I've been a customer with AT&T Wireless for about 4 years. Less than 1 year ago I updated my phone to a Blackberry Pearl. Last week I went to plug-in my blackberry and the phone jack in the phone became unattached and pushed into my phone. I called customer service to report my problem and was told that my warrenty was void because I did physical damage to my phone. After speaking with customer service for over an hour, and 4 different reps, I was assured that under no circumstances would I be given a replacement phone, but they would grant me an exceptional upgrade. This upgrade was suppose to cost me $75 for a new phone, and the cs rep assured me that all the information would be noted under my account, I was just to go to my local store and purchase the phone for $75, instead of the $300 they initally said that it would cost me.
After arriving at the store and informing the sales rep about my situation, he informed me that there was no information noted on my account, except from the warrenty department, stating that I was informed that my warrenty was void. I again informed the manager about what I was told, she informed me that an exceptional upgrade was not what I was explaining and the only thing she could do was to take $75 off the regular price of the phone. I left the store.
Again, I called customer service. This time another manager was absolutely rude and said he was sorry for the mistake but could not do anything. After another 45 min he informed me that he would charge me 125 for the phone and it would be sent to me within 7 to 10 days. I did not accept his offer. Why should I pay another $50 for the phone because they can't train their cs reps, or provide any positive quality of customer service after one of their reps messed up?
Since then, I have been without a phone and very seriously considering cancelling my contract early, but this would also cost me $175 because my contract is not up for another 14 months.
If anyone is reading this who has any power in AT&T wireless world, please do something about your customer service.
I have worked in customer service for 15 years. I realize that you can't always please everyone, but I am not being unreasonable in any way. I have never felt the need to write a complaint about any company before, but I feel this service needs to be corrected.
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