Beware! - AT&T Customer Service Falls Short

[acissej2323]

I've been an AT&T wireless customer since 2006.  During this time, I have had no need for assistance with customer service until recently.  I decided to upgrade my phone from an Apple 3GS to a 4S.  I did this over the phone.  I contacted a number found on the website and placed my upgrade order.  I was told that I would be in receipt of the phone in approximately 4 days.  Fine.  Great.  Can't wait.  That was on June 5th.

On June 9th, I discovered that the postal service in my city received the phone and logged it as undeliverable.  According to the post office, there was something wrong with the way the street address was labeled.  Most likely that it was illegible.  It was to be returned to the sender.

Upon receiving this news, I immediately contacted AT&T and explained the situation and to see what my options were. I would have liked it if the order could be cancelled so that I could go to an AT&T store and purchase a new phone right away using my upgrade.  I was connected to one of the rudest service associates I think I may have ever encountered.  She was willing to contact the postal service, but it would have to wait until the 13th because she was scheduled to be off of work the 11th & 12th.  I tried to speak to a supervisor at which point I was put on hold for 20 minutes.  Once back on the line, she just relayed what her supervisor had apparently told her!! (when asking for a supervisor....get a supervisor on the line.)  She then tried to tell me that she was unable to even see that I ordered my phone using an upgrade and that at the time I purchased the phone I was ineligible for an upgrade.  (total bull)  At this point I was becoming evidently frustrated at which she decided that it would be best to transfer me to another department.  Her excuse was that it was not her department from which the phone was ordered from.  As opposed to transferring me to an actual person, she dumped me into yet another automated menu. (which anyone can tell you is exactly what one does not want to experience at this level of frustration).

Luckily, I was then transferred to a lovely service associate who was actually able to explain my options at that time.  I understood nothing could be done until the phone was received back at the warehouse. I would then be able to order a new phone a get a refund. 

June 15th - the phone has yet to make it to the warehouse.  Frustration level-extreme!!  At this point, all I want is to be able to get my money back and purchase a new phone at the upgraded cost.  Is that too much to ask for?!  According to the postal service tracking, the phone was on its way back to Ft. Worth.

I decided to give customer service another call to see if anything could be done.  I was connected to a gentleman who put me on hold after I had to explain for 5 minutes what had occurred.  After 10 minutes of being on hold-the phone call was disconnected (Not By Me!!.....I was on a landline, so it wasn't as if there was a dropped call - not that that ever occurs anyway with AT&T)

I immediately called back and spoke to another gentleman who was very eager to help me.  I really appreciate his enthusiasm and willingness.  He even tried to call USPS, which is a task I wish upon no one.  He explained to me that once USPS tracking showed that the phone was delivered to Ft. Worth, my refund would be processed and I would then be eligible to purchase a new phone using my upgrade.

June 18th - Phone -  delivered.  Refund - not processed.  Eligible for Upgrade - No. 

I spent a total of 1 hour 26 minutes on the phone with AT&T.  Transferred twice, though if it were up to the second associate, it would have been 3 had I not told him I would not stand to be transferred another time. 

Paperwork was completed to have my refund processed....which news to me can take up to another 4 business days!!  And in the end, I was reinstated my ability to use my upgrade immediately.  That's all I wanted in the first place!!!!!

No one is willing to take ownership of this situation and do what's right for the customer.  I am extremely disgusted with the level of service I received.  I now have the ability to renew my contract and upgrade my phone......but, I think I'll pass. 

There's many other cell phone providers that offer similar products now days.  It's the customer service that sets one apart from another.

Sincerely,

Future former customer

[Caboose1988]

I understand why your upset (I would be to if I was in your shoes). There are some bad apples no matter were you go. People unwilling to help or even show they care. As some one who works for AT&T I am very sorry you had experience this. I don't believe this is AT&T way of customer support. Im glad you were finally able get the iphone refunded ( even if it did take almost a month). Its sad to hear that you are considering leaving AT&T. Sometimes you will get the bad reps and the bad customer service. I believe that no matter were you go whether Verizon, Starbuck, or Burger king you are going to have those bad days. But please don't let these bad experiences you have had affect how long you have been with company. I can promise you not all of the reps are bad. I agree with you that when they seen the phone was on its way back AT&T should of been able to reverse all charges and contract so you can go to the local store and pick up your phone. If you decide to leave AT&T I understand and would not blame you at all But I ask to only give them another chance.

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[ujmnz]

Where I used to work, as soon as we saw the phone was being shipped back to us, my manager would do an upgrade reversal to allow you to immediately upgrade again. The refund of course, they could not do anything about, it would be refunded automatically once the phone was received. I believe they should have offered you that upgrade reversal though, my managers never had issues doing that. 

[acissej2323]

I completely agree with you.  Something should have been done right away to rectify the matter.  I kept being informed that I had to wait until it was received in the warehouse.  Once it was received, they later changed the story stating that I had to wait for the appropriate paperwork to be filed and processed.  Ridiculous.  I was offered credits towards my account.  But looking at it now....it seems like those credits have mysteriously disappeared!