Similar experience first of last week, only with US Cellular. My plan now has 4 phones on it, myself and three of my kids. My oldest daughter just got her own plan. When we went in the local store about a month and a half ago to get my daughter set up on her own plan, I also got a new phone for my son.
Well, there is a problem with the new phone, so my son and I took it to the store to get it checked out. We explained the problem to the fella who "helped" us and also told him what we did to try to correct the problem. At this time he just said he would have to send it in for warranty repair and would take up to 8 weeks. Never looked at the phone, never even picked it up. But he did receive and return three text messages during the time we were explaining the problem.
I ask if it was possible a reset of the phone would solve the problem, at which time he mumbled something, connected the phone to his computer and ran some kind of test on it. During this time he received a phone call about a party he was going to after work and several more text messages. Finally he told me the computer says nothing is wrong with the phone and he would have to send it back.
At this point I took the phone from him and told him not to worry about it, since he seemed more interested in texting and talking to his buddies than doing his job, I would go to another store. He got defensive and claimed he had done everything he could do, and if I had a problem with the service I received it was my problem, no this.
I drove 30 miles to another store, where the representative actually checked the phone out indepth and attempted a reset of the phone. Yes it did need to be sent out for repair, which I do not have a problem with, but at least I dealt with a representative who was focused on the customer.
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