AT&T is not making me a satisfied customer

I am really disappointed with AT&T. Below is the letter I wrote to them.

I purchased an IPhone 4 as an upgrade in Sept at a corporate store. I asked about insurance. I was given only one option - a $70.00 year plan. I asked the salesman if something happened and i had to replace the phone, how that would work. He said instead of paying the full price, I would pay an amount that would be the like the upgrade fee I had just paid. I paid for the plan. I was not told this was not an insurance plan.

Today my phone was stolen from by bag. I called to file a claim. After several calls I was transferred to Apple where i was told that what I had purchased was not a insurance, but it was an extended warranty. It would not work for a stolen phone or a phone that had been damaged. I was told my the lady at apple that this was a very common thing for ATT customers to be misinformed.

After several more calls (approximately 2 hours on the phone) I was put back to customer care. I was told that there was nothing that could be done despite the fact that i had been misinformed by an ATT employee. I was not asking for a free phone. I only asked that I be able to purchase a phone at the same price that the salesman had told me I could. The last person that I spoke to said there was nothing he could do, but he would credit my account for the current balance. That would have been 199. He only credited it 100.00.

I have one line that has not been used in a year now. I could not cancel it even though my son had moved to a foreign country because I did not have his utility bill. It was suggested that I upgrade that line and buy the phone on that one. That would be fine, except my son will be home in 9 months and he wants an iphone as well. That means that I will have to order a new line of service in order to get him the phone he wants. I will continue to pay for a phone line that no one is using - at 10.00 a month I have already spent 120. I will have to spend an additional 240 on a line that no one uses in order to get him a phone.

I am very, very disappointed in this whole situation. I feel I am being penalized because of the incompetence of an ATT employee. Instead of offering me insurance as I requested, I was given a warranty. It is very frustrating to me that ATT will not stand behind their customer when it was an employee who misinformed me. There should be some way for me to be able to repurchase an Iphone 4 for the 199 without adding another line of service or jeopardizing my son's line and his ability to purchase the type of phone he wants.

As I said, I have paid 10.00 a month for 12 months and have another 9 months before he comes home. That is 210.00 of fees for a line that is not used by anyone. If I had not purchased the insurance I would not even be asking for this. In good faith, I bought a year of 'insurance' that turned out to not be insurance.

I would really appreciate someone taking care of this matter for me. As I said, I would be willing to purchase the phone at the rate of 199 and not jeopardize any of our other plans. I will also purchase the insurance that is 11.99 a month- an option I was not offered in September. I was told today they could not make it retroactive as that would be fraud. I think being told that I have insurance when I only have a warranty could also be construed as fraud. I have been a loyal customer for a very long time.

We had decided to stay with ATT despite the fact that my daughter has awful coverage in Santa Fe. At this point, I am very disappointed we made that decision. I wish I had been given the opportunity to purchase insurance for my phone. Had I been given that option, I would have paid the copayment today and had another phone on the way. Instead, I have no phone. The cell phone is the only phone that I have. I use it for personal as well as business. I will probably lose business because I am unable to access my phone. I must say I am a very dissatisfied ATT customer.

Sears has poor service

The letter I wrote to Sears:

My dryer went out over three weeks ago. I called the service dept and had a scheduled appointment for last Monday. The repairman came on Monday. he did not have the correct part so he made one work.

By the time I got home, the dryer was not heating again. I called back. I was told that because the call had no closed, I could not reschedule, but to call back first thing in the morning and they would come out that day. I called at 8 that morning. I was told the computer was down. I was told that it would be several days probably a week before it could be rescheduled. I told them that was not acceptable. I was told that the person I was speaking to would give my name and number to a supervisor and I would get a call back. That never happened. Later that day, I called back and was told that I could not get it serviced until Saturday. I was very unhappy. I asked for a supervisor. Again, I was told I would receive a call back. That has not happened.

I called back that night and was told I could get service on Wednesday. On Wednesday, the tech called. It was the same person who had been on Monday. He said that there was no reason for him to come out because he would have to order the part. I told him to order and have it over nighted so it could be here on Thursday. I was told that was impossible. That it went against the system. He assured me it would be here on Saturday or Monday.

Today is Tuesday. I still do have the part for my dryer. I called today and asked for a supervisor. I told them I would wait on the line since as of yet, I have not received a call back from a supervisor. He told me that I would have to wait for the part. I told him I am tired of waiting and asked if he could track the part. It said there was no way to track the part. I was furious and let him know. I asked for his supervisor. At that time I was put on hold again. I hung up after 15 minutes.

I am very, very unhappy with Sears. Over the last three years I have spent over 10,000 on appliances from Sears. I have purchased extended warranties on most of the products. I have never had a problem with any appliance or repair until this time.

I can not imagine a company as large as Sears being unable to track a part for my repair. I can not imagine a company as well known and respected as Sears treating a customer in such a manner as I have been treated. I don't even mean the fact that I have been a very good customer of Sears- just any customer.

I was told that I could rent a dryer and they would reimburse me. Will you also pay for storing my dryer as I have no place to keep it?

If I had an opportunity to fill out a customer satisfaction survey you can rest assured you would get the lowest possible scores. I don't know why in the world I am wasting my time writing this as it seems to me that no one there cares a bit.