Hello,
Let me start off that I proudly waited inline for my 32GB iPhone 3G S for 4 hours -- I was number 2 inline at my local AT&T store. I was lucky enough to get the phone and get it activated and out of the store smoothly. It was not until I started playing with my new baby that I realized it was defective. The camera on it did not work. The "shutter" would not open. Being I had only had the phone for an hour I immediately went back to my AT&T store to get a new one. After getting the run down at the AT&T store I was told that I must go to the nearest Apple Store (70 miles away) to have the phone swapped out. After talking to store management they were persistent that this was the only way to go about my issue, even though they still had the phone in stock.
After arriving at my Apple Store I find out that I was given false information. Being that the phone was purchased at an AT&T store you guys can not exchange it because it did not come from their inventory so they can't bring it into their inventory. The Genius who was very helpful advises me to go to the Corporate AT&T store that is about a block away from the Apple Store to have them do the exchange. Once I arrive at the AT&T store I am forced by their concierge to wait in the line of about 25 people. After waiting about an hour I finally get to talk to an associate. They were very unhelpful and tried to push the issue back onto apples shoulders. Getting frustrated I ask for the manager. After explaining the issue to the manager he unhappily exchanges the phone for me. Unfortunately we were unable to activate it because the system was so overloaded.
After returning home I am able to activate the phone by calling AT&Ts 800 number. Once the phone is activated I discovered the phone would not vibrate. Being that it was already 8:00 PM at that point I was unable to make it back to the AT&T store. This morning I made the 70 mile drive again to Portland to go to the same AT&T store. They once again made me wait inline. After explaining the situation to the sales associate he gets his manager. The manager was very unhappy to see me. He told me there is nothing he can do and it is apples problem because the store has a strict exchange policy of only one product. This becoming ridiculous I go to the Apple Store. The helpful and cheery concierge promised to get me squared away. He talked to his manager and they came up with the solution that I return the phone to the AT&T store and purchase the phone from them. He then calls the AT&T store for me and explains to them what needs to happen.
When I arrive back at the AT&T store they unhappily begin the return process. They then tell me there would be a 10% restocking fee. I was shocked at how ridiculous this was becoming. I explain to them that is unexpectable and tell them if they don't process the return without the restocking fee I would report them to the Better Business Burro for not honoring the warranty of a defective product. That seemed to do the trick and 5 minutes later I walked out of the AT&T store with $300 bucks in hand. Once I arrive at the Apple store the concierge recognizes me and jumps me to the front of the line.
Two minutes later I am in the store and the Apple Sales associate begins the purchase on his easy-pay. After pulling up my account and my phone number he tells me I am not eligible for an upgrade for 2 years and would have to pay $699 for the phone. Shocked I briefly raddle off the situation to him, shocked he advises me to call AT&T and get them to authorize a contract reversal.
After waiting on hold I finally get to talk to an AT&T rep. I explain the situation to her and she assures me she will get it resolved and that she needed to put me on hold for 2 minutes so she can look at my account. I tell her that is fine and then the call is immediately disconnected. I call them back explain the situation again and am assured they will resolved the issue for me. The gal looks at the information on her computer for about 8 minutes and tells me she can't authorize a contract reversal because there is no record of me returning the phone. Shocked I had to restrain myself from loosing my temper, and I calmly ask to speak to her supervisor being that I was holding the receipt in my had stating I had indeed returned the phone. Her supervisor tells me the exact same thing.
I then went back to the apple store to talk to the manager about what had happened. He was so baffled. He looked at the receipt showing I did indeed return the phone and called his AT&T contact explained my situation to him and was told he dose not have the authority to authorize a contract reversal and that I would need to call the 800 number and speak to customer relations. The manager as upset as I was with AT&T told me there was nothing he could do. I thanked him and left the store. While I was driving home I once again called AT&T. Basically after being on the phone for most of the hour and 1/2 drive that I was making for the second day in a row and talking to 4 different people I was told I would need to return to the AT&T store to have them submit a contract reversal. I then immediately called the AT&T store and was told they can't and never have been able to process a contract reversal in the store.
So that is where I am at today stuck in a new 2 year contract not being able to purchase an iPhone at even the $499 price but the $699 price and having to ship my original iPhone on monday as I sold it on ebay. So if there is any advice you have or a contact that might be able to help me I would greatly appreciate it. Thanks for taking the time to read this lengthy post.
