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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!
Anonymous
New Member
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25.7K Messages
6 years ago
>Again you don't address my customer service call.
I addressed your signed agreement with at&t which overrides anything spoken by an agent. You choose to ignore what one employee says but listen to another. Written agreement will override spokenevery time.
>Again as a consumer I wanted to understand my options. I asked to return the device. I was refused.
I have said you should be able to return it. I have not disagreed with this at all
> Notice how to government link says the merchant must supply a replacement?
It does not say the merchant must supply a replacement. It says they must provide you with OPTIONS of replacement, repair or refund. Refund is through the point of purchase, again I have said I side with you. Repair or refund your option is to go through the Manufacteror. That is an option. It never says at the point of sale. You just must have some way accessible to you to have it repaired or replaced, both of which you have the capability to do. If you will return the phone, you will have the pay the restocking fee. Its the same fee you would have to pay for any return. The link you have posted said there are no laws related to restocking fees.
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MRD956
Tutor
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10 Messages
6 years ago
I don't understand how you misunderstand that the merchant must provide the option of replacement. Apple is not the merchant I purchased from. AT&T is the merchant I purchased from. Should I go to apple my option is fix. However, this doesn't matter because AT&T is my merchant. So if my warranty only offers me the Fix option and my merchant is only offering me (or should be offering me) the return option, where is my replace option? I honestly didn't think it would matter to include this detail, however while at the Apple store the only thing they said that would happen is they would replace the screen on the phone, fixing the issue.
If I go to Apple and have my phone repaired I basically got a refurbished Iphone for full price at the AT&T store. I expect AT&T to sell me a fully functional new unopened product since I am paying for that and it is their duty to supply me with that legally considering they are the merchant who sold it to me.
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Anonymous
New Member
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25.7K Messages
6 years ago
It doesnt say the Merchant must replace it. It says you must have the option to replace it (which you do, you just are ignore this). It says you must have the option to return, repair or replace. Repaid and replace both come from Apple in this case, but it is an OPTION you have that you are choosing to ignore. It also says OR, not all 3. Apple usually does offer the option for a replacement, but if they repair it they are abiding by the law.
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MRD956
Tutor
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10 Messages
6 years ago
Like I said, when I went to the apple store, they offered to fix the device according to my 2 year warranty. I DO NOT WANT IT FIXED. I want it REPLACED. So again, If Apple won't replace my phone, and AT&T won't replace my phone. Do I just sit here with a finger up my bum and wonder how I just bought a broken phone for full price and I can only hope the fix all the issues in it? Do I pay money for a new screen as Apple does to so many people? Do I take the chance and hope that more things aren't defective but just aren't showing? If Apple offered me a replacement I would have happily taken it.
I will not accept a fixed phone. Law specifically says, I am entiltled to three options. So far the only one I am able to act on at this very moment is my fix option. I cannot return the phone (as the manager outright refused that to me) aswell as my replace option considering the only thing Apple is willing to do is fix the phone as per my 2 year warranty agreement (which could also cost me money) and AT&T (atleast the one I went to) is refusing that aswell.
So my specific question relating to the law is, If Apple only gives the option of Repair wouldn't you say the merchant is now forced to give the replace option? Because the law says it is the MERCHANTS duty to supply the option? not the manufacturer.
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Anonymous
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25.7K Messages
6 years ago
The law says you are entitled to return it, repair it OR replace it. It does not say you are entitled to all 3. You can return it through at&t, you can take it to apple to repair or replace it. At&t can not repair or replace it, it has to go through apple. You signed an agreement saying you would agree to go through apple for all warrenty and replacements when you started the plan with at&t. You are ignoring what you signed saying you would have to do here. Apple will more than likely replace your phone if you ask. I know of several people who have done it.
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MRD956
Tutor
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10 Messages
6 years ago
I must say, If you are correct rightofpassage. Not only am I going to feel like a MAJOR fool, but im going to be one angry dude at the customer support who was so ill informed. If the customer support was indeed wrong, not only did I basically make a fool of myself, I probably ruined a managers day at the AT&T store. If the customer service reps had told me "you are indeed wrong sir, you're only option is to go to apple" I would have never gone back and my phone would be getting repaired more than likely.
I honestly hope I am the correct one here, that would mean I wasn't made into a fool with false info and I will have the new phone I purchased.
I still will always be upset that this manager refused to return my phone when I asked however.
This is a mess of a situation. I suppose I will get my answers tomorrow at the official AT&T store. Either way this is such a negative experience and quite honestly I had started to feel favorable about apple and now my opinion is right back to my origional of "I really dont like apples buisness practices"
Either way aswell im going to look negativley on AT&T aswell... I don't know who yet but someone lied to me and im so steamed im the cog spinning at the center of it...
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Anonymous
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25.7K Messages
6 years ago
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formerlyknownas
ACE - Sage
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107.4K Messages
6 years ago
@MRD956
The problem is you are dealing with 3 different entities, not just 2.
Apple
ATT
and an authorized retailer at the mall.
Lesson: do not deal with the authorized retailer.
While Carriers will often do an exchange of a defective Apple device within the first 14 days, they have an agreement with Apple to refer all warranty exchanges direct to Apple. @Anonymous Provided the correct links and the Massachusetts consumer rights document supports it, not refutes it. As long as you have warranty support for your device, the retailer has acted appropriately.
Should Tony have replaced the phone? Morally it was the right thing to do ad his store is not going to suffer because Apple will refund. But he did not have to ad referring you to Apple was correct.
Att company stores will almost always just do the exchange for you.
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MRD956
Tutor
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10 Messages
6 years ago
I have to say, between the conflicting word of the 3 parties here (Apple, AT&T Customer Support and The AT&T Authorized Retailer) Im astounded that there was not a definitive answer here between the 3 of them. All 3 ambasadors of their respected companies tied by a corporate agreement, you'd think they'd know it.
Clearly, this proved to be too much and in the end the one that ends up suffering is the consumer. Oh well right? Only took 4 days of aggravation just to even use the product I purchased.
A terrible shame, as im not angry that I received a defective product, (I understand manufacturing errors happen) Im angry about how the situation was handled by both companies. Primarily AT&T considering they have a manager of a store who is so short of temper he kicks people out of his store for attempting to straighten out conflicting facts and two customer service reps (one a manager! or so i was told) for giving me bad information!
Although I am keeping my service at AT&T for the phone, I beleive my family will be shying away from all other products AT&T has. Namely their TV service which we WERE interested in greatly (comcast charges alot, but atleast they have competant workers) but that is no longer the case.
😕
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