sydni on Sep 09, 2011 11:26 AM

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I am having the same problem with AT&T. I am currently awaiting the arrival of my return to their warehouse so I can get my money back to purchase a phone that will work. AT&T SUCKS!!!
Left by Mary Johnson on Nov 08, 2011 8:51 PM

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same exact thing happend to me
but i forgot to get the tracking number before isent it
do you think they will still credit me
Left by nathan on Dec 28, 2011 11:44 AM

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HA HA so I am not alone in my atempt at getting my smartphone replaced. I have been getting the run around for 3 weeks now. I lost my phone on Dec.15th, I called the number AT&T gave me to get it replaced with my insurence I pay for every month. So they did send me a replacment refurbished phone of the same model I had lost. Of course when I recieve this phone it is a piece of crud. It didnt work. I called the insurence company they said I needed to return it in the box it came in and put the smartlabel on the box for the return. Ok that has been over a week and a half ago. Still no phone, it has not even been recieved by the warehouse. And they say they have no idea where it is at. I asked what I can do about this, they said just wait it will show up.Now mind you I pay for alot of sevices on my smart phone, and I am now using a $10 go phone, so not only do I have to pay $190 to replace my phone I have to pay for services I am not using??? What kind of company is AT&T running?? Maybe they have just got to big to handel all of there customers needs... Anyway I still dont have any solutions and no one seems to want to help out, so I will wait for a couple of days and start some kind of action to get my phone or money returned...
Left by Robert on Jan 01, 2012 2:10 AM

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I am a victim of this same black hole bullshit my self. i drop my phone off at the post office 01 02 2012 .they said 10 days i waited 12 days nothing call and same thing we have not receive your phone yet.talk to 4 diffident, departments and no one at at&t has a dam clue.the label they give you is bullshit it does not work my phone is still missing .they charge our bill $400 dollars.thinking they would give us time to see if it show up,boy were we wrong they turn our service off 2 days later.and we have never been late on a payment now how can they do this.what happens if they lost my phone somewhere in their warehouse? at&t really sucks .can someone please tell me what i can do about this matter. like the other guy said i don't have a tracking number do you think they will credit us back .
Left by david phillips on Jan 27, 2012 1:31 AM

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I am having the same problem with a returned modem. Not only is there no sign of it at AT&T (even though I send it 2 weeks ago) but they have also closed our account and told us they couldn't even talk to us about our account anymore because they were sending our information to a debt collector. We have been trying to return our modem since we canceled our service in October! They led us on the worst chase ever stating that they could not give us a return label. We then took it to every UPS store in town (& so I also got to deal with some of UPS's awful customer service too) and none of them were properly set up by AT&T to return it. FINALLY got a return label! The guy even said it was weird that he could access a return label for me because they usually don't have one! So I was just grateful for that and returned it via SmartLabel with USPS. We called and stated we had returned the merchandise and would be more than glad to pay the remaining balance and be done with AT&T-you'd think they would jump on us willing to pay for service we never used. But nope, wouldn't let us pay a thing until the modem was in the warehouse BUT since they were sending us to a debt collector we wouldn't even be able to call about the modem. So basically, we returned our product and offered to pay our bill. Instead they are attacking our credit and making us pay $100 for the modem that we already returned. I'm all for doing something about this horrid excuse for a company if anyone has any suggestions. Google is filled with blogs, complaints and forums and none of these things have stopped AT&T in the slightest. The problem is that no one really knows how bad they are until they deal with it themselves. Maybe we can do a Facebook group with info and complaints that people can post. I know it sounds cliche but things spread like wild fire through Facebook when you invite everyone you know, and people actually pay attention..
Left by Nicole on Feb 01, 2012 10:47 AM

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similar situation I got. I returned the non-functional modem to AT&T through UPS store with the label provided by AT&T 2 months ago. Now they said they did not get the modem and asked me to give them the tracking number! I called AT&T a couple of times and could not resolve it. That is, they will continue to charge my account on that returned modem (installment).

What I think I can do next is I would switch to other cell phone carriers. In general I pay about $150 phone bill monthly (including data charge), so I decided, well, u can keep charging the installments of the $75 modem, but I wont let u stop to charge the $150 monthly wireless service. That‘s what I can do. 
Left by newton on Feb 04, 2012 1:51 PM

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When I got switched internet connection to Uverse I was told no extra charge and I do not need to do anything, only thing it will happen is that I will loose internet connection for couple days. Att &T came to the place and installed something without me knowing and charged me $283.00 made up pass code, e-mail address, security code, pass word, and contact phone numbers I do not know who it belongs to.
They made up whole contract without me knowing and I could not even talk to them because I did not know my pass code. I finally found the info inside the box lid they delivered the equipment in. I dropped the U-verse service and sent equipment back with Smart Label !!!!!!!!!. Att&T said they will refund the money when they recieve it ???? Now I am worried. I spent talking to them trying to fix the problem about 12 hours in last two months.
Left by joanne on Feb 11, 2012 1:37 PM

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The same thing happened to me. I was eligible for an upgrade. Bought the upgrade, a refurbished iphone 4. The thing arrived and had one of the edges smashed in. I spoke with somebody, told them that I needed the phone quickly for a job. The lady told me to return the phone via their packing label and us usps and it would take a MAXIMUM of five business days. I did EXACTLY as they said. A week goes by. Nothing. I call AT&T they tell me it might take closer to 10 business days. 2 weeks go by. Nothing. Three weeks. Nothing. I kept calling every week and they kept extending their estimate. Eventually I got them to reverse my upgrade so I could get another phone. THey finally relented. I went in to a best buy mobile retailer. Got another iphone 4 through AT&T. The service was so bad I literally dropped 75 calls in one weekend. I couldn't even contact an AT&T rep because my service was so bad. I finally went in. Spoke to an AT&T rep and asked if I could just cancel my service and go with another provider. They said would be fine. I returned my phone. They assured me there would be no early termination fee. I got a nice Verizon phone. No problems with it whatsoever. But! A few days later I received a $400 early termination fee. AND! They still hadn't received my original phone in the mail. I spoke with another manager and she said the early termination fee was an error (idiots!!) She also said that they had no record of my tracking number and couldn't find the phone in the data base. I'm still waiting to hear back from them as I've now out an additional $175 for the original iphone I purchased.

