New Member
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16 Messages
Return shipping label for equipment - a hassle to obtain
case ID: 1-257448844083R2 My genie tower hard drive crashed. The replacement arrived 3 days later. There was no invoice or return label inside the box. I contacted customer support via the Chat option to obtain the return address so I could print a mailing label. Your customer support rep told me they sent me the return address in an email and they issued a request to mail me a return label .. neither is true. They asked if I wanted them to request I be mailed a return box with a shipping label enclosed which would arrive in 3-4 days. I wanted to mail the pkg today, not next week. I finally was able to get your office to schedule a pickup at the house via USPS today. We shall see what happens.
Terrible customer support via Chat.
Constructive
Employee
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34K Messages
3 years ago
I’m curious to see if someone actually picks it up as the née process is to take it to fedex or ups with your account number and they will box it and ship it at no cost to you.
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JefferMC
ACE - Expert
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36.8K Messages
3 years ago
As Constructive says, the correct process is to take return equipment to a The UPS Store or FedEx Office with your account number and have them box and ship the return for you. They provide you with a proof of return receipt for your specific equipment.
I don't expect that USPS will be doing anything other than normal mail delivery at your address today.
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Juniper
ACE - Expert
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22.7K Messages
3 years ago
@Penny2021
Chat gave you a whole bunch of bad info, which is not uncommon these days. They are poorly trained and/or outsourced. Plus those transcripts are deleted at the end as they don't save them to your account.
If you are over 10 miles away from a participating shipping location, then they use the old process of sending you a prepaid return kit. Goes to you by FedEx to be returned by USPS (Postal Service, not UPS). They don't send a label only or address info.
Otherwise, this is the current process:
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shannon02
ACE - Expert
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20.9K Messages
3 years ago
Sometimes the return label is under the shipping label.
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