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AT&T >How To Inconveniance Your Customers Into Buying a New Phone.

Today,  I  was in the middle of a call on my cell phone when suddenly I couldn't hear the person I was talking to. 
The phone still showed having an active line, however, I couldn't hear the other person and now I wondered if he was hearing me...stating I could no longer hear him?  Eventually the party I was talking to hung up.   

At first, I thought maybe my cheek was too close and inadvertently  touched the mute window on my LG phone.  I checked the "mute" window,  then the "on hold" window, to see if any of these features somehow toggled on.  I toggled options on, toggled them off, back on again, off again but nothing I did seemed to bring back "sound".   I attempted to make a call just using the speaker but that too, didn't work.

We both dialed back on different occasions but no sound,  I couldn't even hear the phone ringing the number.
The person now called me back and left a message in my voicemail,........ if only I could hear it.  

Great, I just purchased my cell phone in June and already it's not working, in the middle of hectic business day.   

- - - - IF YOU ARE CONSIDERING MOVING YOUR SERVICE TO AT&T, TAKE THIS AS A WARNING - - - - -  

So, I drive back to the AT&T store where I purchased the phone, approx. two months ago, hoping it's just something silly, although I thoroughly checked through the options, I was still hoping it was due to some unintentional pressed option.   
 
The representative attempts to "reset" my phone (whatever that means).  After a few failed attempts, she informs me my LG phone (just a couple of months old) is somehow stuck on vibrate and she cannot resolve the issue.   Weird because I never use the "vibrate" option.

The good news is that the cell phone is still under warranty.  

So you think hearing this is good news.  You think okay, so it's a pain in the neck my new phone is already broken and I had to drive to their store but now they will resolve the issue, get me another phone and I'll be on my merry way....... right?   

Wrong.  Very Wrong.
The AT&T representative  then shows me a form and instructs me to drive to one of their other stores to repair the phone or get the replacement.  
I have a choice to go to their West Palm Beach or  Fort Lauderdale store.   I happen to live smack in the middle of these two cities, however, they are not close, the distance to the other stores is 22 miles ONE way. 

AT&T thinks it's okay for their customer's to take the afternoon off of work, to drive a total of  45 miles to get their "warranty" phone.  

"REALLY?"   I reply back to her, " I already took off of work to come down to the ATT store and now I'm suppose to take off another two hours to drive to yet another AT&T store and wait on line and do this all over again?"  

The clerk replies "Or you can just buy another phone....."  How can these employee's say this line with a straight face? 

Sounds like a great ploy for a phone company to get their customers to buy another phone.  Either you interrupt your day and take off another two hours and drive a total of 45 miles or you buy a phone.

I only purchased the phone approx. two months ago, from the store I was standing in.  The same store.  The same store that happens to have the phone in stock to sell me but refuses to give it to me under my warranty.   

"So, what your saying is although my phone is completely covered under the warranty and you have the phone in stock right now, you refuse to give me the phone because you rather have me take off another 2 hours off of work to drive 45 miles to get the same phone in Fort Lauderdale?"  

She stated something to the effect "These phones at that store can only be purchased.  I don't make the rules". 

 Don't give the customer a phone from the stock in the 'phone store' they are standing in - no, because you can SUCKER PUNCH your own customer  by INCONVENIENCING HIM/HER TO THE POINT OF BUYING ANOTHER PHONE!  

THIS COMPANY SUCKS.    IF YOU ARE CONSIDERING MOVING YOUR SERVICE TO AT&T, TAKE THIS AS A WARNING. 


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If that wasn't bad enough, I go home and the ac is not working.   I'm sweating to death.  It's Florida, over 90 degrees outside.

Now, I can't leave because now there is a wicked thunderstorm outside.

Now, I'm Really Hot and stuck on vibration mode.    It may sound good on the surface, but trust me IT'S NOT! ! ! !!

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While I wait for this storm to pass,  I send AT&T an email about my experience their representative in the store, who confirmed
the phone was broke but under warranty.  I request they not send me driving 45 miles for my "warranty replacement phone". 

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Here is their reply: 
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NOTE: This is an automated reply from a system mailbox.  Please do not reply to this email. 

Thank you for contacting AT&T.

We appreciate your business and know that your time is valuable. An AT&T Online Specialist has been assigned to your case and will respond to your concern within 2 business days; however, our response may be sooner. We will do our best to exceed your expectations.

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 So I send them another message through their website. :

Original Message Follows: ------------------------

Your "automated" email makes no sense.  I specifically wrote to you stating your store representative stated IT WAS UNDER WARRANTY. 
The problem is taking 2.5 hours off of work to drive 22 miles each way (45 miles) to get my replacement phone.   
This is ridiculous to make a customer take off of work to travel such a distance for a phone. You should pay to overnight the phone to me.
 
 I then leave my cell phone number and name. 

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The next morning:   9.8.2011  8:49  Received another email from AT&T

Dear Ms. ===,

By their disclosure, I'm not allowed to share the email with anyone else so I'll RELAY the just of it. 
It states they are sorry for my "inconvenience" - what a joke. Now they want me to log into their website follow the steps to troubleshoot the problem with my cell phone.

THE PROBLEM IS THEIR EMAIL SERVICE IS COMPLETELY AUTOMATED AND I ALREADY WENT TO THEIR STORE AND WE KNOW WHAT THE PROBLEM IS AND THE PHONE HAS BEEN CONFIRMED BROKEN BY ONE OF THEIR REPS AND CONFIRMED AS UNDER WARRANTY.

They also state will take me to a feature so that I can exchange my phone by mail.   I'll just shut down my business for a few days.   

The end of the email is asking me to fill out their SURVEY.  on HOW TO IMPROVE their SERVICES!  They want FREE MARKETING FEEDBACK!
Hire me and I'll TELL YOU EVERYTHING THAT IS WRONG WITH YOUR LOUSY COMPANY! 

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                  #  % & #        ? ? ? 
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(   * __*  )     > That's my head, it just exploded.  

 
 

DreamWizard DreamWizard 41-45, F Sep 7, 2011

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