LOUSY Customer Service with iPhone and ATT

[ricster]

I had a lousy customer service experience with ATT and the iPhone. Since when do I have to pay a 10% restocking fee to get a replacement phone for a defective device.

I have owned the phone for less than a week!

Yeah I can send it back to Apple for repairs but I don't want what amounts to a refurbished phone. I bought and paid for a NEW working phone and I expect that they (ATT) should exchange it free of charge. There is no Apple store where I live so I can't exchange it with them. So far I have seen nothing but LOUSY customer service from both companies.

 

[Amblinman]

I don't understand - they want to charge you a 10% restocking fee for exchanging a defective device? That doesn't sound right at all. What was the defect?

 

[Sobe]

what exactly is the problem with your iPhone?

 

[ricster]

The phone has a bad headset speaker. Whenever someone calls me I can hear a loud vibration as they talk.

This is the first time I have been denied an exchange at a store. Why should I have to pay a restocking fee? I'm not asking for my money back. I just want an exchange for another iPhone that works... Is that too much to ask for? This is the ATT store in El Paso, TX.

 

[Vegeta-san]

The phone has a bad headset speaker. Whenever someone calls me I can hear a loud vibration as they talk.

This is the first time I have been denied an exchange at a store. Why should I have to pay a restocking fee? I'm not asking for my money back. I just want an exchange for another iPhone that works... Is that too much to ask for? This is the ATT store in El Paso, TX.

Dude, you don't need an Applestore in your local area to have Apple take care of you. My less than week old iPhone had a defective vibrating motor (could not vibrate). I called 1800-MY-IPHONE and talked to a nice lady who sent me a temporary replacement iPhone (for free) and is letting me send my iPhone back to Apple in a box for repairs. When they're done with it, they send it back and I give them back there temporary iPhone. only reason they are letting me have a free temporary iPhone is because, like you, my device came to me defective. It is quite simply not my fault and I shouldn't have to be iPhone-less during my repair time. **** AT&T dude, open your eyes to Applecare.

 

[ricster]

Dude, you don't need an Applestore in your local area to have Apple take care of you. My less than week old iPhone had a defective vibrating motor (could not vibrate). I called 1800-MY-IPHONE and talked to a nice lady who sent me a temporary replacement iPhone (for free) and is letting me send my iPhone back to Apple in a box for repairs. When they're done with it, they send it back and I give them back there temporary iPhone. only reason they are letting me have a free temporary iPhone is because, like you, my device came to me defective. It is quite simply not my fault and I shouldn't have to be iPhone-less during my repair time. **** AT&T dude, open your eyes to Applecare.

Why should anyone that bought a new product and is within the retailer's return and exchange time window, have to deal with the manufacturer in order to get a defective product repaired. I know that it is the consumer's choice and if I want an on the spot exchange of my defective product I should be able to do so with the retailer that sold me the product in the first place.

Second, I bought a new phone and as such I expect that the product that I receive in exchange for a defective product also be "new". We are both well within the return policies for both ATT and Apple. Why should I have to accept (as a consumer) what is basically a refurbished product? If I wanted a refurb I could have saved $100 and bought it directly from Apple... but I did not and neither did you.

 

[Sobe]

I bought a new phone and as such I expect that the product that I receive in exchange for a defective product also be "new".

They sold you a new iPhone.

If they fix the speaker and return it to you how is that any different from a new iPhone other than that your sensibilities were apparently offended?

 

[Vegeta-san]

They sold you a new iPhone.

If they fix the speaker and return it to you how is that any different from a new iPhone other than that your sensibilities were apparently offended?

That's my question indeed......Like "oh noes! they are gonna open my iPhone and fix the vibrating motor, therefore it won't be new anymore! oh noes!".

Some people definently have a entirely different way of thinking....

 

[ricster]

That's my question indeed......Like "oh noes! they are gonna open my iPhone and fix the vibrating motor, therefore it won't be new anymore! oh noes!".

Some people definently have a entirely different way of thinking....

OK... Can you tell me why ATT can't just exchange it for you on the spot? Can't ATT just handle the return with Apple themselves and leave the customer out of it?

Can't they do what Sears, Walmart, Sams, Costco, Verizon and most other reputable merchants and retailers do. They hadle items costing much more and also less than an iPhone. Its called Customer Service... If they can't match that level of customer service then why should I enter into a contract with them?

