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Tutor

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5 Messages

Mon, May 11, 2015 10:32 PM

ATT'S Warranty Scams....What a Tragedy.

I had recently upgraded to a Blackberry Passport and used it for about 3 weeks.  After having issues with software and receiving phone calls, ATT said I was within my warranty time so that I should file a claim and get a replacement device sent to me.  When I had received the replacement phone, I followed the instructions and placed the old phone (WITHOUT ANY DAMAGES) back into their packaging and sent it back to them using their label. 

 

I got confirmation that they had received my replacement and three weeks later I get a package in the mail with my phone returned back to me completely broken with the back cover ripped off.  I called ATT and spoke with a number of representatives and they all told me that they weren't going to assist in any way. I am not stuck with a broken phone and a $550 pending bill on my account for damages that I am almost positive was done by the warranty department at ATT. 

 

I went online after being on the phone with ATT for over 2 hours and came across hundreds of articles validating ATT's fradulent warranty department.

 

I am extremely disappointed in ATT and after being a customer for over 10 years, I am ready to move onto something better. I hope no one else has to deal with this scummy service.

 

Lost all respect for this company.

ACE - Sage

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98.5K Messages

7年前

Once in a while, a complaint like this is posted. I don't know of the packing in insufficient, device is damaged during shipping, or broken on arrival. What does seem to prevent these claims, is to pack the phone at an AT&T store with employee witnesses. Take a photo as proof, then mail the phone.

After the fact, customers have dug in their heels and insisted the phone was in good shape when shipped and they need to take responsibility for breaking the phone. Take the complaint as far as you need to to get refund and a fixed phone.

Good luck and sorry this happened.

Tutor

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5 Messages

7年前

Hi there, thank you for responding and giving me the opportunity to expand on this.

 

The packaging provided is their packaging.  They REQUEST that you send it in the box that the new phone was sent in, as well as, to use the sleeve provided which cases the phone securely in place. In addition to that I even put additional packing material to insure that the phone would have even less chance of moving in the event of the box being tossed around during transit.

 

It really is unfortunate. I spoke with the rep and they even pointed out to me that the box had NO DAMAGES when received and no visible evidence that the box was opened prioir to them receiving. HOW, you might ask. They provide a blue tape that leaves a blue residue if you tamper with it. I touched it while applying the sticker and I had a blue stain on my hand.  This clearl would be a huge indicator if they saw that the blue residue and the tape were not aligned when they received the package.

 

You mention that these things pop up once in awhile. Thats quite reasonable as not many people will deal with going on the web and looking for a AT&T forum that is, if I may add, unmoderated, and post something.  They will more than likely call, deal with the so called "Customer Service" reps and then call it quits and take their phone services elsewhere.

 

Its one thing to have to pay money for things that did not occur in your possession. But its another thing whne you go on the web and find easily find multiple articles, post, and complaints about this happening to others.  And to add fuel to the fire, the representatives are absolutely without reason.  They abide by a piece of paper handed down from the upper corporate hanchos who are sitting in their luxury while they have people read off their scripts and tell the customer that they are at fault.

 

I would be really interested to see if any of the so called "moderators" come back with a response to this.  And, I can almost guarantee that it will be a "COPY & PASTE" reply to contact them IN PRIVATE.

ACE - Sage

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98.5K Messages

7年前

I am sure they will reply as you say. They would be asking for personal and identifying information the rest of us should not see.
One timers like yourself, are more likely to get help as your a responsible customer.
Customers who are constantly having "issues" and late payments, etc. are less likely to get a rep to believe them.

Don't be afraid to persue this up the line if you need to.

****referring to your original description of the problem, per repair...do you get the feeling they had no clue what was wrong, stuck a generic "the phone is broken" {spoken like Lenny from Of Mice and Men} label on it and sent it back? Just sayin....

Tutor

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5 Messages

7年前

Thank you again Liz for keeping this going.

