07-03-2012 02:17:11 PM
Earlier today I was having trouble with a recently purchased iphone, which was a replacement for an iphone that had been stolen from me the week before, so naturally i was a bit frustrated that i had to be making a call about it in the first place. When i purchased this replacement iphone, i also purchased the ATT insurance, which (as the store rep i dealt with that day told me) would allow me to get a replacement phone if ANYTHING went wrong with this one.
When i called the Perry Hall, MD store in reference to getting yet another replacement iphone, i was told that i had to go through Apple, even though I thought this was strange because my insurance was through ATT. Using my common sense, i called Apple to make sure that this information was correct. The Genius informed me that i could bring my phone in and he could look at it, but if it needed to be replaced and i went through them i would have to pay for it, and since my insurance was through ATT, it would make more sense to go through them. He also made it a point to add that he wasnt really sure why this store rep had provided me with this information.
Again, I gave another call to the Perry Hall, MD store and this time a rep named Bryan picked up. I explained to him everything that had just transpired, and it appeared that he did not want to hear any of it. He basically told me that there was nothing ATT could do and that I had to go through Apple, very rudely and abruptly, i might add. Just as i was about to ask him why i was paying ATT an extra $10 a month if they couldnt do anything about it, i heard the phone slam down and the line go dead. This, of course, sent me fuming. After giving myself a few minutes to cool down after being treated so inappropriately, i called the same store back and asked to speak to a manager. Of course, the manager was Bryan. And of course, he claimed that the line had gone dead, and denied being rude at all. When i asked if there was someone higher up i could speak with, i was told (rudely again) that customer service was the only other option besides what he had already told me regarding getting my phone replaced.
I did call customer service, and i did complain, but it was not acknowledged. Id like to know if there is a local or regional manager, or number, or anywhere besides customer service that i can contact in order to make someone aware of this. If the manager of the store acts in this manor, i cant imagine this store being in business much longer. This is also the first unpleasant issue that i have had with ATT in many years of being a customer, and I am definitely not pleased. Please let me know who to contact.
07-03-2012 06:24:46 PM
Go into the store and ask for the manager. If that does not work, go to another store and ask for their manager who should be able to help you ID the regional manager.
For service or support questions including existing order status, call:
Customer Support: 1-800-331-0500
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