AT&T Wont let me Return my Tilt!!!

[bubbleking2]

I purchased the phone about a month ago, from the day I purchased it the camera did not operate correctly. I took my device to the store in an attempt to get it replaced with a new one. Unfortunately for me my camera just happened to work that day which was also the last day of the 30 day warranty. The guy pretty much said that he couldnt help me because my device worked, but then he gave me this number saying that if there is any further problems they will take care of it. So I call the ATT warranty department the next day (my camera broke again) and they said that they were sending me a REFURBISHED phone. I talked with them for 2 hours and they pretty much sait there is nothing they can do.

So I get this refurbished phone and right out of the box it looks of poor quality, I later find out that no matter what I do, the device will not charge. So I send in for another refurb which is of even worse condition and this one wont sync to my PC.

Do any of you guys have any ideas that could help I called the warranty department and coustomer care TWICE, asked to speak to both supervisors, threatened to change my entire family's service and they dont reply with anything except that the phone can not be replaced with a new phone. What do you think I should do?

[JstarLuvsTina]

dude that sucks!

ive never had a problem gettin a swap out.. and i bricked my first tilt..

u need to speak to managers and managers only, throw a fit make a scene in the store they'll work with u!

[bengalih]

Learn from your mistake so you don't repeat it in the future. If you have an issue with a phone within the 30 day period, make sure it's fully taken care of within that time frame. Unfortunately you took some clerk's word for what would happen instead of double checking yourself.

AT&T most likely isn't going to do anything more from you. They have pretty good customer service and retention, but it is within their rights to give you a refurbished phone.

I also find it hard to believe that they shipped you two refurbished phones that right out of the box appeared to be of "poor quality." If the phone's had a shoddy appearance they wouldn't have been sent back out.

If your next replacement (refurb) is not functional, then tell them that it is getting ridiculous that you have had 3 replacments and they were all bad (again, I find that dubious). If the phone's are malfunctioning to any extent that you can't make calls (like a phone won't recharge) then they should be crediting your account on a daily basis when you can't use the phone.

Lastly, you can threaten to go to your credit card issuer (assuming you bought it with one) or to the BBB. Again, these are mostly threats, and I don't suggest you follow through unless you are truly getting bad refurbs 3 times in a row. Don't just take a negative attitude and look for problems becuase it isn't a new phone...you aren't likely to get one.

However, you could realistically cancel your service, and then refuse to pay any cancellation fees because they weren't honoring their end of the deal by providing you with functioning equipment. Even though you might have a leg to stand on....it will still probably get sent to collections and mar your credit.

[bubbleking2]

Of the refurbs I got, these were in the condition I stated. When I called ATT they said something along the lines of 'every once in awhile a bad one slips through, but its pretty rare.'

[bengalih]

I don't doubt a bad one slips through.... but two in a row....

What I am saying is third time is a charm...you can't keep getting bad ones :)

Also, I know how it can be mentally (as I would feel the same way) that a refurb just isn't as good and you would rather have a new one even if you saw a refurb pass every single test.

Try for #3 and if you are still out of luck...go with the other poster's suggestion and make a scene in the store :)

[SH4YD33]

This reminds me of when i had the 8525 hermes. I was sent about 3 phones from them that were of bad quality. Bluetooth problems and yellowish tint screen.. The unwritten rule is that after 3 phones youre sopost to get a upgrade of the latest comperable model. Right now the tilt is the latest pocket pc but at the time, the tilt replaced the 8525 and thats how i recieved my tilt..

Moral is.... wait til the next ppc comes out and make a scene.. but also bring that point up to warranty replacement.

[VirgilWoods]

I don't doubt a bad one slips through.... but two in a row....

Happened to me last week, two bad ones, and a third one that was good. It's possible, and somewhat probable for a scenario like that to occur. It's not like saying he put a million dollars on "00" at the roulette table and won :)

[mtbjoe]

I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.

I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.

[KaiserVideoDriver]

I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.

I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.

well now we know why AT&T sometimes has such a sweet deal on refurb tilts :D LOL

[gqstatus0685]

Ok you said the second phone couldnt sync to pc. If you search through this forum I guarantee there is a fix for that.

[deathpulse]

Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.

[JimmyMcGee]

Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.

HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA HAHAHAHAHAHAHAHAHAHAHAHAHA

Wow Sorry I'm not laughing at you, I'm laughing at the insinuation that they would actually care. The sad fact is T-Mobile Is worse in service availability. And Sprint? I wouldn't wish that on my enemy.

Here is a link: http://www.mobileburn.com/news.jsp?Id=4607

[fizzie]

I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!

[bubbleking2]

I understand what you mean, but I am completely unprepared to take them to court over such a minor issue. Im going to expend all of my other options first, I still have to go back to the store and argue there that it is there fault because they did not support there 30-day return policy in the first place. The man let me walk out of the store with a broken phone. I should have handeled it then but I didnt realize I would be dialing in and getting more refurbs.

Also, my third refurb arrived today, the device functions completely as intended. The problem now is that the keyboard on this new device does not seem very responsive, or at least, not nearly as responsive as the keyboard on my first device (which I still have). I am upset with this as my other Tilt is in premium condition, not a single scratch. I think I am going to return this one as well.

[marab]

hey I work for the company and

1. they kinda HAVE to exchange your phone in store if you got it over the phone, over att.com or at a corporate store. if you are within 30 days the rep should do the exchange, the rep u got was an A*&*LE. some act like the store stock and shipping cost come from their pocket.

