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2 Messages

Thursday, November 23rd, 2017 12:26 PM

Poor customer service AT&T Wireless. Why can't you fix my simple problem?

Became an AT&T Wireless customer 4 days ago and am ready to give my three phones back and return to Verizon and apparently that is OK with AT&T!


- Nov 19 switched to AT&T at Newport News VA AT&T Store and got three phones. Two were BOGO. Went to this store because other local store only had one employee and too many customers. 


- Told Sales rep we wanted 24 month payment. However when I signed into my account 22 Nov 2017, one phone was 30 months and the other 24. So this is the problem that I attempt to fix and get all phones on 24 month (yes I know there is a price difference).

- Used AT&T chat to see how to fix problem, said I could go to any AT&T and make the correction. Chat line said they made an appointment for me at a closer local AT&T store at Williamsburg, VA.


- I went to AT&T at Williamsburg and manager (John) said his store (AT&T Authorized Retailer) does not take appointments and can not make any changes to agreements made by other stores. When is an AT&T store not an AT&T store. Said I should try customer service and ask to speak with manager or just go back to the original store. Also said I should have go an email welcoming me to AT&T and confirming my BOGO which is nowhere in the agreement...


- Now wondering if I could trust anyone at AT&T I called the manager of the Newport News Store. He (Chase) seemed to take offense that I said is employee did not do a good job going over the contact (you call it an agreement). Insisted I should have read it better before signing. I insisted they should have gone over the paperwork better after it was printed. When you sign you are looking at a tablet. Did say it was a mistake and he would fix it if I came in or I could call customer service.


- Though it would be easy to just call. Wrong! Supervisor (Charlie) at customer service (800-331-0500) kept me on the line insisting they could fix it only to say they could not. He said before you quit AT&T you should talk to our Cancel Service Rep might be able to help. So Charlie transferred me to Ivey who also sound that she was going to fix it and then said she can and asked if I wanted to cancel and the best way would be to go back to the store I bought the phones. 


Can anyone fix this. I spent more time on line and on the phone than it would have taking me to drive to the original store in rush hour traffic. But that makes we wary about AT&T business and practices. Does AT&T not want customers? Why should I trust anything your reps say? 






ACE - Sage


116.1K Messages

6 years ago

Call 611 from your mobile and ask for loyalty department, aka retention’s 


All Carriers have company owned stores and franchised retailers which are NOT owned by the company.  Retailers may have different policies and cannot fix screw ups made by ATT.  

     Your best chance to fix before 14 days is Loyalty dept.  but another option is to message advanced support by clicking here @ATTCares


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