I am so frustrated right now with At&t. I have been a customer for 15 years and I feel I have been mistreated.
July 27th- I bought the S6.
July 28th- I exchanged it due to it constantly overheating. The overheating began on my way home from the store I couldn't do anything to get it to stop (hot potato anyone?). In fact, they couldn't get it to cool down, so they marked that phone as DOA and let me exchange it easily. The manager told me if there was any problems with the 2nd phone, to bring it in.
While setting up my 2nd phone at home, I noticed the home button is angled slightly down on the left side, almost like there is too much "give" on that side. If you slide your finger over the left edge of the button, it is flush with the phone. If you slide it over the right side, there is a defined edge because it sits above the phone. When using the button, it gets irritating because you can feel the difference and your finger eventually sits to the left because of the angle. I have read for some, this has gotten worse over time. Being that I have had this phone for a day, I'd rather exchange it for one that doesn't have the beginnings of a worsening problem.
July 29th- I brought it back in. It was a different manager. He brought out two used phones in cases to compare. I told him the two phones were used and it was difficult to compare with the glass screen covers on them. His response was that it didn't matter because he couldn't see anything wrong with my phone. One of his employees told him she felt the difference. His other "nervous" employee, I like to call his little bird, said she didn't "think" she could feel the difference. I think she was scared to disagree with him. The conversation pursued with me telling him I wasn't leaving until I was happy. Even my 8 year old son picked up the phone to try to explain the problem that even he could understand. He told me I could sit there, but he wasn't doing an exchange.
So I told him to call At&t. The tech was on my side. He spoke to the manager and came to an agreement to do the exchange, but I would be charged the $35 restock fee. The tech also gave me the fax and address to the president of At&t to report this manager. He also said I should come back when that particular manager wasn't there or go to a different store (which is hard to do in my small town- only one store).
I haven't exchanged the phone yet. It was closing time when things were getting resolved with honoring the exchange plus the fee happened. I said I would come back during their open hours.
Anyone have an experience like this? It has only been 2 days since I purchased the phone, the first exchange being a DOA phone (completely not my fault). What would you do in this situation or what have you done if it's happened to you? I know it's only $35, but I'm kind of determined that I shouldn't have to pay it when one manger decides he can't see the problem. (That's me stomping my feet and saying "Not fair!") Please be nice and let me know your thoughts. Thanks!
UPDATE: Thanks to those that responded! The nearest Samsung Service Center is an hour away. So I decided to go back in today. Thanks to bad karma or something, the same manager was there. I didn't think of it before, but I had him compare it to the floor model. He actually saw the problem with the button. But this time he changed his policy. He said the button was defected, but since it didn't affect the phone internally, he still had to charge me the $35. (even though last night it was all about it being due to him not being able to see the button problem). He told me this would be the last time I could exchange because you are only allowed 2 on your account within the 14 days.
Anyway. I asked if I could return the phone- because I would be paying the $35 anyway. He said I could, but it would still count for an exchange and that any phone that I got, they would not allow any more exchanges.So if I returned the phone for an entirely different phone, I wouldn't be able to exchange it if there were problems? I asked how that would be possible- and he said because it would be noted to the account.
Whatever. None of this seems right to me. I paid them the $35 for my last exchange and went home sulking. I will be writing the president (thanks to the tech who gave me the info).
July 27th- I bought the S6.
July 28th- I exchanged it due to it constantly overheating. The overheating began on my way home from the store I couldn't do anything to get it to stop (hot potato anyone?). In fact, they couldn't get it to cool down, so they marked that phone as DOA and let me exchange it easily. The manager told me if there was any problems with the 2nd phone, to bring it in.
While setting up my 2nd phone at home, I noticed the home button is angled slightly down on the left side, almost like there is too much "give" on that side. If you slide your finger over the left edge of the button, it is flush with the phone. If you slide it over the right side, there is a defined edge because it sits above the phone. When using the button, it gets irritating because you can feel the difference and your finger eventually sits to the left because of the angle. I have read for some, this has gotten worse over time. Being that I have had this phone for a day, I'd rather exchange it for one that doesn't have the beginnings of a worsening problem.
July 29th- I brought it back in. It was a different manager. He brought out two used phones in cases to compare. I told him the two phones were used and it was difficult to compare with the glass screen covers on them. His response was that it didn't matter because he couldn't see anything wrong with my phone. One of his employees told him she felt the difference. His other "nervous" employee, I like to call his little bird, said she didn't "think" she could feel the difference. I think she was scared to disagree with him. The conversation pursued with me telling him I wasn't leaving until I was happy. Even my 8 year old son picked up the phone to try to explain the problem that even he could understand. He told me I could sit there, but he wasn't doing an exchange.
So I told him to call At&t. The tech was on my side. He spoke to the manager and came to an agreement to do the exchange, but I would be charged the $35 restock fee. The tech also gave me the fax and address to the president of At&t to report this manager. He also said I should come back when that particular manager wasn't there or go to a different store (which is hard to do in my small town- only one store).
I haven't exchanged the phone yet. It was closing time when things were getting resolved with honoring the exchange plus the fee happened. I said I would come back during their open hours.
Anyone have an experience like this? It has only been 2 days since I purchased the phone, the first exchange being a DOA phone (completely not my fault). What would you do in this situation or what have you done if it's happened to you? I know it's only $35, but I'm kind of determined that I shouldn't have to pay it when one manger decides he can't see the problem. (That's me stomping my feet and saying "Not fair!") Please be nice and let me know your thoughts. Thanks!
UPDATE: Thanks to those that responded! The nearest Samsung Service Center is an hour away. So I decided to go back in today. Thanks to bad karma or something, the same manager was there. I didn't think of it before, but I had him compare it to the floor model. He actually saw the problem with the button. But this time he changed his policy. He said the button was defected, but since it didn't affect the phone internally, he still had to charge me the $35. (even though last night it was all about it being due to him not being able to see the button problem). He told me this would be the last time I could exchange because you are only allowed 2 on your account within the 14 days. Anyway. I asked if I could return the phone- because I would be paying the $35 anyway. He said I could, but it would still count for an exchange and that any phone that I got, they would not allow any more exchanges.So if I returned the phone for an entirely different phone, I wouldn't be able to exchange it if there were problems? I asked how that would be possible- and he said because it would be noted to the account.
Whatever. None of this seems right to me. I paid them the $35 for my last exchange and went home sulking. I will be writing the president (thanks to the tech who gave me the info).
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