Charged for returned UVerse equipment

[jemcconnell]

HELP!!!!  I admittedly returned by 4 pcs of UVerse equipment late, 3 weeks past the due date.  I have proof the devices where returned and AT&T acknowledges receipt.  However, they are still charging me (and sent me to collection) for this equipement - "as if you never returned it" according to one supervisor.  How in the world is the fair - "oh it is in our policy." The supervisor continued.  I have to admit I am at fault for failing to return the late, but the $480 price tag is not a ethical one IMHO!.  I have been a customer for 3 years, including my AT&T wireless.

How can a company do this? It's not like they didn't have any inventory and my boxes where hurting the deployement of service - or was it?

HELP! I am at a loss.

[schs1977]

You may want to file a complaint with the Better Business Bureau {Content Removed: The forum is not a venue for legal discussions} .  I have had success with both.

[texasguy37 ACE - Champion]

The following is included in section 6c of the Terms of Service Agreement found in the link below:

Return of Equipment. Upon termination of the Services, for whatever reason, you must return the Equipment, undamaged, within twenty one (21) calendar days to AT&T. If the Equipment is not returned within twenty one (21) calendar days, or is returned damaged, you will be charged for the value of the Equipment. We may retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the Equipment within this time period. If the Equipment is returned within ninety (90) days of termination, any fees charged for the Equipment will be refunded (other than fees for damages). No refunds will be made for any Equipment returned more than ninety (90) days after termination.

http://www.att.com/u-verse/att-terms-of-service.jsp

How long after service was terminated did you return the equipment?

[jemcconnell]

it was about 20 to 25 days.  Thank for the policy link.  So I guess I will make a policy of my own, and now that Verizon has an iPhone plan - my new policy is to never do business with AT&T again... EVER!

[texasguy37 ACE - Champion]

Was that 20 to 25 days from the date service was terminated, or 20 to 25 days beyond the 90 day period?

[jemcconnell]

it was 20 to 25 days after the 90 day period.

[texasguy37 ACE - Champion]

Ok, I see.  So it was about 4 months from the termination date when you returned the equipment.

Since you are no longer a customer, AT&T has no reason to not enforce the clause in the Terms of Service Agreement, and as an ex-customer you have no leverage.  It would be a waste of time contacting the Better Business Bureau since AT&T is doing nothing wrong, and the violation of the terms of service was as a result of your delay in returning the equipment.

[jemcconnell]

ahhh.... but you are incorrect... at this time I am still a customer of AT&T just not Uverse at this time.  So, while I understand your position, I reject your claim.  I stand on the fact I did return the equipment, late yes - but I did return it.  {Keep it Relevant: The forum is not a venue for legal discussions}

It is poor business parctice... PERIOD. 

As to wasting time, it maybe a waste of my time, but it is just that time. So thank you - I need all documention I can get.

I hope you will understand this this is not personal, it's business. 

[jemcconnell]

thanks. I have filed with the State Office... not sure where it is gonna go, but at least I have done so.  Next is the BBB.

[mogamer]

Why did you keep your equipment for nearly four months after you no longer had the service? That doesn't make a bit of sense.

[jemcconnell]

Thru a comedy of errors to be honest.  I relocated from SCAL to NCAL on the fly for my job.  Packed up everything - cut the service a month later.  And frankly forgot about it until I got resettle and unpacked my storage unit and saw the last bill, which I had forgotten about. 

It may not make sense - but those are the realities of what happened.  Very embarrassing, but the facts.

What I don't get is why, sense they got the equipment back - are they charging? I get it's policy, the equipment was returned.  I guess my questions at this point are: did my 3 weeks late delay service for someone else? Did they not have enough inventory? If I have to pay for the equipment, shouldn't I be entitled to it once I pay the fees?

In any event; I requested a manager contact me 2 days ago - I have yet to have the courtesy of a call back.  I am still an AT&T customer so they are getting my money - just not Uverse.

[mogamer]

OK, I can understand that. Since you are still an ATT customer, they may waive the fee. But since the terms are outlined in their TOS, they really don't have to.

[Uniblurb3 ACE - Guru]

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jemcconnell wrote:

Thru a comedy of errors to be honest.  I relocated from SCAL to NCAL on the fly for my job.  Packed up everything - cut the service a month later.  And frankly forgot about it until I got resettle and unpacked my storage unit and saw the last bill, which I had forgotten about. 

It may not make sense - but those are the realities of what happened.  Very embarrassing, but the facts.

What I don't get is why, sense they got the equipment back - are they charging? I get it's policy, the equipment was returned.  I guess my questions at this point are: did my 3 weeks late delay service for someone else? Did they not have enough inventory? If I have to pay for the equipment, shouldn't I be entitled to it once I pay the fees?

In any event; I requested a manager contact me 2 days ago - I have yet to have the courtesy of a call back.  I am still an AT&T customer so they are getting my money - just not Uverse.

