AT&T

We have been with AT&T since I got my first cell phone on my 16 birthday. My 28 birthday is approaching now. Loyalty means nothing to these people. Since we switched to smartphones in Nov 2013, we have had problems. I have gone to this store several times – they have given me a new sim card, wiped my data and reset the phone, had the company send me new parts, etc. All of these temp solutions put my phone past the time when I could trade in for warranty upgrade. When I went back, still with problems, Lincon told me my warranty was up and I needed to buy a new phone. I haven’t even finished paying off the current phone with manufacturing problems yet and he is trying to get me to purchase a new phone. We ask about insurance options because he sold us insurance months ago and we have been paying 10 $ a month to cover my phone. He told us he wouldn’t even explore that option because it wouldn’t be worth it. but he was the one who sold us insurance months ago! If it is not worth it, why would he sell it to us?! We finally get a reasonable deductible and the insurance company sends us a new phone. This AT&T store says there hands are tied and they can not credit us for time we spent fixing the broken phone, money we paid on time every month for phones they provided that didn’t do simple things like send/​receive texts or make calls, or do anything for our inconvenience. The manager Mike told us, «we appreciate you paying us on time every month, but there is nothing we can do» Awesome. We pay you and you cannot provide us a working phone?! I said give me a phone that works or let me out of my contract. they cannot do that either. We go home and next day receive a phone. It doesn’t work. We go back to the Eddystone store and Lincon verifies, this is a malfunctioning phone that should not have been sent to us. So now I have sent back my initial phone with problems and the replacement phone they had insurance send to us doesn’t work, and we are still paying our monthly bill on time and their advice is to buy a brand new phone at full price and there is nothing they can do to help us. I was having a private conversation with my father about almost 2,000 bad reviews I read on Consumer Report website about AT&T and the manager Mike butts into my conversation hollering about how they have number one customer service and I am wrong – they don’t have one star reviews they are the best. I ask him why he can’t get me a phone that works then and he has no response. We call insurance from the store and they tell us to buy a phone and they will reimburse us. So we do and leave. The next day, AT&T calls us because of a customer satisfaction survey I filled out with honest answers about my bad experience. I told them about what happened, and how the insurance will reimburse that and they said that the insurance company does not reimburse and I need to go to the store and return my phone if I want to get money back. I don’t have $ 680 to drop on a new phone so I go back to the store. At this point I am pissed off. My third time at this store in 3 days and now I have to return this phone, so I leave without one and I am still paying the bill even though I don’t have a phone and there is nothing the manager can do and so I am SOL. I start asking him questions and recording the answers because I want proof of what is said and what has been promised to me, because I have been told blatant lies before. The manager gets very aggressive, threatens to call the cops and kick me out of the store, personally sue me if I use the video in any way, and storms to the back without helping me. Another customer sees I am upset and asks whats wrong and the manager interrupts him and says he can not talk to me or we will both be kicked out of the store. The customer says «I just think I can help» and the manager says «We don’t do that here» and that is the ethics of this store – they do not help. They will take your money and lie to your face but when it comes time to do the right thing they shrug and say there is nothing they can do. The customer worked in phones and wanted to help me. I had to wait outside in 20 degree weather to talk to him while the manager gave me the stink eye from inside. I have never been so disrespected or mistreated by a store manager in all of my life. I have never received such terrible service or lack of assistance from any company or store in my entire life. I created a Unilocal to warn people about my experience and this terrible manager and the staff that wastes your time and does nothing to help solve problems or resolve issues. They are absolutely working against me and not with me and every moment in this store has been an absolute nightmare. I cannot believe after this treatment that I have spent so many years being loyal to AT&T. The company, and particularly this store are at best a joke and at worst law breaking criminals who should be locked up for their lies, deceit, and breech of contract.