Like a ton of other posts on here i received my new phone and was so happy with it. I had a note 3 previously and really injoyed it but was ready for a cool new phone i still had 189.00 left on my note 3 but if i returned it i would only pay 80.00 or wait 3 months and it would be a free upgrade well im impatient and decided to pay it and get a new phone. After receiving my new phone I followed the instructions on the return smart label and dropped the phone in the mail about a week later i received a text from at&t that they hadn't received my return. I called immediately and was told maybe it hadn't been loged in yet and to wait. About a week went buy and I received another message that my phone still hadn't been returned. I called again and got this poor new kid that was clearly reading from the At&t employee training manual. I could tell because he would read the part of hello mr or misses blank remember to be courtes it was funny but didn't help. He tried to find any information and after about 30 minutes i decided this was amusing but not productive. I tried calling again later but after asking if they could trace the EMIE number and the rep asked me if i could provide that. I said it should probably be on the account but that i didn't keep that information and the rep said she didn't have it either so its not on any of your account information i don't see how thats possible. Also they asked me for the smart label tracking number. Sorry i didn't think i would ever need that. The rep said they didn't have it either something i still dont understand you send shipping labels to people but dont provide any tracking for yourself. I asked if the insured their mail when i mail anything of value i usually put the insurance on it seeing how its only a few cents. She said they didn't insure their mail. I told her well you should because its not my mail that got lost its yours and that im not paying for it. Its your shipping label that you don't have any clue about and its your process that gets this lost and unresolved. Im sure the phone has already been turned in to their system and is already refurbished and in the hands of someone else but the employee that didnt log it in didn't do his job and that no one their cares because it doesn't matter the customer has to pay or go elsewhere without any way to resolve this and while i read hundreds of posts with the same outcome i wonder why wouldn't At&t look at this problem but probably its because the can get double themoney on a used phone actually triple the fist time i paid for it the second person that bought it and now the third timw that they charge it to me. Wow whay a scam and why not its just the way it is money money money.
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