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On Sept 28, 2021, I purchased an iPhone 13 Pro at the AT&T store located in Albertville, AL. When the sales associate removed the phone from the box, one of the first things she attempted to do was set up the Face ID.

The phone gave a pop-up notification that "Face ID is unavailable". The associate proceeded with the phone set up without Face ID. The associate completed the transaction, including a purchase of a phone case, screen protector, wall charger, and insurance. Once I got home, I tried multiple times to set up the Face ID with no success.

I returned to the store the next morning - less than 24 hours after the purchase. There were two associates present, one being the assistant store manager. They insisted that they could not offer me a replacement phone without an additional charge of $50 for a restocking fee. The assistant manager instructed me to contact Apple and they would replace the defective phone at no cost to me.

I did contact Apple and they did offer to replace the defective phone, however, there was a fee of $29 to have the new phone sent to me.

The Apple associate insisted that since the phone was defective straight from the box that I should have never been sold the phone in the first place, also that AT&T has a 15-day period for the return of defective products.

At this point, in addition to the price of the phone, case, screen saver, wall charger, and insurance, I am now having to pay $29 to send a replacement phone for a product that was defective straight out of the box AT THE STORE. Also, because the screen protector was placed on the defective phone and cannot be reused, once I receive my replacement phone from Apple, I will have to buy a second screen protector.

I am quite disappointed with the service from AT&T and will not be using an AT&T store for any future purchases.

User's recommendation: Buy directly from Apple instead of going through AT&T.

Monetary Loss: $50.

Preferred solution: Let the company propose a solution.

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