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.