Customer Service/ Warranty Issue w/ BlackJack

Posted Sat November 15, 2008 7:05 pm, by Johnathon P. written to Cingular Wireless (now ATT Mobility)

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To start
I am now on my 4th BlackJack II. Have attempted to contact the BBB but there apparently have a 8 week backup.
In August I purchased the Samsung Blackjack II.
Phone 1 - After a month the scroll wheel
stopped working. Went to the warranty replacement center in NYC. After standing for an 1
1/2 hrs waiting to talk to a warranty specialist. They found the phone to be defective and
replaced the phone. The representative at the store replaced my phone and sent me on my way. He did not inform me that my new phone could be sent back to samsung for repair. Instead the next morning when i encountered a problem I was told this phone was refurbished. Phone 2 (1st refurb) - The next day I noticed in every picture there
was a thick ping ring circle. The warranty rep apolgized and sent me a new phone.
Phone 3 (2nd refurb) - Took the phone out the box, tested the phone to see if it passed my personal tests. Went out with friends got home and noticed dirt/lint covering the inner screen.
Check your forum below to see what I am talking about.
http://forums.wireless.att.com/cng/board/message?board.id=samsung&thread.id=5 2550
&
http://forums.wireless.att.com/cng/board/message?board.id=samsung&thread.id=63492
The Rep apologized and even joked that i should know the process. Phone 4 ( Current
refurbed phone !!! ) - the dirt is back, apparently with the blackjack 2 once the new face is
put back on the phone they cant seem to seal the phone correctly. Also the phone fails to charge after using a usb to transfer music & etc, The phone has syncing issues with Windows Vista Business. Network Connectivity Issues.
fyi still have this phone Phone 5 ??? - Let
me say the blackjack II is one of the worst made phones, I like samsung so this is a bit shocking. The fact that I am at the point of frustration, where i have to file a BBB & Planet Feedback
complaint should tell alot. In addition to the phone issues, I am having billing Issues. When I purchase the phone I selected the option to upgrade the device only. I specifically did not change my plan because the contract was up. I called at&t to verify this after i put the order, through and they assured me that I did not sign a new contract. I have emails proving this. Not that I am ready to take all the lines of services elsewhere they are telling me they renewed my contract. In October a ticket within At&t was put in to fix this error and I called today and the issue has yet to be resolved. Here are some of the emails I have had back a forth with at&t wireless. Please Note that my name, email and phone numbers have been removed for privacy issues. FYI .. I have contacted Samsung: 14 to 30 days repair time, in which you must still pay your subscriber fees. doesnt seem reasonable to me, quite unfair that since i has this phone at&t has treated me this way.



From: icare3@amcustomercare.att-mail.com
Subject: Re: Wireless from AT&T Customer Email - Northeast - [TECH] (KMM10306278I2782L0KM)
Date: November 15, 2008 3:59:55 PM EST
To:

Dear Mr. P,

Thank you for taking the time to e-mail the new AT&T. I apologize for
any trouble experienced in getting your Samsung BlackJack replaced and
your desire to have it replaced with a brand new phone. My name is
Michael Hamm and I am happy to address your concerns.

I have verified that AT&T is responsible for replacing equipment within
30 days from the date of purchase. AT&T is a cellular service provider
and does not manufacture phones. This is the reason AT&T offers the
convenience of a 30-day return period.

The manufacturer of your phone (Samsung) warrants the phone against
defect for 12 months from the date of purchase and will repair or
replace your phone. However, you have to send the phone to them and you
would be without a phone until it is returned to you. During the time
that you would be without a phone you would still be responsible for
your monthly AT&T bills. To verify whetehr the phone can be replaced
with a new phone, please contact Samsung at 888-987-4357.

As a courtesy to our valued AT&T customers, we will exchange the phone
with a refurbished phone of the same model through our Warranty exchange
department. This is so our customers can avoid the inconvenience of
being without a phone while their defective phone is being replaced.

Please. keep in mind that AT&T makes no warranty express or implied.
AT&T will only replace in-warranty equipment through the Warranty
Exchange department. Please call the Warranty Service Center dedicated
call center at 1-800-801-1101. A replacement handset can be delivered to
your door in as little as 24 hours.

Also, you can purchase a new phone of your choice at the full retail
price ant any time. This can be done through our customer service at
800-331-0500 or in a local AT&T store. To locate a store near you please
use the following link:

wireless.att.com/find-a-store

Again, I apologize for any misunderstanding or confusion that this may
have caused.

Mr. P, I hope that the information provided has been helpful and
has resolved all of your questions. I encourage you to visit our web
site (www.att.com/wireless) often to view current and previous monthly
statements, make payments and to shop for new product and service
offerings. Should you have any further inquiries, concerns, or requests;
please log into your online account and submit your e-mail from there.

