Back in early August, I had to get a warranty replacement for my Galaxy S5. I received the replacement on a Saturday and sent back the defective the following Monday via US mail in my mailbox according to the instructions provided and with the packing slip, envelope and shipping label provided. In the middle of August I received an email saying that they haven't received the defective device yet and gave me a link to enter my tracking number. When I entered my tracking number, it said that there was no record of it. I then got a call on my home phone while I was at work directing me to call this 800 number. The 800 number was a recording where they asked for my number, the date I sent back the defective device and if I used the original shipping label provided. After that, I didn't hear anything else, so I thought it was resolved. This past Monday, I looked at my bill and saw that I'm being charged $585.00 because they never received the defective phone. So I went to my local AT&T store and the sales associate, she was the one who actually helped me get the warranty replacement, said, "I should've told you to take the defective device to the post office," and then got me on the line with customer care. I spent over an hour talking to a technical support rep, provided him with the tracking number, still no record of it, and all he did was blacklist the IMEI number of the defective device and said that a representative would get in touch with me on Tuesday. It is now Friday, and no bill credit, or a phone call from anyone. I haven't had a chance to call back because I work 12 hour days and don't have much free time after work. I feel that I shouldn't have to pay a cent because the replacement was lost/stolen in transit and that I did everything I was supposed to on my end. Other than a couple late bill payments, I have been a customer in good standing since the Cingular days. I hope that I hear back from someone and this gets resolved soon because my bill is due in a couple weeks and I will not pay it until this gets taken care of. If AT&T does not do anything or that they tell me that I'm responsible for the lost/stolen device then I'm gonna take my device and my number to another GSM carrier. If thats the case then AT&T will be the ones paying the ETF and the lost/stolen device. Also they better be more than willing to provide me with the unlock code.
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