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Mexisasquatch's profile

1 Message

Tuesday, April 9th, 2024 3:59 PM

Is it AT&T policy to have customers fix and resolve issues that AT&T created?

I went into a store on Sunday to upgrade my phone. I specifically wanted to get the iPhone 14 Pro Max but unfortunately they did not have that one in the store, understandably since the iPhone 15’s are the newest phones. They told me that they will order it and it will be shipped. I was happy with that so when I went home later that day I saw that they put the order for the iPhone 15 Pro Max and not the iPhone 14 Pro Max that was agreed upon. I called into the customer service desk and was told that they could not cancel the order and that I would have to wait till the phone is delivered and to take it in and exchange it for the correct one which then they will have to re-order and get shipped again. Meanwhile I paid for the sales tax on the 15 Pro Max and they will issue a refund for that which will take 3-5 business days to process but I still need to pay the sales tax for the 14 Pro Max which will be taken out right away. I thought this process was a little excessive being that it was not my fault so I asked to speak with a supervisor. After waiting on the phone for an hour they said they will have one call me back in 30 minutes but no one ever called me back. The next day I called in again and got to a supervisor and after an hour on the phone with them they basically told me the same thing and that maybe next time I should not leave the store until I confirm that the sales rep submitted the correct order. To be honest I do not think there is going to be a next time. I spend a ton of money at this company and AT&T is making it feel like it is my fault for this happening and I keep getting told what I need to do to fix the problem that AT&T created. AT&T is basically stating we are going to send you the incorrect phone and you either have to deal with it or you are going to have to jump through hoops to fix a problem that we created. This is not right and AT&T needs to do better because this is ridiculous.

Former Employee

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2.7K Messages

2 months ago

Not sure what you consider “a ton of money”. Nobodies cellphone bill is a ton of money. Regardless, you are required to pay the taxes if you get a new phone. Once they receive the incorrect phone back you will be refunded for the taxes you paid in that. If you cannot afford to pay taxes on a new device you probably shouldn’t get one. 

Tutor

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6 Messages

2 months ago

Well i have more than a few products from AT&T and over $500 a month seems like a ton of money to me. 

So, maybe Mexisasquatch has some of those items as well. I'd think giving them the benefit of the doubt that they have the same type of AT&T account as I do.  

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