I'm so furious that I can't stand it. If anybody here wants to file a class action law suit, please let me know. AT&T cannot treat it's customers this way. If you're interested, let me know. I'll call a lawyer and contact the BBB and I'll post a notice in various places trying to attract more plaintiffs.
Left by Garbagefish9000 on Feb 15, 2012 8:00 PM

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I am having the same issue. I accidentally ordered an iPhone 4 and needed to return it for the 4s. I placed it in the box, taped it shut, affixed the included return USPS label and shipped it. It has now been 17 days and AT&T has no idea where it is! My old phone is completely broken and I cannot afford to replace the phone outright. I am so disappointed to see that so many others are having this same problem. I can't believe this!
Left by Josh on Feb 27, 2012 2:12 PM

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This is crazy. I am in the same spot as all of you. I sent back a sierra wireless in their package with their USPS label and they say they never got it. I did it step by step just as they said. They are now trying to charge me $300.00 because they did not receive it. Once this is done I will never use Att again.
Left by Barb on Mar 29, 2012 1:39 PM

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I have a similar problem. People, who had try to take over my ID earlier, tried sending me three AT&T phones and three to themselves, in new york. After contacting the police, about the ID takeover, I considered sending the phones back, using the supplied label. The package originated from Ft. Worth, Tx. but the return label was to Wasnington D.C..I recontacted AT &T and per their suggestion, with hand carry the units, to the nearest store. They should give me a receipt there.
Left by marshall michel on Oct 04, 2012 3:59 PM

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I just sent an AT&T phone back and handed it to the USPS person inside the building. Since they know me, I am hoping that I won't have the same problems as listed above. But it is 2 days since I left it at the PO, and there is nothing on line to verify the shipment. I've never had this type of problem with AT&T returns EVER. Can hardly wait to see if my phone ever gets delivered to the return people.
Left by Roxi on Nov 15, 2012 5:11 PM

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Same thing took everything to USPS it's been 10 days have checked every day and it is not received. This could end up causing me over $150.00, as it was returned equipment for a services I was not happy with in the first place. Customer service was either great and helpful or the complete opposite it was horrible. Back to cable service.
Left by Jody C on Dec 08, 2012 11:53 AM

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Tracking a return package with www.smartlabel.com can be difficult. I found out that the proper site is newgistics.com. Go to that site put the top number from your return label in the box. You should not have anymore problems. I don`t understand why they didn't give me that right web site from the beginning.
Left by free word on Jan 15, 2013 7:02 PM

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I am having the same problem with returning a damaged phone. I mailed it at the post office and the tracking number shows no info after 6 days. Looks like this is a problem for a lot of people. Maybe AT&T needs to look at this process and fix it. They stated they will charge me $400 if no received in the next 2 days
Left by Katy on Feb 10, 2013 12:13 PM

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Same $h1t, different day. Just thought I would add to this string of documentation. I dropped off warranty cell phone at USPS using a smartlabel (newgistics.com). 12 calendar days later and no record of it on newgistics.com tracking system. Only recieved one harrassment text from AT&T and called customer service and they added 2 more weeks to return deadline. Newgistics is no help. USPS said there should also be a USPS tracking code on the label. However, I didn't copy it down.
Left by Steve on Mar 08, 2013 1:37 PM

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Well am I happy I found all these complaints....no. I put my sons mobile in our mailbox last Monday and it's showing as not received on the newgistics.com site. I checked as my son just txted me asking when I had mailed it...he must have received something from AT&T this morning. So I am ready to play the game. We will be contacting customer service tonight. In the meantime, I am sending out info, about the 2 hours spent online, on many different sites reading complaints with the same issue. I am sending it to ABC 20/20 and any other programs that might have an interest on doing a story on this. They did the story on the fed ex delivers just throwing packages over walls, fences...one of them being a TV. WORTH A SHOT PEOPLE....If WE ALL EMAIL THEM.
Left by Diane Hayes on Apr 22, 2013 1:45 PM

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I put my sons mobile in our mailbox last Monday and it's showing as not received on the newgistics.com site. I checked as my son just txted me asking when I had mailed it...he must have received something from AT&T this morning. So I am ready to play the game. We will be contacting customer service tonight. In the meantime, I am sending out info, about the 2 hours spent online, on many different sites reading complaints with the same issue. I am sending it to ABC 20/20 and any other programs that might have an interest on doing a story on this. They did the story on the fed ex delivers just throwing packages over walls, fences...one of them being a TV. WORTH A SHOT PEOPLE....If WE ALL EMAIL THEM.
Left by Diane Hayes on Apr 22, 2013 1:49 PM

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I can hardly believe how terrible customer service is with ATT. I have ATT Uverse internet service. After one month my modem died, and I had to pay $107 for a new one. They promised that my account would be credited after the defective modem was returned. I returned the defective modem two days later. Well, after three months and about 8 hours on the phone with various different departments and customer service representatives, I have finally received the credit. ATT said that I did not return the modem. I had to provide the UPS tracking number and delivery date provided by a nice UPS employee who said that ATT had actually signed for the package upon delivery. I can’t believe I spent so much time trying to get my refund, but it was the principle. ATT has a serious issue with their business process. I talked to many customer service representatives over the course of this whole ordeal, and I almost felt bad for them. They are nice, but clueless about any other department except the one they work in. Even the managers were confused and had no idea how to solve my problem. If I had it all to do over again, I would not use ATT for any service. Next time I move, I'll be looking for a better internet provider!
Left by Stacey on May 01, 2013 5:48 PM

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Where to begin...
My doctor asked me why my blood pressure is so high, I explained my ATT 'return' experience, and after he got up off the floor holding his sides, I told him that I've always had low blood pressure, and that I'm a little concerned, what should I do?
He said, "there is nothing you can do with ATT, and you are one of many who are having health issues because of ATT"
I dropped ATT and I am going to try a different carrier...who knows, maybe my health will improve. But, I'm still waiting for ATT to let me know when the return has been processed.
Left by LB on May 23, 2013 3:11 PM

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I just dropped my phone off at the post office 2 days ago, today i checked the newgistics.com website with the numbet at&t gave me and it saying "not received". I got worried so trying to google the problem, and now i get even more worry that i'll have to deal with all of this. I'm planning to go to usps again tomorrow since it's only been 2 days i hope they can find out where my phone is.
Left by Quinny on Jun 05, 2013 12:23 AM

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i have sent t back lets see when i will get my phone because this one was not working they asked me to send it back and when they will recieve that phone they will send me another one hopefully i will get my phone
Left by hamza on Jun 20, 2013 8:38 PM

