Yeah.....AT&T sure love their customers

[The Big A]

First off, I have had an account with AT&T since 2004. Never had any problems and now I would love to go rip up my contract. Last year I bought my new phone, a Samsung Infuse 4g, and it was a great phone. We had the replacement plan on it. A few weeks later the phone went on sale and they gave us a refund for the difference. We the "professionals" gave us the discount they were too stupid to put the replacement plan back on. Now just over a year later my phone is dying, freezing, and shutting off, so we took it back. We did not know until now that we didnt have the replace plan. The people online chats dont help (or really care) and the people on the phone dont either. All I want is a new phone at the 2 year contract price. NOT THE RETAIL PRICE BECAUSE THEIR EMPLOYEES WERE TOO STUPID TO PUT IT BACKK ON! Any advice? If nobody has advice I'm calling AT&T Resolutions Center and demanding it. IM NOT PAYING FULL RETAIL PRICE FOR A NEW PHONE OR KEEPING A DEFECTIVE PHONE BECAUSE THE "PROFESSIONALS" AT THE STORE MESSED UP!

[drumn_bass]

"We the "professionals" gave us the discount they were too stupid to put the replacement plan back on."

Crediting a difference in price for the phone does not have anything to do with adding or removing features, like insurance, which most likely means that insurance wasn't on the phone from day one. Where did you buy it from? You should've received a service summary that shows all of the features you signed up for.

[The Big A]

She explained it to me almost exactly like this. "When you brought your phone back we gave you a price difference. In order ttrio that we had to "exchange your phones". When he exchanged/replaced the phones he did not put the insurance back on. Im sorry there is nothing I can do for you."

[Evandela ACE - Warrior]

Sorry to hear about your experience.

If you don't mind me asking, was a 30 day grace period mentioned? I have a feeling that's what the representative meant. When you purchase a phone, you have 30 days (now 14 with the new policy change), and during that time, you can try out the phone and exchange it if you did not like it or coverage was bad or defective etc but this would not be a plan, just a clause in which you would not be charged the ETF.

[The Big A]

Yes. I'm sure she was talking about different things. The 30 grace period the phones were fine. When that expired we though we had the insurance.

[The Big A]

Do you at least think they will let me out of my contract early if I upgrade my phones, renew my plan, buy 3 iPhone 5's, and stay with their company?

[wingrider01 ACE - Geek]

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The Big A wrote:

Do you at least think they will let me out of my contract early if I upgrade my phones, renew my plan, buy 3 iPhone 5's, and stay with their company?

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doubt it

[Evandela ACE - Warrior]

Well if you upgrade your devices using the early upgrade option, your contract will reset to 24 months. Through this time, you will be able to set an insurance plan (must be added for EACH device), so it would solve that issue yes.

However if your not eligible, you will have to buy the device at the no commitment price. In addition, as your probably aware, if you terminate your contract, you will be subject to a $325 Early Termination Fee minus $10 for each month completed.

If possible, I would like to stress out that I hope you remain a part of the AT&T family. You have great advantages being with AT&T such as being on the nation's largest 4G network and AT&T is the only carrier who offers 2 types of 4G speeds - HSPA+ and LTE (Long Term Evolution).

Hope that helps!

[The Big A]

I will definitely remain with AT&T. I won't let this bad experience ruin 8 years of great service. just wish they would do something since they messed up.....

[Evandela ACE - Warrior]

Great! That's really awesome news. Sorry about the mix up when purchasing the device!

[jamileh]

I'm sorry to hear that your having problems with your phone again. 

I'd like to see if we can help resolve this for you. Will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.