Teacher
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20 Messages
Re: Horrible Customer Service
I have had the most horrible servic e from ATT customer care. I put in an insurance claim on a defective phone. ATT through thier insurance provider Assurian sent me the wrong replacement phone. I returned it. The next phone they sent me was remanufactured and defective. The phone literally blew up in my hand causing a burn injury and damage to my kitchen table. I returned the phone to them in a pre paid FED EX shipping envelope. They claim they never recieved it and put a charge of $900 on my phone bill. The insurance company says thier records shows the phone was recieved. ATT and Assurian do not communicate. ATT still refuses to remove the $900 charge for the phone. This all started in July and I have talked to at least 12 agents at ATT and been tranferred back and forth between Assurian and ATT. No one can help or give an answer. At least two of my calls to ATT resulted in transfers to other departmnents where I was disconnected or they could not help me. ATT has no established protocall to deal with any issues outside of thier text book canned responses given by customer service reps who have no idea how to handle anything more complicated than accepting a credit card number. ATT has the worst customer care and it is obvious they give you the run around in hopes that you just go away and pay. THey are dishonest and in flexible.
ATTHelp
Community Support
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231.3K Messages
8 years ago
Hello again @LRCHOPS!
My apologies for the trouble. You should find our message in the top right of the forums page, by clicking the envelope icon!
Looking forward to hearing from you soon!
All the best!
Tim, AT&T Community Specialist
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LRCHOPS
Teacher
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20 Messages
8 years ago
I would like all customers to know, AT&T still has done nothing about the bogus charge on my account. I had a representative from this website contact me and I have been on the phone numerous times with a supervisor. They tell me that the pre paid and pre printed return address label THEY SENT me had the wrong return address, therefore, they cannot remove the $830.00 charge since the phone did not go to thier Texas facility. I told them that was not my problem and that was an ATT error. I demanded they lift the $830 charge since they are the ones that screwed up. I followed all thier instructions and sent the phone back in thier PREPAID ENVELOPE. I was released from any liability or obligation once I had proof that I sent the phone in thier prepaid envelope. They checked the FED EX tracking number, which I provided, and confirmed it was recieved and signed for at thier Atlanta facility. SO I HAVE NO LIABILITY AS FAR AS THE RETURNED PHONE IS CONCERNED. ATT has such a lack of common sense and such HORRIBLE customer service, they cannot get it into thier heads that I AM NOT RESPONSIBLE FOR THIER STUPID MISHAP. They cannot figure out if my claim was an insurance claim or a warranty claim. I simply put in an insurance claim. They keep bouncing me over to Asurian, who in turn says they have nothing to do with ATT and it is ATT's error on the $830 charge.
HEY AT&T,,,,,,,Why are you people so fricken knot heads and unable to handle this problem?????????? The IPHONE also burned my kitchen table. I requested claim forms from you over 2 months ago and no one contacted me or sent me any claim forms to file.
Not only that, I will take the information and my pictures of the exploded cell phone to the MEDIA and newspaper. Heck, maybe I will contact CNN, FOX, MSNBC, CBS, since this cell phone explosion thing is such a hot topic with Samsung, they will find this to be a special interest story. Expecially when they see my injured burned hand.
AT&T is crap for customer service. I am so mad. Been dealing with this for over two months and it is causing a great deal of stress, PTSD, and trauma in my life. It is so bad I fear using cell phones and I cannot get the rooster crowing.
[Legal discussions are not permitted per the Guidelines]
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David606
Employee
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3.5K Messages
8 years ago
Do you have the post office receipt that indicated USPS accepted the package?
Returns do not use FedEx. The return labels are ALL USPS SmartLabel. There has never been a return via FedEx or UPS on any warranty and insurance devices.
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LRCHOPS
Teacher
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20 Messages
8 years ago
Then why did you send me a FED EX return label ????????? WITH an ATT return address in Atlanta Georgia??? Apparently you or your insurance DO USE FEDEX for special circumstances such as EXPLODING CELL PHONES. Because that is what ATT sent. DONT insult me by telling me returns have NEVER been sent VIA FEDEX.
It is well documented in YOUR computer system.
[Please keep it courteous]
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LRCHOPS
Teacher
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20 Messages
8 years ago
OH and by the way, USPS will not accept dangerous items, or Hazardous devices to be shipped. I work for USPS. That is why you jokers used FEDEX. USPS does not allow shipment of EXPLOSIVES or detonated EXPLOSIVES.
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LRCHOPS
Teacher
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20 Messages
8 years ago
USE SOME COMMON SENSE AT&T!!!!!!!!!!
[Edited to comply with Guidelines]
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jesshill64p
Tutor
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5 Messages
8 years ago
I have had similar issues with this company. They absolutely suck and have the worst customer service ever. They have "policies" in place that basically allow them to do whatever they can to gain more money from the patient. I sent a phone back with packaging provided by them and they stated they received the phone damaged. However I cannot get my phone back and I cannot be informed what is wrong. I was told that this is the "proper procedure". Sounds pretty bogus to me. We all need to spread the word about AT&T to save others from the pain of being their customer. Time to report to the Better Business Bureau! [Edited to comply with Guidelines]
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jt212s
Professor
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1.1K Messages
8 years ago
@LRCHOPS There is no need for name calling or inappropraite comments on the forum. While @David606 is an employee, he is off the clock and a customer just like you and me when he's posting on this forum.
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LRCHOPS
Teacher
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20 Messages
8 years ago
ATT finally credited my account for the charge of over $800.00. Then they sent me to Apple for my property damage and injury claim. Apple was very helpful and conduted thier own investigation. The result, ATT would not supply Apple with the phone for the apple engineers to examine. Apple stated they are not liable for a refurbished insurance replacement phone, which I agreed.
I called ATT again today to request a property damage claim form. They had me on hold for over 20 minutes, then transferred me to Asurion without telling me. Asurion stated they could not assist and transferred me back to ATT. I finally found a floor supervisor at ATT who assured me he would assist me and submit my case to the ATT legal department. He said I would have an answer by this Friday. I requested the claim forms over 2 months ago with no results, so we shall see what happens. You cannot tell me that ATT provides good customer service. It is the worst I have ever experienced in my 51 years on planet earth.
ATT owes me $6000.00 for a new custom hand made dining table due to the damage caused by the refurbished cell phone they provided, which EXPLODED and set fire.
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LRCHOPS
Teacher
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20 Messages
8 years ago
UPDATE; I am now over 3 months dealing with ATT on the issue of my cell phone explosion. I have called numerous times over the past 14 weeks and requested a property damage claim form for damaged the cell phone caused to my kitchen table. I talked to no less than 8 different supervisors at various times after talking to the first one who stated he would take care of the issue and NEVER did. Each time I have called, I have had to explain the incident over again from the beginning, because the ATT people are not interested in reviewing the files on the case.
To date, ATT has done nothing to assist me with the property damage issue. The customer service at ATT continues to be horrible, They intentionally do not call back and intentionally do nothing in hopes I will give up and go away. Never going to happen ATT. I will continue to let everyone know how horrible your service is and I will continue to push forward until I receive compensation for my damaged property.
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