User profile for user: Louis BTR
Louis BTR Author
User level: Level 1
0 points

AT&T return policy

I have to share my AT&T experience today. I walk into the local AT&T store. I state that I would like to purchase two 8 gig iphones. The guy at the store enthusiastically tells me he has 4 left. Great I would like 2. He tells me they are not suppose to sell two at a time but he will just ring up two separate tickets….whatever yada yada thanks… we finish the sale and I walk out of the store with two 8gig iphones twenty minutes tops, too easy right …… Now, driving home the sun was out life is great.. I get home and unbox the first phone and it is beautiful, set it in the charger, the wife is thrilled and we start to unbox the second phone. As I start to peel the protective film off of the second iphone we notice a crack… yes a crack in the glass that runs from the top of the iphone to the bottom in a moon shape. The box is in perfect condition no dents on the edges. So, I run immediately back to The AT&T store. The friendly staff had changed a bit upon my arrival back…..not as friendly…. I state my problem and the salesman says ahhhh let me get the manager. The assistant manager comes out, unboxes the iphone and is silent. She than informs me that she will return in a moment. So I think to myself that she is retrieving another 8 gig iphone and I would be on my way home to activate…… She returns and says that I need to return the iphone to Apple and gives me their 1800 number… At this point I ask to see the store manager and she informs me that she spoke to the district manager and this was the AT&T policy. So she lets me use their in store courtesy phone which has a broken phone cord so I have to hold the headset wire into the base of the land line so the apple rep can hear me. I am thinking to myself I have to sign a two year contract with you guys and this is the way you treat your customer. The apple rep says no problem return the iphone where it was purchased and get a new one. I hand the phone to the friendly manger and they talk for awhile. The AT&T manager would not budge on the issue. Finally, I say ok just give me my money back. She than tells me she can’t because the phone is damaged. The apple rep was great on the phone and had me take pics of the phone to send to him. He is forwarding the pics to the engineering dept. who may want to look into this situation. Apple apologized for the situation and will send me a new one in 2 to 4 weeks but I am shocked by AT&T what poor customer service. Here I am about to sign a two year contract after spending almost $1,300.00. Sorry the post is so long but it has to be said beware of AT&T stores. I told the AT&T manager that they should inform costumers that if the product is damaged out of the box they are out on their own and to call apple. If I would have had this info before the purchase I would have just dealt with apple from the start…. Way to go AT&T another satisfied customer….not!



Posted on Jul 5, 2007 6:30 PM

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12 replies
User profile for user: Ron Wasserman
Ron Wasserman
User level: Level 1
41 points

Jul 5, 2007 7:08 PM in response to Jim Wick

This is why I put everything on American Express. With a problem like this, I would document everything ATT did, wait until my next AMX statement and dispute payment on the defective iPhone. I've used this technique a few times and you'd be amazed at how you end up getting a real corporate decision maker to call you....and the problem is always resolved. Sometimes with a few extra perks thrown in.

BTW - Be sure to get ATT no return policy in writing which, I bet they don't have.
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User profile for user: ksteryous
ksteryous
User level: Level 1
31 points

Jul 5, 2007 7:13 PM in response to Louis BTR

I made sure to clarify the return policy with my local ATT store, and they were very clear that I could in fact return it to the local store...unopened box/full refund...opened box/10% restocking fee. Your's is slightly different in that it was a defective phone, but I can't imagine that they are not allowed to exchange it for a new phone...I would be quite upset also.

Kenton

PowerBook G4/iMac Intel Core Duo Mac OS X (10.4.10)
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User profile for user: Jim Wick
Jim Wick
User level: Level 3
725 points

Jul 5, 2007 7:18 PM in response to Ron Wasserman

You bring up a good point the receipt that they are using still probably has their return policy of 30 days. I think the other thing that can be done is to call the store up when the other manager is there. The one that was helpful. Good point about checking with the credit card company about their policy.

Apple is usually good in taking care of these kind of problems. Hopefully it can be resolved quickly
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User profile for user: kyel
kyel
User level: Level 1
25 points

Jul 6, 2007 4:31 PM in response to Louis BTR

I had a bad experience with the ATT store folks too. When I was in the store I asked the sales rep if I could open the box to an iPhone protective cover to check it out. She said no. I ended up buying the black cover. When I put it on, I didn't like the look of it as the black showed the dirt.

I returned to the store the same day and asked to exchange for the white. They told me that I had to pay a restocking fee of 10%. I paid the fee. Later I checked the receipt, nowhere did it say that there would be a restocking fee and I had 30-days for a refund or exchange.

So I called the store, they put me on hold twice. The third time I called I asked for a manager. The rep said that the manager was gone. I explained to him about why I was charged a restocking fee to exchange for a similar item when the receipt said I could return within 30 days. The rep said that this was Apple's policy.

Then I asked if there was someone I could write a letter to complain about this discrepancy. He said, "Write to Apple." Then I asked, "Can I get your name so I can document the people that I talked to?" He wouldn't give me his name and basically told me goodbye. ATT customer service is awful. Even though the restocking fee is minimal, it's the principle of the issue and also the shabby treatment I got from ATT. I will continue to write letters to the store, ATT Corporate, Apple Relations. Will include copies of the receipt with the 30-day return policy (which does not explicit state that iPhone accessories are subject to restocking fee).

If need be, I'll take the ATT store to small claims court.
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User profile for user: kyel
kyel
User level: Level 1
25 points

Jul 7, 2007 7:35 AM in response to ray mazeika

I have no problem with Apple store employees, Apple support or AT&T phone support. I guess it might be just this particular AT&T store.

Getting back to the question: Don't you think that it's an unfair policy for AT&T to charge a restocking fee on ONLY 3rd-party iPhone accessories and but this policy does not apply to regular AT&T accessories? Why should iPhone customers get charged more and be treated differently? In addition, no where on the receipt or on AT&T website states that iPhone accessories will be charged a restocking fee.

That's my complaint and I hope bringing this issue up would get AT&T to void this "discriminatory" policy towards iPhone customers.
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User profile for user: Prof. Davis
Prof. Davis
User level: Level 1
0 points

Jul 7, 2007 7:54 AM in response to ray mazeika

I purchased my iPhone on 6/29 at an ATT&T store in Cincinnati. Just before the store opened at 6:00, the store manager came out and explained all of the return policies. This included the fact that any returns of a defective phone had to be done through Apple. He said that he was the general manager of the store and even he could not override this.

So, I guess this is a general AT&T policy.

Good luck.
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User profile for user: ray mazeika
ray mazeika
User level: Level 2
415 points

Jul 7, 2007 8:00 AM in response to kyel

This policy IS unfair and if it's not posted in the store or on your receipt you should not have to pay it. I would go back to store and give them one last chance to give you the restocking fee back. If not then an Attorney may have a better idea.

From a customer service stand point I can't believe all this happened. They wouldn't even let you open the box to see how the cover fits.

The Attorney route will take a lot of time and energy. Do like any GOOD customer would. Just don't go back.

Like other have said. The weak link of this iPhone is AT&T. I just switched over from Verizon. When Verizon finally gets the iPhone I will drop AT&T and switch back.

Ray
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AT&T return policy

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