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How to file a complaint about an att store...
I want to complain about an authorized dealer att store in Carmel, IN. They are dishonest and scam your customers. I have a phone that died - the battery wouldn't take a charge any more. I went in and they basically lied to me. **Back story - Two years ago the same thing happened to me; when I went to a different AT&T store, they told me with my protection plan, all I had to do was file the claim, which they did in the store, and I could get a new phone. They will give you the same model you have (new) or if they no longer carry it, they give you the next level. All you pay is the deductible of $100. I ended up getting a new phone that was upgraded from the Active 4 to the 6. **
Yesterday, I went to the AT&T store on Michigan road with the same issue. I expected the same easy process. I went in, and the guy lied and told me the insurance company never give new phones but a pre-owned refurbished phone that is the same exact phone. He said, "you can't just keep filing claims and upgrade your phone." I told him of my experience two years ago, and he said the policy had changed, and I really need to keep up-to-date on changes. He said I needed to buy a new phone if I wanted something nice instead of a crappy refurbished phone. I asked what the point of the insurance was then because if your phone breaks, and you pay the monthly fee, they should replace it with a new phone. He said you could file a claim, but they wouldn't provide me with the "latest model" or a brand new phone. He tried to sell me a $700 phone. I told him I wasn't interested, and he said "I'm just here to sell you a phone." I told him last time they filed the claim in the store and gave me a phone, and he said he wouldn't sit there and fill out paperwork for me. After being berated by him, I decided to leave and call AT&T myself.
I went home and logged in on-line, went to the claims page. It took me less than 2 minutes to fill it out, I got upgraded from a Samsung Active 6 to an 8 - brand new phone; the 9 is the newest but who cares. I pay the $112 deductible, and it arrives today. I even called the insurance department and asked them what constitutes an insurance claim, and she said even if your battery life is just slow, the phone does not have to be totally broken, you can file a claim and they replace it. Of course, you only get 2 claims a year, but I have only filed 2 claims in 2 years. Totally worth it.
I then called the store to tell them they were wrong, and a different guy who answered still argued with me that they hardly ever see that happen, and I must have been lucky. Well I must have been lucky twice because this is the second time in 2 years this has happened to me. Plus, he said, "It isn't the latest phone." My response - who cares; it didn't cost $700. They need to be investigated for fraud.