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So if you packaged everything up/moved, terminated your service a month later, returned the equipment 4 months after termination of service, where was the U-verse equipment for 5 months? Did you find it in the storage unit with your last bill?

As mentioned in the TOS, texasguy posted earlier here, they will charge you full price if the equipment is not returned. But you returned the equipment, 4 months after termination of service, and they acknowledged it. I'll guarantee you the full price of the equipment, no matter how much you had, is higher than the $480 in fees they are trying to charge you. So you would not be entitled to this equipment since you did not pay full price for it. Besides users cannot own the equipment supplied with U-verse TV service as is the case with all other providers.

Agree the $480 in charges seems high but the situation could have been avoided if the TOS were followed and the equipment was returned on time.

And yes, they do refurbish this equipment, and use it in other installs, no matter how much equipment they have.

Believe you will have to be the one to make continuous calls to have the charges lowered rather than waiting for a call back.

[jemcconnell]

"So if you packaged everything up/moved, terminated your service a month later, returned the equipment 4 months after termination of service, where was the U-verse equipment for 5 months? Did you find it in the storage unit with your last bill?"

I moved say on 7-1-10, and returned to pack the apartment about 8/21/10, and odered service to be cancelled and I payed the services up to the date of terminated the service about 8/27/10.  AT&T received the boxes on 12/22, shipped on 12/20.

Yes, I and wrong wrong wrong worng for returning it late. I get it.  I was wrong.  No doubt about that. $480 late fee? Ugh.  As said, I am still an AT&T customer - just not Uverse, but wireless - and I just renewed my contract.  So if I choose to leave AT&T, I would have to pay $500 for early term but the $480 as well.

It just shows me that big corporations seem to choose not to take a persons personal life struggles - at least I don't own a house! rofl.

[eseagraves1]

I had the same issue, because they gave me the wrong information on how to return the items 3 times!!!

[texasguy37 ACE - Champion]

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eseagraves1 wrote:

I had the same issue, because they gave me the wrong information on how to return the items 3 times!!!

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If what you say is true, your issue is not that same as the OP's.  The OP had the correct instructions for returning the equipment but waited about 4 months after termination of service to return the equipment.

[jemcconnell]

Yes, I was late returning and AT&T stuck by the policy they hold.  No mercy for the customer.... good luck on your trying to fight the charges.

I am happy to report, We will no long be a customer of any AT&T product come 5/1. We moved to Verizon over the weekend. It is worth paying the $280 charge to terminate, and yes - I paid the $480 in fees, I feel this amounts to financial terrorism.

My new policy - NEVER NEVER NEVER be a AT&T customer again.

[texasguy37 ACE - Champion]

Another new policy to follow is:  when services are terminated, return company owned equipment by the deadline stated in the TOS agreement.

[Frustrated Cuso…]

Just becasue it is legal for AT&T to stick it to you does not mean that it is right for them to do it.  If you are late by 4 months, beyond the date, it would be reasonable to charge a rental rate per month for the equipment.  AT&T charges an extra $5 per set top box, so depending on how many units, I weould see $10-$20 per month is reasonable.  

The fact is, everyone I know if they had a choice to get the same quality product elsewhere with out the attitude expressed by AT&T employees, they would go elsewhere.

The only way AT&T can keep customers is to have superior product or have customers locked into a contract.  Now that there are more options than there were when I got my iPhone, the ONLY reason I stay with AT&T for Cell Phone is the balance of my contract.  Looking into switching back to cable for internet and TV.

Back before AT&T was split up, they were all about customer service.  Phone prices had consistantly dropped and service had consistantly improved for over 40 years.  Now it is all about what can we slip into your contract and stick you later.  And the ARROGANCE of the employees when you try to reason with them.

[Uniblurb3 ACE - Guru]

Actually the prices of the STB's were raised from $5 to $7/month 2 years ago. Believe if you had to rent an RG (residential gateway router/modem), which you have to have, the price of this equipment would be even higher.

Regardless, agree the rates for charging for unreturned equipment on time are high. It seems like there are a lot more complaints on this forum about the reps not having a clue, and transferring customers around, rather than displaying outright arrogance. Just my opinion.

[texasguy37 ACE - Champion]

Uni, I agree. I have seen very few posts where someone stated that a rep was rude or arrogant towards them, and that was the viewpoint of the person posting. Calls are monitored, and if a rep is rude or arrogant to a customer, that rep tends not to remain an employee very long. I have talked to a number of reps since I have had the service. None have every been rude or arrogant to me, in fact, they have all been super polite. Some were a bit clueless in resolving the issue that I was calling about, but they have all been very polite and never rude or arrogant.

[kwinston]

So u paid $760 in fees because of your own mistake.because you could not follow the TOS (90 days is generous time to return eqipment. And then you decide to break your wireless contract. LOL You deserve what you had to pay.