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Re: Re: How to file a complaint about an att store...

Contributor

How to file a complaint about an att store...

I want to complain about an authorized dealer att store in Carmel, IN.  They are dishonest and scam your customers. I have a phone that died - the battery wouldn't take a charge any more. I went in and they basically lied to me. **Back story - Two years ago the same thing happened to me; when I went to a different AT&T store, they told me with my protection plan, all I had to do was file the claim, which they did in the store, and I could get a new phone. They will give you the same model you have (new) or if they no longer carry it, they give you the next level. All you pay is the deductible of $100. I ended up getting a new phone that was upgraded from the Active 4 to the 6. **

Yesterday, I went to the AT&T store on Michigan road with the same issue. I expected the same easy process. I went in, and the guy lied and told me the insurance company never give new phones but a pre-owned refurbished phone that is the same exact phone. He said, "you can't just keep filing claims and upgrade your phone." I told him of my experience two years ago, and he said the policy had changed, and I really need to keep up-to-date on changes. He said I needed to buy a new phone if I wanted something nice instead of a crappy refurbished phone. I asked what the point of the insurance was then because if your phone breaks, and you pay the monthly fee, they should replace it with a new phone. He said you could file a claim, but they wouldn't provide me with the "latest model" or a brand new phone. He tried to sell me a $700 phone. I told him I wasn't interested, and he said "I'm just here to sell you a phone." I told him last time they filed the claim in the store and gave me a phone, and he said he wouldn't sit there and fill out paperwork for me. After being berated by him, I decided to leave and call AT&T myself.

I went home and logged in on-line, went to the claims page. It took me less than 2 minutes to fill it out, I got upgraded from a Samsung Active 6 to an 8 - brand new phone; the 9 is the newest but who cares. I pay the $112 deductible, and it arrives today. I even called the insurance department and asked them what constitutes an insurance claim, and she said even if your battery life is just slow, the phone does not have to be totally broken, you can file a claim and they replace it. Of course, you only get 2 claims a year, but I have only filed 2 claims in 2 years. Totally worth it.

I then called the store to tell them they were wrong, and a different guy who answered still argued with me that they hardly ever see that happen, and I must have been lucky. Well I must have been lucky twice because this is the second time in 2 years this has happened to me. Plus, he said, "It isn't the latest phone." My response - who cares; it didn't cost $700.  They need to be investigated for fraud. 

 
 
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Message 1 of 24
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Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎04-12-2018 2:06 PM

Re: How to file a complaint about an att store...

Hello @asteele,


It is upsetting to hear you are not happy with an authorized dealer.  We definitely do not want this to be your experience.   I will be happy to offer assistance.


Going by the information you provided, I do believe they delivered the message poorly, however, the information they provided was not incorrect.  .


Normally when you do an insurance claim using the protection plan, you will receive a refurbished (like new) replacement device.  If you go to Asuiron’s FAQ page the fourth question down will verify this information to be correct.


I believe in your case, when you filed your claims they were out of stock of your device.  When the make and model of your device is out of stock, they will send you a complete device package instead of just the phone.  In this case, you most likely will receive a brand new phone.


It is important you have this information as we do not want to set false expectations.  In the future when you file a claim, you might receive a refurbished (like new) phone.


If you still have any questions or concerns, please let me know by responding to this post.


Thank you for accessing the Community Forums, and have a fantastic weekend.


Anthony, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 2 of 24
Contributor

Re: How to file a complaint about an att store...

Thanks for your response! I understand. I still think they shouldn't
push you to get a new phone though when even a refurbished phone is still
significantly better than spending 700 on a new phone. They should
communicate more clearly. When I told him I got a new phone, he said he
was shocked because that never happens. I find that hard to believe...
it's happened to me twice.

Thanks though.. I'm enjoying my new phone, Christina
Message 3 of 24
Highlighted
Administrator

Re: Re: How to file a complaint about an att store...

Good Friday morning @asteele,


I totally agree with you there.  They should have filed the claim for you.


What I would like to do is move this conversation to a more private arena.  This is so I can gather some information from you and forward this information through the proper channels.


In the upper right you will see your forums inbox.  There you will find a private message from me.  Please respond to this communication and I will then be able to assist you further.


Thank you for accessing the Community Forums, and have wonderful weekend.


Anthony, AT&T Community Specialist



Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 24
Contributor

Re: Re: How to file a complaint about an att store...

