11-28-2012 01:29:44 PM - last edited on 11-28-2012 02:44:28 PM by cathy2981
Hi All, Picked up the Samsung Galaxy III, For 49.99 at best Buy Black Friday Special, Took it home, had issues with Low only about 100 KBS down load speeds along with low upload speeds as well, So i take it to Customer serv on Queens Blvd in NY was told there isnt much they could.do to call 800 customer service and as to be Provided with a Free Micro Cell for people like me who have bad signal in there area and are sorrounded by Cemetaries and signal is low, Well i call the 800# Rep tells me the Micro Cell is going to be 199.99 So i laughed and explained to him that customer care at the Queens Blvd Told me it would be free because of my area with bad signal Cemetaries and all, he said sorry but its199.99, I replied why should i pay 199.99 for better signal when.im paying for service? Like a Robot cust serv people are he reapted same thing over, and told me to hold and transfered me to account closing, which i never asked for, "That just shows there arrogance" I then explained again to account cloaing what was happening and her reply was i am still in the 14 Day trial period and can cancel my account. So i hung up and called back the store that told me the Micro Cell would be free and help me out alot. <br><br>So now i speak to a Rep at the Customer Care Store Rep on Queens Blvd in NY. He tells me as far as he knows i would and should qualify for a free tower being a new account and given my situation "surrounded by Cemetaries" That i should of gotten it for free? So he tells me to call back maybe i got a cust rep that wasnt well imformed.<br><br>So i call the 800 # again explain my situation, She says its not free its $199.99 so at that point she tells me i am still within my 14 Day period and can return the phone, but also noted to me that some areas in NY are having issues, ok thats kool with me im pretty patient, Now i asked her if its possible i can get an extention on the 14 day return because of the problems with NY towers they are having after the storm, She tells me No. I them tell here this is why 12 years ago i left AT&T, They do not amd will not work with the customer at any cost not even to make a new customer happy / , She Replies its not AT&T's Fault i live by a cemetary and not AT&T's fault a super storm came through, What a Real [Please keep it courteous]she was. I then ask her to transfer me to a supervisor and see if i can get an extention of the 14 day return policy because of the tower issues in NY, she said she would transfer me but that i will be told the same thing by the Stupidvisor. So the [Please keep it courteous] comes on the phone "With Attitude" i can clearly hear it in her voice when she answered, I then told her i didnt want to argue and im going to do whats right and return the phone, she said great is there anything else i can help you with? I said absolutly Not. <br><br>This Phone is going back to Best Buy ASAP. <br><br>I only wanted to try AT&T because i hear it works great in Puerto Rico, and for a few years i will be traveling back and forth to PR. <br><br>For the same plan im payimg sprint 69.99 a month AT&T is charging me $110.00 plus Tax. Over 50% more and they wont work with me? Are rude, arrogant amd argumentive. Its a no Brainer ill stay with My Sprint "12 Years" and just take a Samsung AT&T prepaid i have with with me to PR and hopefulluly soon Sprint will have fixed its issues in PR <br><br>I feel really sorry for those stuck on AT&T I will keep you all in my Prayers. Peace.<br><br>
11-28-2012 02:04:40 PM
If you don't have service where you need it, then returning the phone is the best option. I know you liked what the store told you about the free microcell better, but it wasn't true, which is why everyone you spoke to on the phone repeated the truth "like a robot". AT&T doesn't promise service everywhere (nor does any provider) and the 14 day penalty-free cancellation period is designed, in part, for the customer to ensure the equipment and service meets his needs.
Why not give it a try again after the damage from Sandy has been fully repaired? You'll still have the 14 day return period should the service not be any better.
Just FYI, calling people names (like "stupidvisor") isn't likely to garner much sympathy from anyone you share your story with.
11-28-2012 02:22:21 PM
Sorry about the Stupidvisor but it stays for the Arrogant treatment i got. They uave Zero option policy to make a customer happy.
I predicted the fall of AT&T Many years ago to friends and family, and i was right. They keep this up they will fall again.
11-28-2012 02:59:27 PM
You dont get a second chance to make a frist impression.
And after 12 years i gave AT&T a Second chance to make another
1st impression, And they blew it.
