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alexandreionin's profile

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1 Message

Fri, Feb 13, 2015 8:31 PM

Customer Complaint about Deceptive Practices at Best Buy Store #833 in St. Louis at 8350 Eager Rd

When I went to the Best Buy store #833 at 8350 Eager Rd Saint Louis, MO 63144 in late December of 2014 to look at possibly upgrading my AT&T phone, I was told by the mobile sales representative that the upgrade of my phone on the AT&T Next program would cost around $2 extra a month because I would get a $25 discount if I got the phone. That convinced me to get the phone, and come back on two other occasions over the next few days to upgrade the other phones on my family plan. Each time I came back I asked whether it would only increase my monthly bill by around $2, and every time they said that was the case. When I got my last bill from AT&T, I noticed that the amount went up by over $100, which is lot more than I was expecting. After further investigation and a call to AT&T, it became evident that I did not receive the $25/line discount with the Next program because I already had a discount on the lines, and I was being charged the full monthly price. AT&T representative suggested that I go to the Best Buy store where I bought the phones and talk to their mobile manager, and surely they would figure out a way to solve this or let me return the phones for a full refund. I went to the store on Sunday February 7th 2015 and asked to speak to the mobile manager. I was introduced to Maggie, who told me that she would try to help me, but she needed to contact the AT&T representative for their store, and since that was on a Sunday and the representative does not work the weekends, she would contact me the following Monday. She took down my information and printed copies of my receipts for her reference. I did not hear anything back by Friday, February 13th, so I went back to the store and asked to speak to the mobile manager again. This time the manager was Brendan, who was helping another customer, and after hearing a quick description of my problem said he would get back to me as soon as he was done with the customer he was helping. Around 30 minutes later, while Brendan was still helping that customer, Stacey came over and said she was a manager as well. I explained to her what the problem was, and she told me that there is nothing she can do. She said that they can't take the phones back, and, even though the sales representative misinformed me about the price I would be charged for the phones, it is my responsibility, and If I was to cancel or switch to a different carrier I would be billed for the price of the phone, and if I returned the phones I would only get the trade-in value, which is around $500 per phone less that I owe. I explained to her that I went back to the store as soon as I noticed the discrepancy on my statement, and that there was no way for me to know about the problem at the time of purchase, but she said that it didn't matter, and that they can't do anything after the 14 day return window has passed. When I asked whether Maggie heard anything back from the AT&T store representative,Stacey said that Maggie was told by the AT&T representatives that there is nothing AT&T can do. I don't know how she knew that information, because she did not check anything or with anyone before answering. I would have never upgraded the phones if I knew that it would cost me extra $100 a month because the phones I had were fairly new as well. I just thought that for $2 I might as well upgrade them. So basically I am now on the hook for $3000 ($100 per month over the 30 month next plan) and, according to Stacey, there is nothing Best Buy can do.

ACE - Sage

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90.5K Messages

7 y ago

It is your responsibility to know what your being billed for, charged for and what mobile share plan your are on. It is not Best buy's fault.
It is not AT&T fault.

If you didn't know enough about your billing to tell the Best Buy clerk you already had a $25 line discount, how are they being deceptive? They gave you an appropriate answer with the mis-information you provided.

All carriers require customers to pay for their phones, one way or another.
You got new phones.....

Community Support

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15.2K Messages

7 y ago

Hey there @alexandreionin

 

I’m sorry to hear what happened at your local Best Buy store! It seems that there was a mix-up over where the $25 discount applies and that you were already receiving this discount by being out of contract.

 

Any bill impacting changes should have been noted on the customer service agreement provided to sign during the upgrade process. I’m afraid that it is correct that after the 14 day return period has passed, it is not possible to return the device and cancel the Next installment plan. I’m sorry for any lack of explanation that occurred during your upgrade at this location.

