Re: AT&T Uverse Equipment Return
05-23-2012 05:52:38 PM
I'm in the thick of the equipment return nightmare now. My story is that I cancelled Uverse internet, telephone, and TV on may 1, 2012. ( I cancelled because of recurring reliability issues that couldn't seem to be fixed.) Got the return info from Customer Service and hauled everything to UPS the same day. The first problem was that UPS said my routers (I had two because that was the way I was setup) weren't listed under my order number. As I understood them, they said anything with an AT&T barcode needed to be listed specifically on my peperwork and the routers were not. They did box up and ship everything else and suggested I contact AT&T to get a return lable for the routers. I called AT&T later the same day and was told that a "shipping kit" and return paperwork would be sent directly to me. After a week or so I hadn't received anything so I called again. The agent this time told me he would check into it and would send the "shipping kit" if I was listed as having unreturned equipment. Two weeks later nothing was received so I called again. This agent said I was clear and wasn't being chatged for unreturned equipmet. But, when asked about my billing it turned out that it was for a full month alrhough the service was cancelled about 7 days into a new billing period. So, he said I needed to talk to technical services and transferred me to them. The technical services person said he had nothing to do with my issue and said he was transferring me back to customer service. Then the line went dead and I called it a day. My current situation is that I have two routers that I'd like to return but don't know how. And, my current charges reflect a full month of service instead of the seven days I actually had service. I'd pay the full amount just to make the problem go away, but, my concern is that when my bill finally gets straightened out I'll be charged for two routers and AT&T will say I'm past the deadline to return them. This return process has been an eye-opener to me. I had no idea a major corporation could be this screwed up and stay in business.