06-26-2012 10:27:10 PM
My friend lost her iphone 4s about one and half month ago. so we called ATT insurance department and they shipped a new iphone 4s but it refurbished, so we returned this refurbished iphone 4s with the smartlabel which come with the box. then we sent it to the USPS.We did not even activate the service.
USPS tracking info shows that its picked up by shipping agent at 12:45 pm May 25 2012.
so it's almost one and half month, ATT says that they still did not receive it.
When we go to USPS, they state that its picked by shipping agent and thats all info they can provide against the tracking #. Neither ATT nor USPS let me know who is the shipping agent.
We call ATT superwiser so many times, set up 5 cases, however, they said there is no shipping agent and ATT did not receive the iphone yet. USPS says they heve no responsibility.
If this issue can not be resolved, we need pay $200 for the phone which we did not get!!!
We do not know what's the truth,what shall we do?!
We stuck here.
Please help us, jamileh,please!!!
06-27-2012 02:35:51 AM - edited 06-27-2012 02:37:58 AM
Try this website with the return tracking number.
Enter the tracking number from the return label (i hope you have a copy or wrote it down). That should show agent tracking information. But if reps say there is nothing there, it could have been lost or never scanned in.
Like you said, the usps website only says "Status: Picked Up and Processed by Agent"
But the link I gave shows what happens after the agent picks it up. At least it should anyways. That's the link I use to verify ATT has received my phones. Good luck.
06-27-2012 04:27:07 PM
As an FYI it is standard practice to ship a refurb under the insurance program. It is clearly stated in the terms. Even Apple swaps your iPhone out at the Genius bar with a refurb unless non are available.
Here is a link to Jamileh's profile. http://forums.att.com/t5/user/viewprofilepage/user
For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500
Information on iPhone unlocking can be found here by copying this link into your browser:
06-28-2012 06:53:49 AM
I'm sorry that the tracking isn't displaying that the phone was received. I did receive your private message and have responded.
I hope we're able to get this figured out!
As a side note, youngjm is right; replacement phones are refurbished. Please take a look at section V (Conditions in the event of loss) of the following document: http://www.wireless.att.com/learn/en_US/pdf/INSPDT
As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.
Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.