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J

New Member

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7 Messages

Tue, Jan 18, 2022 6:08 PM

Trying to return Gateway

I was sent a new gateway with no return instructions for the old gateway. After some digging I found on the website that I needed to take it to UPS or Fedex. A week had gone by the time I found this out and I didn't have time to take it in until the following weekend. That's when the automated phone calls started. Over and over I was getting calls from ATT on both wireless and home phone to return my equipment. On Monday we stopped what we were doing and my husband rushes down to Fedex. Meanwhile I hop on the chat with ATT rep to tell them its on its way and to please make the phone calls stop. Not sure what they did but then FEDex couldn't generate a label for return. The ATT store was no help. So I get on chat again and they say they are emailing me a return label but it never comes. So I call again today and ask for a supervisor because they are just going to try to email me another label that isn't going to come. Rep won't transfer me to someone who can help me. He insists on emailing me another label I don't get. Now I have to wait until they charge me for the gateway and then have it out with the billing department. This is madness!!! I feel like half of what is being said is getting lost in translation. The notes the rep read back to me about my chats yesterday were all WRONG! Who can I call to get this set right?

Accepted Solution

Official Solution

ACE - Expert

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23.5K Messages

10 months ago

Is there a UPS store near you?  I've taken numerous pieces of equipment to a UPS store and didn't have a problem. 

HOW TO RETURN YOUR EQUIPMENT

JefferMC

ACE - Expert

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30.2K Messages

10 months ago

You need a The UPS Store or FedEx Office.  Standard UPS or FedEx depots do not work.  Drop off locations (e.g. those inside of an AutoZone or similar) also will not work.  It must be one of the two mentioned storefront locations. 

New Member

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7 Messages

10 months ago

I took it to FEDex. They scanned it a bunch of times and the system kept saying it was already returned. When I talked to ATT rep they are saying I'm going to be charged. The labels they keep generating are not making it to my inbox or junk or spam. How do I get this thing back to ATT? Is there an address I can just ship it to without waiting for their label that will never arrive?

ACE - Expert

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23.5K Messages

10 months ago

Just to add to what @JefferMC said, if you follow the link I provided, there is another link on that page to find a COMPANY OWNED FEDEX/UPS location.

New Member

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7 Messages

10 months ago

Yes I took it to FEDex office. 

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