Need help understanding your bill?
zakatak's profile

Contributor

 • 

6 Messages

Friday, February 2nd, 2024 4:20 AM

Overall longtime customer experience

I don’t even know where to begin. So I Bought a phone for my son for Christmas on Christmas Eve on the conditions that he would be able to come in and activate it on his own since I was leaving the day after Christmas for an extended business trip. I wasn’t going to buy unless they could follow through with that. The representative at the Palm Coast, FL location assured me multiple times that wasn’t a problem. I get a call from my son when I was out of town that when he went to the store they told him he’d have to wait until I get back in town to exchange and activate his phone. Gave no other solutions and sent him on his way disappointed he couldn’t get his Christmas present exchanged or activated. Att with the foreknowledge that I wouldn’t be in town opted to not do what they told me they would. So when I got back in town on January 25 I went to the store only to find out they wouldn’t exchange phone for me or accept the trade in. I’ve since spent over 30 hours on the phone with ATT, no exaggeration. Several senior managers were supposed to call me back and I never heard from any of them. Hence why I had to spend so much time on the phone trying to get their “loyalty Dept” reps to help me who were limited by the parameters ATT places on them. I ended up having to order another iPhone 15 pro after they wouldn’t exchange the 15 pro max I bought on Christmas Eve because that phone was too big and not the color he wanted. So here I sit on February 1st with 2 new iPhones that are still new in the box and have never been activated because they had my account so messed up that I knew if I activated them it was over and I would be stuck with them. The new phone I ordered from loyalty dept  was wrong color and they wanted me to pay the taxes and fees again. With ATT if they aren’t getting money from you at every turn you can forget about them helping you. I’ve been lied to so many times in the last few days I’m pretty sure I will go back to Verizon at this point. I was with them for 20 years before being talked into making the switch by an ATT in home specialist that was sent to my home alongside a direct tv installation tech which I didn’t request in the first place. They got to my house at 11am and the “in home specialist” was still at my house at 7:30 in the evening hours after the tech left because he would not take no for an answer. Made all kinds of promises that never were followed through with. They make promises they have no intention of following through with just to get you to sign on with ATT or buy the new phones. After that you are officially on your own being left to spend hours and days trying to pick ip the pieces. Worst company I’ve ever dealt with in my life. They’re dishonest and it gets worse as you go up the chain. I will be switching and writing a letter to corporate and disputing the charges as they have broken our contract over and over and am fully ready to file for arbitration if they won’t make it right, which they won’t, there is no doubt in my mind. Buyer beware! You will get screwed over every time with this company.

ACE - Master

 • 

10.4K Messages

3 months ago

A couple of questions.  First, is your son a minor, and on a family plan where you are the account owner?  Second, regarding the phone exchange, did AT&T sell you the wrong phone, or you got the phone you bought, but your son decided he didn’t like it and wanted a different one?  Because you saying that they told you that your son could come in and activate the phone isn’t the same as also being able to exchange the phone.  Exchanging a phone adds a different layer that doesn’t sound like it was discussed or promised beforehand.  Was the ability to exchange the phone discussed as a condition before you bought the phone, or just whether the phone could be activated?

The reason for the questions is because if your son is a minor, or you are the account holder, they may not have let him exchange a phone without you being present for legal reasons.  Also, if he decided that he wanted a different phone than the one you bought for him, that’s not really AT&Ts fault, and neither is you going out of town a for a month and not being able to take care of it and the 14 day return period expiring.  What did AT&T do wrong that isn’t consistent with their policies?

Contributor

 • 

6 Messages

3 months ago

So first of all my son is 23. Second of all, I had no idea which phone he wanted for sure and told the rep that. I decided to buy the most expensive phone they had in stock so his exchange would be downgrading if anything. Thirdly, him being able to come in and exchange the phone for a phone of his choice was discussed prior to me purchasing the phone at all due to the fact the trip was already scheduled and I knew I would be gone for an extended time. Also I didn’t want him to incur any charges being that it was a present and I voiced that to the rep. If they couldn’t do it I wasn’t buying the phone. They could have given him other solutions, like having me add him as an authorized user or they could’ve Called and got a one time approval from me as well. They knew what they were doing to get the sale and didn’t follow through on their promises. What they didn’t do was follow through on their promise to me that he could come exchange and activate phone with no hassles.

ACE - Sage

 • 

117K Messages

3 months ago

Just so you understand disputing charges on two phones that you now have in front of you, that you agreed to pay for will result in them sending $3,000 to collections, and ruining your credit for a very long time. So I really recommend you resolve any expenses before moving on.

AT&t's return and exchange window has always been 14 days. Exchanging a phone is not like swapping out shirts. It has to be processed as a return and a repurchase.  There was no way he was going to be able to do this without you (and your credit card).  It seems you planned for the incidence that he might not want the phone you purchased, but you didn't plan for him actually needing to process it with AT&T.  

  Unless your son is an authorized user he has no power to do anything with at&t.  Definitely could not  exchange a phone.  

    He could have activated the phone at home with no assistance from AT&T required.   

    

This isn't all on at&t.  This was set up to fail from the beginning with you being away on business for a month when the return and exchange window was only 14 days.    A 23-year-old does not need to be surprised Christmas morning, he's not a child.  You could have taken him to the store Christmas Eve to pick out his own phone and then none of this would have happened.  He would have been just as delighted and would have spent all Christmas Day enjoying his new phone just as much having received it the day before.   Lesson learned I hope, because the other two providers aren't going to be any different from AT&T when it comes to return and exchanges, and authorized users.

ACE - Expert

 • 

14.2K Messages

3 months ago

Do you want to use either phone with AT&T? If not, return the one purchased on January 25 immediately while you're still within the 14-day window. The Christmas Eve phone is all yours. If you don't want to use it with AT&T, sell it on Swappa. If you bought on installments, pay it off first so it can be used by someone else. That way you'll at least recoup some of your money. 

Contributor

 • 

6 Messages

3 months ago

There’s more to the story that I haven’t typed out. ATT has broken our contract on multiple occasions and I may elect to file for arbitration.

Former Employee

 • 

2.6K Messages

3 months ago

Did you read everything you signed? Is so you would know that there is NO contract. Also, this is not your first time dealing with an in home expert. 

https://forums.att.com/conversations/wireless-account/i-was-without-question-scammed-by-an-att-in-home-expert-what-are-you-going-to-do-about-it/5df02035bad5f2f6063fcff8 

(edited)

ACE - Sage

 • 

117K Messages

3 months ago

You have a month to month service agreement. So there isn't any "contract" for service that can be broken. If you're not happy with AT&T service at any time you can quit AT&T service and only pay for your current month and pay off devices as agreed.

Any agreement to purchase a phone is a separate retail sales agreement.

   It is very simple. You pay AT&T for the phone with installments, either over 36 months, or you can pay it off in full.

         That's it.

     So as far as the phone is concerned the only way it gets "broken" is if you don't pay for it, because you signed a piece of paper agreeing that you would.

Please refer to my earlier post. I have warned you, and it is a valid concern. AT&T can do petty very very well. And if you keep a $1,500 piece of merchandise, and won't pay for it, I'm going to have to root the 'evil empire - because that's theft.

You can pay it off and sell it on Swappa. You can pay it off and take advantage of Verizon's bring your own device offer.  Either way you're probably stuck with it

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.