Tutor
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7 Messages
Complaints, customer service, store
We have had ATT for a very long time. We upgrade regularly even if we pay to get out of a NEXT plan to do so sometimes. Apparently this means nothing to ATT.
We upgraded two of our phones in April. The first phone was pushed an updated 3 weeks later and was rendered totally useless. I had to wait for an exchange to be mailed to me. I was in a corporate store and they said they could not swap it out. We started having issues with both phones.... they do not text reliably, they do not always alert you for anything including msgs, reminders, etc. This means our phones are really not very useful. One is worse than the other. So, the second phone was replaced and the replacement is as bad if not worse and has screen burn in also. Called and spoke to ******* and she said it was unacceptable, she had spoke to her supervisor and she told us to go to the store and tell them they had to replace the phone with whatever phone we wanted with no charge out of our pocket and she was noting it on our account. If we had any problems we were supposed to call her from the store. We went to the store and the store manager was very rude right from the start. He told us that is not what the note said... It said something about a discount and he refused to help or to call her. Of course the person who had the problem phone and was told that was upset. I said " He has every right to be upset after getting this run around" and he mentioned he didnt have to swear, it was one minor swear word, not the most used these days. I just smiled a little and he said if I thought it was funny we could leave too. WE... was myself and my husband. Husband was about to upgrade his phone while we were there. We are in our late sixties.... not some young people he thought were trouble.
We tried to call back the original number but of course got different people and they offered us a different deal..... Pay $300 out of pocket plus continue paying on the phone we would be turning in to change the phone to a different mfg and wait.... with a useless phone... for it to be mailed. Most likely so it can be a refubished phone. So we are supposed to end up paying over $1000!!! This is totally unacceptable. We would be better off going to another carrier and letting them buy us out.
I need to know where to lodge a formal complaint against that store manager because he was way out of line. Also to find a way to get this situation resolved without us being stuck with useless phone after only 6 months.
formerlyknownas
ACE - Sage
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107.2K Messages
7 years ago
From one customer to another, I will explain why you are not getting what you want, and won't get any "buy out" from another carrier.
1. Phones are not an extension of our service. The switch all carriers made to installments are meant to make that clear.
2. Warranty is by the manufacturer. Carrier have contracts with each manufacturer on how they are to handle a warranty swap of phones. Apple requires hands off- customers must deal with them directly.
3. If warranty runs out you can use insurance if you have it.
4. If warranty is up and no insurance, you can contact the manufacturer directly and hope they will back up their product.
WHY YOU CANT GET A BUY OUT ....
All carriers offer a $650 buy out. Requirements are.
1. Port in
2. Trade in your contract/installment plan device in excellent working order.
So your dead in the water right there.
3. Buy a new phone on the carriers installment plan
4. Submit final bill.
If your phones are the same model with the same software problem, contacting the manufacturer is the way to go. They will first suggest you factory reset, which you can do on your own now and I highly recommend. Make sure you have a good wifi connection.
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eah92.
Tutor
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7 Messages
7 years ago
Both phones have been reset multiple times. They have both been swapped out. Problems started not long after we got them.
The person who sent us to the store guaranteeing the switch created more problems by not notating it corectly.
The store manager having an attitude from the start compounded the problems.
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formerlyknownas
ACE - Sage
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107.2K Messages
7 years ago
I understand you're annoyed with the customer service. I think the problem is they can't help you. The first one palmed you off on the store, and they are even less able to help you.
I cant help you with the interaction you received. All I can do is suggest how to fix the phone problem.
What phones do you have?
When you say "reset" do you mean entirely erased?
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eah92.
Tutor
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7 Messages
7 years ago
The phone with the worse problems is an LG V10. The latest exchange of that phone was less than a week ago. Yes, I mean complete factory reset of the phones. The previous phone was reset about 10 times. The replacement has only been reset twice so far. Once today because he believed it was being replaced by another phone. Tech support has run these phones through all of their standard things.
The other phone has issues less often but it is used less so we have been trying to get the worst phone taken care of.
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eah92.
Tutor
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7 Messages
7 years ago
BTW Although I am in my late sixties I am not technologically challenged.
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formerlyknownas
ACE - Sage
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107.2K Messages
7 years ago
I'm sorry if I implied you were. Lots of young people don't know what factory reset means, it isn't an age judgement.
Thanks for the additional information. The last 3 LG phones have had significant problems. The G4, and G5 had the boot loop and battery problems. The v10 has carriered on with similar problems. LG has been making good on their phones if you contact them directly.
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eah92.
Tutor
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7 Messages
7 years ago
No, you did not imply I was 🙂 It is usually assumed I'm just an old broad that knows nothing about anything tech so it gets dumbed down.
We have not called LG but I have chatted with them through facebook messaging. They are very slow to respond and the last message said we would have to send the phone/s to them to diagnose. That would leave us without a phone for we don't know how long. I havent received a response to my last message but maybe we should just call.
I have read reports that they have not provided good customer support so I thought it was useless. I know we will certainly never try an LG product again.
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