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Bcarone84's profile

New Member

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5 Messages

Saturday, November 12th, 2022 11:54 PM

Return

I have had the worst experience ever working with att store in Brickell miami / customer service 3 calls and att Michighan avenue manager Juan. 

my phone was stolen two saturday’s ago. The att store in Brickell did not have the same phone or even the 14 pro so I settled for the 13 pro being told I could Exchange it at any att. I live in Puerto Rico the store I bought it from then told me I could exchange it. 

Upon returning to Puerto Rico I called att customer service and they again showed me the stores in Puerto Rico and even gave me the address and directions to one. 

the next day I went to one of the stores they gave me an address too. They finally informed me that liberty mobile is not part of att anymore and that I had to call att customer service and they could handle it. 

I then spoke with att for 3 hours trying to find a solution on how to switch my phone out. They could only have me ship it to the US for an exchange I need my phone daily for business so this option did not work. I then after sitting on the phone for hours the manager of loyalty told me to fly back to the us to return the phone. Two days later I hastily bought my flight and today nov 12 I landed in chicago and came to the store and was told now I couldn’t return the phone without a box. After they told me on the phone to go to apple to get the phone I at least wanted. 

now today I come within the two week return policy and the manager the first to tell me this tells me he won’t take the phone back without a box. I have not had the box in two weeks. I do not keep boxes . I am now stuck with a phone I have no use for and falling out of the two week return policy att will not take the phone back they sold me and told me I could Excahnge or return. 

Att I will not refer anyone ever to use your service and you are going to lose me as a customer going forward. You have wasted days of my time and countless hours for a phone I was told I could return or Excahnge. I am back in the us to do this and the store manager Juan denied my return even though I was willing to pay the restocking fee 


Brandon 8476913947

ATTHelp

Community Support

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207.9K Messages

3 months ago

Hello, @Bcarone84. Thank you for making us aware of this issue. This is not the experience we want for our customers. We would like to speak with you in private. Click the message icon in the upper right corner and reply.

 

We look forward to speaking with you.

 

TT, AT&T Community Specialist

MicCheck

ACE - Expert

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12.7K Messages

3 months ago

If you knew you were going to return it, why did you get rid of the box?

That said, if you live in Puerto Rico, it might be best to switch to a carrier that provides service in PR, so you don't have to come to the mainland to do anything in person. I don't think you can port a US number to Liberty, but I believe the other two major carriers still operate in PR. 

New Member

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5 Messages

3 months ago

mic, 

thanks so much for your input. you do not understand the situation as I was robbed and traveling and was not told by the store employee I needed my box or I would've kept it. I appreciate your comment though as it seems you have a lot of free time to read my complaint. 

New Member

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5 Messages

3 months ago

still have not been contacted and the chat closed, you have my direct line and email please use it

ATTHelp

Community Support

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207.9K Messages

3 months ago

Hi Bcarone84, we want to help with your return inquiry. Let’s meet in a DM, please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums) and reply back. 

 

In the meantime, please edit out your personal information as this is a public forum. We'll ask for your account info only in a private setting. 

 

We look forward to working with you! 

 

Rhoda, AT&T Community Specialist 

MicCheck

ACE - Expert

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12.7K Messages

3 months ago

At this point, you're probably better off just selling the phone you don't want. It looks like you can probably get at least $500 on ebay. 

You should also edit your phone number out of the other thread you created, if you haven't already.

(edited)

ACE - Sage

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104.3K Messages

3 months ago

@Bcarone84

I have to agree with @MicCheck

You knew you didn't want to keep the phone, returns are required to include everything that came with the phone. All of the packaging including the original box. Knowing that you were going to return the phone you should have saved absolutely everything.

When was the last time you bought something and returned it without the packaging it came in? It's just not done with any product. 

You might as well sell the phone on eBay, it is locked to AT&T which means it won't even work on Liberty mobile.

AT&T no longer has any footprint in Puerto Rico or the US Virgin Islands. All of that was sold to Liberty mobile two or three years ago

sandblaster

ACE - Expert

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62.3K Messages

3 months ago

it is locked to AT&T which means it won't even work on Liberty mobile.

@formerlyknownas Are you sure about that? When all those customers suddenly found themselves on Liberty, I’m sure many had ATT locked phones that continued to work. I would not be surprised if there is some exception still in place for ATT locked phones.

ACE - Sage

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104.3K Messages

3 months ago

@sandblaster

I never considered that. I guess I assumed they were unlocked during the transition. 

But it seems odd to me that at&t locked phones would work on Liberty.  

🤷🏼‍♀️

New Member

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5 Messages

2 months ago

@ATTHelp please re open our chat or give me a call I have left 2 voicemails. thanks !

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