AT&T Community Forums

Store Complaint

Hello,

I need to file a complaint against a store (a CORPORATE store in Lone tree, CO) and an employee practice - How can I get the district manager's information? calling customer care is useless. Or do you recommend the regular route: FCC/FTC/BBB complaint?

Talking to the manager is useless since it seems his employees can do no wrong. I do not appreciate being lied to, and I have been a customer for over 10 years. It seriously feels like no one takes these complaints seriously.

In short, i was advised we couldn't trade in my husband's phone due to being chipped on the bottom. I was told if I paid off the phone, one option would be to have the store do a buyback and was told I would get $230 for it. So i thought.. ok.. paying off the phone = $457 - Buy back of $230 so I would be out of pocket $227.. not too bad. I went back and was advised they could only buy the phone for $87. The worst part is looking at the employee in the eyes and him lying straight to my face. WHY THE HECK would i have upgraded our phones to $1K phones if it had to pay off $457 and not get anything back for it. some of you might think, i shouldn't have upgraded.. well I wouldn't have IF the EMPLOYEE was honest with me. I have been paying my phone faithfully for over 10 years and I am tired of the lies and management not doing a thing about it. I am a manager and I would never lie to my clients. There is no accountability for these employees period.

Responses

ATTHelp

Community Support

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224.9K Messages

5 years ago

Hello @lynn0124

Thanks for your post, and recent upgrades. We take your complaint seriously and would like to help so we are sending a private message (PM). Please reply to the PM from ATTCares located in your Forums inbox so we can get started. Thank you!

Kenneth, AT&T Community Specialist

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formerlyknownas

ACE - Sage

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113.2K Messages

5 years ago

@lynn0124 wrote:

Hello,

I need to file a complaint against a store (a CORPORATE store in Lone tree, CO) and an employee practice - How can I get the district manager's information? calling customer care is useless. Or do you recommend the regular route: FCC/FTC/BBB complaint?

Talking to the manager is useless since it seems his employees can do no wrong. I do not appreciate being lied to, and I have been a customer for over 10 years. It seriously feels like no one takes these complaints seriously.

In short, i was advised we couldn't trade in my husband's phone due to being chipped on the bottom. I was told if I paid off the phone, one option would be to have the store do a buyback and was told I would get $230 for it. So i thought.. ok.. paying off the phone = $457 - Buy back of $230 so I would be out of pocket $227.. not too bad. I went back and was advised they could only buy the phone for $87. The worst part is looking at the employee in the eyes and him lying straight to my face. WHY THE HECK would i have upgraded our phones to $1K phones if it had to pay off $457 and not get anything back for it. some of you might think, i shouldn't have upgraded.. well I wouldn't have IF the EMPLOYEE was honest with me. I have been paying my phone faithfully for over 10 years and I am tired of the lies and management not doing a thing about it. I am a manager and I would never lie to my clients. There is no accountability for these employees period.

One customer to another, I don’t know if it was lying or ignorance, but I do know you cannot trade in a damaged phone through any program and get anything decent for it. Unless the employee used the trade in estimator, he couldn’t possibly give a dollar amount.

You can calculate through here: https://tradein.att.com/#/start-a-trade/discover-device-value

So you kept the phones? You can sell them on eBay and recoup some of the money.

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