Major Fraud Issues with AT&T (company cannot explain)
10-12-2011 05:58:58 PM
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.