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iWoof's profile

New Member

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3 Messages

Sunday, October 30th, 2022 6:50 PM

ATT Trade In - USPS declined package

I’ve learned from USPS office that they are no longer accepting delivery of electronic devices via 1st class mail and must be shipped via ground. 

The shipping label provided by ATT Trade In is 1st class.

Here are my dilemmas:

1. USPS will not accept 1st class postage. The shipping postage must be for ground delivery 

2. ATT Trade In only issues 1st class postage. They would not reissue trade in label with ground postage. Doing so would invalidate the $1000 trade in program as the program already ended. 
3. ATT Store would not accept trade-in in store. Also doing so would invalidate the $1000 trade in program as the program already ended.

I’m in limbo here with no recourse to claim the $1000 trade in that I’m entitled to. 

is there any ATT representation in this forum that can escalate this issue to upper management. It seem ATT is unaware of new USPS shipping restrictions. 

ACE - Sage

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104.3K Messages

3 months ago

This is not new.  Lithium battery devices are shipped ground, but it's still first class.  

Post office does not deliver the packages to their final destination. They are picked up by Pitney Bowes who couriers the packages to hyla Mobile in Tennessee. 

Read the label... It should look similar to mine. 

Are you saying that you took your package to your local post office and they refused to accept it? Does your label indicate it has to be transported via ground - like mine does? 

(edited)

New Member

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3 Messages

3 months ago

Thank you for your comments.

I have the same shipping label and I took this package to USPS office. They refused to accept the package citing policy in not allowing electronic device delivery by First  Class mail. They would not even consider accommodating and changing the shipping by ground. 

The problem here is USPS is the initial point for delivery. Since USPS would not accept the package, this trade-in kit is never going to get to Pitney Bowles collection facility at TN unless the label specifically state ground shipping and not first class.

I'll try contacting ATT customer service directly again to protest their inflexibility to issue a replacement shipping label for ground shipping. Nothing I can do about USPS as that is quasi-government agency and they would be unyielding in bending rules.

ATTHelp

Community Support

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207.9K Messages

3 months ago

We'll be happy to assist you @iWoof.

 

We'd advise taking the device to a corporate-owned AT&T store (in the directory, these will be the locations that are not specifically labeled 'Authorized Retailer'). They should be able to process your return in store.

 

If that doesn't work or isn't an option for you, we'd advise reaching out to the trade-in department for further guidance. They are available weekdays from 7am-7pm CST and weekends from 9am-5pm CST at 1-888-445-6005. 

 

Thank you for reaching out to our AT&T Community.

 

Darais, AT&T Community Specialist

New Member

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3 Messages

3 months ago

Hello ATTHelp,

Here is update to my situation.

1. My phones were purchased/upgraded online in 10/3/2022 well before the $1,000 program ended2. I received my trade in return kits and activated my phones in October before the end of the $1,000 program. However I'm unable to ship these due to USPS restrictions on shipping electronic devices by first class postage.

3. My next recourse was returning at a corporate-owned ATT store as you also suggested. The store assistant instructed me to call 611 to cancel the original trade-in order so he may process as new trade-in order and accept the device in-store.

4. Unfortunately on completion of the transaction, I learned that I'm only entitled to $800 trade value because the $1,000 program has ended. I have 2 iPhone 12 Pro to trade in, therefore I lost $400 in total trade in value.

All these events were beyond my control and I have made every effort in good faith to qualify for the $1,000 trade in.

What is my recourse here and getting my entitled $1,000 trade in instead of $800?

ACE - Sage

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104.3K Messages

3 months ago

Your local USPS is nuts and wrong.  Go to a different PO.   Whoever refused the package at your PO is on an crazy power trip. 

They PO doesn't even ship the phones.  Pitney Bowes does - via ground... 

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