AT&T Nightmare

To whom it may concern:

It is important that I outline to whoever receives this that I am an extremely disgruntled customer.  I will begin outlining the history of my extremely unhappy and discouraging “situation”. 

First of all let me say that I have been a loyal customer of yours for 15 plus years (approx.).  In August of last year I upgraded our Iphone3’s to Iphone4’s.   After that I discovered that I was unable to get reception at my home, and intermittently in other areas .  Beginning in February (maybe sooner) I began to make phone calls to the ATT Customer Service line.  On two occasions (note:  I didn’t write down the dates because I never, ever assumed it would not be taken care of) I was told that a new tower was going to be installed near my location and wait until the end of the month.  Some more time went by and of course it never happened.  Again, in April I believe I contacted ATT Customer Service about the same issue.  Right after that call a customer service survey request was messaged to me.  The survey I completed was derogatory and so I received a call from Victoria Gallaway.  She is an awesome representative!  She made me feel appreciated and comfortable in that the problems we had were going to be resolved.  She eventually processed an “Accelerated Warranty”.   Before sending out new phones she wanted to know what replacement phone we preferred from her list.  Options were given and my husband and I went to the ATT store and did our research.  Three new HTC One phones were delivered to our home.  She also made it clear that we would not need to return the IPhone4’s and that if I was charged, she would have my account credited.  Two of the Iphone’s were donated.

The new HTC One phones, they actually worked and we on our way to peaceful and happy customers.  Life continued and then the bomb hit, I was charged $630.00 from the warranty department for not returning the Iphones4’s. What? Okay, so  I contacted Victoria and she said she would take care of it.  Victoria let me know that she tried to credit my account but said she couldn’t do the credit and I would have to contact warranty myself. I contacted the department and a dispute was issued.  The warranty dispute was denied and my account was not credited.   I did contact warranty again and explained the situation!  The representative that I talked to then, Gloria I think, contacted Victoria via conference call to verify a verbal and written confirmation that the Iphones did not have to be returned.  An appeal was sent “to the top” the phone representative said to me (I felt good about that but I wasn’t sure “who” the top was).    Please note that I assumed the representatives weren’t using their real names so I didn’t keep note of it.  Also, assuming that all would be taken care of.  There was absolutely No word from warranty, no email, no phone call, no letter.  On or about the 25^th of June I  contacted warranty to ask what the outcome of the appeal was since there wasn’t ANY communication.  The representative that I received on the warranty customer service line was so rude and actually accused me of selling these Iphone4’s.  She said and I quote, “You sold defective phones?”   Wow, accused of stealing on top of being put through this enormously aggravating process.  This extremely rude person informed me that warranty didn’t approve the appeal for credit and I would have to send the phones back.   Can you even imagine how I felt?  What would you feel like after all this and then be accused of stealing!!!!!  She didn’t transfer me either so I had to contact the ATT Customer Service line, wait on line for the next customer service representative, explain the ENTIRE life of this whole thing again!!!!! That person was nice and sent me three labels on 7/9/2014.  I mailed all three of the Iphone4’s back to warranty and they were received on 7/21/14. 

This all brings me to today.  My phone service was suspended.  I contacted the customer service line and I have to explain the ENTIRE life of this thing to this new representative, Paula.  She of course can’t turn my phones back on because she has to speak with the warranty department.  On hold…she tells me that we have to do a conference call with warranty….on hold….Danny gets on the line and he has to upload the entire account before he can talk about the “situation”.   What situation? I did what you asked and now there is a situation?  After an hour on the phone and several  minutes of this with Danny, he informs me the warranty department will have to refer this credit to Victoria Gallaway because she is the only person that can handle this type of situation.  What?  You have got to be kidding!  Again, how would you feel at this point?  I hope you are becoming as upset as I am!   Through Danny’s talking in some sort of code, which by that I mean I didn’t know at all what he was saying because I think he is as confused as I am.    What I did gather from his gibberish is that warranty was expecting the HTC One phones to be returned and since they received IPhone4’s the credit could not be done.  He would have to email Victoria and it would take up to 48 hours.  The suspension was lifted but now, laying on my chest is the unknown.  What the heck is going on?  What is the situation and what did I do or not do?  Really, I am beyond figuring it out and am in tears at this point.  I have a family, a full time job and this has brought me over the top. My head hurts, my chest hurts and I have NO faith what so ever that ATT knows me or what is going on with my account.  