 

[ricster]

My question is this: Is it reasonable to expect that a merchant (ATT) take responsibility for the products that they sell, in their stores, and allow customers to exchange defective devices without charging them extra fees or asking them to take it up with the manufacturer themselves?

 

[Sobe]

My question is this: Is it reasonable to expect that a merchant (ATT) take responsibility for the products that they sell, in their stores, and allow customers to exchange defective devices without charging them extra fees or asking them to take it up with the manufacturer themselves?

Is it reasonable? Sure it's not an absurd request, but it's not their business model.

What does your receipt say? What is AT&T's return policy on iPhones?

 

[MisterMe]

... I bought and paid for a NEW working phone and I expect that they (ATT) should exchange it free of charge. ...

When you bought your iPhone, AT&T told you that you would have to return it to Apple if it needed repairs. It needs repairs. Return it to Apple. Did you think they were kidding?

 

[ricster]

When you bought your iPhone, AT&T told you that you would have to return it to Apple if it needed repairs. It needs repairs. Return it to Apple. Did you think they were kidding?

No one told me when I bought it that I would have to return it to Apple if I got a defective product when I bought the iPhone.

I would think they were kidding however if they made it a policy to tell their customers that they are on their own once they buy products from them. Why don't they just post a big sign that says "AS IS" and "ALL SALES ARE FINAL" on their window.

Look if I was over the 14 day return policy then yes I can understand. If I was asking for my money back, again I would understand why. I just want an exchange for a product that they sell and that they have in stock in their stock room just a few feet away.

It's cheaper for them to put the responsibility on the customer to handle returns and exchanges with their manufacturers instead of them. If this is how they want to do business and your OK with it then fine. But I'm not... for me its a sign of how they value reducing costs over providing good customer service.

 

[Navintar]

I don't think you should have to pay the restocking fee for a defective product either. The annoying thing is that you just can't do it with AT&T. To my understanding AT&T will not take responsibility to decide what product is defect, since they officially do not give support to any of the hardware issue.

I'd suggest calling Apple care and explain your situation to Apple. They seem to listen and make sure that you're satisfied with a resolution. In any case, you could buy a refurbished one from apple website after paying the fee. This would leave you with about $50 back and a working iPhone.

 

[Amblinman]

So you're complaining that you shouldn't have to contact Apple, that AT&T should deal with the issue?

Oh c'mon. I think you've made the decision to be upset and that's that.

Also, asking for the 10% restocking fee on an exchange just doesn't sound right to me. I'm betting there is more to this story than we're being told.

 

[ricster]

So you're complaining that you shouldn't have to contact Apple, that AT&T should deal with the issue?

Oh c'mon. I think you've made the decision to be upset and that's that.

Also, asking for the 10% restocking fee on an exchange just doesn't sound right to me. I'm betting there is more to this story than we're being told.

There is nothing more to it than what I've told you. If there was an Apple store here I would have purchased it there and could have exchanged it with no problems from what I gather. They did not even look at the phone which was in the box, by the way, when they told me to go deal with the manufacturer.

I did not think that ATT was going to brush off their customers the minute you hand them your money.

I don't think you should have to pay the restocking fee for a defective product either. The annoying thing is that you just can't do it with AT&T. To my understanding AT&T will not take responsibility to decide what product is defect, since they officially do not give support to any of the hardware issue.

I'd suggest calling Apple care and explain your situation to Apple. They seem to listen and make sure that you're satisfied with a resolution. In any case, you could buy a refurbished one from apple website after paying the fee. This would leave you with about $50 back and a working iPhone.

This may be the way to go. But I don't want ATT service anymore. This whole thing has left me with a very bad impression of ATT.

 

[aristobrat]

Has anyone actually gotten a refurb back as a replacement yet?

 

[Wyvernspirit]

I believe Apple has told ATT not to work with the iPhone. They are not allowed to fix the phones themselves, and require you to go to apple. This is because apple wants to be the company you deal with and control the experience. Unfortunately you will get situations such as this that makes the experience bad.

 

[erandall38]

If it has only been a week, then Apple should consider it DOA and replace it for free. But to do that you have to return it to where you got it. If that is Apple store 5th avenue then you have to return it there for a new one, even if you live across the street from Apple store costa mesa in california.

If you bought online then you ship it back, and they will send you a new one.

I have heard lots of bad problems with ATT and iPhones because the whole commission deal.