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New Member

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1 Message

Mon, Jan 20, 2020 4:35 PM

Hello everyone

I just wanted to let everybody know at AT&T community. That I was extremely upset with the AT&T retail. They did not take care of me so if you have issues with an iPhone they will not help you or repair it they’ll send you back to Apple to get it fixed. I think since they sell the phones I think they should also fix the phones at the spot so you don’t have to go and call the call center I’ll go to the Apple retail store that’s just my opinion

Responses

Constructive

Employee

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6.3K Messages

4 weeks ago

apple forbids AT&T to repair any apple products. Do you think Walmart should repair phones as well? At&T is a retailer not a repair station. Don’t like it take it up with apple

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While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
mobilemax

Employee

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796 Messages

3 weeks ago

Hello,

Unfortunate you had a phone issue. The Apple policy is across all retailers. Any carrier, or retailer for the most part, gives a return/exchange period and restock fee for any devices sold. If the phone is “defective”, Apple will warranty exchange it within the first year free of charge. AT&T is a service provider, in that they provide your iPhone the service, it don’t make, repair or fix the Apple hardware or iOS software. It’s a liability as the representatives are trained in the service, and only on the key uses of the devices, not how to repair. Think of it like a car dealership, there’s a “sales” and “service” department. Each have their own reason for existing.

What is the issue you had? There is a current known Apple issue with the software updating on iPhone 11, 11 Pro and 11 Pro Max models that only allows it to be done through iTunes at this point in time. Frustrating, but part of technology, good and bad.

*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.