Contributor
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3 Messages
Received a refurbished phone as replacement & it doesn't work either
I am extremely frustrated!
After one month of waiting, due to local representative never filing a complaint, while paying AT&T for a new phone along with its non-existent service, I received a refurbished replacement phone from AT&T which has also stopped working!
I have now been paying a total of three months for not only a not working $800 plus dollar phone (payment plan) but for your service which I have been unable to use unless I use my Xfinity cable or other wifi..
Representatives at local AT&T store are useless, uninterested in helping customers who pay their salaries - your customers.
An example - My SIM card was removed today, under the pretense I was being given a new SIM card to test whether there are "antenna issues" on my iPhone. I was dismissed with the words to go to an Apple Store. I explained since the device was a refurbished device provided by AT&T, Apple would not assist - I know this from experience while painfully jumping through the hoops provided by your representatives with the first refurbished replacement AT&T device I received - Needless to say, my phone was returned to me with the replacement SIM card removed - and my original SIM card missing!
Now I can no longer even use wifi calling to make or receive calls.
I was told to go to Apple since it was clearly an issue with the device. When I explained the device was purchased at YOUR store, the device was a refurbished replacement received weeks ago, and I pay monthly insurance ... I was told there was nothing they could do.
When I asked to speak with a Manager... I was told to come back another time.
I am incredibly angry - have spent countless hours on the phone with customer service, in your stores, in Apple stores, and am now here looking for someone with AT&T to help with my issue.
After one month of waiting, due to local representative never filing a complaint, while paying AT&T for a new phone along with its non-existent service, I received a refurbished replacement phone from AT&T which has also stopped working!
I have now been paying a total of three months for not only a not working $800 plus dollar phone (payment plan) but for your service which I have been unable to use unless I use my Xfinity cable or other wifi..
Representatives at local AT&T store are useless, uninterested in helping customers who pay their salaries - your customers.
An example - My SIM card was removed today, under the pretense I was being given a new SIM card to test whether there are "antenna issues" on my iPhone. I was dismissed with the words to go to an Apple Store. I explained since the device was a refurbished device provided by AT&T, Apple would not assist - I know this from experience while painfully jumping through the hoops provided by your representatives with the first refurbished replacement AT&T device I received - Needless to say, my phone was returned to me with the replacement SIM card removed - and my original SIM card missing!
Now I can no longer even use wifi calling to make or receive calls.
I was told to go to Apple since it was clearly an issue with the device. When I explained the device was purchased at YOUR store, the device was a refurbished replacement received weeks ago, and I pay monthly insurance ... I was told there was nothing they could do.
When I asked to speak with a Manager... I was told to come back another time.
I am incredibly angry - have spent countless hours on the phone with customer service, in your stores, in Apple stores, and am now here looking for someone with AT&T to help with my issue.
David606
Employee
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3.5K Messages
7 years ago
Insurance and warranty do not provide brand new replacements. It's in the terms and conditions of the insurance policy and every manufacturer's warranty terms as well.
Apple phones are not handled by AT&T unless through insurance. From DAY ONE Apple provides the support. It's their phone, they manufactured it. AT&T cannot replace an iPhone for any reason except insurance, which is always going to be a certified device. If you got an insurance replacement then it has 365 days of warranty covered by the carrier.
Any replacement will be certified. There are no new warranty repalcements.
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DISSATISFIED-01
Contributor
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3 Messages
7 years ago
Response from local AT&T has pretty much been what you wrote. I understand Asurion is the culprit who provided a refurbished phone that neither AT&T nor Apple will take back..
I simply want a phone that works and the people who work for the company that sold me two broken phones to help me obtain a phone that works...
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Anonymous
New Member
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25.7K Messages
7 years ago
Have you contacted assurion? Considering the phones came from them. You make no mention you reached out to them
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