Hi, I'm a prepaid customer ($30) plan. Last week I decided to open a new, post paid plan and get the new GS4 at the same time. When I got my phone it had a small defect, totally visual nothing big (there was a small part at the bottom where the silver coating had come off) and while activating my account I asked the representative if I could get a new phone. She say yes, its perfectly fine. No problem. Well she told me the steps for the exchange. I would first ship the phone and get the tracking # and then call them back so they could verify the # and send me a new one. It sounded strange BC most ppl get the new one first and then ship the defect phone. She said thats how things worked. So when I called back with the tracking # and the new representative said they had no info of any exchanges or returns on my account. And that the process I had done was for prepaid users. He said maybe somehow the lady got my 2 accounts mixed up. Well, I didn't even mention to her anything about having a prepaid account. So I have no idea how she was able to get things confused.
So I was transferred to the prepaid division and they also found nothing there about returns or exchanges.
I've been on the phone with these people the last 4 days and talked to over 10 representatives. They can't seem to be able to help me. One of them suggested I just simply buy a new phone and wait over a month to get a refund but I really don't trust them. I haven't even used my new plan and soon it'll be time to pay the bill. Any way I will end up losing money!
What should I do?:'(
So I was transferred to the prepaid division and they also found nothing there about returns or exchanges.
I've been on the phone with these people the last 4 days and talked to over 10 representatives. They can't seem to be able to help me. One of them suggested I just simply buy a new phone and wait over a month to get a refund but I really don't trust them. I haven't even used my new plan and soon it'll be time to pay the bill. Any way I will end up losing money!
What should I do?:'(