 

Thanks,

Charise

Contributor

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3 Messages

7 y ago

I also fell for this: My wife went in to get new phones for her and our daughters, and was told the same thing, you would pay the $25 dollars for the NEXT upgrade, but get a $25 credit on your bill. Hey no problem I'm good with that, but once again the problem was that we where already getting the credit, so now after going round and round with them for 2 months we finally figured it out buy going to the store, and looking at back bills.  Now, I can't return them also.  I wonder exactly how many this has happened to?  The only help they give you, is that they, A; Blame you for not understanding your bill, well how can you, when you don't find out until next month and it take hours on hold to talk to someone who even can understand your problem, and B; they say "they can't help what their sales people say". I always told my wife to always ask them to ensure that our bill will stay the same.  Aparently not.  I guess you must be a CPA now to figure out all the fees taxes, and other stuff they add.  Just like the housing market, time to slim it down and make it easier for everyone to understand!!! 

 

[Legal discussions are not permitted per the Guidelines]

ACE - Sage

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90.5K Messages

7 y ago

As I told the original poster.
It isn't their fault you didn't know you were getting the discount already.
Since the line discounts are only about a year and a quarter old, you should have known your were getting the discount and informed the salesperson.
While AT&T can look up your plan and discounts, an outside vendor can't.

Link to plan info...
http://www.att.com/shop/wireless/data-plans.html

Contributor

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3 Messages

7 y ago

I do not agree with lizdance40. It appears that enough people have made the same mistake, myself included, that better disclosure on AT&T's part is warranted. I have spoke with their customer service dept. today & they admit to numerous complaints from customers over this billing issue. At the very least, since they are now aware of the issue impacting so many a reasonable action would be to provide better disclosure to avoid future complaints.

 

[Legal discussions are not permitted per the Guidelines]

GLIMMERMAN76

ACE - Expert

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22.5K Messages

7 y ago


@deceptive-trade wrote:

I do not agree with lizdance40. It appears that enough people have made the same mistake, myself included, that better disclosure on AT&T's part is warranted. I have spoke with their customer service dept. today & they admit to numerous complaints from customers over this billing issue. At the very least, since they are now aware of the issue impacting so many a reasonable action would be to provide better disclosure to avoid future complaints.

 

[Legal discussions are not permitted per the Guidelines]


@deceptive-trade

 

legal discusions on the forums are not permited.  And further more you are required to use arbitration as its in the agreement you signed when you got service.

 

If best buy was the problem which it was then its your fault for using them for the upgrade and not an ATT CORP store.

 

Best Buy cant see your bills like an ATT store can.

 

ACE - Sage

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90.5K Messages

7 y ago

-trade wrote:

"...I do not agree with lizdance40. It appears that enough people have made the same mistake, myself included, that better disclosure on AT&T's part is warranted. I have spoke with their customer service dept. today & they admit to numerous complaints from customers over this billing issue. At the very least, since they are now aware of the issue impacting so many a reasonable action would be to provide better disclosure to avoid future complaints. ****************************ut would at least put a halt to this type of (most likely unintentional) deceptive trade practice...."

What disclosure is that? You want the Best Buy clerks to have all your account information?

Or perhaps AT&;T should block retail purchases until you approve any plan changes with them first? (Wait, then what's the point of retail purchases AND they do notify by text and email. I get a text message telling me to check my account details for rate changes)

Or do you need a monthly reminder of what your terms, plan and payments are for? ( wait, the do that too, it's called " my bill". The details of which spell out my plan, the discounts per line, etc )

If you have a better idea, toss it out there.
I see no reason why, when it's YOUR money, you don't know how it's being spent, if you are getting a discount and if you buy a new phone, with ANY carrier, you will pay for it one way or another.

Contributor

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3 Messages

7 y ago

Your response is an excellent definition of the word unilateral.

My point stands, "It appears that enough people have made the same mistake, myself included, that better disclosure on AT&T's part is warranted." You disagree with me, that's fine. I hope to hear from others if not crushed by an iron fist 1st 🙂

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