This email is the result of a very frustrated customer being totally ignored by ATT customer support. I know that you are way up the chain but I figure you can delegate this to someone who can use more common sense than I have encountered using the normal customer complaint channels of ATT. I have been waiting for a phone call from ATT customer support after they supposedly reviewed my case concerning getting a different model of phone instead of the broken Pantechs I have been receiving. I find it hard to believe they really did any reviewing since they Lauren White (ATT REP I spoke to) didn't even know the telephone number that I was calling about and also didn't know that it involved 2 phones. (I just got off of the phone with a person named Lauren White.) Miss White informed me that I am only going to get the same faulty phone from the warranty department at ATT . Again just like a robot it was repeated several times that when I signed the contract I agreed to this warranty. Heres the problem. When I signed the contract I didn't know I was getting a faulty phone, and I imagine ATT didn't know it at the time either, although they know now and refuse to fix the issue. It doesn't take a lot of research on the internet to prove that the pantech reveal has a problem getting stuck on hold. When it does this it uses the customers minutes until you notice it. At that time all the keys are locked and you cannot even turn the phone off, it is completely frozen. You have no choice but to remove the battery to make it work again. Now we have had 3 of these phones, One that my wife is currently using that was called in months ago and att told her to do a master reset. Unfortunatley a master reset proves nothing because this is an intermittent problem that only shows up about every 3 weeks or so, so no matter what the result of a master reset is you still have no way of knowing if the phone is fixed until it fails again (which it did and continues to do) Now the second pantech device is mine. I called it in (1.5 hours on phone with ATT every time) and had it replaced about a month ago. It is starting to fail now as well. So that is 3 out of 3 that are bad. This caused me to go online and do some research, I googled "my pantech gets stuck on hold" and found more than enough info needed to determine this phone has a software problem of some sort. I actually didn't know my phone was a "REVEAL" model until a ton of hits came back concerning that model, So next I googled "pantech reveal" to see a picture of the phone and sure enough that is my phone. The main sight I looked at was a Pantech USA facebook talk forum. It shows a woman having the problem and the back and fourth emails with Pantech to try and fix the issue. After a lot of back and fourth with Pantech USA the woman got another Pantech reveal and guess what... It failed again (she was happy though because as she put it"its only failed twice since I got it"!!!. After that a ton of people chimed in with the EXACT SAME ISSUE with that phone. I find that people generally don't go on the internet until they are pretty upset and frustrated. So here's the problem, According to Lauren White it is my problem because I signed the contract agreeing to this warranty process. When I countered with the fact that when I signed the contract I assumed I was getting a phone that didn't have a software issue that effects many of these phones across the United States. You take it in good faith that you are receiving a normal phone with reasonable reliability. That isn't the case with this phone. So the contract in my view is void. Also my so called warranty she is insisting I accept runs out on the 13th of this month. I told her that if ATT insisted on giving me 2 more of these faulty phones they were going to have to extend my warranty to the end of my contract (at which time ATT is losing my family as a customer because of this shabby customer support) She droned on that I signed the contract and that is what they do with all their phones. I said "you are asking me to accept a faulty phone that uses my minutes when it fails, that isn't reasonable and isn't what you expect out of a reputable company when you sign a contract with them" She again refused to accept that. As I said I can prove that this model is faulty and so can you if you spend 15 minutes googleing it!!! I asked her to have her Manager (Vickey Nelson ) call me back and she refused saying that she was the only person I was going to get to speak to! I said why don't you run that past Miss Nelson and let her decide if she wants to make this right and she again told me NO! Now I ask you, Do you think this is the right business decision for ATT? Do you think it is reasonable to make me accept a phone that I can prove is faulty and have had 3 of them of which ALL of them have had the EXACT SAME ISSUE?? My experience with ATT is that they are unwilling to apply any measure of common sense to this issue. The Pantech reveal is faulty. So why in the world would ATT insist that I have to accept this phone?? How can ATT quote me my contract obligations when they are not keeping up their end of the deal by providing me with a reasonably reliable phone?? As of right now ATT has made it clear that they do not care in the slightest about that fact. They will try to force me to take this faulty phone which will have no more warranty in a weeks time or they will seek a penalty fee from me for leaving my contract early. Does this sound even remotley honest or reputable of ATT? Oh Miss White did inform me that when the phone breaks again I do have the option of upgrading and extending my contract...What in the hell is up with that? If I have to explain to ATT why this is utterly wrong for them to handle this issue like that then you have bigger problems. I want resolution to this issue. I want an answer to these questions. I will continue to complain until I get a reasonable response from this very large and successful company!!! I would appreciate a response from someone who can make a decision and doesn't expect me to accept this crooked contract. If not I will explore every avenue on the internet as possible to let as many people as I can (using the internet) aware of how ATT is doing business. I really am surprised that ATT is letting this issue go this far. It's past rediculous. Greg Jaeckel 253-833-3013 is my home, 253-249-3625 is my ATT work number, 253-347-4386 is my ATT personal number as well as 253-632-3013 and 253-670-0788. You have certainly lost me as a customer if things don’t change quickly.

-----Original Message-----
From: JOUDI, MARYMICHELLE (ATTCINW) [mailto:[email protected]]
Sent: Sunday, March 06, 2011 10:36 AM
To: Greg & LeeAnn
Subject: Out of Office AutoReply: terrible customer service

Thank you for contacting AT&T Mobility. I'm currently out of the office. For urgent matters, please reach out to my Manager, Gary. Otherwise, all concerns will be addressed upon my return.

MaryMichelle Joudi
AT&T Mobility
HQ - Office of the President