In November I purchased a Motorola T720 phone from AT&T Wireless. The phone stopped working in March so I contacted the warranty department and they sent me a replacement phone. Last week (June) my phone stopped working AGAIN. I went to an AT&T wireless store, and they told me I had to call and speak to the warranty department. I called the warranty department and they said they would ship me a new phone within 24 hours. That was 1 week ago.
I called again today to check up on the replacement phone, and they told me it is on back order and they have no idea when I will receive the replacement. Meanwhile, I have been without a phone for 1 week, and I am still being billed for service. I asked if I could have a new phone in the mean time, and if they would offer me some type of credit or rebate so that I could purchase a new phone. The customer service rep named JASON, said no. He said "does your cable company offer you a discount on a TV? We are a business, and we can't give things away". I told him I did not like the way he was speaking to me, and that I wanted to be transferred to a supervisor. He said that there was no supervisor that I could speak with. I asked him to transfer me to someone else, and he asked why.
I told him I was not happy with the service he was providing me. He said he would transfer me to the resolutions department and but that he would be "briefing them " on my situation and they would not help me or do anything for me.
I was place on hold for 20 minutes, and finally connected to DONALD in the resolutions department. DONALD listened to my complaints, and then told me to either wait for my replacement phone, or go to and AT&T store and purchase a new phone. I asked if they would offer me an incentive or credit for my trouble, and to keep me as a customer, since I had so many problems, and since I just paid $300 seven months ago for a new phone, that keeps breaking. He said no.
He said that he is not in the business of giving money away, and that I had 26 phone to choose from at the time I bought the Motorola T720, and that I chose that phone, and that I basically needed to live with my decision. I asked him this " Donald, are you saying that there is NOTHING you can do for me? There is nothing you can do to help me?" His answer was this: He told me what to do, purchase a new phone, or wait for my replacement phone. That's it. I asked for a service credit of $37, for my trouble because one of my friends recently received a credit like that from AT&T because she had so many problems with her phone. Donald told me no. He said they do not give out credits like that.
What AT&T needs to understand, is that $37 may not be alot to them, but as a customer it would mean alot to me. It would make me feel like even though AT&T could not get me a replacement phone in a reasonable amount of time, and even though they could not offer me any solution to my problem with the Motorola phone I chose (even though I only chose it, on an AT&T sales person's recomendation) that by offering me a service credit, they would make me feel valued as a customer.
That I would feel like they were doing everything they could to keep me.
That did not happen. What I got instead was: undoubtedly the WORST customer service I have ever received. What I walked away with was a feeling that AT&T employs representatives that do their best to express that AT&T is in the business to make money, and they do not care who they offend while doing it. I learned that I am not a customer. A CUSTOMER is defined in the dictionary as: a person who purchases goods or services from another.
Instead, I am a subscriber: a person, that pays a monthly fee to be connected to a service. Anotherwords, it does not matter to AT&T if I actually have a phone that works, or if I am able to be connected to my service, it only matters that I am a subscriber and that I pay my monthly fee.
I would like AT&T to refund me the money for my Motorola T720, or to allow me to exchange the phone for another phone with the same value. I do not want to keep sending the phone back every 3 months, only to receive a replacement that is not a NEW phone, but a refurbished phone, that was once someone else's problem.
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