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New Member

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4 Messages

Thu, Jul 2, 2020 11:04 PM

Cellphone Damage/ blocked by store employee

Hi I desperately need information! today I went to an At&T store in order to get a new SIM card for my phone Iphone 8 Plus  I don't know what happen that the employee start making some kind of changes in the SIM card that I already had and was going to replace for another. Shortly I was informed that my phone was blocked and there is no way to resolve it. So I ask what are my options they presented me the option of paying me $300 dollars for my device which originally cost 1000 .... what are the policy of at&t in cases of employee wrongdoing because now i have no phone and the store didn't take responsibility for there error. The only thing I ask that the phone that was damage by the seller to be replaced with new not damaged working properly Iphone 8 Plus its the fair thing to do. If someone have the kindness to help me and orient me what course of action I can take. Please I beg. 

Responses

Brand User
ATTHelp

Community Support

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127.2K Messages

a month ago

Hello, @laura_rosado1,

 

Thank you for reaching out. You'll need to go to the store for assistance with your phone. 

 

Have a great weekend.

 

James, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

My phone was working absolutely perfect. I needed a Sim card to be able to use an apple watch I bought from them. So the only thing they had to do from what I know was to change a SIM card from one to the New one. Well when they gave me back my phone they told me the phone was blocked and they couldn't do nothing about that... when I turned on the phone the only thing that said in the scree was "Hello".. So I asked them what happened and they couldn't give a straight answer.... since I don't know much of technology ... I ask for them to give me a written report of the error  they told me they weren't authorize to do that... so I ask for the manager or they superior which never came to talk with me... so again I ask to someone I can called about this.... they told me that it was not protocol to give me that kind of information.. they gave me 3 options.. #1: Buy a very old model of iphone for $5...#2: but Iphone 11 or #3: try to backup my phone to see if it works...I choose #3. In conclusion the phone never worked... I returned the watch.. So overall i lost all my day in the store and I left without phone and watch for something I have absolutely nothing to do with. They never took responsibility not acknowledge there error not even try to explain what happened. I was astonished... it very hard for me to believe that AT&T doesn't have protocols in situations like this. I really don't know how to proceed.... something I can do?

dwill05

Master

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3.9K Messages

a month ago

The story doesn’t have enough details to make sense of it.  Why did you need a new SIM card?  What exactly did they do at the store?  Did they take your old SIM card out of the phone and do something with it?  Did they install the new SIM card?  Did they mess with the settings on your phone?  What do you mean that your phone was “blocked?  The screen locked?  Blocked from the network?  Was it “blocked” while it was there?  About the only way this would make sense is if they ran the IMEI and found it was a lost or stolen phone, or associated with fraud, and blacklisted the phone right there. You also mention that the phone was “damage by the seller”.  Was it damaged when you took it in, or are you saying that it was a perfectly working phone and AT&T employees damaged it at the store?

Im sure that the $300 off was for a trade in.  The fact that the phone originally cost $1000 is irrelevant because an iPhone 8 is a nearly 3 year old model, and is worth nowhere near the original price.

New Member

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4 Messages

My phone was working absolutely perfect. I needed a Sim card to be able to use an apple watch I bought from them. So the only thing they had to do from what I know was to change a SIM card from one to the New one. Well when they gave me back my phone they told me the phone was blocked and they couldn't do nothing about that... when I turned on the phone the only thing that said in the scree was "Hello".. So I asked them what happened and they couldn't give a straight answer.... since I don't know much of technology ... I ask for them to give me a written report of the error  they told me they weren't authorize to do that... so I ask for the manager or they superior which never came to talk with me... so again I ask to someone I can called about this.... they told me that it was not protocol to give me that kind of information.. they gave me 3 options.. #1: Buy a very old model of iphone for $5...#2: but Iphone 11 or #3: try to backup my phone to see if it works...I choose #3. In conclusion the phone never worked... I returned the watch.. So overall i lost all my day in the store and I left without phone and watch for something I have absolutely nothing to do with. They never took responsibility not acknowledge there error not even try to explain what happened. I was astonished... it very hard for me to believe that AT&T doesn't have protocols in situations like this. I really don't know how to proceed.... something I can do?

dwill05

Master

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3.9K Messages

When you see the “Hello” screen, it usually means that the phone has been factory reset and you just need to go through the setup again.  Did you go through the phone setup again?

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