AT&T Wireless Complaint - Poor Quality, Poor Service, Poor Customer Service
On April 16,2008 I purchased a cell phone from AT&T. I purchased this online from Office Depot (where I work, we get a discount that way.)
On about the 13th or 14th of June, my phone stopped working. I could not make or receive calls and the screen on the front of the phone was blank. I called AT&T and they trouble shot my phone and I was able to make calls but my screen was still blank and I could not receive calls. This took 45 minutes. (I was trying to get this done on my lunch break, that was the only time I had because by the time I got off of work, they would be closed.)
Since my phone still wasn't working properly, I was transferred to the warranty department. I was told that I needed to go to a nearby AT&T store and they would swap the phone for me. I was unable to do this at the time and I let the rep know this. She said as long as I stayed within the warranty period (90 days), I could go to any store at any time.
Finally on June 20, 2008, I was able to go to one of their stores in my hometown. The clerk there told me I had to go to a corporate store and gave me directions to the nearest one (15 miles away). I drove there and was told I was given the wrong directions to the wrong store and I was directed to yet a THIRD store. I get to the third store only to be told I would have to call the warranty department. It was all I could do to keep my composure while I calmly let this clerk know that the warranty department had directed me to a corporate location. This clerk was very nice and directed me to a phone in the corner which conveniently had the warranty department's phone number listed.
I call the warranty department and speak with gentleman for 20 minutes while he again troubleshoots my phone. Finally, he agrees that my phone is not working and will send me a new one with a box to send back the old one. Great! Now, I am happy even if I did have to waste gas and jump through hoops.
Two days later, my phone comes in. I open the box to find that it is the wrong one! I call AT&T back to let them know and to ask them to send me the right one. THEY REFUSE! They tell me my phone is not under warranty (even though two people whose names I have told me it was under warranty.) And let's not forget all the paperwork I have.
Now, I am livid. I ask to speak to a supervisor who basically tells me there is nothing they can do. I get his name and ask to speak to his supervisor. I am put on hold for over 15 minutes so I come up with a solution of my own: I will pay the difference for the wrong phone I was sent, I will send the bad phone back, and they can send me the battery and SIM card for the replacement phone. The first supervisor comes back on the phone to tell me that his supervisor said they can't do anything for me. I tell him this is unacceptable and offer my solution. He goes back to his supervisor, I am on hold for another 10 minutes, and he comes back to tell me that if I keep the one they sent, they will charge me $200!
Now, I can't hide my anger. I demand to talk to his supervisor who basically says the same thing. I finally tell him that because I have been sent mal functioning and incorrect product, that this is a breach of contract on their company's part and something must be done to rectify the situation. By this time I have been on the phone for nearly 2 hours!
Finally, the supervisor contacts customer service and comes back to tell me they have several options for me. I think I am actually getting somewhere. Nope. I am offered one solution which is upgrade and add an additional two years to my contract. I told this rep that with all the trouble I have been through, why in the h... would I do that?1
I call Office Depot and explain the situation to them. (Office Depot customer service over the phone has been known to be lacking). They ask me to send the paperwork and the phone back using the label in the original box. After making copies of all of the paperwork, I Fed-Ex and a few days later, I receive my phone.
Ah, the ordeal is over. Nope. 2 days ago, July 19, 2008, I put my phone on the charger at night. The next day, I check and the phone is not charged. I try different outlets and still the charger doesn't work. I call AT&T and after being on hold for 30 minutes, I get the EXACT same run around as before. I am told to go to an At&T store. I told this rep the last time I did this, I just wasted gas because they told me to call the warranty department. I am basically told I HAVE to go to an AT&T store. Fed up by this nonsense, I tell the rep that I work for a company that promotes their and their competitors product and I'll be sure to no longer promote theirs. I call Office Depot and they offer me a full refund. Interestingly enough, this morning when I got my phone off of the charger, my phone was charged. (I had someone else check it before I even tried calling anyone.)