New Member
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2 Messages
store wont help me
The store gave me the wrong phone, which I cannot activate, and is giving me the hardest time to return. After multiple calls to the call center, it's clear no one there is able to assist me either. This is bordering on fraudulent behavior.
5/25: I upgraded my phone online and selected in-store pick-up.
5/26: in the A.M. picked up the phone in the morning, P.M. attempted to activate the phone, after nearly 2 hours on the phone with the support, and my current phone deactivated, the agent determined that the store gave me a phone with a different IMEI number and I would have to return to the store for help
5/27: Admittedly frustrated I returned to the store (was told I would need to wait in line again). The assistant manager, who was extremely dismissive, was able to turn my current phone back on, but not without trying to convince me to buy insurance for the phone they sold me that doesn’t work. Finally, the store manager came over and ensured me that after she finished with her customer she would handle my return (as apparently, she is the only one who could do the return). I left the phone with them and returned around 3:30 only to find out the manager had left and did not process my return. I did not feel comfortable leaving the phone over the weekend until the manager returned on Tuesday (and had to argue to get the phone back in my possession). I made an appointment to return Tuesday, when according to the assistant manager the manager would be there to help me.
5/30: I returned for my appointment at 10:30 and the manager had taken the day off. I asked the assistant manager to call the regional or another manager to help me. He refused and walked away to restock some phone cases. He then continued to be dismissive saying I shouldn’t have taken the phone with me last week, saying the return was still going to take 1-3 days to process, letting me know the manager can take off when they want, adding that I shouldn't have taken an hour off work just for a phone. Among several other extremely dismissive comments.
I made another appointment for Wednesday, 5/31 at 5 pm (which will be my fifth visit to the store), when supposedly the manager will be in again, this will be my fifth visit to attempt to get this matter corrected.
formerlyknownas
ACE - Sage
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110.8K Messages
4 months ago
Did you check to make sure this is a corporate store and not an authorized retailer? If it's an authorized retailer it will say somewhere on the storefront.
When you do speak to the manager, please relay all of this to the manager of the store. If it's an authorized retailer that's where the buck stops. AT&T has no control over its franchisees.
If this is a corporate store, for going to six call AT&T give them the full address or store number and relay your experience. I have to agree it's unacceptable and I've certainly received far better support from all of the corporate stores near me.
I avoid authorized retailers. Nothing but disappointment. If it is an authorized retail store they may not be able to take your return. Which means you should contact AT&T and send the phone back. If you still have the original box packing material packing slip it may have included a shipping label to return the phone back to AT&T. But you should contact AT&T to let them know the phone is defective.
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Mel2023
New Member
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2 Messages
4 months ago
Thanks unfortunately it is a corporate store. I too avoid authorized retailers. I did speak with the manager and called support and was not able to get help. I finally resorted to a BBB review and recently a call back from someone in the office of the president who finally resolved my matter and was very kind.
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ATTHelp
Community Support
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221.1K Messages
4 months ago
Hi there @Mel2023, we appreciate your response.
We're happy to hear, that the Office of the President was able to assist. Should you ever need any further assistance, please don't hesitate to reach out to the AT&T Community Forums.
Thank you for reaching out to the AT&T Community Forums
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formerlyknownas
ACE - Sage
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110.8K Messages
4 months ago
Wow. That's awful. I'll count my lucky stars I've had all good corp store experiences
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