I would like to file a complaint regarding the Oakdale Mall in Binghamton NY AT & T store. They tried to do a factory rest while watching a you-tube video, which tells me they were not trained or had the certification to do this. This was on my Samsung Galaxy 7 edge. After the "reset" my phone was locked and they said "Oh, we don't know what do do. You better take it to the Samsung tech at Best Buy". Well, I took it there and the Samsung trained tech explained that the reset process was not correctly done and now he was unable to undo what AT & T had done. So I contacted At & T and followed every step for the past 2 days and have no resolution. The phone is locked and At & T is not accepting responsibility for the incompetence of their representatives. I requested to have a equal replacement phone and was denied even though I have been a loyal customer for 10+ years. Really? I am seriously considering to migrate to another provider who show more customer loyalty than I have experienced. This is sad, frustrating and very upsetting that I have a $900+ phone that I am paying for but can't use because of AT & T's errors.

Message 5 of 24
Contributor

Re: Re: How to file a complaint about an att store...

Hello AT&T Team,

 

Stop promising false gift cards when opening accounts. I called a couple of times to redeem my rewards and I was giving the run-around all the time. At the end that I was too late to receive it???!

That's not professional and it's offensive to your customers!

Message 6 of 24
Contributor

Re: Re: How to file a complaint about an att store...

I recently was in the store in Kansas City, KS, and was at The Legends location, and I was only asked what my name was and account information and the person walked away and never came back to assist me. The person at the door that greets the people as they come in informed me that there was only one person working tonight and didn't know how long I would be in the store before I was going to be helped. There were at least a half dozen people in the store after I came in and all of them were looking to buy new phones. I was in the store for 20 minutes or more, and the people working there had the "I don't care attitude". I go in there every month to pay my bill, and they still have that same attitude. Thank you very much, Matt Krstolic or Yvonne, please contact me for additional information.  ***

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

Message 7 of 24
Contributor

Re: Re: How to file a complaint about an att store...

I went to The Direct AT&T store on E. State St. I went there 2 times before upgrading my husband to the Samsung Galaxy S9 50%off promotion to make sure we'd be eligible. It said you needed to add DTV, but I already had it. I had no problem adding a line and let them know and they assured me that I did not need to add a line. I went back to the store, was assured again and did the upgrade in the store. 3 weeks later, I saw the iPhone 8 50% off promo that clearly stated that you had to add DTV or add a line. I immediately called the store and was told that I wasn't getting the promo. I was furious. 

 

I went back to the Store and the Manager Nicole assured me that she could fix it and apologized and that she would call me when it was fixed. She called me back and said that she could not help me because I had ordered online and picked it up in the store. I have never made an online purchase in my life! I called and a Supervisor sent me a copy with the store purchase. It even shows that they used a chip reader for the taxes upfront. He assured me that I had never made any online purchases and that the store was lieing. I went back with my receipt and the store had false receipt information stating that it was an online purchase and made me leave the store. This is the most fraudulent thing that I have ever seen. I am disguisted and no one will help us. As soon as we have our current device payments down, we will be switching to Verizon. My husband did not even need the phone. He just wanted it. This is so illegal on so many levels, though they continue to stay employed and do this to others. 

Message 8 of 24
Tutor

Re: Re: How to file a complaint about an att store...

In March 2018 I switched from Sprint to ATT, I sent the last bill and att switch to get the money the they promised me up to $600 for lines,  The Bill clear shows and says final Bill and the charges for broken the contract lease a total of $577 for each line, I have to give my sprint phones to att and they gave me a receipt, I sent my final Bill and copy of the phones are with att, on March 2018 after 13 weeks I got a email that my submission was invalid there fore is denied , so im already upset , I sent the same information in APRIL 2018 with clearly shows the FINAL BILL FROM SPRINT  and today I got the same email INVALID or att representative doest know how to read or whats the problem? Can someone help me I want my money back!! I have been waiting for 4 months to get my switch money as ATT promise, I need help, before making a complaint with CFPB, advice!! please!!

Message 9 of 24
Contributor

Re: Re: How to file a complaint about an att store...

my 60 year old disabled mother upgraded her phone through att (611) they sent it to her and i told her go to the closest att store in beaverton oregon to help her get it turned on and transfer her contacts. i got her the 256gb iphone 8plus. and the little rude man at the store told her no sorry if you didnt buy it from here we wont help you... are you serious. i just paid 900.00 for a phone and im not there to help her. we have only ever been with att. now im thinking of switching because if the employees can't even help a disabled woman get her new phone turned on. what a joke. he told her take it to apple they will help you. im discusted by this. ill be looking into switching because of this man. 

Message 10 of 24
ACE - Master

Re: Re: How to file a complaint about an att store...


