AT&T Community Forums

Terrible customer service

My husband has an account with 5 lines I went into the store and took my line over onto a new account paid off the phone on the line on my husbands account and then purchase a brand new phone for my new account. I found an old phone so I went to take the new phone back and was told by Paul at the Copperas Cove location that he would not received my phone because it did not come with all components meaning the box it came in. I advised Paul that just five days ago when they sold me this phone they never mentioned they needed the box back just the phone and the charger but they also didn’t mention the extra charges that they included in my plan without my permission so now, Paul is saying that he will not take this phone back and we will be canceling five lines of service with AT&T. Who do I talk to you about this terrible customer service. They already charge a restocking fee so why make it non returnable because I don’t have the box?

Responses

Accepted Solution

Official Solution

MicCheck

ACE - Expert

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13.7K Messages

6 months ago

Requirements for Returning or Exchanging Equipment. Your equipment must be returned in like-new physical and working condition with all original components in the original packaging and with the receipt/proof of purchase to qualify for a refund or exchange.

From: https://www.att.com/wireless/return-policy/ (emphasis added)

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Constructive

Former Employee

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32.9K Messages

6 months ago

Because it’s required to be returned with the box

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noonoo757

New Member

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3 Messages

6 months ago

It is not! Receipt says “components” not box. Which is subjective considering the box is not necessary to operate the phone and there is also a restocking fee. So lose a 20 year customer over a box? Cool 😊

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eksine

New Member

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2 Messages

6 months ago

if you want the actual answer it's because you're being difficult. stop and think about it for 5 second. the next customer is going to get a phone ina ziplock bag because you didn't bring in the box. if you guys are this fickle when they did nothing wrong I feel sorry for the guy that tried to assist you. I do not think this is a case of them treating you badly, just take a moment and take a few breaths and really think about it from their perspective

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noonoo757

New Member

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3 Messages

6 months ago

It’s not called being difficult it’s called they are being cheap! That box probably cost $5 they are already charging $55 to restock which could def be used for a new box. This is pure greed an a way to try and keep a sale. In fact I was polite more so than I should have been because the first employee was going to take it back until the other decided he felt some sort of way about me talking about how they added things to my account and failed to explain other things. So if you agreed to do something stand by it and don’t be cheap especially when you stand make more money from a 20 year customer with multiple lines. At the end of the day it’s bad business and I’ll be with Verizon by end of day.

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