I purchased an i5S for my daughter at at ATT store... the sales person talked me out of getting Apple Care, stating 'if you buy the ATT insurance, if your phone breaks you pay $149 and we send you a NEW PHONE.. The phone they sent was a USED phone, which was defective. ATT agreed to replace the defective phone, but again would not send a NEW phone. Instead, the customer service rep on the phone said "the phone we will send is 'Certified - Like New!!!' Gently used by ATT employees or folks who only use the phone 14 days and return it. It will be perfect". Well, the Certified Like New phone arrived broken, you could hear and feel the screen clicking and moving. Again, the pleasant and very helpful (truly!) ATT representative agreed to replace the phone, and again refused to honor the sales agreement that a new phone would be sent if my original broke, and promised that the Certified Like New phone would be great.
I want ATT to honor the sales agreement. I feel cheated, and abused. We have had 4-5 lines with ATT for over a Decade. If this is not made right, we will be moving to another carrier. This is so wrong in so many ways - I hope someone from ATT can step in and fix this.