On October *, I chatted online with an ATT agent (Venessa H) regarding a cracked screen on my newly purchased Samsung Galaxy Note *. This was purchaased on the ATT website and was received on Set. **. I wanted to know if it was under warranty so we could get it repaired. **The agent told me that the device was, in fact, under warranty and would be repaired at no cost to me. She even set up an appointment at the ATT store in Coldwater, MI for me to take it in. **When I arrived at the ATT store the next day, I explained the story and was promptly told that that the phone could not be repaired at no cost and that I could try to contact Customer Loyalty and see if they could overrirde that. **I called and requested customer loyalty through the automated service. I had to again explain the situation and, after being put on hold several times, was told I this particular agent could not help me, and she was transferring my call to, I believe "technical" who might be able to help. **I was promptly transferred back to the automated system and again requested customer loyalty, again having to explain the story. This agent, again after being put on hold numerous times, also told me that she couldn't help, and the only thing she could do was file a agent feedback form on the agent who told me I could get it fixed in the first place.**I am so disgusted and angry at the level of incompetence that I experienced in this whole situation, not to mention, being told my phone would be fixed and then being told "Nope, just kidding!" I even have a screenshot of the agent telling me it would be fixed. I have been with ATT for years, and this has caused me to begin my search for a new carrier. **I am so disappointed after all these years as a customer, to be offered no solution.
GetHuman-alemankc did not yet indicate what AT&T should do to make this right.