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mstanley1379's profile

New Member

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4 Messages

Monday, July 25th, 2022 6:12 AM

New customer for 5 hours: Store manager blamed me for bringing own ATT phone; told to pay $1500 for new phone or have unusable service

Going to provide background here:

Today, I switched to AT&T. My wife and I had T-mobile for around 4 years. This year, T-mobile's service was becoming unusable all throughout the area. Both my wife and I's phones were dropping calls; unable to get an internet connection just about anywhere in the greater Sacramento area.

I have a Galaxy Note 10+ 5G Unlocked (AT&T) =and my wife has an iPhone 10 (T-mobile) we were both using on T-mobile. We each brought our own devices to AT&T today.

Both of our devices connected fine at the AT&T store. However, after we left the store and started heading home: I noticed that my phone almost immediately started to have the same issues again. Poor connectivity; dropped calls, etc. My wife's phone, however, was having no issues and now connecting with no problems when it previously would struggle on T-mobile.

After doing some research, I realized that the Galaxy Note 10+ 5G is simply known to have issues. So, in addition to our T-mobile service being bad, my phone itself was also causing problems. While the switch fixed my wife's phone (which ironically is a T-mobile one), my AT&T Note 10+ 5G was still struggling to connect.

I tried doing everything to troubleshoot. I reset network settings, I cleared phone cache, I re-inserted the SIM card, I toggled on airplane mode. I set the mode's connectivity to LTE only. I then tried 5G only.  I even went so far as to Odin flash the latest update to the phone (because it won't take FOTA for whatever reason). I even popped my SIM card into an old Galaxy Note 8 I had in a drawer and it connected just fine -- to rule out that it wasn't the SIM/service.

Realizing that the only solution is going to realistically be getting another phone; I went back to the AT&T store after about 5 hours to try and remedy this. I saw in the store earlier there was a promotion to trade in any Galaxy phone and receive $800 in trade in credit. My intention was to use that on an S22 Ultra and pay the $400 out of pocket difference.

When I got there, I was told immediately that I was ineligible to upgrade because I'd signed up for service in the past 30 days. Somehow, despite coming in earlier that day, I already completely lost any privileges of upgrading by somehow being a new customer.

Very quickly the manager got involved. And she informed me of the same thing, that until 30 days had passed, I was ineligible to take advantage of their promotion; despite signing up for the service that same day and the only thing they'd be willing to do is conveniently let me pay full retail $1200 with no way to back-apply the discount in 30 days time. It was insisted upon me four separate times I pay $1200 outright to solve my problem and that if I did not; I would have to simply deal with the fact that my service is effectively unusable for the next 30 days AND hope they continue to run the promotion in 30 days when I'm eligible to actually do the trade in. She even went so far as to passive aggressively suggest it was my fault for bringing my own device and it's why I should always buy the phone from themdespite the fact I literally BROUGHT an ATT phone.

This is how AT&T treats its brand new customers, huh? I'm not even a full service day in and I'm already hesitant that I made the wrong choice. 

ACE - Sage

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117.6K Messages

2 years ago

An iPhone is an iphone, there's no such thing as a carrier branded iPhone.

If your Samsung phone is an AT&T branded phone, you need to reset the network settings to default, so it will  use AT&T instead of T-Mobile settings.

  By the way, if you have altered the AT&T phone in any way to make it more compatible with T-Mobile you now need to undo any of those alterations, possibly factory resetting the phone.  And I don't know how long it's been off of AT&T but it would not have received any carrier updates which are done over the air only when using AT&T SIM card. Do the updates

You don't have to buy a $1,500 phone from AT&T but when you bring your own phone you do have to bring a compatible device. Since the AT&T 3G shut off non At&t-branded Android.

Since your phone is branded AT&T according to you it should have no trouble functioning.

Do the updates

ACE - Sage

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117.6K Messages

2 years ago

Check the imei

https://www.att.com/buy/byod/identify?devicetype=phone

And I should warn you that it's sometimes based on credit but typically when you bring your own phone you cannot upgrade for up to 90 days.

     I am not a big fan of purchasing carrier-branded devices anyway and since unlocked devices have full access on AT&T what I would suggest is you go to samsungusa.com and see what kind of a trade-in deal you can get on one or the other of your Samsung phones.