Thank you for allowing the new AT&T to serve as your wireless company
since 12/19/06. We will do our best to ensure that your wireless
experience is a success.

Sincerely,

Michael Hamm
AT&T
Online Customer Care Professional


Help AT&T improve our service to you! Please complete our short survey
about your e-mail Customer Service experience. Click on:
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***8122678***


The information provided in this e-mail is intended for the view and use
of the authorized AT&T subscriber only. Content may not be shared or
relied upon by third parties. AT&T, at its sole discretion, reserves
the right to amend, modify or replace the written content of this
message to correct or update answers provided to Subscriber. No term of
Subscriber's Customer Service Agreement is altered, waived, or modified
by this message unless expressly agreed by an authorized AT&T
representative.

(c) 2007 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T
logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies. All other marks
contained herein are the property of their respective owners.


Original Message Follows:
------------------------
UNBELIEVABLE !!!! ,UNBELIEVABLE !!!!, UNBELIEVABLE !!!!,UNBELIEVABLE
!!!!,UNBELIEVABLE !!!! "happy to review reimbursing you the cost of
repairing your Blackjack" . "Review" , seems like a promising word Kirk
Robertson of Department 34.. I guess this is what happens when a
wireless
company has 70 million customers. FYI : 14 day minimum to repair my
phone,
so what am I suppose to do in the mean time. I guess you guys cant make
everyone happy. Consider this account churned. I guess if you don't have
the
prized iPhone or Blackberry Bold, you mean nothing, because you don't
generate as much "R". Again my complaint stands with BBB, and this is a
fight I will not loose. Thanks for spamming my email box with more
unreasonable solutions, send my phone off for 14 days while I pay for
the
service ! Ha .

Your complaint has been received and routed to the following BBB:
Complaint # 7175606
Better Business Bureau Serving Metropolitan New York (New York, NY)
257 Park Avenue South
New York, NY 10010-7384
Phone: (212)533-6200
Fax: (212)477-4912
Email: inquiry@newyork.bbb.org
Web: www.newyork.bbb.org






--------------------------------------------------
From: "AT&T Email Customer Care for Wireless"

Sent: Friday, November 14, 2008 3:16 PM
To:
Subject: Re: Wireless from AT&T Customer Email - Northeast - [TECH]
(KMM10288228I2782L0KM)

Dear Mr. P,

Thank you for contacting the new AT&T. I apologize for the
inconvenience you may have experienced with replacing your Blackjack
II.
My name is Kirk Robertson, and I will be happy to help you with your
inquiry.

In response to your email, if you do not want to receive a refurbished
phone in exchange of your current phone, you do have the option to
send
your phone back to Samsung to have it repaired. You can then send a
receipt for the cost of repairing the phone, and we would be more than
happy to review reimbursing you the cost of repairing your Blackjack.
You can reach Samsung at (888) 987-4357. You may fax your receipt to:


Kirk Robertson
Dept. 34
1-918-204-4194

Please include your name, mobile number, account number, a contact
number, and a brief description of the request on the cover sheet so I
may promptly address your concerns.

Any of our AT&T stores will happy to assist in faxing the information
for you free of charge, if needed. You may locate a store at
www.att.com/wireless/find-a-store.

Again, we thank you for allowing us the opportunity to assist you with
your account, . If we can be of further assistance, please
contact us at http://www.att.com/wireless. As always, thank you for
choosing AT&T!


Sincerely,

Kirk Robertson
AT&T
Online Customer Care Professional


Help AT&T improve our service to you! Please complete our short
survey
about your e-mail Customer Service experience. Click on:
http://www.wireless.att.com/supportsurvey/epoll/Booth.do?controller=com.jcorporate.epoll.controller.Booth&Format=tiny&CategoryId=2&PollId=16&state=promptVote&id=okKirkR
***8122678***


The information provided in this e-mail is intended for the view and
use
of the authorized AT&T subscriber only. Content may not be shared or
relied upon by third parties. AT&T, at its sole discretion, reserves
the right to amend, modify or replace the written content of this
message to correct or update answers provided to Subscriber. No term
of
Subscriber's Customer Service Agreement is altered, waived, or
modified
by this message unless expressly agreed by an authorized AT&T
representative.

(c) 2007 AT&T Intellectual Property. All rights reserved. AT&T, the
AT&T
logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies. All other
marks
contained herein are the property of their respective owners.


