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id10ts's profile

Teacher

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11 Messages

Wednesday, June 14th, 2023 4:38 AM

Frustration and deceptive practices

In the beggining. Im six months into this issue and still trying to get it resolved.

In Febuary I went back to AT&T and planned to port my numbers in from TM. I sold my business and wanted to move my numbers to a personal account and give the Business account control to the new owners.

I went into an AT&T Corporate store and picked a Pixel 7 Pro and traded in my Oneplus Pro 9 5g 256 to get the 1000.00 bill credit promo.
I ordered 3 more phones 2 pixel 6A for my dad and Son along with a Samsung for my mom.

All of the phones had to be shipped because they were not in stock.
I planned to keep all of my current android tablets K88 which I had before I made the switch to TM 18 months earlier.
I also planned to port my hot spot that I use in my truck full time.
All total 8 devices 

The phones arrived so I went to the store on a Thursday with the intention of porting in my own phone P7 pro because I was scheduled to be in Houston for Cancer treatment at MD Anderson the following week. As the family tech support person I did not want to have an issue while I was out of town. I got to Houston on Saturday and on Sunday my phones screen stopped working in the middle left part of the screen. I called AT&T and they had me reset the phone and all the typical support things you would go through. Nothing helped. the support person told me I had to contact Google to get a replacement under warranty.

Google proceded to tell me I had to take it to a Corporate Store and AT&T would replace it because it was still under the 14 buyers remorse program. and they did not have any responsibility until the 14 days had passed. Problem is nobody stocks the 256 gig version and it would have to be ordered and shipped to my home in Arkansas. Problem was I had to be in Nashville for a surgery on Monday afternoon. Typically the surgery would have been done at MD Anderson but the surgeon wa on loan to the hospital in Nashville. Nobody at either Hospital or my Hotel would accept deliveries. I asked AT&T so see if the device was available at any city between Houston and Nashville. 

Again AT&T told me it was a Google problem and to call them. In the meantime I had someone check the Hot SPrings Arkansas store and they had the device and they would set it aside and I could pick it up and trade other one. When I got to the store they said they had no idea why I was being told I had to deal with Google and started the exchange process. When the rep went to add the IEMI for the new device she realized it was the 128 version. Someone at the store sold the 256 and put the hold stickie note on a 128. The manager was beside himself. Bottom line no new phone.

I was at my witts end because not a single AT&T customer service rep could figure out how to get me a woking device. Im beat from having chemo and the treatments I had undergone in Houston. I went to T Mobile and they gave me a Free phone and added it to my current account no strings attached the manger who did not know me helped me get my AT&T number forwarded to the new device and told me to take the device he provided back to my local store in Arkansas and have the manager call him and they would get it returned knowing full well I had planned to port out 8 devices. (Customer Service)

I had my surgery and had a way to communicate with friends and family. 14 or 15 days later I took the phone back to TM who credited me for everthing except my usage/service more than fair. IMHO. And lots more than AT&T was willing to put any effort into. Dont get me wrong the folks on the ground at AT&T did what they could however they were hampered by corporate who was still bickering with Google over who was responsible for the broken phone. The Local manager at the store in the town I live in was no help at all. His answer was to call customer service.

Meanwhile I still had 7 devices that were supposed to be ported in and an added line with an S23 Ultra. Again everyone was aware of what I was about to go through before I left for Houston. So the next AT&T problem that happened was all the phones ordered before were still in the shipping boxes and I was told it had been more than 14 days since the phones shipped so the Buyers Remorse period was over incuding the Pixel 7 pro that was not functioning. To say I was upset and miffed is an understatement. I left the store with the 4 phones and called customer support. After several days and being told there was nothin that could be done I got a supervisor who said everthing I was told was wrong. If a phone is DOA in the 1st 30 days AT&T would replace it. She offered to replace the P7 Prod but I was past giving AT&T any business. The supervisor understood why I felt that way and created return labels for all of the devices.

She told me after AT&T recieved the phones I could call back and thy would credit the service and trade in. it took several weeks and I got conformation that al devices had been recieved and my card was credited for the taxes. So for the past 3 weeks I have been trying to get my service fees the restocking fees taken care of and its been a nightmare. nobody in customer support seems to know how to handle finding a closed account and when they do whatever they are seeing is over thier heads and confusing.

A week ago I got a card in the mail for my trade in for 65.00. The 65.00 is a bad enough joke but to add insult to injury it a gift card that can only be spent in an AT&T store. I dont ever want to set foot in an AT&T store again much less be forced to buy some thing from them. I figured I would get fair market value for my phone shich if I had to go buy it used today is about 400.00. I am not accepting 65.00 because of the Cell phone vodoo math that carriers use. AT&T offered to give me another 15.00 because the phone was not up to par when it was reviewed by the vlue auditor. 

When I got ahold of that department to find out hat was wrong with the phone I was told it had a cracked screen. Which it did not. The next person I spoke to said the screen was fine but the USB C pert was not. Again not a chance I only wireless charging. Could it have had lint in it possible but in the 18 months I have had the phone it may have had a USB C cable plugged in 50 times max. When I called them on this they said it had bad buttons. They could not explain why the 1st person or second person did not tell me about all 3 issues to begin with. Again another shady practice. IMHO

So I was told today I needed to post here and that there are support people in these forums that have the ability to fix these issues that normal support people cannot.

I hope that is the case and someone reaches out to me to give me some options.

I have stage 4 Liver Cancer and the stress this issue with AT&T has caused me is insane. I dont want anything special I just want to be made whole. If anyone can Help please reach out.

   

Former Employee

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32.9K Messages

10 months ago

I’m not reading this wall of text

Former Employee

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32.9K Messages

10 months ago

Duplicate post 

Teacher

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11 Messages

10 months ago

I did not realize it posted twice second post removed.

Teacher

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11 Messages

10 months ago

It didn't have to be a wall of text had someone in AT&T been able to fix it. Your former coworkers are the one who told me to post it here because their hands are tied as to what they can and cant do.

And just so you know nobody needs to know you are not going to read the wall of text. If its to much for you keep it to yourself. No need to be a JA.

It may mean diddly squat to you but it does to me. And  when your told your dying and have been given a death date a JA like yourself can well you know. I think I know why your a former employee. And it sure wasn't from showing compassion or empathy.

New Member

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1 Message

10 months ago

It sounds like you have given them more than enough chances to get things right and they still haven't so I'd say the next step would be to contact an attorney and let him handle it.. Also I would file a complaint with the Better Business Bureau and the state Attorney General possibly.

(edited)

Former Employee

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32.9K Messages

10 months ago

I’m a former employee because I retired after 20 years JA 

Teacher

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11 Messages

10 months ago

Yippee Skippy then you should be fully aware today's AT&T is not even close to the customer service focused company they once were. I have been on this forum 20 years just like you. Just because you work some place 20 years means nothing to anyone but you and your ego. It means nothing if you feel the need to comment on something that your not willing to read and beat the customer up over it or belittle them because they did not fit their problem into your criteria of what you consider a problem. Sometimes keeping the yapper shut and not sharing helps everyone else.

By the way I was the 3rd Certified Microsoft Systems Engineer ever. You know what that makes me the 3rd MCSE ever. Nothing more nothing less. Does it make me the best or worst MCSE no. But it sure sounds cool.

Your knowledge may be vast and you may have an answer that could help but its useless if you just want to complain about how long and complete a post is.

Thank goodness your not an oncologist because I would be dead by now.

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