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robcarrolljax's profile

2 Messages

Friday, July 28th, 2023 4:17 PM

dissatisfaction with the service

Dear AT&T Wireless,

I am writing to express my dissatisfaction with the service I recently received from your company. I recently visited the AT&T kiosk located in Walmart on Philips Highway in Jacksonville, FL in search of a new cellular provider. While the representative was very helpful throughout the process of selecting a phone and plan, the phone that I was supposed to receive had a noticeable chip on it.

The representative advised me to contact AT&T corporate customer service center to resolve the issue. However, when I contacted the AT&T customer support center, I was advised of a 45-minute wait time. So, I logged into the AT&T website to chat with an agent. The agent was very helpful and understanding and set up a store appointment for me to collect a new phone, which I could do without paying any additional fees or taxes.

When I arrived at the Yellow Bluff Rd location, the store representative, Keshawn, was unhelpful and refused to access my account to resolve the issue. He even kicked me out of the store and locked it before the posted closing time. This left me without a phone and unable to port my number over to the AT&T account.

Despite not receiving the phone, my number was ported over to the AT&T account, and I was charged for a device that I never received. The transaction was not canceled in the AT&T system, leaving me with a phone payment for a device that I never received. At each step of the way, I requested notes to be made in the account to provide a record for review.

Additionally, I have a screenshot of the cancellation that was completed in the Walmart system, but never sent to AT&T to update their CRM. (Please see attached file)

I understand that customers may be biased when making a complaint, but I would appreciate it if you could review the situation and take steps to improve your customer service and prevent this situation from happening to another customer in the future.

Thank you for your time and attention.

Accepted Solution

ACE - Expert

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24.8K Messages

11 months ago

It sounds like you did business with an Authorized AT&T Retail Store/Outlet. They are independently owned and operated separate from AT&T and are not staffed with AT&T employees. Some, either the store or the kiosk will purposely mislead or not be completely upfront with the customer just to make a sale and then pass the order info onto AT&T. AT&T has no way of knowing what was discussed or promised to the customer, and AT&T will only honor what is detailed on their website when it comes to promos or deals. Unfortunately AT&T has little to no control over how the staff in these retail outlets deal with the customers, which is a shame because it only makes AT&T look bad, and they don't need any extra help in that regard.

File a complaint with the BBB. That will get forwarded to AT&T Corporate and someone from the Office of the President will contact you and you can discuss the issue with a Senior Manager. That's as high up as you can go. Just have all of your paperwork and/or documentation in hand.

New Member

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94 Messages

11 months ago

This is not a way to contact AT&T.

The Walmart person is not an AT&T employee.

“Keshawn” may or may not be an AT&T employee.

You never explained how you went from “chipped phone” to “no phone.” If you got thrown out of the store, I am wondering if you threw the phone at them or something. 

ACE - Sage

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118.2K Messages

11 months ago

This makes no sense. If you buy a phone at Walmart and it's damaged when they hand it to you, they should have replaced it with another phone. Is there some part of this particular transaction that you left out?

Walmart is not AT&T.   Anything purchased from Walmart has to be returned to Walmart. 

Did you?  No?  Why not?

So where the heck did the phone go?  

If you paid Walmart for the first phone, and returned the phone to Walmart, of course you would get a refund for all of your purchase price including sales tax. But this means you would have to make a completely new purchase including sales tax if you went to an AT&T store.  So the person you spoke to on the phone for AT&T corporate was blowing smoke as well.

And no matter what if a phone is sold it has to be returned where it was purchased. A full refund and repurchase has to be processed.

Yeah filing a better business bureau complaint maybe the way to go. 

But understand that when you buy a phone from one retailer you can't return it to different one.  

2 Messages

11 months ago

just an update, the walmart cancelled the acct in the WARP system but didnt notify at&t

ACE - Expert

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24.8K Messages

11 months ago

This is why it's best to never purchase a phone or service from a Retail Store or Outlet, not matter how good the deal seems.

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