On August 6th of 2010, I purchased a new Samsung Captivate from an AT&T Retail store. Within the first couple of months, I noticed my phone would turn off randomly. At first, I believed it may have been a button push caused by me while the phone was in my pocketbook or pocket. After a little while, I noticed it would happen when the phone was not in my pocket or pocketbook, but at random times and places. Sometimes as many as 3 times a day. I called AT&T and was transferred to their Android warranty technician.
They walked me through a factory reset and promised that the problem would be resolved by the reset. The reset did not stop the shut downs at all. I started to do research and learned that the shutdown issue was being experienced by many other Captivate owners. There are many boards and forums with people complaining about this issue, not excluding AT&T's own community website. Those having their phones replaced by AT&T were getting refurbished devices that were also shutting down. Those who went to Samsung for repair received their "repaired" devices and still had shutdowns.
In December, after having a particularly bad week with shutdowns, I again called AT&T. I explained that my phone had been reset and that it still had shutdowns. At the same time, Samsung had sent out notification that there was a known issue with the Captivate that caused it to shut down. It also stated a serial number (or IMEI) range and manufacturing date range that would most likely experience the shutdown issue. In short, those phones manufactured after November 6th, 2010 would not have this issue. The operator assured me that I would not get a phone with a shutdown issue and proceeded with processing a warranty replacement.
I received the phone on January 7th. By the next morning, the replacement phone had shut down on me 5 times. I repackaged the replacement phone and sent it back to AT&T. I called AT&T the same morning to report to them what had happened with the replacement phone and that I was assured by the previous agent that the replacement phone would not have the shutdown issue. I was told by the current agent that there is no way to insure that any refurbished phone that is sent to me will not shutdown. I then stated that I purchased a NEW Samsung Captivate and instead was sold a defective device with a known issue.
I should be able to have the NEW and non-defective device I paid for in the beginning, not a defective phone that will be replaced with another defective phone. The agent stated that if I wanted a new phone, I would have to contact AT&T customer service, which I did. As it turns out, that was just a redirect, as they also told me to contact warranty to see about replacing my phone. After a "cool down" period, I again called AT&T on January 24th to inquire about getting my phone replaced.
I explained that I had been having shutdowns, received a replacement that also shutdown and wanted to receive a non-defective phone, as that is what I originally expected when I made my Samsung Captivate purchase. The agent stated the refurbished phones that were sent out were not defective as of November 6th. I then stated to him that the replacement I received was in early January - well after November 6th - and it was certainly defective. And that the November 6th date was manufacture date, not a ship date. I had already been down that road and tried everything.
What I really wanted was to have a non-defective Samsung Captivate, manufactured after November 6th. Unfortunately, the agent reverted back to the statement of the previous agent - there is no way to insure the refurbished phone that is sent to me will not shutdown. I reminded him of the manufacture date and suggested that sending me a phone manufactured beyond November 6th would (according to Samsung and AT&T) insure that I received a phone without the shutdown issue. He again stated there is no way to insure the phone that is sent to me will not shutdown and would I like to move forward with a refurbished replacement.
I stated no, as I had done that already and I did not think it was fair that I could not be assured of a phone that was not defective, even though I paid for a new phone. At this point, I would like AT&T to replace my Samsung Captivate with a New Samsung Captivate, since that is what I paid for. Once they realized that the shutdown issue was wide spread, all Captivate owners who purchased a new Captivate that was defective should be able to get a new (not refurbished or repaired) Captivate that is built without this issue.
CUSTOMER SERVICE, WASHINGTON -- I purchased two new cell phones in October. My wife told me to check mine out to see how it worked before she would even open the package of her new phone. After a few days, I learned to dislike the way the phone reacted to the touch commands, as sometimes it took anywhere from 4 to 8 touches to get it to work. My wife said she would keep her old phone, as she could not use a phone that was as defective as that. The box for her phone has never been opened. I finally decided that it was the "cheap" phone and not me that was the problem, so I called and explained to them what the problem was.
I was told that they would not accept any returns, as the return time had expired, even though one of them had never been unwrapped. I decided maybe I could find another brand, and just toss the one(s) that I had and start over. I was told that I could, if I was willing to pay off the contract to the amount of nearly $400, and then start another 2 year contract! I mentioned the fact that I had been doing business with them for a number of years, and that providing me with a product that you could not even "get a handle on" for a few weeks, and then telling me "too bad, but that's our policy", would cause me to never renew a contract with them, or use their services again when this contract was up. They didn't seem to care.
