Wrong Device and Loyalty Phone Number

The return window has always been 14 days. After 14 days you cannot return or exchange anything to AT&T.  Not a phone, not a tablet, not even a phone case.

If you didn't like the color you got, or decided right away that you preferred Samsung you should have returned the phone immediately.  If you opened the phone and use the phone you would be subject to a $55 restock fee because it is now a used phone.  

It's not at&t "not doing anything for you", you waited to long, and your options are gone.   It's at&t following the policy that is published on AT&t's website. After 14 days the phone is yours. If you want to go back to Samsung you would have to finance that on your own because you cannot have a second installment on a line of service.

Did you not read the part where I was told to go to the store for service? That was customer service telling me the wrong procedure, when they should have gone ahead and sent me a new phone?

Do you work for AT&T as well?

Finally, you are 100% wrong! It has not always been 2 weeks to return a phone - there was a time, most likely before you were born, when you had a month to return a cell phone if you had issues with it.

Fine, I'll narrow it for you...It has been 14 days For more than 10 years.

https://www.nbcnews.com/tech/tech-news/t-cuts-return-policy-30-14-days-flna1c6340482

And I'm 60 years old. I've had a smartphone since 2013.  Joined AT&T in 2014.   And the return window was 14 days then, and still is.

Since there is not a single phone that was made/worked in 2012 that would still work on the network in 2022,  you've had to have upgraded in the last 10 years, while the return window was 14 days.  

AT&T will not send you a new phone until you return the one you did not want. So you had to return the pixel and once it was received by AT&T and your upgrade status was reset then you could order a Samsung.   

Hello Wademross, this is not the customer service experience we want you to have.

Did you visit an AT&T Corporate store or an Authorized AT&T Dealer?  Only an AT&T Corporate store can make an exchange within the AT&T Return period.

Thank you, @formerlyknownas! The Ace is correct the return or exchange period is 14 days. The only way we can exchange the device if we receive the return device back to send the new device. 

Feel free to reach back out if you have any other questions or concerns.

Thank you for visiting AT&T Community Forums!

Carlton, AT&T Community Specialist 

"If you bought your device online (att.com), over the phone with AT&T, or at an AT&T branded store, you have 14 days to start your return or exchange." 

Yes, I understand 14 days! However after activating, 3 days after placing the order, I told them that the phone was not correct and they told me to go to the store for an exchange. I go to the store and then they tell me they don't do that, I have to make a call to customer service.

The manager also stated they have a lot of customers being told this by the phone operators, and I personally have been given misinformation twice!

I called customer service, and then called the Customer Loyalty phone number. At some point they tell me that can be handled at the store.

This is a major flaw in customer service and the responsibility is on the AT&T employees.

And the response to my complaint is to be diverted back and forth from store to 611, and finally when time runs out to be stuck and stonewalled.

As previously explained, not every AT&T store is an AT&T corporate store. Authorized retail stores are not owned by AT&T but are owned by third-party franchisees. These stores cannot do returns and exchanges for purchases made from AT&T online, or even purchases made at another corporate store or another franchise store.

Even with the back and forth being sent to a store, and being sent back to call AT&T, one or the other should have explained that only a corporate store can do a return and exchange. And no matter what you had to return the phone they sent you if you did not want it.  

You said your changed your mind or determined you did not want the phone in 3 days That's still left you with 11 days to mail the phone back to AT&T, or return it at a corporate store.

AT&T Carlton - I made my phone complaint on the 9th 3 days after getting the phone. They told me what you told me - go to the store!

I went into the store, an authorized dealer, and they told me they don't do this - if I call and order a phone it must returned in the same manner.

So which is true? Obviously this is the problem and not that I have identified it for you, how do you plan on correcting it for me, and for future users?

At this point I made at least 3 contacts to AT&T before my 14 days ran out! Realistically, should someone have been able to assist with this simple return?

How much personal time must I spend fixing this because there is a conflict in your service and staff.

I have a job, a family, and sick and eldery people in my life that I have to provide and care for, and to top that off I am sent on a wild goose chase?

This is ridiculous!

On top of that you send me to this forum where supposed members of the community take shots and post unfactual information in their leisure time? Just because they are concerned citizens about cell phone users? 

Carlton, please email me.

Who sent you to this forum?

@ATTHelp cannot email you.  They communicate via DMs.  Unfortunately, no one can override the written 14 day return policy.

I found it online. 

I get it nothing after 14 days, but I made an exchange request 3 days after my order, the same day I activated it! 

Who can handle this issue, now?