Previous Reply Follows:
-----------------------
Peggy

I have given much consideration into what was said, however I will
let the Better Business Bureau mediate this. I understand that you
guys have policies in place, but it bothers me that there is no
customer courtesy within At&t. Ever since I was kid I spoken out when
i felt i was treated unfairly, and will continue to do so. I'm
honestly at the point where if someone at At&t said we screwed up 4
times with your phone, and as a courtesy we'll send you a new not a
refurbished phone, I would continue using the service after december
when my contract is up. As I have said before the service is the best
compared to your competitors, however At&t has put a $200 phone over
the roughly $2400 yearly the four lines of service generates in
subscriber fees. If I wanted the Motorola Q, Pantech, or Palm
Centrio I would have chosen them over the Samsung blackJack 2. So
thanks Peggy for attempting to resolve this but the solutions offered
are not reasonable to me, i cannot accept the fact that you guys
don't have new phones, because you sell new phones. And beyond the
phone issue, I have had people on you team tell me that I signed up
for a new contract in August when i paid the no commitment price and
would have to stick with the service for another 2 years. To later
have to find emails contradicting that statement !

Thanks




Your complaint has been received and routed to the following BBB:
Complaint # 7175606
Better Business Bureau Serving Metropolitan New York (New York, NY)
257 Park Avenue South
New York, NY 10010-7384
Phone: (212)533-6200
Fax: (212)477-4912
Email: inquiry@newyork.bbb.org
Web: www.newyork.bbb.org


On Nov 13, 2008, at 5:41 PM, AT&T Email Customer Care for Wireless
wrote:

Dear Mr. P,

Thank you for taking the time to e-mail the new AT&T regarding the
issues of the battery not holding a charge and dust under the screen
with your most recent exchange phone for line . My
name is
Peggy Heffley and I am happy to help you with your inquiry and
apologize
for the phones you have received so far that have not worked
properly.

I?m glad we had a chance to speak today, Thursday 11/13. To recap I
had
spoken with our warratny exchange department and they offerred to
exchange your current Samsung Blackjack II for a Motorola Q9 or a
Pantech Duo or a Palm Treo Centro, all refurbished. You stated you
would consider these offers and would call warranty exchange
directly if
you decide to accept one.

If you have additional questions or concerns, please reply to this
email
or call 611 from your wireless device.

I hope that the information provided has been helpful and has
resolved
all of your questions. Should you have additional concerns or
questions
about this issue please reply to this email. If you need to contact
us
again regarding a new issue please send us another email via the
contact link through your online account. Thank you, Mr. P, for
allowing the new AT&T to serve as your wireless company for the last
couple of years. We will do our best to ensure that your wireless
experience is a success.

Sincerely,

Peggy Heffley
AT&T
Online Customer Care Professional


Help AT&T improve our service to you! Please complete our short
survey
about your e-mail Customer Service experience. Click on:
http://www.wireless.att.com/supportsurvey/epoll/Booth.do?

controller=com.jcorporate.epoll.controller.Booth&Format=tiny&CategoryI

d=2&PollId=16&state=promptVote&id=okPeggyH
***8122678***


The information provided in this e-mail is intended for the view
and use
of the authorized AT&T subscriber only. Content may not be shared or
relied upon by third parties. AT&T, at its sole discretion, reserves
the right to amend, modify or replace the written content of this
message to correct or update answers provided to Subscriber. No
term of
Subscriber's Customer Service Agreement is altered, waived, or
modified
by this message unless expressly agreed by an authorized AT&T
representative.

(c) 2007 AT&T Intellectual Property. All rights reserved. AT&T, the
AT&T
logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies. All other
marks
contained herein are the property of their respective owners.


Original Message Follows:
------------------------
Contact and Verification Information
First Name: JOHNATHON
Last Name: P
Wireless Number:
E-mail Address:
Topic/Subtopic
Topic: I have another question about my phone
Subtopic: No subtopic 2 available


Additional Information


Q1:Enter the wireless number associated with the account you're
inquiring about
A1:91720

Q2:What is the make and model of the phone you're asking about?
A2:BlackJack 2

Q3:Please enter your phone question below:
A3:No Question, I have tried to work with you guys on a resolution
to my
phone issues. I have had to replace it 4 times now, and you guys
keep
sending these broken refurbished phones. I am in the early stages of
the complaint process with the BBB and would like to come to a
resolution before they send the information over to your corporate
offices. All I am asking is that you guys send me a new phones rather
than these broken phones. My families contract is up in a few weeks
and
we are ready to take our money elsewhere. I like the services, but
hate
the way i have been treated.
After 3 months
- my phones doesnt charge completely
- fails to connect to the network some days
-crashes my computer when in usb mode
- there is dirt under the screen because the phone was not sealed
correctly.
Please get in contact with me ASAP to get this resolved. Please
escalate
to the necessary representative.

correct my contract and come up with a better phone replacement solution