Skip to main content
AT&T Community Forums
Backlight's profile



3 Messages

Thu, Sep 18, 2014 3:57 AM

AT&T on its way

Comcast is bad. AT&T is on it's way there. Very poor customer service. Will likely change carriers soon. I'm still fuming.

I used to love AT&T. Best phones, innovative, user friendly, great plans, affordable. And then today happened.

I've been having issues with my iPhone 5 not charging. Today it wouldn't charge at all. Wouldn't turn on. With my life basically on my phone I was cut off from all my contact information, banking information, and email. I survived the day and went straight to their store after work.

After explaining my problem to the clerk who was kind. I was told I could
- file an insurance claim (because the 2 yr warranty I PAID extra for hadn't expired), paying a minimum of $100 to get a refurbished version of the same phone. AND I wouldn't get it for TWO days
- drive 30 min to the nearest apple store, file an insurance claim there, get an in store replacement... But wait... They didn't have any in stock
- wait until the 7th of NEXT month when I'm eligible for an upgrade w a 2 yr contract. Yes. Less than three weeks away. And the phone I want under this option is $200
- if I wanted a phone today I'd have to pay $250 for an "early upgrade" in addition to signing a 2 yr contract and paying $200 for the phone. So a total of $450
- if I wanted a phone today I could do a payment plan, but then I'd have to pay the full cost of the phone broken down into 24 monthly payments. So a total $650

When I asked if an exception could be made so I could upgrade early I was told no because of all the options I have. REALLY. I paid for insurance. You have phones of my model IN STOCK. I pay at least $100 maybe $200, you don't know untill I call and file the claim and even THEN I go at least TWO days with out a phone! Let's ignore that I PAID for extra coverage, if I want to walk out with the same phone I have to pay 250 plus $1 (cost of iPhone 5 w/ another 2 yr contract per associate). And this one couldn't even make it two years!!!!

I'm not trying to get an iPhone 6. I needed a phone TODAY. When I walked out the door.

I was willing to sign another contract and pay $200 up front so I could walk out the door with a working phone! I pay my bills on time. I've had you for years. My contract EXPIRES in less than ONE month. I get a discount through my work from AT&T. But, I can also get one from VERISON.

Paying one more months bill to you is a lot cheaper than an "early upgrade". VERISON has the same phone!!

I asked the associate these questions. He asked his manager, who said no exception because of my "options". Yes. Options.

The option to tell my coworkers of the poor service I received at just one of the service providers we receive a DISCOUNT at!



Former Employee


4.9K Messages

7 y ago

Hello, Backlight!

Thanks for posting. I'm sorry to hear about your recent experience with your broken device. We would be happy to review your account and discuss some options, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.


You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.



Get started...

Ask a new question