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Apple Mobile Products: iPhone, iPad, iPod
iPhone Hardware and Accessories
iPhone 4 Return Experiences... Post Here
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<blockquote data-quote="XJ-linux" data-source="post: 1090301" data-attributes="member: 33722"><p>According to AT&T, until this Newgistics company scans my package for the serial number to enter it into the system, I will be held to the new 2 year contract and liable for the iPhone 4. The AT&T folks' call center is inbound only. This means they can't call Newgistics to verify the package was received, or even picked up at the Post Office. I asked how log it was reasonable to wait for this to complete, and they had no answer. I asked what would happen if it was never scanned in. They said in that case I would never have my account reset or a refund issued. Essentially, the call center at AT&T has no contact with the vendor who handles their returns - if it isn't in the computer then it didn't happen. They will not follow up with their vendor because they "don't have the responsibility to follow up on these issues with the computer system". They also will not open a lost or stolen phone case yet, as it could still possibly show up and therefore is not lost or stolen. Honestly, I think I'm going to have to go to the US Postal Inspector and open a case to get things rolling on a chain of custody to whom the dang phone was released to when I mailed it back. I'm tending also to think that paying my bill is not the best thing to do as that could lend someone to infer that I somehow accept the new contract end date (June 2012) as valid, which I don't. Regardless, they don't get paid again until this is straightened out.</p><p></p><p>Today's take away: AT&T will not be your advocate if there is an issue with the third party they contract to handle your business with them. AT&T will contact a 3rd party to handle issues which directly impact your financial liability to AT&T. They will not hold that 3rd party vendor responsible if it creates a situation where a financial loss could occur - you will be the liable party in AT&T's eyes. They also do not appear to have anyone accessible to the customer who can contact their own vendors on issues which impact your billing or financial obligations to them.</p></blockquote><p></p>
[QUOTE="XJ-linux, post: 1090301, member: 33722"] According to AT&T, until this Newgistics company scans my package for the serial number to enter it into the system, I will be held to the new 2 year contract and liable for the iPhone 4. The AT&T folks' call center is inbound only. This means they can't call Newgistics to verify the package was received, or even picked up at the Post Office. I asked how log it was reasonable to wait for this to complete, and they had no answer. I asked what would happen if it was never scanned in. They said in that case I would never have my account reset or a refund issued. Essentially, the call center at AT&T has no contact with the vendor who handles their returns - if it isn't in the computer then it didn't happen. They will not follow up with their vendor because they "don't have the responsibility to follow up on these issues with the computer system". They also will not open a lost or stolen phone case yet, as it could still possibly show up and therefore is not lost or stolen. Honestly, I think I'm going to have to go to the US Postal Inspector and open a case to get things rolling on a chain of custody to whom the dang phone was released to when I mailed it back. I'm tending also to think that paying my bill is not the best thing to do as that could lend someone to infer that I somehow accept the new contract end date (June 2012) as valid, which I don't. Regardless, they don't get paid again until this is straightened out. Today's take away: AT&T will not be your advocate if there is an issue with the third party they contract to handle your business with them. AT&T will contact a 3rd party to handle issues which directly impact your financial liability to AT&T. They will not hold that 3rd party vendor responsible if it creates a situation where a financial loss could occur - you will be the liable party in AT&T's eyes. They also do not appear to have anyone accessible to the customer who can contact their own vendors on issues which impact your billing or financial obligations to them. [/QUOTE]
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Apple Mobile Products: iPhone, iPad, iPod
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iPhone 4 Return Experiences... Post Here
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