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I BOUGHT A SAMSUNG GALAXY ON MAY 31ST. LOVE THE PHONE UNTIL THE HOME BUTTON STARTED MAKING A STICKING SOUND" ON JUNE 29TH. CONTACTED WARRANTY DEPARTMENT THEY AGREED TO SHIP ME A REPLACEMENT PHONE. WITHIN THE SAME HOUR CALLED BACK TO HAVE THEM CANCEL THE OTHER AS I WASN'T COMFORTABLE GIVING UP MY ALMOST NEW PHONE FOR A REFURBISHED. RP TOLD ME ONCE ORDER WENT THROUGH IT COULDN'T BE CANCELED THRU THE SYSTEM AND THAT I WOULD HAVE TO RETURN PACKAGE AFTER I RECEIVED IT. RECEIVED IT THE JULY 1ST. ON THE 2ND CALLED AT&T FOR INSTRUCTIONS ON HOW TO RETURN PACKAGE AND WAS TOLD TO OPEN PACKAGE, PLACE RETURN LABEL ON BOX, KEEP TOP PORTION OF PAPER WITH "TRACKING" # RETURN BOTTOM PORTION TO BOX, SEAL, AND DELIVER TO USPS. DID EXACT SAME THING. PACKAGE WAS HAND DELIVERED. LADY LOOKED AT PACKAGE SAID "YOU'RE GOOD NO CHARGE" AND WAS ON MY WAY. 3 DAYS LATER TRACKING PACKAGE-- NO TRACKING INFO COULD BE FOUND. SPENT NUMEROUS HOURS EVERY SINGLE DAY SINCE THEN ON THE PHONE WITH AT&T REPS SAYING THAT I SHOULD "NOT WORRY" AND THAT THE PACKAGE WILL SHOW. I GO TO BED EVERY NIGHT AND WAKE UP WITH THIS ON MY MIND AS THE CHARGE FOR THIS PHONE IF NOT RETURNED WILL COST BE $600+. I AM VERY SCARED. I KNOW THAT I DID RETURN THAT PHONE AND IT WOULDN'T BE FAIR FOR AN HONEST, ALWAYS ON TIME WITH PAYMENTS CUSTOMER TO HAVE TO DEAL WITH SUCH ISSUES. WOULD HATE TO CANCEL MY AT&T ACCOUNT BECAUSE OF THIS SINCE I HAVE ALWAYS HAD GOOD CUSTOMER SERVICE PRIOR TO THIS. I DON'T KNOW WHAT TO DO AT THIS POINT. THEY BASICALLY TOLD ME TO STOP CALLING THEM EVERY DAY. I EVEN BROKE DOWN ON THE PHONE CRYING WITH THEM OVER THIS. IT IS NOW THE 17TH OF JULY. SUPPOSE TO GET A RETURN PHONE CALL FROM AT&T TODAY. WISH ME LUCK
Left by Frustrated customer on Jul 17, 2013 12:29 AM

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I just ordered a replacement device through AT&T warranty center for my galaxy s4. After reading all these I will definitely be getting my own tracking number when returning the defective device and requesting it be signed for. Let them try telling me it wasn't recieved and I will sue their asses!!! Two can play that game!
Left by whitney on Oct 09, 2013 9:22 PM

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Whatever you do, DO NOT allow Parcel Return Service via USPS (regular postal service) to return your item. ONLY
use UPS (with verifiable tracking numbers) to be used..
Even if you have to pay for the return - you will save yourself
MAJOR headaches..
Left by unhappy in florida on Nov 05, 2013 1:29 PM

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Whatever you do, DO NOT allow Parcel Return Service via USPS (regular postal service) to return your item. ONLY
use UPS (with verifiable tracking numbers) to be used..
Even if you have to pay for the return - you will save yourself
MAJOR headaches and aggrivation..
Left by unhappy in florida on Nov 05, 2013 1:30 PM

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I wish I would have seen this sooner. I sent the phone back after the insurance claim and it has been 21/2 week s and they are saying they have not received it. It doesn't show up when looking under the tracking number. I can't even get in touch with a live person through the insurance, I had to call AT&T and she had to act like she was filing a new claim to get a live person on the phone. Still nothing resolved. I know they are going to try and charge me some crazy amount for a phone that they say I never returned, that was mailed back on 12/23. So frustrating.
Left by Jami on Jan 08, 2014 10:49 PM

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2/8/2014. Same stuff. If they bill my card I am going to the state AG's office. I got my receipt. The tracking number starts with a 9 about 7 numbers into the "label" number. Class action suit time??
Left by Randall on Feb 08, 2014 3:07 PM

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Same story here. After going through 4 htc ones the warranty department shipped a new phone. We returned the old one through USPS using the provided label. The tracking number does not exist in the system. I have spoken with several customer service agents who assure me this is a very rare problem (yeah, sure it is), blame us for not getting a receipt when it was dropped off, and tell to just wait. Finally got a manager who seemed helpful, but now we are getting daily calls from both AT&T and some warehouse claiming we are going to be charged a huge fee (although they differ in the amount they say we are going to be charged. Fed up!!
Left by Debbie on Mar 13, 2014 10:23 PM

# re: AT&T what a disaster !!
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Wow this posted started in 2011 and it's now 2014 and the same thing is still happening! can't believe they're just let this go on! I actually sent back the device they sent to me through the warranty exchange because i no longer needed the replacement phone. Dropped it off at USPS on the 30th of last month and a week later started getting text and phone calls that ATT still didn't receive the device. I called and talked to about 4 customer reps last Wednesday night, from 8PM-12AM. First one transferred me over to the warranty dept and that rep was probably the rudest most unprofessional rep i've ever spoken to. She cut me off at every sentence when i tried to explain what happened and all i wanted from her was a tracking # since i didn't bother to look on the return label when i stuck it on and give usps my box. She literally said "that's your fault, you don't know how to do your job right, it's too late for you." I was near to tears by then. Called another att rep after that i told her what happened which she said she's appalled by...she couldn't give me much lead either until the last rep was at least able to give me a tracking # and reassured me i should just wait and it must be in transit. Of course, when I put this tracking into Newgistics.com it said NO TRACKING # FOUND. surprise surprise...last night Saturday i decided to call back again as i've read all the horror stories on this thread to at least get an exact address of which warehouse this is going to but the most info the rep could give me was that it's going to Fort Worth, TX and 2 warehouse ID#s...can't open a case with USPS w/o an exact address or a non-existing tracking # can i? She said she will forward my case to her supervisor and he/she will get back to me. I also posted a reply on ATT's community forum last night as well on a thread relating to this exact case and this morning a social media manager reached out to me but the end result's the same, you have to go to USPS and see if someone recognizes you or if they have some sort of log that states the box was shipped out...might as well get a security cam footage right? Just got off the phone with yet another rep and i wanted to try getting another return label emailed to me to see if that'll help me get a lead with what the return address was on this...but nope it just says smartlabel return service 56901. I'll go to USPS tomorrow and see if they "remember" me but it's probably a waste of my time. Let's see if this nightmare ever end. I've already drafted a letter to the general attorney as well as the better business bureau to be sent out if i keep getting pushed att to usps and back again...
Left by Lily on Jul 13, 2014 7:37 PM

# re: AT&T what a disaster !!
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Well I got bit also! My case is relatively the same. I sent my replacement phone back by USPS on 6/4/14. I have had numerous contacts with AT&T to resolve the issue. I am now being billed $579 for a device I do not have. I sent the device back as instructed by AT&T. The tracking number does not work. The postal department said they use a different tracking number than the one I was given by AT&T. The persons I talked to treated me as if I was lying to them and said it is my responsibility the device did not get to them.
If this many cases are arising, where are the devices going? Who is getting the devices? Looks like AT&T is making money off returns.
Left by LD on Jul 26, 2014 10:45 AM

