upgrade eligibility reversal

[p_noy]

I just have share with you  my very frustrating and disappointing experience with AT&T customer service. It all
started with an upgrade that I made at my local Walmart. Did an upgrade last July 5,2012 then found the
new cell phone disappointing, ended up returning it less than a week later. Walmart wireless representative
took back the device and made all the necessary steps and called in the return to AT&T. The whole process
took around 45 minutes. Got my money back and I thought that was it. Couple of weeks later checked my
upgrade eligibility online and found out that it was not reversed back to the original date. I called AT&T
customer service and explained the whole thing, i was told there is nothing they can do about it, so i asked to
talked to her supervisor. It was a certain Jason V., I spoke with and explained the whole story again, again
same answer, i have to go back to my local Walmart and have them do the whole process again!
Then I decided to call the upgrade customer service, and same thing again.

That same day I drove to same local Walmart, and explained the same story to the wireless sales
representative. He did the process and told me, he would call me back if there was any problem. Did not
hear anything from him for couple a days and I assumed everything was fixed. When i checked online, guess
what? Same result.

Yesterday, I decided to call Walmart and was asked to come in. This morning I went to Walmart and talked
to same nice wireless person. He told me that he called AT&T reversal number and left all the info. Did not
hear anything back from AT&T, he assumed things were good.

I decided to call AT&T upgrade customer service right there,and explained to AT&T customer representative
the whole story again! Then I told him that I have the Walmart wireless person in front of me, they spoke and
all was fixed!

All that aggravation,frustration, wasted gas and time could have been avoided if any of the AT&T customer service representative have the slightest clue to make that phone call to my local Walmart and confirmed my i
information, instead of making me drive a couple times!

After this experience, being with AT&T for a long time, I am considering of changing my wireless service to a different company!

[renewedpurpose]

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p_noy wrote:

I just have share with you  my very frustrating and disappointing experience with AT&T customer service. It all
started with an upgrade that I made at my local Walmart. Did an upgrade last July 5,2012 then found the
new cell phone disappointing, ended up returning it less than a week later. Walmart wireless representative
took back the device and made all the necessary steps and called in the return to AT&T. The whole process
took around 45 minutes. Got my money back and I thought that was it. Couple of weeks later checked my
upgrade eligibility online and found out that it was not reversed back to the original date. I called AT&T
customer service and explained the whole thing, i was told there is nothing they can do about it, so i asked to
talked to her supervisor. It was a certain Jason V., I spoke with and explained the whole story again, again
same answer, i have to go back to my local Walmart and have them do the whole process again!
Then I decided to call the upgrade customer service, and same thing again.

That same day I drove to same local Walmart, and explained the same story to the wireless sales
representative. He did the process and told me, he would call me back if there was any problem. Did not
hear anything from him for couple a days and I assumed everything was fixed. When i checked online, guess
what? Same result.

Yesterday, I decided to call Walmart and was asked to come in. This morning I went to Walmart and talked
to same nice wireless person. He told me that he called AT&T reversal number and left all the info. Did not
hear anything back from AT&T, he assumed things were good.

I decided to call AT&T upgrade customer service right there,and explained to AT&T customer representative
the whole story again! Then I told him that I have the Walmart wireless person in front of me, they spoke and
all was fixed!

All that aggravation,frustration, wasted gas and time could have been avoided if any of the AT&T customer service representative have the slightest clue to make that phone call to my local Walmart and confirmed my i
information, instead of making me drive a couple times!

After this experience, being with AT&T for a long time, I am considering of changing my wireless service to a different company!

---

I am very sorry you had this bad experience. Walmart uses their own custom software program for handling upgrades. Unfortunately, when customers return the equipment they can't process the actual "reversal" at store level. Walmart has a voicemail line they call to submit the upgrade reversal requests. Because Walmart just leaves the reversals on a voicemail system there is no verification that the upgrade reversal is actually taking place. If the associate doesn't speak clearly the person listening to the voicemail may not be able to hear and understand the phone number or other account information and thus the upgrade reversal is never completed.