FRANKLIN, TEXAS -- After 15 years as an AT&T customer they've dropped service in our area. However, they will not let us out of our contract. They have let other people in the area out but apparently you have to reach the "right" person. After five hours on the phone getting the run around and being told several different stories, I would not stay with AT&T if the situation was resolved. Their customer service is terrible and very rude. One person I talked to actually told me my sim card was not working and I just needed to go get a new one.
This was after I had already explained that we were having problems with all four phones on our plan and our local store told me all towers in our area had been dropped. Another basically insinuated I was lying because our phones had been used. We traveled out of town where the coverage was fine. Half the time I tried to tell them something they were trying to talk over me. I have never experienced such bad customer service. Another representative actually likened AT&T's negotiations with cell phone towers to a hockey game. No wonder they couldn't reach an agreement. When I researched AT&T does rank at the bottom of cell phone carriers in several areas.
FAYETTEVILLE, NORTH CAROLINA -- Please do not go with AT&T. I was advised my first bill would be $86.00 by the customer service representative when I signed up with AT&T. My first bill was $262.00 and not one person at customer service could tell me why. Now, I cancelled the service with them, my phone was cut off 10/30/2012 and they billed me for November and December. I had 1 line and 450 minutes a month with 3GB data plan paying $120.00 a month. If you can get with a different cellphone carrier please do. I DO NOT RECOMMEND AT&T TO ANYONE.
WINCHESTER, CALIFORNIA -- I changed my cell phone service after 12 years of having T-Mobile because I wanted to have an iPhone but I have regret it from the first day!!! I can't be more disappointed with AT&T service because I have dropped calls 95% of the time, people can't hear me 98% of the time, I have changed my cell phone, I have changed all of our SIM cards, bought a product that was supposed to fix the problem.. but I am stuck with their horrendous product. I am counting down the seconds to get rid of this product!!! If you are thinking about getting AT&T service please don't, I don't wish this on anyone!!!
MELBOURNE BEACH, FLORIDA -- Zip code - 32951 - used to have great service but a few months ago there stopped being any access for myself and anyone in town. No new blockages, no storm damage, nothing! No answers from AT&T but still have to pay for service we're not getting any longer or pay penalty to get out of contract. How in the world is this fair? AT&T gives no answers or explanation. I feel victimized, robbed and held hostage by AT&T.
MACON, GEORGIA -- I upgraded my cell phone on a military base exchange and this was a private seller and not a AT&T owned. Left to go to another location and my phone quit working. Stopped at an AT&T store for service and was refused service since I purchased the phone at another store. The phone was new and under 30 day warranty. AT&T would not help me anyway. I was told I had to take it back the same store that I purchased it from. Now I was in another town when the phone stopped working and was some distance from the base exchange.
AT&T was not helpful in helping me with my problem. I was advised that if I had purchased at an AT&T store anywhere I would have been given a new replacement phone. AT&T told me if I purchase a phone from any store other than AT&T store it would have to be returned to the store purchased from. AT&T does not care about you the customer. Be aware when you purchase from any store other than AT&T. I was told after 31 days I could take it to one of their stores (AT&T) and they would honor the warranty. I have my home phone and high speed internet (DSL) with them and when my contract is up I will discontinue my service with this company.
I'm sharing my story to save prospective buyers of this phone some heartache. I had my last cell phone for about 6 years. It worked fine, but was an older model. The "pay as you go" plan has worked out well for me. I excitedly bought my LG GS390. I used the phone for 2 days, then left it in my purse in a padded front pocket, in my bedroom, while I was gone for a long weekend, to a wedding. When I returned, I checked it for messages, and all I could see was a spider web kind of effect on the screen. I immediately went to AT&T (where I bought the phone) and showed it to them and was told I cracked the screen!
The phone was barely 1 week old, and I was gone for 3 1/2 days of that time. I am a 55 yr. old woman and have had cell phones for many years, and never had anything like this happen. In the store, I was told, "You broke it." and told that they could not do a thing for me, but they would sell me another phone! I am convinced that this was a defective phone and the slightest movement or shaking in my purse when I was carrying it, caused the damage to happen. There is no other explanation. While discussing this matter, a sales person went so far as to say "sucks for you!"
