UNABLE TO RETURN ATT PHONES AND CANCEL CONTRACT AFTER TERRIBLE AND BAD EXPERIENCE

We have 4 lines of account (we are planning to add 2 more lines) – but we have paused since we are unclear of the current situation we are going through

Here is a sequence of issues that we have been going through!

ISSUE 1:

• We received all 4 phones and tried to activate
• All 4 phones had printed labels that have the Order #, Phone #, SKU# and Serial # against each phone number
• First of all, activation failed for primary account holder’s number – we had to call ATT cust care for that, they had no clue on how his number was missed from the account
• All the 4 phone numbers had got a wrong serial number mapped, after activation, my phone number was active on my friend’s device and vice versa and all 4 phones were not useable

ISSUE 2:

• One of the phone ownwer tried switching on his brand new iPhone 12 pro max and the phone doesn’t respond to anything
• Tried to restart, but the display totally hung on him ☹
• We called ATT and ATT cust care said this is Apple issue, we can help, and asked to contact APPLE
• We called up Apple and apple said this issue happened on day 1, contact your service provider (ATT)
• Santosh took the phone to an Apple store and they took a look and agreed the phone is defective
• Apple also says they can send the device for fixing and it might take couple of weeks to get the device back
• We asked to replace the device since the issue started with the first minute / first day of the device !!! but they wont do it

Ask:

• All we want is a new device from ATT and not the fixed / refurbished device
• There is no reason for us to take the fixed phone which is faulty on day 1
• Santosh is in Raleigh, North Carolina, he needs to go to an ATT store, return the faulty iPhone 12 pro max, and get a new device, turn it on, check if the phone works and then leave the store
• We are left with few more days with the return policy,
• We would want to continue with ATT if you can fix this problem, if not, we want to cancel all lines and go to a different service provider

                Since none of this is our fault, we do not want to pay for anything including the restocking fees) and any other fees

Response from ATT:

WE CANT GIVE YOU A NEW DEVICE, AND ONLY A REFURBISHED DEVICE. BUT THE CUSTOMER HAS TO PAY THE FULL $1100 FOR THE REFURBISHED DEVICE.

We are in 12th day of ATT and now asking ATT to cancel and terminate all lines but THEY WONT DO THAT TOO!!!
They are asking 24 to 48 HOURS EVERY SINGLE DAY!!!

IS THIS REGULAR ATT EXPERIENCE?

IS THERE ANY SUPERVISOR WHO CAN JUMP AND SEE WHATS GOING ON?

I HAVE GOT THE CASE NUMBER ALSO WHICH IS PENDING FROM ATT BUT NO SUPERVISOR WILL CALL US FOR THE PAST 4 DAYS!!!