Good afternoon, Pam Green, phone ****-***-****, here. I have been an AT&T customer sin...

GetHuman-psgreen's customer service issue with AT&T from February 2019

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The issue in GetHuman-psgreen's own words
Good afternoon, Pam Green, phone ****-***-****, here. I have been an AT&T customer since ****, started in Missouri. Since my inception with AT&T, I have never ever been this upset, disappointed, unhappy and even to the point I’m angry, in the past ** years. I purchased the IPhone XS Max through the next program, from the retail store in Topeka, Kansas. *I have had iPhones since my first purchase of the iPhone *, and have upgraded every year or two years* I’ve been very happy with the iPhones and AT&T services. I think what makes this even more disturbing, is the fact that this is the most expensive phone I have purchased, and I feel like it is a lemon. *Almost immediately after purchase, I noticed crackling when I was talking or listening to a conversation on the phone, whether on the speaker or earpiece. Prior to my ** day return date, I researched reviews online, & saw this had been a problem. I telephoned the Topeka, KS store & spoke to the Mgr. She advised me I had two options, drive to Kansas City to the Apple Store, as there is not one in Topeka, or come back into the Topeka store and get a new phone, however I would have to pay AT&T’s $** restocking fee and then get another new iPhone XS Max. I chose to go to the Topeka store, as I’m ** years old, single, and with the weather having been bad recently, I did not want to make the drive. I went into the store, paid the $** restocking fee and got a new replacement phone. However, the experience was not pleasant, as the representative I had was not cordial or helpful at all. Unfortunately, after replacement I have experienced the same identical problem, the crackling when I’m on the phone whether talking or listening, there is crackling through the earpiece and the speaker, noticeable to myself and to the person on the other end of the phone. I contacted another manager at the Topeka retail store and advised that I was experiencing the same problem, this time they advised me I only had one option, and that was to take it to the Apple Store, that they could not replace it a second time. Needless to say, that did not make me very happy. I made an appointment with the Apple Store at the Leawood location in Overland Park, Kansas and took my phone in. I was advised by the representative at the Apple store in Leawood, that they could not and would not replace my phone, they would take a look at it and determine if there was an audio problem, then make a decision on what to do. I was there at the store for over an hour with the representative talking to me from another phone across the room and vice a versa. But unfortunately, the representative advised he could not find a problem. A wasted trip to Kansas City, which not only cost me time but gas, and I still have an iPhone XS Max, that has crackling through the earpiece and speaker, **% of the time. In addition, since then I’ve been laid off from my job. I’m expected to pay my bill every month, which is close to $***, but yet I can’t get any assistance in getting a new iPhone XS Max that works, the way a $**** phone should work, great, no it should be excellent. *Please advise. Thank you.
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AT&T

Customer service issue
Reported by GetHuman-psgreen
Feb 6th, 2019 - 4 mons ago
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Feb 6th 8:12pm