# re: AT&T what a disaster !!
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Looks like we are all in the same boat...mine actually began at the local AT&T store. They are the most inconsiderate and down right rude individuals. AT&T had two stores here in our town. One of them closed down for whatever reason. I wanted to do an upgrade on my phone as it was time. They ordered me a new one and it was there in the store within two days imagine that. Took it home and had problems from the get go with it. It was overheating. I took it back to the store and they played with the sims card. Brought it home and that evening it froze up. I couldn't get it to do anything. I decided to return it. I did and they had me mail it. I tried to get the post office to let me do an overnight and they said no can do as they only have a tracking number. They need to have a physical address not just a zip code which is what AT&T only uses on those boxes. I had them give me a receipt with the tracking number. I mailed the package out on September 19, 2014. Here it is September 29, 2014. I mailed it from California and the last address it was in Sparks, Nevada and in transit to Fort Worth, Texas. I'm not sure how this is going to play out. I will keep you posted.
Left by Can on Sep 29, 2014 3:32 PM

# re: AT&T what a disaster !!
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Hello Everyone here is my update since yesterday at 9/29/2014.

I didn't mention it yesterday but I did use the website tracker Smart Label.
http://www.tracking.smartlabel.com/Default.aspx

This is really good as the Post Office doesn't update often. Anyway make sure you get a receipt from the Post Office with the tracking number. Then put that tracking number in the above website and you will be able to keep track much better. Make sure to write down the number the tracking service uses also just so you have the information. I wrote down the time and date of each transaction starting with my post office information. I know it seems like a pain but it's worth it. This way AT&T can't say anything. You have all the information you need right there. Now my phone has been delivered to Forth Worth, Texas to its destination as of 6:00pm. I will give AT&T a few days to get things right. Then I will check my account to see what has happened. I am glad to have all my ducks in a row. In today's time you need to be aware and informed. I will update again in a few days. :)
Left by Can on Sep 30, 2014 11:05 AM

# re: AT&T is a fraud!
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Very upset and frusterated at this point ..I woke up this morning with my service being disconnected due to a past due amount of $259.00 their charging me for a phone I sent back through warranty that they received and wrote in the notes that it was damaged to to.poor packagimg at the time of my disconnection I had a amount of $287.00 due so after talking to 12 people yes 12 people and spent more than 2 hours of my time explaining over an over why I have to pay for a phone that I sent back to them undamaged for them to say I will be receiving the phone back and I can do watever I want with it...1st of all I don't want a damaged phone back that I cannot use reason why I sent it through warranty and when I sent it it had no crack ive been a loyal customer for 11yrs and nevr had a problem before I'm very unhappy that out of 12 people not one of them could resolve the problem and told me to pay $547.00 to get my phone connected back on ..wish they could have delt with this issue better!
Left by Rose on Nov 24, 2014 5:52 PM

# re: AT&T what a disaster !!
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You guys we need to to the same thing customers did to Bank of America. Stop paying the bill. All of us at once see what they are going to do. I order an Iphone 6 Plus. I was so excited to receive my phone but what happened? AT&T sent it by USPS and it got "Lost or Stolen" and not they are trying to bill me for it. I have spend hours and hours of my life trying to resolve this issue and nothing "the phone is lost and you are paying for it" is all I get so I have no phone and I have to pay for it? Wait that does not sound right.
Left by Alex Trejo on Dec 18, 2014 2:09 PM

# re: AT&T (returns) what a disaster !!
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Clearly there is a pattern here.

I am experiencing the same problem others have described in detail. Despite having followed ATT's directions explicitly, possessing a USPS receipt, and having invested > 60 hours towards attempting to resolve the matter...the matter is not resolved.
I intend to file a complaint with the USPS Inspectors, as the USPS is likely taking the blame for process failures owned or managed by ATT. For anyone that has (or does in the future) experience difficulty in this realm, as practicl, you might *insist* on hand delivering the defective item to an ATT company owned or managed store. For those already caught up in the bureaucratic web, you can try writing to

attcustomercare@aft.att-mail.com . Good luck!



Left by Matt on Dec 24, 2014 5:56 PM

# re: AT&T what a disaster !!
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I am on the same boat as everyone. Does anyone have an update on their cases??
I have shipped my phone on dec.29 and its been 2 weeks already the website only says its in transit. Called usps and newgistics. called at&t but no one seems to care enough to help out. all they say is wait for it to show up in the warehouse but until then i have to pay for the charges for the at&t next.
Left by joyce on Jan 14, 2015 8:15 PM

# re: AT&T what a disaster !!
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I have the same problem to return iPhone 6 to AT&T. It's already more than a months but nothing happend.when I call att,they say if you do not return phone on time ,have to pay them $678.This is so frustrating.If you know anything please share.
Left by Adhikari on Mar 11, 2015 4:19 PM

# AT&T still a disaster 2015 !
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I am reading all these issues with returned phones etc to ATT going back to 2009. It's now 3/2015 and ATT still have similar issues with returned equipment using ATT returned smart label and instruction etc. I have spend over 60 hours on my non- receipt returned iPhone 6 plus with ATT , first as the pkg was being dropped off at the post office, than picked up and scanned by shipping agent Newgistics and finally delivered to ATT Fort Worth, Texas. Inspite of all these info, my account was still charged $800 for non receipt by ATT and spite of the complete tracking record and my receipt from the post office. My charged was finally reversed by ATT supervisor after exhaustive phone calls and the supervisor verifying my tracking information etc But just when I think it's all over, just like a Friday the 13th movie here comes a Darth Vader supervisor who placed a bizarre call to me in so many words shoved all his accusation down my throat by calling me a liar etc and that he has evidenced the iPhone is still in use and linked to me. For all that reason, he is going to reverse my credit on the iPhone. ATT please take note ! Your employee name is Joshua Warner ATT#TZHPF32 who sounded more like somebody working for a collection agency than in ATT customer service who by the way are still communicable on client's concerns. The new ATT has no room for such employee !
Now I have to start my calls to ATT all over again to resolve this issue and each time reminding myself that there are nice people in this world and to take all these abuse on a non receipt iPhone.
Thank you for reading my complaint on ATT.
Left by Henry Gan on Mar 16, 2015 10:05 AM

