iPhones, iPods, & iPads forum


The Worst Customer service of my life, I will never come bac

Customer Experience with AT&T

1. I pre-ordered this Iphone 4S. Got it delivered around the 16th Oct and I activated the phone on the 18th Oct 2011.

Right from the first week, I had equipment issues. When I tried to take
phone calls through my car stereo the person at the other end would
always complain about the echo. After a certain volume level the voice would just crack up and I will hear a loud annoying jarring sound.

I called the reps and they told me to visit the AT&T Store. After a
few days I again called them on a different issue. This time it was my
internet connection that was dropping frequently. They told me that it
might be the place from where I am trying to access the network. They
said they are going to refresh the network. I asked them that I don't
want to call each time I had a connection failure to call up and get the
network refreshed.

4. That was still not a deal breaker for me. it was happening inconsistently.

The real pain started last week on friday 04, 2011 when all of a sudden
my phone stopped working at all. It wasn't able to even make any phone
calls.This was happening when I was making my move to my new home in
seattle and my phone was the only source of internet since the home
internet took a while to be installed.I almost missed my comcast guy when he was not able to call my cell phone on sunday.

The customer care told me to visit the store for the faulty equipment.
The store people gave me a new SIM and that did not work as well. That
same SIM was working in another phone. So instead of replacing the
device they sent me to Apple. The apple people were ready to replace the
equipment with an open box item which I was not ready to do so.I
call the customer care and ask them to cancel my service. After waiting
for a long time on the phone I cut the call since I had other business
to take care of that evening.

7. The next day I again call the
customer care and asked for a cancellation of the service. After a long
discussion I was transferred to that department. They asked me what will
make me not cancel my service, my answer was simple, I want an
immediate replacement.

8. After much convincing I agreed to stay
with AT&T. They gave me three AT&T store addresses and said go
to one of the stores and you will get your device.The same evening I visit one store and call the other two. None of them have the equipment replacement.This is extremely annoying. Another evening of mine wasted. This happened on 11/08/2011.

I again call them on the 11/09/2011 and after explaning everything to
what happened they tell me I am out of my remorse period and they cannot
make a cancellation. And I have two options either I pay the early
termination fees or get the open box phone from Apple. I am extremely
annoyed and had a heated discussion with the person on the phone.

He agreed to waive the early termination fees but told me that he
cannot make the cancellation online and I will have to go to the store.
The store people can override this and get this cancelled.They tell me I can visit any of the three stores that they gave me earlier. So I drive 20 miles to kirkland to this store.Brittany
at this store tells me that this is not a corporate store and she
cannot do an exchange/cancellation and for some reasons her store shows
up as a corporate store on their official website.Well I told
her that is not my fault, your Customer care gave me this address. She
calls the support from her location, nothing happens.

11. She
apologises and asks me to visit the corporate store at woodinville which
was another 10 miles from there. I come to this store and explain them
again all what has been happening to me.

12. They tell me the same thing. They cannot do a cancellation since I was out of my remorse period.The
iPhone 4s was launched on the 14th Oct 2011, I get the device on 16th
and I activated the device on the 18th Oct 2011 and just because I
preordered the device on 08th Oct 2011, my remorse period starts from
that date. That is absoultely stupid. Poor judgement by the customer
care and the people at the store.And for the fact that I was
ready to cancel my service even before the said remorse period
expiration date, but they made me run to these stores and wasted my
time.The store rep at woodinville tells me he cannot do anything
about it and I will have to call the customer care to get this
resolved. What a mess, the customer care is asking me to visit the
store.He calls up his manager. After a long wait they agree to
waive the early termination fee but they will still charge the
restocking fee.I was not ready to pay the restocking fee, why
should I pay when its not my fault? They were even charging me for the
period in which I had no service and were not ready to take this off
from my account.Finally I wanted to get rid of these people,
paid the restocking fee, returned the equipment and was told that for
the cancellation of the AT&T account the manager will email me the
next day.The next day(11/10/2011) is already over and I am yet to receive any communication from them.

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Some due diligence on your end is required

In reply to: The Worst Customer service of my life, I will never come bac

It's *always* prudent to have a backup plan until the final product is in place. Basically, this means you have a backup phone until your more reliable broadband connection is in place. Prepaid phone if necessary, they are quite cheap these days. Been there, done that. Learn how to war drive if you don't have plan B and need internet.
Regarding #2, that has to do with your car stereo/blue tooth and not the iPhone.
Concerning #6, you sort of wasted time since you should have known to finish the call since you were so close to the end of the trial period. Always expect the unexpected.
Sorry they gave you the runaround on which stores were corp stores, but you should have called them to verify since it's common knowledge that many places sell ATT products.
The crazy thing is, I helped a friend out the previous weekend with a similar 'ATT story from hell', and Business Care (along with a local Apple store) completely took care of her mess. Credited her account $100 too for the inconvenience. YMMV, I guess.

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Thread closed

In reply to: The Worst Customer service of my life, I will never come bac

Since this thread is nothing but a rant by the OP, no need for any further discussion.

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