The iPhone 17 Pro Saga: A Customer’s Unexpected Journey with AT&T

Reddit user snlfanboy shared the story of an extremely unsuccessful purchase of the iPhone 17 Pro from the American carrier AT&T. Instead of a brand new device, the customer received a box with broken factory seals and a smartphone with a smudged screen. Apparently, the carrier sent a returned item under the guise of a new product.

The attempt to return this obviously used product turned into a multi-day marathon for the buyer. AT&T’s technical support refused to process the return for several days, claiming that the order was made online and the customer had no “witnesses” present during the unboxing. In total, the victim spent over 10 hours on phone negotiations with the company before the carrier agreed to an exchange.

However, the misadventures didn’t end there. When the exchange procedure finally started, the financial terms of the deal changed unexpectedly. Initially, the customer purchased the smartphone with no down payment and a tax of $91. When processing the replacement, the system suddenly demanded an advance of $165 for a “re-check of creditworthiness” and increased the tax amount. As a result, the contract cost tripled for the user – up to $272.

Currently, the situation is at an impasse: the user’s account is “frozen” in the system, the return of the opened phone is not officially confirmed, and the money for the first order has not yet been returned. Reddit users advise the victim to file a complaint with the US Federal Communications Commission (FCC), as such actions by a major provider appear to be a direct violation of consumer rights and an attempt to profit from their own logistical error.

Ongoing Customer Service Challenges

Over the past month, various technology retailers, including AT&T, have faced increased scrutiny from customers regarding return policies and customer service response times. This highlights an ongoing trend where retailers need to improve transparency and efficiency in handling customer complaints to avoid public backlash.

The Allure and Challenges of the iPhone 17 Pro

The iPhone 17 Pro, launched recently, has generated significant attention for its cutting-edge features like the new A17 chip and advanced camera systems, considered among the best in the market. However, it is also receiving criticism for multiple issues ranging from battery performance to unexpected glitches, which Apple is actively investigating and addressing in upcoming software updates.