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Softersounds's profile

Tutor

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5 Messages

Sat, Oct 20, 2018 4:48 PM

Buy your iPhones straight from Apple

I am so highly irritated by the lack of customer service this company provides. I purchased an iPhone XS on launch day and then decided to exchange it for the XS max the following week. I was told by two separate phone reps and an AT&T store manager that if I returned the device by mail, I wouldn’t be charged a restocking fee, so I packaged it up and sent it away on October 4th. October 6th it was recorded as being delivered.

 

I gave it a week and then started contacting AT&T for updates since this was a $1200 phone that I paid cash for. Somehow, the reps always have to put me on hold to locate my order, even though I had the order number for them. What’s the point of having an order number if it doesn’t help the rep to find the order?

 

Anyway, a full two weeks later, I finally got my refund, which was missing the $45 restocking fee. I had to call yet again, wait on hold, be transferred, and then the guy tells me the restocking fee is normal and the best he can do is give me a $25 account credit. I had to pull up the return policy from the AT&T website to convince him that no restocking fee should have been charged, he put me on hold again to speak to a manager, and then credited me the $45. 

 

I’m so annoyed because first of all, I followed the return policy, why was I charged the restocking fee in the first place? And then it has to be refunded as an account credit instead of back to my credit card? What kind of way is that to conduct business?

 

I really don’t expect good customer service from a company like AT&T, they know they’re too big to fail and how they treat people doesn’t matter. But this is basically thievery and it’s not ok. How many people don’t care enough to haunt them over $45? They have the nerve to nickle and dime customers for everything but they’ll disregard their own return policy, inconvenience you, and then not even give you a proper refund for THEIR mistake. 

 

I’m still going to buy the XS max but I’m buying it unlocked straight from Apple and I encourage everyone else to do the same. There’s no reason to buy a device from AT&T anymore and I never will again. 

Gary L

ACE - Expert

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16.1K Messages

4 y مضت

@Softersounds Maybe it's not a billing mistake.  

 

I've never heard that returning by mail avoids a restocking fee, can you provide a link or screenshot?

All I see is this here https://www.att.com/shop/wireless/returnpolicy.html#tab2

 

The only time I've heard of no restocking fee for buyer's remorse is for Apple products when they are unopened.

 

I had to pull up the return policy from the AT&T website to convince him that no restocking fee should have been charged, he put me on hold again to speak to a manager, and then credited me the $45. 

Please provide this page...

 

 

Tutor

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5 Messages

4 y مضت

It specifically says that if a device is ordered online and returned within 14 days, there will be no restocking fee charged. I first tried to return it to the store, and there the manager told me their store DOES charge a fee regardless but if I return it via mail I would not be charged. 

 

https://www.att.com/plans/next.html

 

 

Can I return my device?

Yes. Devices purchased with an installment plan are subject to our 14-day return policy.

  • Visit an AT&T store within 14 calendar days from date of purchase to exchange the device.
  • For orders placed online, there won’t be a restocking fee for returns made within 14 calendar days. If you placed your order online and picked up in store, you must return to a company-owned store to wave the restocking fee. Waiver of fee subject to change.

 

Gary L

ACE - Expert

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16.1K Messages

4 y مضت


@Softersounds wrote:

It specifically says that if a device is ordered online and returned within 14 days, there will be no restocking fee charged. I first tried to return it to the store, and there the manager told me their store DOES charge a fee regardless but if I return it via mail I would not be charged. 

https://www.att.com/plans/next.html

THANK YOU! I'll be bookmarking that page.

 

It's interesting if you click on "Yes. Devices purchased with an installment plan are subject to our 14-day return policy." that I'm not seeing that info.

 

 

Tutor

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5 Messages

4 y مضت

Interesting indeed! It’s almost like they want to keep $45 out of every refund they issue. 

ACE - Sage

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100.2K Messages

4 y مضت

@Softersounds

If the packaging, plasitic wrap was not removed, you can ask for the resock fee to be refunded.  If you opened the packaging, you pay the restock fee.  

The notice of restock fee and upgrade fee is included somewhere no matter how you placed your order.

    It’s always a good idea to read the full return Policy, which does mention this

 

 

Tutor

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5 Messages

4 y مضت

@@lizdance40

The policy I posted above, which I found easily on the AT&T official website, doesn’t say anything about the phone being in packaging, it just says if it was ordered online and returned within 14 days there is no restocking fee. I was also assured by three different employees that I wouldn’t be charged a restocking fee. Who keeps a phone in the packaging for 14 days anyway? How do you know you don’t like the phone without using it?

 

Regardless, I’ve been refunded already. I just think it’s absolutely ridiculous the runaround I’ve been given over this issue when my original intent was to exchange the phone for the more expensive model. Like even besides the restocking fee issue, I have spent a collective 2.5 hours on the phone with AT&T over the past ten days just trying to get information about my return status. And the majority of that time has been me sitting on hold while the rep tries to locate my order, even though I have provided them with the order number and the usps tracking number. I’ve worked in a call center before - I totally get that technology doesn’t always cooperate and the rep doesn’t have first hand knowledge of every order you give them, but this has been way more difficult than it needed to be and for no reason! 

ACE - Sage

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100.2K Messages

4 y مضت

@Softersounds

The link included on the page you linked, to the full refund policy does state the phone package must be unopened.

Once you ope the package the phone cannot be sold as new.  Especially not if you activated it.  

 

Tutor

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5 Messages

4 y مضت

@lizdance40

If they are going to specify that the device has to be unopened to waive the restocking fee, they should say so clearly on every page, and they should educate their employees on the policy. All three employees I spoke with were given the specifics of my situation (I had been using the iPhone XS, so it was obviously opened, I just wanted to exchange it for the XS max) and all three told me that if I returned it (by mail, not to a store) there would be no restocking fee.

 

I realize that you don’t work for AT&T and don’t write or enforce their policies, I’m just irritated by this entire situation that had no reason to be this difficult. If someone had told me to begin with that I’d be rightfully charged a restocking fee regardless I would’ve just returned the phone to the store and had my money back two weeks earlier. 

ACE - Sage

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100.2K Messages

4 y مضت

I agree and I have forwarded the issue to the community manager with link to this thread.

 

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