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The Samsung Galaxy S24
Rjpeterso's profile

New Member

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3 Messages

Monday, January 16th, 2023 3:23 AM

Tried to sell me a used and broken phone

I went in to an AT&T store and tried to buy a Samsung Galaxy S22 but they didn't have one in stock. So they ordered me one to be delivered to my house and then bring in to be activated. I received the package two days later and when I opened the box there was an AT&T box inside. I opened the box and the phone was in there with the screen protector partially removed and the phone was just floating around in the box which I thought was strange because usually they are secured in the box and in a branded box. I went in to the AT&T store to activate it and the store manager kept asking if it was an insurance replacement phone and I said no, I bought a new phone. She was pretty confused and when we tried to activate it the phone just kept asking me to log in to Google over and over again until she said the phone was broken. So AT&T tried to sell me a broken refurbished phone as a new one?? That is some pretty shady stuff. As a result I had to wait two hours to get it activated. They luckily had one phone in the back that they were able to set me up with in a Samsung box. I'm just really disappointed and wonder if this has happened to anyone else? I feel like I should have returned the phone and gone with another carrier.

ACE - Expert

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24.6K Messages

1 year ago

Was it an AT&T Authorized Retail Store or an AT&T Corporate Store?

New Member

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3 Messages

1 year ago

It was a corporate store:

2439 W. Kettleman Lane

Lodi, CA 95242

The employees did what they could to help so I'm not complaining about the store, but  AT&T shipped me a crap phone.

ACE - Sage

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117.9K Messages

1 year ago

I'm enclosing an unboxing video which is exactly the way your phone should have come with the exception of an AT&T box instead of the generic box for the unlocked phone like I have.

https://youtu.be/zcnws8WLgBM

Some of the phones had a paper tab on the bottom of the Box rather than the round plastic stickers sealing the Box. But you should have had either the plastic sticker or the paper tear tabs to indicate to you that the Box had never been opened before.

If you get a box that it indicates that it has been opened you should contact AT&T right away and let them know that the box has been tampered with. Having factory reset protection on, and physical damage to the phone certainly indicates that the phone is not new.

Clearly somebody fouled up

(edited)

Community Support

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232.4K Messages

1 year ago

This is not the experience we like to hear, and we're glad that you were able to get your concerns resolved in an AT&T store, Rjpeterso.

 

Based on the details you've provided, we want to bring you into a Direct Message to submit further feedback for you. Please check the message icon in the upper portion of the page and reply. 

 

We look forward to hearing back from you and providing a better experience for you. 


Thanks for contacting the AT&T Community Forums.

 

Lynn, AT&T Community Specialist

New Member

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3 Messages

1 year ago

The link you guys send me keeps expiring before I can get to it. I never get notified of the private messaging on here so I don't know when a link is sent. Can you send another link and I will try to check back tomorrow?

ACE - Sage

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117.9K Messages

1 year ago

@Rjpeterso

The option to participate in direct message times out at the end of that person's business day. If you can't respond within a couple of hours, you're going to have to start all over again.

You can also file a Better Business Bureau complaint online. The complaint is forward back to AT&T upper management and it will include the contact information you provide so that they can call or email you

Community Support

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232.4K Messages

1 year ago

Hello, @Rjpeterso! We want to take a closer look at your inquiry.

 

Let's meet in a Direct Message to further discuss your options. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to chatting with you soon!

 

Rachel, AT&T Community Specialist

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