# re: AT&T what a disaster !!
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I to am experiencing the same problem with AT&T. I have sent a phone back to them in Jan. 2015 with a shipping label that was sent to me per AT&T. I am now being told they do not have the phone nor can they track it. A local AT&T store manager told me they could track the phone with the label they emailed me. I confronted AT&T about this. I have spent hours and days trying to get this resolved. I was told by Brittani with AT&T that there is not a standardized placed that these returned phones are logged in. She said it could be a multitude of places. She was going to call me back the next day and I have never heard anything. I then called later and talked to someone else who created a case # to research where the phone has gone. A few days later I get an text from AT&T stating the problem has been resolved. I assumed they found the phone; however, did not remove the fee from my bill. I then get a text stating I need to pay the remainder of my bill. I called them today to be told the phone has not been found. I requested to talk with supervisor. Nathan with AT&T had me on hold approx. 30 minutes. Came back and told me that the supervisor suggest that I call USPS to see if they can track the shipment. I have been loyal to AT&T since the Iphone first was introduced. They have never had issues with me in the past. They refuse to make this thier issue. I see that this is happening all the time. I honestly think they have the phones and are just collecting money from people because there is no way to track it. I am fed up with them and their lies and descent. I think we need to take a stand against them.
Left by Naome on Mar 24, 2015 5:51 PM

# re: AT&T what a disaster !!
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After reading these post I can see I am not the only one! My wife had a new iPhone returned to her after hers was broken. She had insurance. She also has MS and can not deal with all of this so i am the contact person with att in this matter. We did it by the book and sent the damaged iPhone back the next day ( over two weeks ago ). We get calls saying they never received the phone. So I tracked the phone with the number provided from the packing slip. No number exsist! I called AT&T over five times. They see the tracking number on their end but they as well, see that it's a non exsistsnt tracking number. I call and finally speak to a rep of the third party company who deals with the returns for AT&T. They also tell me, as I see in these post, that it's my responsibility to call the US postal service. I'm not sure but I thinking why would or could the post office have that tracking number as its not their tracking number. So today I read forums in AT&T...I sign up for the forum and wrote a letter to a AT&T rep. He has returned my email and I again gave him a thorough explanation with the tracking number... Obviously having AT&T use this "third party" company has developed into a nightmare for many people...I hope that this isn't intentional, perhaps on the third party's company, in getting consumers who've done it "by the book" to be forced into buying a phone that they had insurance on which has been "lost". Good luck to everyone...Ralph
Left by Ralph on Mar 25, 2015 12:01 PM

# This may help
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After having major issues with the return system as described above I went to the AT&T store...a very sharp girl there went to the www.tracking.smartlabel.com site.
What she did was to click on the "smart label" link and not the tracking link...she put our return tracking number in and it responded saying it was on its first leg of transit ( which is odd as I mailed it 15 days ago ). However once doing so, it brought up another different number. So I took a snapshot of this and sent it to a person at AT&T who is a social media manager who ive been in contact with and requested he send it along to the powers that be. I believe in this case the warehouse. This may be the answer, hopefully, as it seems I have been, along with over 5 AT&T employees, putting the long return tracking number in a wrong area.
Left by Ralph on Mar 25, 2015 3:19 PM

# re: AT&T what a disaster !!
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2015 here. Same issues as the original 2009 poster. Glad I found this string -- got a couple tips here I'll try. If there are any other updates you can share with suggestions for resolving, I'd be very grateful. Also curious what carriers people are with now as I'd like to jump ship before I begin the process of refusing payment on this and wondering who the lesser evils (of companies) might be. If anyone would like to make a bigger issue out of this, I'm in. Sounds like grounds for legal action.
Left by J on Apr 18, 2015 2:09 PM

# re: AT&T what a disaster !!
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Six years later, we're also having the same issue as the original poster. What a joke. We mailed a defective phone back in NOVEMBER 2014, and it's almost May, 2015, and the phone is still "missing". We've contacted AT&T multiple times about it, with one customer service rep actually telling us she was able to see the phone was in transit to their warehouse on her end. The phone has never shown up on the Smartlabel tracking website, and our only proof that we mailed it is a drop off receipt from USPS, which shows it going to the main USPS shipping center in our state and it hasn't updated since November. Thank goodness we have that or we'd be dead in the water.

We opened up a warehouse escalation case in late December; never heard back from AT&T regarding it even though we followed up with them about it in January and were assured someone would contact us. We were in the middle of a cross country move and busy with "real life" so we didn't have time to pursue it further until March (our bad, we know). We sent a letter to the address on the AT&T bill for written correspondences stating that we were disputing the charge; they received it and four weeks later still haven't responded. They were however kind enough to refer our balance to a DEBT COLLECTOR. We coughed up the $599 ($584 for the phone, $5 late fee, $10 processing fee) in hopes to prevent it from showing on our credit report, which by the way will stick around for 7 years. Great little gig AT&T has going; either you pay us now or you'll pay later with the interest rates you'll get for your mortgage, your car loan, etc with negative remarks on your credit report. Oh, and since employers and land lords also run credit checks that will be a fun one to explain too. We're now hoping to get a refund (haha, I know, but we can at least try) from AT&T and will start getting the FCC, BBB, and other consumer protection agencies involved shortly.

We were so fed up with AT&T that we paid over $1k to get out of our AT&T Next contract and switch to Verizon. To have them charging us an extra $600 for a phone we returned is mind boggling, especially when this issue has been going on for SIX YEARS and we followed their return instructions exactly.

For anyone reading this, I'd highly recommend you get a drop off receipt when you hand your phone over to USPS (or better yet, try and get AT&T to do the return in one of their stores so you're not responsible for mailing anything), document and keep copies of EVERYTHING, and if it's been less than 100 days since they added the missing phone to your bill and your phone is still "missing", I'd recommend going ahead and filing a bill dispute in writing with AT&T. From their Wireless Customer Agreement:

IF YOU DISPUTE ANY CHARGES ON YOUR BILL, YOU MUST NOTIFY US IN WRITING AT AT&T BILL DISPUTE, 1025 LENOX PARK, ATLANTA, GA 30319 WITHIN 100 DAYS OF THE DATE OF THE BILL OR YOU’LL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO PARTICIPATE IN ANY LEGAL ACTION RAISING SUCH DISPUTE.

Wish we had read the fine print sooner rather than later (isn't it funny how we agreed to this in store by signing with our finger on an iPad without any of this being explained, and AT&T just "forgets" to put this on their bills and ignores disputes sent to the correspondence address they do list on their bills?) as we're to the point where we'd like to start researching legal action against AT&T, but we apparently have waived our legal rights by waiting patiently on AT&T. The way they do business and treat their customers is insulting and unethical.
Left by Sarah on Apr 27, 2015 7:54 PM

