I have been a customer of cingularwireless a.K. A at&t for several years. I recently upgraded my cellular account and purchased two new phones under the family plan. When i upgraded, i selected the two year agreement to get the lowest price advertised for the cell phones. Since i had been a member for years, i had no problem with that. Both cell phones were ordered at the same time and under the same account. One phone arrived at my home 8 days after we purchased the phones. I contacted the company to find out why i only received one phone and they stated i had a password on the account. I then asked why they would ship one phone and then not the other. I also asked why send one phone and not the other if there is a password on the account? They had no answer. About 7 days after that phone call to cingular was when the 2nd phone arrived. After having our phones for about 2 weeks we decided they were not working properly (reception problems) and we wanted another type of phone. I went to the hamilton mall (mays landing, nj) and asked the representative, george, if i could exchange the phones in the store though purchased online (they have a 30 exchange or refund policy), he stated yes. I explained to him what happended with the arrival of the phones and he said no problem, he understood and stated their is a risk of not getting the phones on time when ordering online. The next day i came into the store with my phones and spoke with a representative by the name of marco. He informed me that he could not exchange my phones because i was beyond the 30 days (according to my receipt). According to marco, the 30 days begins the day you order the phones, not the day you receive the phones. He attempted to point out that this information is on the reciept. I told marco that one would not know until the phones were recieved and the receipt was recieved. I also explained to marco what happpend and how we did not recieve the phones until 2-3 weeks after ordering. He said it did not matter. He then contacted the store manager, jason, by telephone. After he discussed the matter with jason, marco, stated he would exchange the phones. He brought out the new phones from the back of the store and later found that he could not help us. He then stated that it was our fault because according to "the computer" we did not return the phones in time. He continued to defend his company and stated that the computer would not lie. We asked him why the computer print out received in the shipment with the phones stated two different purchase dates though we purchased both phones on the same day and same time. He had no answer and stated we had to go back to speak with customr service. After contacting customer service, they stated it was nothing they could do. The customer service representative was rude and not willing to assist us. Now, i am locked into a two year agreement with two phones that we do not want. This experience is unbelievable. With the competition of cellular businesses, you would think that cingular a.K. A at&t would provide better customer service. Help if you can!
0 comments