11-28-2012 03:11:16 PM
If you want to see if Sandy affected service at your home, wait until all repairs have been completed to try AT&T. Don't try to get them to create a new policy just for you and then call it bad service when they don't.
11-29-2012 04:43:12 PM - edited 11-29-2012 04:50:07 PM
Its not about getting them to create a new policy for me, its about having Policies like this in place so if something like this happends they the customers can get a fair chance, its called Thinking ahead. Also i was not told or aware that AT&T's Phone were having issues in NY at the time i opened the account, Not by Best Buy or AT&T Themselves. "Never Blame The Customer" All he did was just give you his money for service and never got it. Have you ever heard of that ? Never Blame The Customer? Or the Customer is Never wrong?
Do you think it was easy for me to open the account? Stand in line at Best Buy Waited about 1 hour, Waste gas and pay for parking? Look at the big Picture, All i did was waste my time and money with them, had they had been honest and said from the get go there were having issues in NY i wouldn't have made the purchase. Its like waiting to see someone trip over a rock and after they fall you tell them "Afterwards" by the way look 0ut for the Rock. Does that make sense to you ?
Something tells me you work for for AT&T by your Replies?
If you think that a Customer isn't Special or shouldn't get Special Treatment because of Situations that are beyond there control, Then you are definitely not worked out for Customer service work or owning a Business.
Yes its all about the Customer and you getting there money. I work for a Company that is Solely Built on customer first Policy, and for that Reason they are the best at what they do in the World Even if they charge a little more, They go above and Beyond to satisfy a Customer, And because of that This Company is Extremely Successful and are in the Stock Market "FEDEX"
I'm pretty sure you work for AT&T Since you have there Mentality....
11-29-2012 06:22:07 PM
Your service wasn't working and AT&T offered to let you return the phone without penalty. I'm not sure why that wasn't good enough for you. But, at the end of the day, you wanted something that no other customer in the country could get.
When I go to Fed EX my Christmas presents this year, I'll be sure to remind the agent that I get overnight shipping at standard price, because I'm the customer and I'm never in the wrong.
11-30-2012 06:48:29 AM
If the reception in your area is bad then the Microcell wouldn't have helped you. It only covers a tiny area and is only useful when there's a lack of service inside a house for example. Plus they're very troublesome to use, and depend on your Internet service to be working at all times.
You are lucky - you realized right away that ATT is not for you. That's exactly why they have a return period. Use it.
11-30-2012 04:22:12 PM
@MicCheck. You seem to be missing the hole point of what customer service is all about, Lets see if this time it sinks in.
See i didn't want something no other customer got, I was just asking for something I was told by a Real Person at the AT&T Support Store told me i would get, Did you Read that part when i said it in the above write ups ? Also AT&T Should of known there service is bad in my area as they were able to verify it for me on the phone once they looked at there map coverage, Why Couldn't that be done when i purchased the Phone and gave them my Zip Code at Best Buy ? BestBuy Rep did speak with them, and at that time AT&T was aware NY areas were having problems and also new that my area doesn't have good Coverage according to there own Coverage Maps.
Let me say it again I was told by the AT&T Customer Support Person at there Location on Queens Blvd That i would be provided with a Micro Tower for Free. Get it now?
Please dont respond, i can cleary see your here to just mess with Poeple and not help out at all, and also blame the innocent customer that didnt know AT&T was having issues in NY. Thanks for your Replies but you werent much help im afraid.
11-30-2012 04:30:12 PM
@harryspar Thanks for the kind and educated response i Really appreciate it. I'm going to take your advice and Return the phone as i gave it another shot today and even a mile away from my home download speeds were 277kbps and upload speeds were 107kbps as well, I did get a new phone today thinking it was possible that the phone may have been bad, but that wasn't the case, as service in my area with the new phone is just as bad.
I'm so glad i didn't cancel my sprint account as of yet, Ill be sticking with sprint for a while, the only reason i wanted AT&T was because i will be traveling back and forth to Puerto Rico on Business for a few years, sprint doesn't work very well in PR So i was just hoping i could find a provider that worked well here and in PR but that's not the case / Guess i will have to settle for an AT&T Prepaid when im out there cant have it all LOL. ) Thanks agian for your Response )