AT&T Wireless
Defective phone replacement required paying $100 again

I have had my cell phone for over a year and decided to upgrade.

I like most have a busy schedule and find that online shopping is the most convenient way for me to do business. I purchased a phone and when I received it it started immediately disconnecting calls, the phone would automatically shut off and just stopped turning on all together. Called the customer service department at AT&T. I was told that they could ship me a replacement phone but I would be charged another $100 (the cost of the original phone) and would be refunded after they received the defective phone??!!! What! I already paid for a phone and it doesn't work why do I have to dish out another $100?? I spoke with a less than helpful customer service representative at e-commerce (the department within AT&T that deals with these things) who told me I did have the option of going to any AT&T store to replace the phone if I didn't want to be recharged. I opted for the less expensive route but far more inconvenient option. The first store couldn't exchange my phone because they weren't a corporate store? No one told me there was a difference... I then went to a corporate store in Millbury MA where the girl couldn't have cared less. She told me they couldn't exchange the phone because the model I purchased wasn't sold in stores (she is incorrect.) They also wouldn't take my phone back because they can't do that? I called back to customer service and while the woman I spoke with was very nice the supervisors wouldn't budge on the charges to send me a replacement phone. Today I called another AT&T store to find out if they had the phone in stock they told me that model was defective and no longer being released??!! So I went to another AT&T store to see if they had it...they sell it but it wasn't in stock. They could only trade my phone for the same model (again never told to me) and if I wanted a different model phone I would be charged and then I would get a refund once my old phone was returned.

I just mailed the phone back and am waiting for a refund. I'm waiting until my contract is up and I'm switching back to Verizon Wireless where I was before.

I had left AT&T before for their horrible customer service but because my husband has been with them I went back to make things easier. Ya right! They are the worst company by far! Never again will I do any business with this company!

Company: AT&T Wireless
Country: USA

  <     >