# re: AT&T what a disaster !!
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I agree 100 %. My issue with At&t is I started with them in 1999 when they were Cingular in California, there was no such thing as roll over minuets and I was paying $200 dollar phone bills, so I asked them how can I stop this over charging with a 400 minuet peak service plan and nights and weekends free. After telling me more times than I can remember to upgrade my plan, eventually they said well why don't we give you 200 more minuets and I said, for how much and they said free. So after paying all of these over inflated bills they decide to have a heart and give me more minuet when they could have done this from the start. 2015 still with AT&T I finally decide to upgrade, I agree on a LG Expression 2 and didn't like it one bit. So I returned it, but left my SD flash in it and I realized the next day and called them. They said oh no problem we have to wait until it is received at the warehouse and we'll have them return it to you. I said I will gladly pay for the shipping. Well they have had the phone for weeks now and at least 5 representatives have told me this would be no problem, and then a supervisor said there is no way we can do this we don't even have contact with the ware house in Fort Worth Texas. I told them If I didn't return that phone you would be the first to tell me you were going to bill me for that phone, so don't tell me you don't have contact with that warehouse and still today 4/30/15 No flash drive. They offered me a replacement and that was just today. well the hole point is the flash drive cost about 30 dollars petty I repeatedly told them it was the info on the drive that I need very much. So it is very evident they could give a rats *&^ about any customer. And more so that flash drive went into so workers pocket which proves they have dishonest employees. They have giving me three different prices for the same plan, truly they need to get there company in line or get out of the market. T mobile is moving in.
Left by Charles Horton on May 01, 2015 12:18 PM

# re: AT&T what a disaster !!
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I had the exact thing happen to me after I returned my phone 6 days after I received it, 14 days is the trial period. I myself tried to track my package for several weeks after I returned it around February 20th. Finally get a lady at the post office that says the return label with tracking number on it does not belong to USPS, she also says she is familiar with other tracking labels such as UPS and FedEx as sometimes people accidentally send those with the wrong carrier service, and this label doesn't belong to them either. So I finally get in touch with a descent person whose willing to help at at&t, she tells me they have the phone. lol. However they received it like a month after I sent it. Regarless its May 13th today and I still have a $740.00 balance on my at&t account login which I still use to pay for my internet. They have already sent it to collections, theyve moved me up to a high priority case, idk. Do they have ferrets processing things there or what, I dont understand what takes so long and why they are trying to screw people over. Dont get a phone from at&t, dont get anything from them, its a horrible experience.
Left by Steven Johnson on May 13, 2015 4:18 PM

# re: AT&T what a disaster !!
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Unbelievable: AT&T sucks. I returned a broken brand new i phone6 to the with their label and they say it has never arrived and now they are charging me 750 american dollars. What a scam, I asked before i sent it if they want me to DHL or FEDEX it, they said use our label. I did and now I'm F%@$ed. Thank AT&T. YOU SUCK.
Left by Larry P on May 19, 2015 3:39 PM

# re: AT&T what a disaster !!
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I'm having a similar issue...only my phone replacement was never delivered to me. I have spent approximately 8+ hours on the phone to figure this out. With FedEx and AT&T. The phone had been activated so they weren't going to allow me another phone. I would have to file another claim...which would mean another $200 deductible. I was ready to cancel my service. I am ready to just take a hit on my credit and go to prepaid again. Well, I pay the $9.99 for the mobile protection pack which includes locating a list or stolen device. Nobody from AT&T offered to do this for me. I called after being so discouraged to just simply ask why nobody offered to try locating this phone, mind y'all I am in tears and so tired of trying to justify myself to so many people who don't care about anything but getting you off the phone, I told the man I spoke with there was nothing he could do for me but I just wanted to know why nobody offered to attempt to locate this phone. He said he could not say why nobody offered the service but he wanted to help. I had heard this from probably 10 people today alone. I had been told I had received the phone, I had signed for a phone, and activated it. I asked for call logs, I asked for them to check MyATT app information and to please show me this signature. I was hung up on, transferred while mid sentence. I have been abused as a customer. But I sat waiting with this last rep while he looked into my account knowing in my heart I was about to have to pay $1200 for a phone I did not have and that he was wasting his time even making an effort. 30 minutes I just hung up. It was pointless. Well, I call FedEx and have made arrangements to meet the man who delivered my package and his supervisor in the morning. My only shot is having them to help me prove I haven't received this phone. After I'm off the phone with FedEx I receive a phone call. It is the last rep I spoke with. He had his supervisor look over everything with him and they find that the phone had been activated. But not on my account. I'm hoping this turns out better in the next few days. I have been without a phone for 3 weeks. I have been able to read a lot here today and I know I am not the only person dealing with "the man" and if I can't fix this problem...well, hit my credit. At this point I think I will be better off. Less stress.
Left by Angela on May 31, 2015 8:37 PM

# re: AT&T what a disaster !!
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An update for my previous post on 4/27/2015 regarding the warranty exchange we mailed back to AT&T in November, 2014 that went "missing":

We actually got a refund from AT&T! It's a miracle!

We had given up on ever getting our money back, but after sending a second dispute letter to AT&T with no response we got tired of waiting and filed complaints with the FCC and BBB. Lo and behold, the day after AT&T was served a copy of our complaint from the FCC we got a phone call from an ever so enthusiastic and apologetic (sarcasm) AT&T representative. He told us he would submitting a request for a refund, but was doubtful it would be approved. The next day he (gasp!) actually called back as promised and (double gasp!) informed us AT&T would be sending us a refund. We received the check on June 13, 2015, more than seven months after this adventure began. It's amazing how promptly AT&T responded to the FCC and BBB complaints; a battle we'd been fighting for nearly seven months was suddenly ended in less than two weeks. They only refunded the cost of the device and not the $5 for their late fee or the $10 processing fee we paid the debt collector, but at this point we're through dealing with these slime buckets.

The only "apology" we got from AT&T was one sentence at the end of a letter they finally sent us. It took getting a governmental agency involved before they even had the decency to give us a call back, and when they did finally call us back the implication was that we had never actually sent the device back in the first place! What idiot would keep a phone that they MIGHT be able to sell for $100 (assuming that, you know, it worked. Which ours didn't. Which is why we got a warranty exchange in the first place!) knowing they'd be charged $600 for it? Does AT&T really think we'd spend seven months and hours of our time if we'd only been pretending to send the phone back? Please.

It makes me wonder if AT&T's policy is just to ignore complaints and hope that people finally give up. I can't begin to imagine how many thousands of dollars this company has collected from people due to these "missing" devices. You'd think a company would be smart enough to add insurance to their mailing labels when the box contents are regularly $500+. Ah, but then I guess they couldn't collect from their customers when those boxes go missing.

For those in a similar situation to ours: KEEP FIGHTING BACK!

