What would you do in this situation? CS issue.

[de312]

Hey guys,

I'm posting here just because I'm really confused about this entire situation, it has been such a long hassle and it driving me crazy, I'm looking for some sanity so let me get your opinions!

To make this easy to follow I'll make a chronological list of events.

1. iPhone 4S ordered by calling 611 on 4/16
2. iPhone 4S received is having major technicial issues, take it to ATT corporate store on 5/15.  Just within the return period for phones.  ATT corporate store does an exchange for a brand new iPhone 4S.
3. Later that day after using the new iPhone I notice that the microphone is not working.  I take it to Apple and they recommend I go back to ATT and see if they will exchange it as I would be receiving a reconditioned iPhone if I did a warranty exchange at Apple
4. Go back to the ATT corporate store, they refuse to exchange or return the new (broken) iPhone because it was a "one time exception" the first time.
5. Call 611, speak to a rep who agrees to send me a shipping label to return the damaged iPhone so they can replace it with a new one.
6. 5/17 I received the label, and ship out the iPhone 4S
7. 5/31 ATT receives the damaged phone. (as per the tracking code on the return label)
8. After calling multiple times nobody seems to be able to locate the phone, spoke with many rep's and supervisors.  Am told to wait as sometimes it takes 30 days for returns to process.  After shipping the iPhone I probably spent a total of 8 hours on the phone trying to sort this out.
9. 6/20 Finally get a call back that they located the iPhone I shipped back.

So at this point as of 6/20 the floor supervisor has told me:

• He cannot send me a replacement iPhone 4S
• He cannot reverse my upgrade
• He cannot send me back the broken phone I shipped (so I could bite the bullet and go to Apple for a warranty)

All ATT is willing to do is ship me another phone, any phone besides an iPhone. 

So I am honestly lost at this point, they told me to ship back the phone so they could replace it since it was defective.  Now a month later because of how long it took them to process the return they are telling me that they cant do anything they assured me they previously could because it is now past the 30 day return/exchange period.

What would you guys do, any thoughts on this one?

[ujmnz]

That's a horrible situation to be in. The 2nd phone you received should have gone through warranty replacement through apple, as the 30 days buyer's remorse period had passed I believe. The 30 days for online and phone orders begins from the day the phone was shipped. Regardless of date, you were told and sent out a shipping label. That should be proof enough for you to get the iphone. 

If I were in your shoes, I would escalate further to speak with a manager who isn't afraid to ask for an iphone exception, or an easier solution if you have received the refund for the phone itself, is to try to find a manager who is willing to do the upgrade reversal. It's much easier for a manager to do an upgrade reversal than do the iphone exception order. The proof that you had returned your phone would have been more than enough for my former manager to do the reversal for you. 

[de312]

Thanks for your ideas. The manager on the phone told me since its past 30 days an upgrade reversal is impossible in their system. Is there truth to that or it could be escalated further?

[wingrider01 ACE - Expert]

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de312 wrote:
Thanks for your ideas. The manager on the phone told me since its past 30 days an upgrade reversal is impossible in their system. Is there truth to that or it could be escalated further?

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30 days has been there for years, you can try to escalate it but suspect you might not get very far but it is always worth trying

[ujmnz]

The upgrade reversal is there for them to allow an upgrade when there has been an error. Yes, you are passed 30 days, but you were instructed to return phone and you did. You are out of a phone and an upgrade because of that rep that sent the label. That's reason enough for the reversal in my opinion.

[wingrider01 ACE - Expert]

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de312 wrote:
Thanks for your ideas. The manager on the phone told me since its past 30 days an upgrade reversal is impossible in their system. Is there truth to that or it could be escalated further?

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PM jamileh and supply as much information as possible, she is att and if anyone can help she can, or at least she can get it to the right people

[jamileh]

Wow. That is quite a quandry. 

I got your PM (thanks wingrider ) & responded. Let's see how we can fix this. 

[de312]

Thanks everyone for the support thus far.  Returning some of my faith in AT&T and it's diligent employees!  I will update this post with what we figure out so it will hopefully help someone else in the future!

[jamileh]

I replied to your PM this morning and got your issue over to my team. 

They will be in contact soon (around the availability you specified) to help sort through this.

Thanks for your patience.

[de312]

Thank you very much for your help Jamileh.  For those wondering she had someone contact me after they took a look at my account.  They were very prompt and curtious, I received a call today and expected to wait on hold for hours while everything was sorted (as I had to do with the previous reps). but I was basically called and told everything was fixed, the 199$+tax should be refunded and the upgrade reversed.

Thank you for restoring my faith in ATT customer care!

[jamileh]

Thanks for updating the thread! I'm so glad we were able to work together to get this resolved for you.

*high five*