Dear AT&T,
I recently made a decision to upgrade 2 of my phones to the iphone 4, based partially on research, advertising, and that my daughter’s college primarily uses Apple products. After looking at my options via your website, I went to the closest store to me that carries your products, Radio Shack. This store did not happen to have white iphone 4s in stock, so I completed the transaction and was mailed 2 new white iphone 4 from (I assume) AT&T. Once activated through your 800 number, my daughter went through the process of synchronizing to itunes, switching over contacts and personalizing other phone features and soon noticed the volume down button was inoperable.
At this point I did what I think was appropriate and called my phone company that sent me the phones, namely AT&T.
I was told that I could just go down to any AT&T owned store and exchange the broken one for a new one. Since I knew Radio Shack was not AT&T owned and did not have my phone type in stock, I went to your Massapequa store. The clerk told me they only had iphone 4S in stock and called the next closest store inMerrickand was told they have the 4 in stock.
I proceed to drive 20 minutes now in the other direction and have to explain my dilemma for a 3rd time. The store manager, Chris, was very helpful and started the process of switching/activating the new phone. During this he asks for my original receipt of purchase, which I provided. He said he could not exchange a phone for me as his store sells them for a higher price than what I purchased it for. I asked why this should affect me being as I simply need one AT&T phone exchanged for a working one. He advised I could purchase another phone for $99 and then return my defective phone at Radio Shack.
I proceeded to call your 800 number and explained, again, my dilemma, I was told that my option was to indeed purchase a new phone. I explained that it should not matter where I purchased the phone as it was purchased new and at an AT&T sanctioned retailer, not a garage sale, and that as an AT&T customer I should not have to drive to multiple stores to straighten out an issue with a brand new product that arrived defective. I also asked why you could not just mail me another phone and once it arrived I would return/activate when it arrived. The answer given was to pay for a new phone or just work it out with Radio Shack. Just a side note, I cannot afford to just spend another $99 regardless if I will be credited or reimbursed. My income is not disposable to that degree, I would have not paid a bill this month to pay that.
If this is your normal process, I find it ridiculous to subject a customer to it. At this point, not only am I disgusted with Apple products in general, but with your company specifically. I have been a loyal customer for over 12 years, currently have 4 phone lines as well as 2 data plans, and all I wanted to do was upgrade 2 of those phones for my children. Instead, I received a defective item, had to drive close to 25 miles round trip, waste hours in 2 different stores and on hold, finally to be told I have to figure it out with another store on my own.
I have spoken with Radio Shack today, and they are going to find and obtain a new white iphone 4 for me. I am writing to express my frustration with your company and hope this incident will shed light on a problem that I feel needs to be resolved within your customer service procedures.
I await your reply.
Posted from Samsung GT-P1010