After taking a breath I realize that this entire six month ordeal has revealed that ATT is not at all connected to ATT warranty and that the hand doesn’t know what the foot is doing.  For some reason the warranty department got the wires crossed and thought HTC One phones were to be returned??  It was always surprising to me that I was charged such a large sum for the Phone4’s for which you charged me .99 for when I upgraded!!!!   Victoria is an awesome Analyst and it pains me that she would once again have to visit this “situation” , as it keeps being referred as, so that I can become, once again, a satisfied customer.

I have emails from Victoria.  I can produce my emails and go back in my phone records to find when I contacted ATT customer service and ATT warranty if need be but you have all that, right?

What now?

REFERENCES:

Hi Victoria,

We have received the new HTC phones.  My husband and I are having a hard time relating to these and find that they are harder to navigate.  In addition I am missing several text messages from my contacts, most likely because they have IPhones.  I am not really satisfied and wanted to know if there was any other way I could have my problems of reception resolved without having an Android?  I don’t want to have to bite the bullet and upgrade, the only options are IPhone5’s and they are $250.  Oh my gosh this is hard for us and I am sure for you.  Generally, I am not this particular. 

We also received messages that we have to send back the Iphone4’s.  The only one I can’t find is my son’s.  I thought we didn’t have to send these back.  Can you let me know, I was hoping to donate these to our church or those in need.

I appreciate your help.

Sandy Miller

Email 8/18/2014:

No problem, I am sorry this has turned into such an ordeal. I hope you have a wonderful day!!

Tory Galloway

Team Manager, Bothell

Advanced Support Chat

AT&T Mobility Services

Rethink Possible^SM

425-288-2088

From: Sandy Miller
Sent: Monday, August 18, 2014 2:23 PM
To: GALLOWAY, VICTORIA L
Subject: RE: Hi

Thank you Victoria!

From: GALLOWAY, VICTORIA L [mailto:VG269H@att.com]
Sent: Monday, August 18, 2014 2:13 PM
To: Sandy Miller
Subject: RE: Hi

So, I put a credit on the account for 630.00 which built a case. Once the case is resolved we can go from there. Sorry about the inconvenience

Victoria,

Apparently warranty has put this back in your hands.  I did everything I was supposed to and returned the old IPhone4’s but didn’t receive the credit.  When I called a few weeks ago a representative from warranty told me the credit would show on my next bill.  Nope, so I called and talked to “Danny”.  “Danny” from warranty was talking in riddles but I deduced that they expected the HTC One’s back?    Anyway, “Danny” told me that you would be contacting me.  I asked why but he didn’t answer.  Sorry, and thank you!  Again! 

8/28/2014 - My phones were shut off!  I called again and was told they didnt receive the phones. I have a receipt from USPS that the package was received but they can't seem to find the phones.  The representative (Gloria) told me they were to receive HTCOne's when in fact it was the Iphone4's.  A "David Garcia" was going to go to the warehouse and research where the phones went.  I literally can not believe that I am at the mercy of this department that doesn't even know what they are supposed to receive and then receive them but don't scan them!!   Now, not to mention that it will take up to 24hrs and my phones have been shut down.

The horror continues!  Seven months I have been fighting this issue and it comes down to some dude in the warehouse department that didnt scan the phones and therefore appears that they weren't received.  Omgosh, what the heck and I suppose to do. My co-workers have been through this with me and can attest to the drama and the fact the phones were in the dam box.  Help