Keep records of everything! Start a running time line of events and make sure to include dates you call and who you spoke to. Send any letters with signature confirmation so you know they got them. Dispute your bill in writing to AT&T's 1025 Lenox Park, Atlanta, GA 30319 address and the address on the back of your bill for written correspondence for your billing area. Report AT&T to the FCC, the BBB, the FTC, your state's Attorney General, any type of consumer protection agency you can find. Make a stink on the AT&T online forums if you want. If that doesn't work then research taking them to small claims court! It's YOUR MONEY. You shouldn't have to bear the financial burden of AT&T's moronic mailing system when you did everything you were told to do.
Left by Sarah on Jun 13, 2015 9:06 PM

# re: AT&T what a disaster !!
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I had a similar problem with ATT on a iphone 6 plus exchange for an Iphone 6. I had used the Att packaging and mailing label and kept the USPS mailing receipt. I was asked by ATT in the beginning to followup with the USPS and their shipping agent Newgistics when they couldn't locate the iphone. Both parties showed delivery of the iphone in their tracking system. Yet ATT still billed me for $800. It took me about 100 hrs ( incl waiting time ) on the phone talking to over 50 representatives and 3 months before they found the phone and credited me the $800. Since I had enough of ATT and that I had a family plan with them, I ordered 3 new iphones with ATT and switched over to Tmobile for the Early Termination reimbursement. Now I am finally able to smile again and have been "very happy" with Tmobile.
Left by Henry on Sep 02, 2015 3:54 PM

# re: AT&T what a disaster !!
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This is exactly what happened to me and can hopefully spare others from the stress and anxiety I was experiencing.....

My package (that was dropped off to the post office) was listed as "not recieved" on the tracking website. After days of wanting to rip my hair from the roots, I managed to find the newgistics corporate number 877-860-5997 and asked to be transferred to someone who can help me with a missing package. After providing them with the smartlabel tracking number, I was given the actual USPS bar code/tracking number. I was told that the post office DID indeed accept my package and that something happened to it while in their care. I put the tracking number on the USPS website, it showed proof that I dropped it off....gave this info to AT&T and they ultimately refunded the 799.00 charged on my bill.

Please, anyone having this same issue...call them and ask for the USPS corresponding tracking number!!!
Left by Suzy M on Sep 04, 2015 2:23 PM

# re: AT&T what a disaster !!
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Absolutely the worst system I have ever seen. I returned my phone and as I tracked it I watch it sit for days at a time. No movement at all. Was told that it was in the facility but would not be sent to ATT "until the bin was full". I asked for an estimated time or day (after all they were only approximately 24 mins. away from the ATT facility) and I was told they did not know. My package sat there for 5 days!!! I would rather have had the address and paid to send it myself!!!!
Left by CheriC on Sep 11, 2015 2:00 PM

# re: AT&T what a disaster !!
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I found this site like most people probably did: after doing a Google search in response to AT&T's substandard SmartLabel phone return process. I wish I had seen this earlier, but at least I have learned a lot. Unfortunately, I dropped my brand new (non-defective!) iPhone 6S into the large parcel box at the Post Office in Los Angeles (didn't know a receipt was possible) 4 days ago, and as far as the tracking system is concerned it has never appeared in the mail system at all. The AT&T rep told me about both Newgistics and USPS tracking numbers, etc., but what is the point if they aren't used? And I had no idea these packages were held at some intermediate station until a third party carrier picked them up...that just adds more opportunity for loss or theft. My exchange is back ordered for several weeks and that isn't such a bad thing because it sounds like I'll need every bit of that to resolve this return. nightmare. I'm hoping I don't regret my decision to return this. I will try to remember to follow up.
Left by RJ on Oct 17, 2015 5:53 AM

# re: AT&T what a disaster !!
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I have a similar issue with AT&T uverse. One of our cable box stopped working so they sent new one with return label for broken box. I've put in 4 or 5 calls in last few months & they still can't find the box. One person actually told me that they received the box but it will take 2 to 3 billing cycles for credit to appear. But when I called again to follow up, the box was not received again. So they flat out lie to you. They are trying to charge me $150. When I said ok I will be cancelling my Uverse service, the lady sent me to their retention dept. And the guy in that dept had an attitude saying, Retention dept is not a Miracle dept. We can't do anything about that. Cancelling Uverse & complaining to Consumer affairs.
Left by IM on Oct 30, 2015 3:33 AM

# re: AT&T what a disaster !!
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I am so mad, how can at&t do this to their customers.

My phone wasn't connecting to the internet and at&t didn't have any in stock so the 'new' phone had to be shipped to me. I was at the At&t store on the 12th of October 2015 and the 'new' phone was suppose to arrive at my door step the next day or the day after. Nope I received my phone on that following Thursday. Okay no big deal. On 17th of October I mailed off the 'broke' phone and I got a receipt from the post office for proof that I sent out the package. The tracking number they gave me doesn't work so you can't track your package. I got a call from at&t telling me that they haven't received the package, that was on 2nd of November 2015.

I went to the At&t store to talk to a human,and they gave me a number that I can call. I called the number and the lady was really nice but she wasn't any help to finding the package. I asked her "Will I still be charged for the phone even though I have proof that I sent it out?" She told me 'yes'. That is not right, so I go to the post office and they tell me that someone had came and picked the package up on the 19th of October.

So how can the package not be at the At&t place yet when it is almost been a month since I mailed the packag? They should invest in another delivering method because this is ridiculous. So many people complain but they do nothing about it.
Left by Holly on Nov 05, 2015 12:40 AM

# re: AT&T what a disaster !!
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I am having the same exact issue. I returned my warranty replacement phone using the smart label they provided. I handed to the person at the post office about three months ago. Now I have a charge on my bill for the phone they say was never received. I called to complain, after being bounced around from one person to the next, I was told that nothing could be done and I have to pay. I have called them three days straight, gone to the post office and called the USPS customer service line. No one can offer any explanations of where the phone is at this moment. They know it is not being used but they say unless I provide prove that I have the phone to usps then I have to pay the full fee for the phone. This is insane!
Left by Indira on Dec 15, 2015 9:37 PM

# re: AT&T what a disaster !!
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Wow, I can't believe how many people have the same issue as me. I returned my 2 iPhone 6 phones to AT&T on September 20, 2015 and as of today (Jan. 11, 2016) They still don't show either phone was returned and can't track it (Convenient). They turned off both phones on my account and refuse to turn them onto until my account is paid on full. This is BS. I've spend 50+ hours on the phone, countless emails, texts and transfers and no one can help me. I looked into a lawyer and it would cost more than I owe. Anyone have ideas?
Left by Josh on Jan 11, 2016 5:56 PM

# re: AT&T what a disaster !!
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Same here lost my phone. No way to track it. My fault. Now just got a collection notice. Unbelievable. I'm not paying for the phone that I sent back. 3 days later I returned another one as well they got that one though. I've been a customer since 1989 back when it was Illinois Bell. I turned off my phones not that I had a choice they charged me 600. I've returned many phones over the years. I have paid all but the replacement phone early termination fees etc. But will not pay for the phone. I cancelled my internet and DirecTV since it was all bundled and just took the hit. What horrible customer service and seeing that this happens often is absurd. I contacted some corporate email and some woman called me only to basically call me a liar and a thief. I filled a police report and asked them to report it stolen. They refused finally they supposedly did but when I contacted asurion since I had insurance they told me they had no record of me. So they screwed me out of even filling a claim.
Left by Cheryl on Jan 18, 2016 9:33 PM

# re: AT&T stole my old phone and charge me
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I am having the almost same exact issue.
I did upgrade my iphone AT&T asked pay $300 and back old iphone to them.
I did everything they said. But They sent back my old phone and said it is not right one...I have no idea I just get iphone from AT&T who else?(Maybe they forgot my phone was replace with warranty because of damage.)
They backed my old phone that I realize maybe I forgot put my password to clean up old phone and Send it back to them...