@ERICAPRATER3260 wrote:

my 60 year old disabled mother upgraded her phone through att (611) they sent it to her and i told her go to the closest att store in beaverton oregon to help her get it turned on and transfer her contacts. i got her the 256gb iphone 8plus. and the little rude man at the store told her no sorry if you didnt buy it from here we wont help you... are you serious. i just paid 900.00 for a phone and im not there to help her. we have only ever been with att. now im thinking of switching because if the employees can't even help a disabled woman get her new phone turned on. what a joke. he told her take it to apple they will help you. im discusted by this. ill be looking into switching because of this man. 


It's possible that she went to an AT&T authorized retailer rather than a corporate store. AT&T doesn't have control over the employees of the authorized retailers. She should find an AT&T-owned store or an Apple store. 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 24
Contributor

Re: Re: How to file a complaint about an att store...

I want to file a complaint on the at&t store located in Hartsville SC ...

 i was on the phone with a AT&T representive for two hours trying to get my AT&T SIM card to work in my new cell phone.... on the phone everything was great and the representive was very helpful, but we could not get my phone to work so she politely asked me to go to the nearest AT&T around and they would gladly get my phone working with no problem... so like any other day I made that apart of my errands and I go into the AT&T store located in Hartsville SC and as I walk in I’m not sure what I’m looking for so I kindly ask one of the workers to help me and I explain what’s going on and out of nowhere another worker now I know her name is Caroline Walker (she refused to give me her name when I asked her serval times thank god for Facebook I finally found her name out) came running at me yelling at me telling me she could not sale me anything and that I was not a costumer if AT&T and that she would not sale me anything. I am very well a costumer of AT&T and even if I was not if I wanted to buy a SIM card just like the representive on the phone told me to so I could become a AT&T costumer then by all means she should of encouraged me to buy the SIM card. Isn’t that what there suppose to do get people to switch to AT&T or make your AT&T costumers happy so they continue to stay with AT&T.. Needles to say she did neither of these things she screamed at me in front of other costumers which made them leave (loss of business) and claimed I was on some fraud list and refused to give me her name. First if I committed fraud in anyway I believe I would of went to jail, secondly if committing fraud is purchasing a SIM card in any shape way or form then I’m guilty but I believe she was way out of line and comes to find out she just went to jail for unlawful use of a telephone while working in the store at AT&T... I don’t know who the owner is of this store but AT&T I never got my SIM card and your losing a lot of business due to this lady’s attitude. I know that day alone she cleared the whole store which had atleast 20 people in there. I’m not done here I have her recorded and if that’s how you treat your costumers then shame on yall! You’ve lost me as costumer for sure unless something can be done with this lady! 

Message 12 of 24
Contributor

Re: Re: How to file a complaint about an att store...

 I have only had att for less than a month. I have had lots of signal issues. After a couples of days of phone calls to multiple att customer service reps and techs. I walked into an att store in Federal way. The representative that helped me whether had bad day, or not sure was quite rude. Explaining she didn't get anyone else in my area coming into her store to complain. No towers were down. That she's been in the business for 7+ years and the atf tech I spoke to didn't know what she was talking about. When I received a call from att while in the store, the rep walked away, went and sat at a table I was across the store, rep procedded to start talking to another att rep. Loud enough I could hear her telling him my business. So I went outside, I was embarrassed there were other customers in the store. I went there for help, didn't get it. Felt belittled.  When I went back into the store and asked for her name and the manager there.  The rep that rude rep was talking to, was the manager. When I said att was going to investigate what happened this manager said what are they gonna investigate?? 

Message 13 of 24
Contributor

Re: Re: How to file a complaint about an att store...

It's the manner that I received. I waited for so long when their was only one customer ahead of me while their are 4 employee standing around looking outside. I went to ask a question upon a return of a device I was told from phone service and instead of a appropriate manner. I recieved a rude remark and laughed at. When my wife called for a manager, we recieved the same action and look down and judge poorly.  They are supposed to be helpful and explain their services to customers. Not an answer, "it's not my problem." By manager.

Message 14 of 24
Contributor

Re: Re: How to file a complaint about an att store...

I have been a customer with At&T since 2000 and I went to the store to receive a new phone and pay offf my remaining balance. The customer service was horrible this guy with a beard refused to help me proper stated while I had a At&T representative on the phone that he didn’t care what they had to say and completely rushed me out of the store even though I was there before it closed he took no effort helping me resolve my problems I will be messaging cooperate about and this because he was rude and just plain up helpful. He don’t even provide his name or greet me kindly. Your employee took it step further by saying that it was fault because I should’ve done what he told me too? That is no way to be helpful. This incident was at the At&T on 4805 Briarcliff rd ne, unit 101 Atlanta, Ga 30345

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