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kozeq's profile

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Sun, Jun 26, 2022 10:05 PM

Customer Service

My Samsung Android A13 got a virus. First store repaired it. My phone contacts were not coming up. Told they might come up later.  My photos were present at this time. Contacts did not come up.  Went to a Corporate Store the next day with my old A10 phone.  The store employee got the contacts up. I did not know at this time that my photos had disappeared.  Called 611 to try and see what happened to my photos the next day.  Told I must go to an AT&T store to get them restored.  This was a ten (10) hour day with Tech Support and driving to the two stores I had already visited.  The Assistant Manager at the Corporate store said, my photos are lost forever and the first store was then blamed for losing them.  A lot of training seems to be going on in these stores, with excessive interruptions during your own personal time; of which you had to wait for your turn on a waiting list.  Next day, I called 611 and wanted to speak to a Supervisor, since the Tech Support could not help me once again. I got a lady named Cecilia. She said, your photos were not backed up by you the customer.  Additionally, it is not the store employee's responsibility to back anything up for you or check that prior to doing anything with your phone.  I told her I would type on the Internet to the CEO and tell him or her what you said to me as a customer. She said, we provide a service only, nothing else.  I asked where I could attain this information about backing up?  She said, its nowhere in written form.  I then wanted to know if it was the air that I was suppose to pull this information from? How am I suppose to become aware of these new and or old rules? Then, all of a sudden she begins to instruct me how to back up my current photos.  She took over my phone and we worked on it together, during my excessive complaining.  The missing photos in question are from February-June 13, 2022.  It's been two (2) weeks now, and still have not restored these photos in question.  Although, I am constantly receiving messages on my phone, that I have pictures in my personal cloud? Sincerely, Marcia Kozel


ACE - Guru


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Umm, moving this post from the Email forum to Wireless.

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