1-They charge me $250 for old phone.
2-They keep my old iphone ....

It is bad! They stole my iphone.
I called them a lot but everytime no one want deal with me.
Left by Yoshi Oyamada on Feb 11, 2016 11:06 PM

# re: AT&T what a disaster !!
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↑If someone(Lawyer) can help me Please let me know
apluskarate@gmail.com Yoshi Oyamada
Left by Yoshi Oyamada on Feb 11, 2016 11:12 PM

# re: AT&T what a disaster !!
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@ Yoshi:
ATT did something similar to me, saying they didn't receive my phone in due time. I received their txts saying they had to receive by a certain date or I would be billed $299. I mailed it way earlier. i called 1-866-429-7222, spoke to their customer service agent. Told them when I mailed the iPhone 6+. She stated the phone got sent back to me because they received it late. I said it was impossible as I sent before the the dates stated in the text. She said she checked my profile and they never sent a text with dates when to send back the phone. She said she could not do anything. And that it was close to 3 months. (new device was purchased on 12/28, mailed by within 2 week of january. And the date the call was made was 2/23 ,the date I got the old device mailed back) . I told her to check her math as it has been close to 2 months since I bought the item and factoring the grace period of mailing back old device, how can she calculate 3 months. At that moment I got her ID # (not her name) and said to give me a supervisor. I was irate, but remained calm/professional. I waited 40 mins for the supervisor. His name was Antonio Whiteherse, he now stated that ATT did send the texts with when device was due. He said the issue was with ATT, as when they received it and should have processed it, but instead mailed it back to me.He said he would credit me the full amount, and to this time drop the old phone at a corporate store. Hope this helps you in any way.
Left by Derek on Feb 23, 2016 9:51 PM

# re: AT&T what a disaster !!
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My mother is having a issued with all the people at customer support. My mom spoke with several people and even an manager. She cancelled her line and she called again to let them know if she could return her phone because shape did not wanted it. The lady said you could buy you did not retuned the phone with in the 14 days period once you cancelled it. My mother told the lady that no one told her she could return the phone the reason my mom found out was because my oldest sister to happend to work for a company 2 years ago knows the process. The lady told my mother to hold on, so the the lady told her she could return the phone. My mother went ahead and return the phone she got the tracking information. Weeks pass by then she received a message saying she needs to pay for the phone. She's been back and forth she speaks to different representatives they all say different things to her that they don't have the phone, she needs pay for the phone. I call today and the person said they don't have any records in there systems that shows someone told her to return the phone. After I told this person that I would like a copy of there notes that shows the dates and the hours my mother spoke to them and what had been said. He said he was not allowed to do that. Then he said thank you very much and game me he's name as Chris and he's last name he did not said. He hang up the phone. My mother is looking to talk to a lawyer and to get this issue resolved. I would like to speak to the CEO of the company because no one should be treated this way. This company is full of money! And they act like we are bad people. When they are bad they need to fired all the customer support team and managers and get serious people who would solve problems.
Left by Ruby on Apr 01, 2016 5:02 PM

# re: AT&T what a disaster !!
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I returned my I pad Mimi 2 & I6S plus phone (never used in original packaging) with ATT return smart label at local post office 4-8-16. ATT credited me with only the mini pad claiming I6 Plus was not in package. My postal receipt recorded package weight as 2lbs 11.30 oz. confirming everything was in the box. ATT case worker advised me ATT still plans to charge me for the phone $956.99 with tax (monthly installments of $28 I will be held to a 2 yr contract. I just fils a fraud complaint with USPS. Iplan to then file a complaint with BBB, http:www.consumer.gov, & http:consumer affairs.com/php/a-report.phb
Left by Linda on Sep 04, 2016 10:11 AM

# re: AT&T what a disaster !!
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I'm experiencing the same thing. Mailed back the device on Dec1,2016 in it's original box and return label ( smart label ) in USPS which provided me the label/tracking number. When I checked the status online, the parcel was already tendered to the return agent on Dec.2, 2016. Up until now, At&T has not received the device and I' m being charged for the phone that I didn't even activate and a service that I'm not using. Customer service couldn't even help me with this. It's getting too stressful and inconvenient considering the number of hours that I spend talking to customer service reps. Even went to USPS and spoke with the manager about the case. I was told that there's no way for USPS to locate the parcel once it's handed to the agent who takes care of AT&T returns. The problem lies with the return service company that AT&T designates and unfortunately, AT&T refuse to acknowledge the on-going problem. I have the USPS receipt that was scanned and record of the phone calls and customer reps that I spoke to. Even spoke with Newgistics who appeared as the return service agent who took the parcel from USPS, but denied that they have it and was advised to call AT&T's "retention dept" who can actually help me with the case. It's so sad to learn that AT&T doesn't care about their loyal and honest customers and issues like this gets unnoticed. Whether they receive the parcel or not, it would still be billed to the poor customers who are victims of this horrible and inhumane scams. Meanwhile, would definitely file a complaint to consumer affairs and BBB. Can somebody advise me what else to do in this case?
Left by Mar on Jan 28, 2017 3:55 PM

# re: AT&T what a disaster !!
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Mar, hopefully you're still checking this webpage. We went through the same situation in 2014/2015 and walked away victorious after a long battle. Here's my recommendations:

On your bill there should be an address to send bill disputes. Send a letter disputing the charge for the phone, as well as copies of all supporting documentation of your efforts so far to resolve the problem and prove your case. Include a date you expect the issues to be resolved by and tell AT&T you will be escalating to the BBB, FCC, FTC, etc. if the problem has not been resolved by then. Send it with a signature confirmation so you have proof of delivery and will know which employee signed for it. If you can find any other addresses for AT&T corporate (their physical addresses are very hard to find and we had two letters returned as undeliverable by USPS) also send them a copy of the full letter with signature confirmation.

If you haven't received a response from AT&T in the time allotted on the letter (they never responded to our multiple letters), then begin to file complaints with the FCC, BBB, FTC, your state's Attorney General, and any other consumer protection agencies you can find until AT&T takes responsibility for their moronic return system and stops trying to pass the bill on to you.

I highly recommend an FCC complaint as they allow you to upload a pdf of supporting documentation with your complaint, and we heard back from AT&T the day after the FCC served them our complaint. Be prepared for AT&T to push back; the man we talked to basically told us we were liars and had never sent the phone back, but be firm and professional and stand your ground until they drop the charge. It's your money at stake and you don't owe AT&T a dime. Why they're still using this system after 8 years of problems is a mystery to me.

Good luck!
Left by Sarah on Feb 14, 2017 12:31 AM

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