Horrible Lying Store Manager Refuses to Replace a Defective Iphone 7 a Few Days After Purchase.
So my new Iphone 7 had a portion of the screen not working, a half inch of the screen on the right side completely didn't work. While I was a little upset about this, I decided it wasn't too huge of an issue and I would replace it at the place of purchase. An AT&T store inside of a mall was the place of purchase. Going into the store 2 days after purchase I asked a store sales man to have the phone replaced, I had shown him the issue of the phone and he had agreed that the phone was indeed defective and that it could have been over looked when the phone was intially opened in the store. However, the sales rep said he wasn't the one to deal with returns and he said he'd grab the manager to help me out. This is when I met Tony. Tony started the conversation by asking about the issues of the phone. I showed him the side of the screen didn't work and he agreed that it was a defective phone. He then said that I would have to go to the Apple store to get it fixed. At this point I was questionable and asked him "well the sales rep we saw on the 24th said we had 15 days to return the device." his response was that policy only reflected that of non-Iphone purchases and that once you open the device, apples warranty kicks in and only they can deal with it from there on. I then sceptically went to the apple store, here they told me they could technically fix it but i should really go back to the AT&T store and ask for a replacement or refund as they should give me one. I go to the AT&T store a second time where I further express my disatsfaction with this policy and i ask multiple questions just to make sure im not mistaken. One of my questions was specifically "So if I bought an Iphone today in cash walked out of the store and found out it had a broken screen, came back to this store and asked for a refund, what would you say?" Tony's response was "You would have to go to the Apple store" I asked "So how would I get my money back?" and he said "You wouldn't be able to". So at this point I was very angry and I left the store. I received a text from AT&T saying to call the customer support number. So I did and they explained to me that the manager was in the wrong and that I should attempt to go back and have them possibly speak to them. Upon entering the store the manager told me very loudly "Im done with this, this is done." I tried explaining that I had called the customer support for AT&T however he then told me to get out of his store. He said this again and then walked away into the back saying he was calling security. I was standing there astonished with the rest of the customers that he had acted in such a way. A few walked out even. I proceeded to finish my call with the customer support agent, the security came and asked me to leave kindly and I left the store. There the customer support agent reffered me to an official AT&T store nearby and suggested that I wrote a letter to the address at the bottom of my monthly bill (which I intend on doing) aswell as come here to this forum to voice my concerns. Honestly, I am appauld that this guy would even be considered for a management position. As he either has no clue what he is doing, or he is trying his hardest to have as little returns possible to (I assume) make his stores numbers look good. Not only the fact he couldn't handle himself calmly but him also lying to the highest degree just to avoid a replacement is illegal according to the FTC! You have 3 buisness days to return any goods purchased with a few exceptions (this is not one of them). I will not be going down that path of things mainly because I was impressed by your customer support and I understand people like this slip through the cracks and that they do not represent a whole company . However, what will show the true merrit of AT&T is how you guys deal with this man. As he has honestly given me the worst experience I have had to date dealing with any kind of retail, resturant or tech store. (and boy I have pretty bad stories). On the plus side your customer support was A+ and leaves me some hope for AT&T. Since the official AT&T Store was closed I will be going there on 12/27/16 to finish up this issue! Hopefully I will have a better experience!