Return phone but ATT never receive it, need help !!!

[peterpun83]

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!!!

[ujmnz]

Try this website with the return tracking number.

http://www.tracking.smartlabel.com/

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. 

[peterpun83]

Thank you, we try it everyday,it doesn't work shows unknown and not received!!

[peterpun83]

we try everything we can do to find out what happened but still no result, sucks!!

[youngjm ACE - Professor]

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-id/2548143  Send her a private message and she will get back to you with what information she needs to help you out.

[jamileh]

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/INSPDT03110149E_FINAL.pdf?