Steps to prove I returned equipment...

[shonadle]

I'm very frustrated right now.  I cannot believe the company's normal policy is to treat long time customers this way.

Back in April I purchased a new Att modem.  My old modem was having problems and I thought it better to be safe than sorry.  When the modem came in, there is a log to show I called as I didn't have some special code I needed to get that one online.

On April 30th, this "new modem" went out (way before the 30 days).  I called and the tech support guy verified I purchased it and sent me a new modem.  He then took steps to help me get my old modem (the one I originally replaced) back online so I can still access the Internet.

The new modem arrived.  Within a couple of days I returned the bad one.  I used UPS and kep the information. The delivery says that it was delivered and signed.  

On 5/26 I get a card in the mail saying that they have not received the modem.  I called and spoke to a Tootie who said there was absolutely nothing she could do to help me as it would take weeks before they would show the modem arrived.  (That's ridiculous to me but ok).  

Now I went to pay my June bill to discover that they have charged me for this modem.  On July 12th I called and spoke to Tyrone.  He said in 48 hours someone will contact me about it.

Now it's 48 hours later.  I didn't receive a call so I called.  I was told that Tech support has told Att NOT to issue me an adjustment because they never received a modem.  The operator than said they didn't show where a modem was never ordered.  I told her I can send any information regarding proof but she said there wasn't anything I can do.  She will transfer me to some other office where I sat on  hold for 30 minutes and unfortunately I got disconnected.  now when I try billing no one picks up.  

I have done very step I was supposed to do, I kept the paperwork from UPS to show i sent it off.  I tried to call about all the way back in May but Att refused to offer any help then.  I've been a long term customer of Att for over 10 years.  I don't want to have to switch over something this stupid (especially whe n my normal service is dependable).  But I will.

[ATTAlexCM]

---

shonadle wrote:

I'm very frustrated right now.  I cannot believe the company's normal policy is to treat long time customers this way.

Back in April I purchased a new Att modem.  My old modem was having problems and I thought it better to be safe than sorry.  When the modem came in, there is a log to show I called as I didn't have some special code I needed to get that one online.

On April 30th, this "new modem" went out (way before the 30 days).  I called and the tech support guy verified I purchased it and sent me a new modem.  He then took steps to help me get my old modem (the one I originally replaced) back online so I can still access the Internet.

The new modem arrived.  Within a couple of days I returned the bad one.  I used UPS and kep the information. The delivery says that it was delivered and signed.  

On 5/26 I get a card in the mail saying that they have not received the modem.  I called and spoke to a Tootie who said there was absolutely nothing she could do to help me as it would take weeks before they would show the modem arrived.  (That's ridiculous to me but ok).  

Now I went to pay my June bill to discover that they have charged me for this modem.  On July 12th I called and spoke to Tyrone.  He said in 48 hours someone will contact me about it.

Now it's 48 hours later.  I didn't receive a call so I called.  I was told that Tech support has told Att NOT to issue me an adjustment because they never received a modem.  The operator than said they didn't show where a modem was never ordered.  I told her I can send any information regarding proof but she said there wasn't anything I can do.  She will transfer me to some other office where I sat on  hold for 30 minutes and unfortunately I got disconnected.  now when I try billing no one picks up.  

I have done very step I was supposed to do, I kept the paperwork from UPS to show i sent it off.  I tried to call about all the way back in May but Att refused to offer any help then.  I've been a long term customer of Att for over 10 years.  I don't want to have to switch over something this stupid (especially whe n my normal service is dependable).  But I will.

---

Welcome shonadle and thank you for sharing your experience.  I would like to help.  Since this is account specific, please send me a Private Message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the appropriate group.

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

Regards,

Alex