Having an unlocked Samsung that is USA Universal and compatible would be far preferable to having a phone from AT&T that is locked for 36 months unless you pay it off.

ACE - Expert

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64.7K Messages

2 years ago

I saw in the store earlier there was a promotion to trade in any Galaxy phone and receive $800 in trade in credit. My intention was to use that on an S22 Ultra and pay the $400 out of pocket difference.

Not how the trade in promotion works. You must buy the new phone on a 36 month installment plan and you get the $800 in credits spread over those 36 months.

Community Support

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232.1K Messages

2 years ago

Welcome to the AT&T family, ! We're sorry for the experience you've been through getting here! We assure you that we're here for your support!

 

Furthermore, we'd really like to forward your feedback on your experience as we are always looking for areas of oppurtunity to improve our customer service to keep our customers satisfied so let's meet in a direct message where we'll gather more details on your encouter.

 

In the meantime, note the store location and employees user ID information for submittion and share the details in your reply to our direct message which will appear in the upper right corner of the Forums. Keep an eye out for our message.

 

Speak with you soon!

 

Jonye, AT&T Community Specialist

New Member

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4 Messages

2 years ago

> If your Samsung phone is an AT&T branded phone, you need to reset the network settings to default, so it will  use AT&T instead of T-Mobile settings.

Network settings were reset. First thing I tried.

>   By the way, if you have altered the AT&T phone in any way to make it more compatible with T-Mobile you now need to undo any of those alterations, possibly factory resetting the phone. 

I looked into it at the time it was a T-mobile phone; but it was apparently not necessary so I never did any of those settings.

> And I don't know how long it's been off of AT&T but it would not have received any carrier updates which are done over the air only when using AT&T SIM card. Do the updates

A while. AT&T still refuses to deliver OTAs to this phone and it's never been clear to me why. To try and troubleshoot T-mobile issues at the time, I did Odin flash the latest available AT&T firmware update at the time, which would have been within the last 6 months.

> Since your phone is branded AT&T according to you it should have no trouble functioning.

It's definitely an AT&T phone with 4G/5G support in a metropolitan where coverage for both exists.  I agree with you; I should have NO trouble. Yet I do.

> Not how the trade in promotion works. You must buy the new phone on a 36 month installment plan and you get the $800 in credits spread over those 36 months.

I legitimately don't care about the semantics of the trade in. I'll do a payment plan , but being told it's going to take 30-90 days to engage in this plan and that I have to live with terrible service until then is straight garbage treatment of your customers.

ACE - Expert

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14.3K Messages

2 years ago

Why should AT&T change the rules of the promotion just because you decided to use a broken phone?

As noted you can take advantage of promos outside of AT&T or buy an inexpensive phone to use until you can take advantage of promotions with AT&T.

ACE - Sage

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117.6K Messages

2 years ago

What results did you get checking the imei? 

Why not use the note 8 for 3 months? 

(edited)

New Member

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4 Messages

2 years ago

> Why should AT&T change the rules of the promotion just because you decided to use a broken phone?

I signed up for an account 5 hours prior. Why should a company make asinine rules and treat their customers like garbage? Is AT&T so bureaucratic if I don't jump through hoops like a circus animal in the exact order they want, I need to be priced gouged by another $1000?  

Nice big corporate defense there.

I had complete plausible deniability that the issue was not my phone. My wife's phone had the exact same connectivity issues on T-mobile. 

> What results did you get checking the imei? 

Checks out. offers to send me a SIM card and everything. 

> Why not use the note 8 for 3 months? 

The screens is cracked and not easily usable.  It's good enough for a connectivity check; but not day to day use.

ACE - Sage

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117.6K Messages

2 years ago

If the IMEI checks out, the note 10 should work.  Literally no reason it shouldn't.  (I get its not, but baffled) 

I completely understand, and have seen before.  Not in only 5 hours, but people will port in and then a couple of days later decide that they want a different phone and they want to upgrade and then they're told that they have to wait 60 to 90 days.

I don't have this problem, I look for bargains but I absolutely positively will not buy a phone through any service provider.  Unlocked only 

(edited)

ACE - Expert

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23.9K Messages

2 years ago

just buy the phone from samsung direct and get the unlocked one.  They are offering a decent trade in at this point.

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