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DJS22's profile

New Member

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3 Messages

Thu, Jun 23, 2022 12:54 AM

Unethical sale and Customer service rep.

  1. I purchased a iPhone 12 that was to be a deal at 1/2 price and was walked through the whole process and was delighted with my purchase then it all went down hill.  First issue is I got a brand new Phone unfortunately it was that one time it was a lemon. Spent so much time on the phone and 5 trips to the Apple store and never really got the issues fixed. Then came the Bill!! EVERTHING I was told about how I would be charged and the monthly Installment price was  NOT what I agreed to at all! It was not the 1/2 price deal and now I was told no way to return the phone or get the Installment adjusted. I finally got a Service person to refund part of what I paid (60.00)and send me Return RMA Label to return the phone. I was then told that once it was received I still had to call to ask that my installment payment be removed.  Well my package is missing and found that AT&T uses a 3rd party shipper that picks up the RMS's from USPS to complete the shipment .  Once 3rd party (UPS) picks up the package your USPS Tracking # is not good anymore UPS does not give a new tracking number so you have no way to track if AT&T actually ever gets your phone. It looks like I will be stuck having to pay $700.00 for a phone that now I wont even own.
  2.   I researched this online and  found that this has happened to many other AT&T customer.  At this point I'm outraged that this company is allowed to conduct business this way!! This issue needs to get out there so these claims can be investigated and AT&T held accountable for such unethical practices.  

ACE - Sage

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97.5K Messages

7 d ago

Some of this information is not correct. If you return the phone within the first 14 days the return label is a smart tracking label has a USPS tracking number on it. The USPS packages picked up by either newgistics or Pitney Bowes (couriers for small packages) to return to AT& T. The tracking number does work on newgistics or Pitney Bowes. UPS is not involved.

If you have the tracking information, that makes AT&T the shipper, not you. As long as the package shows as being checked in for return by the Postal Service AT&T is responsible for the Lost package.

If you were outside of the 14-day return. For the phone, you should not have sent it back to AT&T and you are responsible for paying it off. After 14 days there is no return, and apple is responsible for the one-year warranty.

2.   As for the outrage... AT&T promotions require an unlimited data plan, the unlimited value plan is excluded.  Phones must be purchased on installments and Bill credits for 50% of the 64 GB price are credited with in 2-3 Bill Cycles. 

If you met requirements, there is no Reason you would not get credits.   The half-price promotion is relatively recent, so it may not be two or three Bill Cycles since you purchased your phone on that promotion. And certainly not within the 14 day return do you already get bill credits. 

(edited)

New Member

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3 Messages

7 d ago

Thanks for responding to my post! Yes, I was told all of this information and was told I did have the correct plan when it turns out that I DID NOT so the person I talk to on the phone made the mistake.  I honestly thought I had the right plan and when she told me I did I took that as a confirmation.  I first called about the billing after the 3rd when it was to start to credit and the bill was wrong.  That's when the whole thing started and found out the I was told wrong by the sales person.  So now the last  person I spoke to refunded my 1st 3 payments, sent me the label and told me once they receive the phone back (even though passed the 14 days) they will remove the installment plan and to call to do that.  So you see I was told Incorrect information from the start and I really feel taken advantage of. WHO CAN I TALK TO AT AT&T TO RELOVE THIS?

IIS THERE A WAY TO FIND A SUPERVISOR THAT CAN ACCESS THE ORIGINAL SALE PHONE CALL RECORDING? Any help would be really appreciate.  I try to be an honest person and I guess i expect others do the same.  

ACE - Sage

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97.5K Messages

7 d ago

I have never heard of an exception to the 14 day return.  Not for any reason.   

And you're indicating over 90 days?  This doesn't sound right at all 

Former Employee

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1.8K Messages

7 d ago

Calls are recorded at random for quality and training purposes only.

ATTHelp

Community Support

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192.2K Messages

7 d ago

Based on your device concerns, we want to get you into a DM to take a closer look into your return @DJS22. Check the message icon in the upper portion of the page and reply.

 

In the meantime, gather your account and tracking information, and we'll get started working towards a solutions. Again, keep an eye out for the DM.

 

Alasani, AT&T Community Specialist 

New Member

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3 Messages

4 d ago

Since I’m a newbie can y’all tell me how I can DM back to Alasani who posted to my concern? 

Alasani, AT&T Community Specialist 

Constructive

Employee

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27.9K Messages

4 d ago

Top right to the left of the bell. 

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