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.