I would like everyone to beware of this phone, and while this might be an isolated incident, both the manufacturer and the retailer will not back up their product! I bought the phone with a 30 day money back guarantee if I changed my mind, but they said that did not cover this phone. I asked that they fix or replace it and they said "no way". I do not know of any business that can operate like this and I want to warn anyone considering this phone to beware, no one will stand behind the product.
AT&T just lost 4 customers in my home, and I will never buy LG again. I hope that my story will help anyone out there researching the phone to think twice in dealing with these 2 companies that refuse to stand behind the quality of their products. There is no excuse for a phone to break in the very first week. Apparently the poor quality, defective phone is now my loss.
My wife and I researched phone companies for weeks before deciding to go with AT&T. We went into a local store talked with the salesman and manager extensively about plans and service and if we didn't like the service what our options would be. We were guaranteed on paper to be able to return the phones and service within the first 30 days. That is AT&T's big promo item about their company, 30 day return policy. Well 13 days later numerous dropped calls and no 3G access, we took the phones back. $300 in restocking and return fees at the store later, we were pissed!
My wife's phone was impeccable. I still had the protective stickers on my phone and we kept them in cases. But we paid it and left, after the store manager kept repeating "I don't know why the salesman told you that, we've never offered free returns on phones". Since we turned in the phones, AT&T has turned us into collections for over $700 for not returning the phones within the 30 days. We turned them in 13 days later!! I spent an hour and a half on the phone with a really nice representative. He was great and assured me that almost all the charges would be dropped. He was very apologetic, but we still had to pay over $100 for the service for TWO WEEKS.
He couldn't believe we were charged for cancelling within the 30 days. He even called the store to verify everything was turned in. He apologized profusely and assured me everything would be taken care of and we wouldn't have to pay more than $65 at the end of the conversation. Approximately 2-3 weeks later we are sitting in COLLECTIONS!!! My wife spent over an hour last night with an AT&T supervisor at their support center who was rude and uncaring. She told my wife basically tough, "you're in collections pay it."
If we wanted to fight it we had to open a new case to do so. She even got on a conference call with the store manager where we had purchased the phones and he confirmed everything we said. He asked the supervisor if he could fax her the receipt from us turning everything in and she said NO! So here we are, my wife has NEVER been in collections EVER! We've already paid over $300 for two weeks of service and AT&T is still screwing us. Thank you AT&T for having the WORST customer service and being the WORST cell phone company.
GREATER SPRINGFIELD, MASSACHUSETTS -- I got two AT&T "TILTS" on June 08. Everything was fine until July when I started getting complaints from friends, clients and wife for not returning calls. I realized that the calls never got to me. The messages never got to me either. I started realizing that the same was happening with my outbound calls and messages. I went to the AT&T store and they after showing up three times to complain, they finally changed the sims in my two "Tilts". The problem did not subside. In effect by November 2008 it was much worse.
I called AT&T and was promised that I would receive a call back to fix the problem. Six months later I am still waiting then I called back, again and again (total more than 16 times). One time I was told that I had never complained about my service, therefore there was no reason to fix it. Finally on June 09 I was able to get AT&T to agree to send two replacement phones, after threatening with cancelling right there and then, the phones were sent to try to see if that fixed the problem, but.. if my old phones that have been losing calls and messages since July last year (worst since November 2008) had a scratch, I would have to pay AT&T $900 dollars, yes, $450 per phone.
I called the "resolution department" twice. The second time I called, I got **, whom very nicely tells me that he had a solution: I need to spend $598 for two new phones and sign a brand new two year contract!!! I did not like the idea to be a prisoner of AT&T WIRELESS for two more years and ** said that he would call the very next day to tell me what other options I had. Did you guess? Yes, I am still waiting, two weeks later.
Since then I had to send the replacement phones back to avoid the $900 charge, you know, as the first resolution specialist I talked to, told me: "The $450 per phone fee is there because of customer's FRAUD". I called AT&T to drop my tethering ($720 year), drop my 1400 minute plan to the 700 min plan and will file a suit in small claims court. Do you feel lucky?