Did not receive return-equipment box

  • 3
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
I cancelled my eXede service before the end of the billing cycle. I am out of contract. The agent I spoke to assured me that they would send a "return kit" for the modem to my PO box as I don't have a way to get UPS deliveries to the house. I never got any kit, but I did get a mysterious $4 charge for "COMPUTER DATA PROCE" on my credit card bill. I called about this, and another agent says he can't see what that's for, but will request a refund. So far so good. Then he says that I didn't get a  "return kit" because they only ship them by UPS. I say, but when I cancelled I was assured you could send it to my PO box. He says yes, I see that in the notes from the previous agent, but it's not true. He says that eXede WILL NOT SEND ME A RETURN KIT to my PO box. He says IT IS MY RESPONSIBILITY TO RETURN THE MODEM WITHIN 30 DAYS EVEN IF THEY DIDN'T SEND ME THE RETURN PACKAGING OR EVEN NOTIFY ME OF A PROBLEM. So what kind of business is this? He says I'm supposed to return the modem, even if I have to pay shipping, in 30 days. 

I say this is B.S. If eXede had an issue with my PO Box, then why not notify me by phone or mail while there was time to arrange for something different? 

1. Exede rep says I will be charged $300 unless I return the modem within 30 days, which is 10 days from now. 
2. Exede rep says they will not send me a return kit via USPS.
3. Exede contract says I must return the modem in the package eXede sends me. 
4. Exede made no effort to contact me by email or phone to notify me of any problem with my shipping address. 
5. There is nothing in the contract that says I must provide a UPS address for the return kit, in fact the first agent said a PO box was fine. 
6. If I return the modem in my own box, at my own expense, eXede may still claim it was not properly packaged and charge me anyway.

ON WHAT PLANET, IN WHAT UNIVERSE, IS THIS CONSIDERED PROPER BUSINESS PRACTICE? 

Has anyone else had a similar experience with returning your equipment, and how was it resolved?     
Photo of Kentuckienne

Kentuckienne

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  • frustrated and angry and mistreated

Posted 3 years ago

  • 3
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

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Kentuckienne, you have several choices for Exede to send you the return boxes to you by UPS.

1.  Since you work from home, UPS can deliver the box to you there.

2. Have UPS deliver them to a neighbor.

3.  Have UPS deliver them to the UPS store or UPS agent.
Photo of Kentuckienne

Kentuckienne

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No neighbor. This is rural. 
No delivery to home. UPS will only leave boxes out on the main road.
No UPS store anywhere near. 

I thought it was totally reasonable to request an extension of the return deadline, but it seems that exede does not think so. They think I should have known telepathically that they weren't sending a box.