AT&T Cable Services Complaint - Difficult Equipment Return - AT&T Uverse- Internet

AT&T Uverse- Internet - Complaint

Review by bormal on 2011-01-17

CAROL STREAM, ILLINOIS -- I ordered high speed internet from AT&T Uverse at the end of November 2010 after having some difficulties with Time Warner cable internet. After my problems were resolved I canceled the installation of AT&T internet 1 business day after setting it up. Within 2 days of cancellation, I received the hardware for installation- which cost over $100.00 and which I was told I would receive a $75.00 credit for. I mailed the hardware back to AT&T via their enclosed return labels. These labels were EXTREMELY uninformative as to the carrier and I saw no tracking data. I dropped the package off at my local post office to an agent and they could also not tell it was not for them. I received a bill for 105.10 in January and called Uverse billing support and was told they had not received the return and I would be held responsible for it if they did not receive it. I was also told that they deal exclusively with UPS for shipping- this was NOT CLEAR on the label. I have seen other reviews saying that even with the tracking info, people are still being held responsible for the amount of the hardware returned to AT&T. These practices seem like a very good way for AT&T to make a bit of extra revenue off their customers who cancel, AT&T should be aware that they are alienating their customers as well.
BEWARE of subscribing to this service which requires you to purchase hardware. It seems to me that AT&T is getting tricky with returns. Based on the shipping labels I received, I don't really think they wanted the equipment returned to them. It seems they would rather have their customer on the hook for the amount of the "returned" hardware than actually getting it back.