Major Fraud Issues with AT&T (company cannot explain)

[timckcall]

We're on our 2nd phone and having the same issues. We had the first issue in June with the touchscreen was not responding. We conducted troubleshooting with technical customer service and then the warranty dept. This took a total of 4 days, 5 phone calls and a total of 12 hours of time. A replacement, refurbished phone was sent and we started to experience the same non responsive screen issues about on this replacement device. When we called to start the technical process again we learned that another replacement phone was actually just sent out to us....only, we had not yet made the call with our issue.

This replacement phone, that we never ordered, was set to FL and we incurred a $125 equipment and handling fee. This was issued via the insurance company AT&T uses (asurian). The AT&T customer service rep said this had happened to several other customers recently. The phone was returned to sender and our charges were removed but we are still not able to get an answer on what happened.

Now... in order to get the actual phone we were calling about fixed, we have spent another 10 hours on the phone with many, many different people, departments and companies and in order to move forward with another replacement - need o get an affidavit filled out, notarized and sent back to AT&T and the insurance company.

All because of the torch being an inferior product and working with AT&T a company who we would have hoped would reach out to us and address our major fraudulent concerns.

[RicoLX]

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timckcall wrote:

We're on our 2nd phone and having the same issues. We had the first issue in June with the touchscreen was not responding. We conducted troubleshooting with technical customer service and then the warranty dept. This took a total of 4 days, 5 phone calls and a total of 12 hours of time. A replacement, refurbished phone was sent and we started to experience the same non responsive screen issues about on this replacement device. When we called to start the technical process again we learned that another replacement phone was actually just sent out to us....only, we had not yet made the call with our issue.

This replacement phone, that we never ordered, was set to FL and we incurred a $125 equipment and handling fee. This was issued via the insurance company AT&T uses (asurian). The AT&T customer service rep said this had happened to several other customers recently. The phone was returned to sender and our charges were removed but we are still not able to get an answer on what happened.

Now... in order to get the actual phone we were calling about fixed, we have spent another 10 hours on the phone with many, many different people, departments and companies and in order to move forward with another replacement - need o get an affidavit filled out, notarized and sent back to AT&T and the insurance company.

All because of the torch being an inferior product and working with AT&T a company who we would have hoped would reach out to us and address our major fraudulent concerns.

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Whose requiring you to fill out an affidavit to get your phone replaced? ATT or the insurance company they use? It's sort of a shame because you, the customer, only want what you paid for , a  working device.  id like to know how this turns out for you in the end.

A similar experience i had with the "worst device ever released with the touchscreen flaking out" (HTC Tilt 2) : I upgraded several years back to from the ATT Tilt 8965 to the HTC Tilt 2 despite reading feedback about all the issues this phone had .  I figured well, a year after its release and customer feedback, surely ATT and/or HTC got the kinks ironed out.  Got the phone via Fedex.  right out of the box it didnt work. Called ATT , sent the device back and later received the replacement (New device).. It had worn edges where the silver had rubbed off due to lots of use (it was a refurb). 

Finally got on the phone again with ATT did not walk through the issue with an CSR, but, rather, chose to do this followup with someone in mgmt.  They were very good at working this out.  I was on the phone while the mgr called local stores to locate a NEW, unopened boxed HTC Tilt 2 and set up the swap out.  It was a few days total of some inconvenience, but finally got the new device that lasted and worked for several years .

But I do feel your pain and hope yours get resolved soon.