Contributor
•
2 Messages
VERY UNHAPPY CUSTOMER OF 18+ YEARS
I bought a refurbished iphone 4s from the att.com site as an add on line that was for my daughter. When I received the cell phone it was defective would not recognize any wi-fi signals. I had to send it back as a defective. The problem was that if I used the regular return method I would have to wait a week until they sent me a new one and I needed it asap for my daughters B-day. I decided to purchase ANOTHER iphone 4S the same way online. Seeing that ALL the ATT reps told me I would just Have my money refunded into my credit card account for the first one once it was received. Well the phone was received on 6/1/16 many att reps confirmed. It is now 6/15/16 and MANY MANY phone calls later NO ONE KNOWS WHY MY REFUND HAS NOT BEEN PROCESSED YET!!!! This is outrageous its 2 weeks later and its $100. We are not talking about thousands of dollars here. Why in this day and age do I have to wait more thant 2 weeks for a refund?? As I am typing this complaint I just received a call back from the "Ecomm" dept she claims she will be processing my refund right now and expidite it and took down my CC number and said it SHOULD be on that account in 2-3 days. She had NO answers for me on WHY the warehouse never "scanned in the refund". I did include the invoice with defective device along with instructions stating that I needed a refund NOT another device, obviously that wasn't read! My issue besides the obvious one on having to wait 2 weeks for a refund is= WHY did I receive a refective device in the first place? Aren't refurbished devices tested before sending them to a paying customer??? Next, WHY did I have to call ATT SEVERAL NUMEROUS TIMES in order to have my money refunded to me??? They don't delay in taking my money but to refund yes they do. I need these questions answered this is a terrible inconvinience to a customer that has been with ATT for over 18 years. I don't care if I have to tak to the CEO, CFO, PRESIDENT I will get this resolved so that this never happens again!!!!!
lcalle
Guru
•
629 Messages
8 years ago
I would recommend sending a private message to @ATTMobilityCare with your name, account/ primary phone number, description of your order/phone situation and desired resolution, a good contact number and time to reach you. These folks have an excellent track record of fully resolving issues the traditional customer service avenues cannot.
0
0
formerlyknownas
ACE - Sage
•
117.1K Messages
8 years ago
I love the ATT service, but I don't buy phones from them and I would recommend you not either.
You could have purchased the phone from Amazon, at the same price, and had no problems if it needed to be returned.
0
0
ATTMobilityCare
Community Support
•
15.2K Messages
8 years ago
Hey @silva2005
Thank you for reaching out to the AT&T Community Forums! First and foremost I’d like to thank you for your continued support for almost 20 years! We value all the support that you provided us with throughout the years and apologize for the negative experience you had with us. This is not what we want any of our customers to go through! We look forward to many more years of providing you excellent service and of making you happy along the way!
We’ll be more than happy to review your account and discuss in detail any and all possibilities available to you. Please send us a private message by clicking here and include your full name and a good contact number where we can reach you.
We look forward to working with you to resolve your issue!
Tim, Community Specialist
0
0
silva2005
Contributor
•
2 Messages
8 years ago
I already did this today, this morning ACtually. The story gets even worse too (if that's possible). I received an email this am saying the defective device is being shipped back to me because it cannot be returned after making another 45 min call to att this morning they told me they can't keep the device because I didn't "shut off the find my iPhone" app????????? NEVER was I told I had to do this before returning this device. If I had been told it would have been done! So now I am stuck WITHOUT A REFUND AND A DEFECTIVE PHONE!!!!! BBB here I come!
0
0
formerlyknownas
ACE - Sage
•
117.1K Messages
8 years ago
Unfortunately I have to side with ATT. You sent back a phone that is cloud locked to your iTunes account. It is useless to anyone else but you.
Your return paperwork requires then phone be returned in the condition you purchased it. That would mean all boxed up and factory reset. You did not factory reset, because find my iphone has to be off to do so.
0
0