 

I just called again today and happen to get in the same call center (which apparently happens never). The reps I spoke with "apparently" left for the day so the Area Manager I spoke with didn't have much to work with other than the mile long notes that are posted on the account from my previous conversations.  After this Area Manager had gone through and reviewed my account and this case, he also agreed that this shouldn't be put on me (the customer).  However, because he didn't want to "step on the toes" of the area manager that didn't allow me to plead my case, he wanted to speak with her before authorizing any changes.

 

Your question regarding my original post about the phones brokeness is referring to my calls not getting through to my phone.  i.e : someone would call me and get the ring dial but nothing would get to my phone, hence me not answering the call. I spent hours with tech support going through troubleshooting and they were unable to get it resolved.  That is when the representative of AT&T suggested I go through the warranty.

 

The amazing thing is that every rep that I had spoken to was well aware that the Blackberry was not a popular phone to begin with and that it was ABSOLUTELY plausable that their warranty department could be the ones that handled the product incorrectly.

 

I have written a letter to corporate pleading my case.  Seeing that I've already spent over 5 hours on the phone, and broken promises from area managers promising to call me back I hope they will listen.  If nothing happens, I will update this post and be sure to let the community know how lucklaster the heads up in corporate are in delivering the appropriate customer service that loyal customers deserve.

ACE - Sage

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98.5K Messages

7年前

For a phone that was so hyped and anticipated by Blackberry fans, the AT&T version has been a real disappointment.
Unlike the international and t-Mobile version, AT&T has a rounded edge phone, for which there are very few cases. Add to that the handful of faulty phones and Blackberry isn't looking to good.
I thought the Passport was to be their come back phone. Instead it may be the nail in the coffin.

I'm glad you spoke to someone that confirmed there were notes on the problem. Please post the resolution, which I hope will be swift and in your favor.
I am optimistic for you.

Tutor

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5 Messages

7年前

What's really sad is an Area manager at a call center would give me his direct phone number saying that he answers his phones and will be sure to get back to me doesn't answer any of my calls TO HIM and doens't bother calling back in the times he said he would.

 

I am not sure if he doesn't know but I have the UID of every employee that I spoke with which will direct me straigtht to him when I file a second complaint with corporate. I am not sure if he thinks it would be impossible to trace him down but I find that difficult to believe seeing that, 1) I have his direct line, 2) All the UID of the people at his call center.

 

AT&T, really?

Tutor

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5 Messages

7年前

Just wanted to give you an update as promised Liz.

 

I contacted the President's office at AT&T and got this resolved in a matter of 25 minutes.

 

I made sure that the executive of cusomter relations took down the name of every individual at the call center was taken down (along with their employee ID's) so that they can be addressed internally by their superiors. 

 

I called back the Area Manager that promised to call me back and left him a voice mail letting him know that I got the issue resolved and that it was no longer necessary for him to contact me.  I also let him know that I had left all his information with Corporate and that I will leave it up to them on how they address the service provided during this whole claim.

 

Thank you for the encouragement to press forward and get my claim address appropriately.

Contributor

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3 Messages

6年前

The same thing happened to us. We sent back a phone that had gone out completely, and it took what seemed like too much time to get to the warranty location. We packed it neatly and there was no way it would have gotten damaged in transit. Yet they sent it back to us, inside a box loose, with a big orange arrow pointing to a crack INSIDE the screen. It was NOT like that when we sent it. Yet I'm faced with a $712 bill for a phone that was NOT cracked when we sent it. I too spent  hours on the phone with everyone I spoke to saying, "not our problem, not our area, can't do anything to help you, sorry it is out of our hands".

 

Looking for a new provider. I've been with AT&T before smart phones were in existence. I just don't understand how they can treat loyal customers this way. I will continue to complain as it is my only option for voicing my disappointment.

ACE - Sage

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98.5K Messages

6年前

@DBurgamy54

I understand shopping for a new carrier, but the warranty department shouldn't get away with this, or your $712.  

 

Contact @ATTMobilityCare and if needed, go up the line as far as you need to.  

( did it occur to the geniuses that the phone failed because it was manufactured and sold with a defective screen?   I guess not.  )

 

 

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