Patrick
Let me start off that I proudly waited inline for my 32GB iPhone 3G S for 4 hours -- I was number 2 inline at my local AT&T store. I was lucky enough to get the phone and get it activated and out of the store smoothly. It was not until I started playing with my new baby that I realized it was defective. The camera on it did not work. The "shutter" would not open. Being I had only had the phone for an hour I immediately went back to my AT&T store to get a new one. After getting the run down at the AT&T store I was told that I must go to the nearest Apple Store (70 miles away) to have the phone swapped out. After talking to store management they were persistent that this was the only way to go about my issue, even though they still had the phone in stock.
After arriving at my Apple Store I find out that I was given false information. Being that the phone was purchased at an AT&T store you guys can not exchange it because it did not come from their inventory so they can't bring it into their inventory. The Genius who was very helpful advises me to go to the Corporate AT&T store that is about a block away from the Apple Store to have them do the exchange. Once I arrive at the AT&T store I am forced by their concierge to wait in the line of about 25 people. After waiting about an hour I finally get to talk to an associate. They were very unhelpful and tried to push the issue back onto apples shoulders. Getting frustrated I ask for the manager. After explaining the issue to the manager he unhappily exchanges the phone for me. Unfortunately we were unable to activate it because the system was so overloaded.
After returning home I am able to activate the phone by calling AT&Ts 800 number. Once the phone is activated I discovered the phone would not vibrate. Being that it was already 8:00 PM at that point I was unable to make it back to the AT&T store. This morning I made the 70 mile drive again to Portland to go to the same AT&T store. They once again made me wait inline. After explaining the situation to the sales associate he gets his manager. The manager was very unhappy to see me. He told me there is nothing he can do and it is apples problem because the store has a strict exchange policy of only one product. This becoming ridiculous I go to the Apple Store. The helpful and cheery concierge promised to get me squared away. He talked to his manager and they came up with the solution that I return the phone to the AT&T store and purchase the phone from them. He then calls the AT&T store for me and explains to them what needs to happen.
When I arrive back at the AT&T store they unhappily begin the return process. They then tell me there would be a 10% restocking fee. I was shocked at how ridiculous this was becoming. I explain to them that is unexpectable and tell them if they don't process the return without the restocking fee I would report them to the Better Business Burro for not honoring the warranty of a defective product. That seemed to do the trick and 5 minutes later I walked out of the AT&T store with $300 bucks in hand. Once I arrive at the Apple store the concierge recognizes me and jumps me to the front of the line.
Two minutes later I am in the store and the Apple Sales associate begins the purchase on his easy-pay. After pulling up my account and my phone number he tells me I am not eligible for an upgrade for 2 years and would have to pay $699 for the phone. Shocked I briefly raddle off the situation to him, shocked he advises me to call AT&T and get them to authorize a contract reversal.
After waiting on hold I finally get to talk to an AT&T rep. I explain the situation to her and she assures me she will get it resolved and that she needed to put me on hold for 2 minutes so she can look at my account. I tell her that is fine and then the call is immediately disconnected. I call them back explain the situation again and am assured they will resolved the issue for me. The gal looks at the information on her computer for about 8 minutes and tells me she can't authorize a contract reversal because there is no record of me returning the phone. Shocked I had to restrain myself from loosing my temper, and I calmly ask to speak to her supervisor being that I was holding the receipt in my had stating I had indeed returned the phone. Her supervisor tells me the exact same thing.
I then went back to the apple store to talk to the manager about what had happened. He was so baffled. He looked at the receipt showing I did indeed return the phone and called his AT&T contact explained my situation to him and was told he dose not have the authority to authorize a contract reversal and that I would need to call the 800 number and speak to customer relations. The manager as upset as I was with AT&T told me there was nothing he could do. I thanked him and left the store. While I was driving home I once again called AT&T. Basically after being on the phone for most of the hour and 1/2 drive that I was making for the second day in a row and talking to 4 different people I was told I would need to return to the AT&T store to have them submit a contract reversal. I then immediately called the AT&T store and was told they can't and never have been able to process a contract reversal in the store.
So that is where I am at today stuck in a new 2 year contract not being able to purchase an iPhone at even the $499 price but the $699 price and having to ship my original iPhone on monday as I sold it on ebay. So if there is any advice you have or a contact that might be able to help me I would greatly appreciate it. Thanks for taking the time to read this lengthy post.
Patrick
