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PZiemer's profile

Contributor

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3 Messages

Wednesday, July 19th, 2017 2:49 PM

Grievance Against AT&T Store Manager

I want to file a grievance against the store manage of the AT&T Surprise Retail Store, Store No. SA05, in Surprise, AZ (first name of manager Eddie).  How can I do this and get the money back that I am entitled to for a charge for service that was not required for the phone we purchased for my mother.  We also are have a issues with another phone that was purchased from this store and have multiple problems with the phone from the beginning, and continue to have problems with the one that we had it replaced with, very poor service when you have a problem, they would not return the phone, we had to return and then when we when in to have it set-up they messed the new phone up so that it does not work any better than the original phone (this was a over $700 phone that was purchased and it still is not working right).   

ATTHelp

Community Support

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207.7K Messages

6 years ago

Hi there @PZiemer!


I can understand how concerning this situation can be, it’s not how we would want you to feel about us. Don’t worry we’re here to help!


What I can do is send all the information you have provided to the proper channels to further investigate this. We want to make sure all stores are running smoothly and at peak proficiency.


I would invite you to use our Troubleshoot & Resolve Tool. After selecting the make and model of the device, you can choose any issues it’s having and it will pin point the issue. Once it has found the issue the device is having it will find you the best solution for you. It’s like having your own personal technical advisor 24/7. After troubleshooting all steps if you’re still having the same issue I would recommend processing a warranty claim.


It’s been my pleasure working with you on this. I hope you have a great rest of your weekend!


Zach, AT&T Community Specialist

Contributor

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3 Messages

6 years ago

We have already send one claim in for the phone, and received the second
one which has more problems than the first one. We really would like to
have the option to trade the phone for a different model but was told at
the store it was past the time to exchange. It is not like we haven't
tired, we were on the phone with AT&T tech support for over 3 hours trouble
shooting with no luck, finally gave up after got disconnected and called
back and was not able to get connected with person that we had been working
with and was told we would have to start over with a new person from
beginning, at that point we had to leave to get to a previously scheduled
doctor appointment. This has been the worse experience I have had with
AT&T in all years that I have been a customer which would total more
years than the age of the reps I have been dealing with in customer
service. My question at this point is, how can we get a different phone to
replace LG 8 that we paid over $700 for that won't hold a charge longer
than 2hrs, shuts down by itself, has cause us to go over our monthly data
usage since we got it which can not be explain to us by any one, we never
that problem with the old phone and we are not using the new phone any
differently. If any thing we should be using less as the new phone hasn't
been working half time as it loses its charge. Please advise as to how to
handle the multiple issues we currently are experiencing. We need our
phones to be work as we in the medical field and it is important to be able
to be reached when needed. This the first time I have seriously considered
switching service, as this has all been a nightmare. Mainly need phones
that work and someone to explain why our usage has went sky high the
previous two months for no reason. I have paid my the bills, but only
because no could explain it and I was out of time and patience in dealing
with customers service, its hard when you go in to get help and the first
thing you hear is we have about a 30 to 45 minute wait before we can get to
you, which mean it will be more likely a hour which it was. Please help!!!

ACE - Sage

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104.2K Messages

6 years ago

@PZiemer

Im sure you will hear this from support also.  ATT does not warranty your phone.  They don't build them, they don't warranty or insure them.   In your case, LG does.  ATT and other carriers are contacted with manufacturers to make exchanges under the agreement for 1 year.  If ATT has not provided an exchange phone you can use, you can contact LG yourself - go over ATTs head as it were.

 

Contributor

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3 Messages

6 years ago

I feel AT&T should stand behind equipment they sell and if it is the case
they can't it is sad that they are willing to sell them to you in a heart
beat and then you are on your own. Very very disappointed with the
customer service AT&T has been providing or should say the lack of. AT&T
might as well set up a vending machine to dispense the phones and forget
having people in the stores as for the service you get at the stores.
Seems that a lot people feel the same from over hearing the conversations I
heard as I waited the hour to have someone say they couldn't help me. Lots
of people unhappy with AT&T service along with me.
Very sad, will have to see what the best direction is for us to go from
here with your last response.
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