I am writing this to express the disappointment I had with my latest business with AT&T.
I preordered Samsung Galaxy S4 on Apr 24 2013 at AT&T store (1241 NE 48th Ave, Hillsboro OR). I got the phone after 3-4 days on 28th Apr.
There was a minor defect on phone (a black spot near Home button) and I just don’t want a brand new device with a single defect from ATT So I planned to exchange it (if I can at no additional cost)!
I called AT&T customer care and explained them entire situation. After talking for about 1 and a half hour she finally agreed and asked me to send the phone back to ATT for the exchange. She also sent me the confirmation “exchange” email. I also asked if there is any other fee or any other charges. She said since you are returning this phone within 14days and the phone is defective there would not be any extra fee or charges. She also promised that the brand new phone will be shipped back to me as soon as possible (within two days of receiving defective phone). She also gave me $20 and $30 credit on my account for this inconvenience and wasting one and a half hour talking to them.
I wanted to use this line while the device was in exchange process so I got new SIM from same ATT store and then I sent the device back on Apr 30th.
The return service was very slow and after around 14-15days the parcel reached ATT return services.
On May 14th, my line was cancelled suddenly without any notice or without any request from my side. How can ATT cancel the line without any possible reason while I was using the line with other device? On top of it ATT also charged a restocking fee ($35) in spite of manager confirming me that there will not be any fee for defective devices.
I called ATT and explained them entire situation but they could not do anything and were totally unresponsive. They finally asked me to purchase another phone since there is no other option. Again I spent 1-2 hours talking to ATT customer services. She gave me $50 credit on my account because of $35 false charge.
The next day I went to ATT store and got another phone (they left me with no choice :( ). I was expecting them to atleast give me the same number as I was now using this number for 20days and my entire circle now has this number. ATT again disappointed me saying I cannot have the same number as once the line is cancelled, the number goes to limbo. I was helpless as I cannot be without phone so I asked them to give new number and I ordered another phone.
Now, the thing doesn’t end here. When I got the bill for the previous line, I was charged $325 extra as early termination fee and I was completely shocked. I immediately called ATT to waive those charges and they are currently investigating this entire case before waiving them. Also since the bill was of $325, there were other charges of $15.58 (as Federal Universal Charges & Credits, which is usually $1-2) and now would like to waive those surcharges as well which are completely unfair
In short, the customer service sucks and was very unsatisfactory. I am very disappointed and frustrated with lot of inconvenience for around 3-4 weeks and still the case is not completely resolved.
I am not sure where to file a consumer complaint against ATT. I have already sent private message to ATTCustomer Care.