2. if you get an idiot customer svc rep just hangup and call back , sometime u have to bend the truth. say u have a phone that drops calls ( they are afraid of this) and u tried ur friend's SIM card and still does not work correctly.

3. sorry you did not come to my store.(NY)

4. almost impossible to get a new phone through warranty or insurance.

5. if ya'll have any Q's bout stuff PM me.

out...

[BBM-Lee]

This is exactly why sometimes the "best deal" is not a good deal...

I only buy my phones from the bigger retailers, Best Buy & the company directly....


Mom & Pop shops, and online retailers:
- Cheaper up front, can usually get you the best deal if you read the fine print and agree
- Usually require a 2nd contract stating you will not change you plan (or features) within 6 months to 1 year or they charge you a penalty (usually $200 for removing OR changing the kind of data service from a phone like the tilt-- ex.: change from Unlimited data $30/month to Unlimited data & Text for $50/month, you broke the contract, they will charge you $200)
- Do not have to accept returns. Returns are done by companies as a 'favor' -- they are not required by US law (for most stores/products, some exceptions)

Big retailers or the Service Provider directly:
- Always have a return policy
- Almost never require a 2nd contract agreeing to keep features
- Usually $25 more for basic phones, up to $100 more for smartphones (they do not require Data, which most M&P/Internet sites give you $75-$100 off for getting and keeping for 6 months)


Other nice advantage of Big Retailers: If customer service at one place gives you no help and you're within reason to return it... go a few miles to another location and try again.... (again, if you're trying to return something 45 days later, you'll probably get no help where ever you go)

[bubbleking2]

This wasnt a 'Mom and Pop' Shop, it was an official retailer. I was going to get the phone at a smaller AT&T but they said I would have to go to an official store that carried there high-end products. When I bought the phone the person I bought it from, I believe I have his buisiness card, but I will check later, allowed me to open the box in the store. He then told me if I wasn't satisfied I had 30 days for a return or replacement. I came back, 29 days later and they said that I had to call there warranty department because the device was not broken, and there fore he could not replace it. Essentially, they lied to me.

[BBM-Lee]

If it's not an AT&T corporate store, it's a Mom & Pop shop...

If they say "Authorized Retailer" they are not directly AT&T, they are reselling AT&T services and do not have to follow AT&T Corporate return policies...

Most of these locations are owned by individuals, or groups of individuals, as a business venture...


Keep in mind, anywhere from 50 to 85% of Wireless stores are NOT corporately owned by their service provider, and all of them (except T-Mobile) are allowed to put giant signs on the front of the building saying "AT&T" "Verizon" or "Sprint"... Sprint requires "Authorized Dealer" added to the logo, T-Mobile requires you to name your store something, and if you use T-Mobile logo it can be no more then 25% of the total sign space. AT&T I don't know the exact policy on their signage, but should require "Authorized Reseller" in the sign...

Of course, people can ignore these requirements, One of my old bosses did.. Hence why he's an old boss..

[BBM-Lee]

Quick Tip:

If they don't offer the IPhone they are not corporately owned...

At least in the DC metro area, every corporately owned AT&T store has a live active IPhone on display for customers to try

[ChumleyEX]

I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!


I worked for Acer Computers and they bitched out with customers every single time something like this happened. This is sound advise

[ChumleyEX]

Quick Tip:

If they don't offer the IPhone they are not corporately owned...

At least in the DC metro area, every corporately owned AT&T store has a live active IPhone on display for customers to try


Gizmodo has reported Iphones being out of stock everywhere.

[Automatic]

first, look up the definition of 'refurbished'

second, a salesman lied to you? :eek:

The tip about a comparable model works (at least it did for a friend of mine).

man up, you were going to hack it anyway. you have warranty for the rest of the year. Try to find a device support center near you.

[wilsonzone]

I also had to return a laptop. Bought a "Comcrap" with extended warranty. First the screen, second the keyboard, third would not charge any battery. (I had 2). Bought at Best Buy warranty after the third return, this classified as Lemon and they sent me a "comparable" replacement. What they considered comparable, I considered an atrocity. I went back to my Geek Squad and explained to a supervisor that I not only has this been a tremendous pain in the apse but a I could not continue with this hassle. Two hours of pleading my case and showing my extensive documentation (OCD) I walked out of the store with a NEW Toshiba and new warranty. I agree be calm, firm and steadfast. They need to be in the hotseat, not you. If all your ducks are in order then they will have to do the right thing, because they will know you will except nothing less. AT&T is a very large and lucrative company, they wont be hurt by replacing your tilt, and I bet you will be forgotten within an hour of leaving the store. ;)

[bubbleking2]

Okay, I am absolutely certain that this was a corperate retailer, the retailer I went to before them doesnt even stock the phones and they told me to go to a corperatly owned store. The store I was in stocked every AT&T phone that I can recall (they had an iPhones too, my friend got one there). And they carried other AT&T products besides phones. I am 100% certain the the store was corperately owned.

When I walked in to return the phone I should have gotten a new one NO QUESTIONS ASKED. The man examined my phone and made me hard reset it in the store. The camera then worked and he said that the store could not replace it. I then left the store and my phone's camera ceased to work again the next day. I should have had a new phone that day, the man let me leave the store with a broken phone. Im going to see if I can make time to check back at the store today, if I do, I'll post how it went.