06-13-2012 07:29:45 PM
My wife and I have spent the last 2.5 hours trying to place an order on the Premiere site. We want to establish two new lines and buy new smartphones. She is able to log into the site and is verified to place an order. We get ALL the way to the last screen and submit the order, and are greeted with the following message:
" Thank you for using the AT&T Premier website.
Unfortunately, there seems to be a problem with your request. To place your order today, please call 1-866-499-8008, Monday-Friday 8:00A.M. to 10:00P.M. ET. We apologize for the inconvenience."
When she called the number, five different representatives (some quite helpful) tried to recreate the error. She is always forwarded to Customer Care, who tell us that they can't place her order because the phone she selected in Premiere is not visible to them and can be only ordered there. She can't order it there because the website has the vague error after the order is placed. On the last three calls she insisted on speaking to a supervisor and was asked to restate the entire problem each time and then either dumped back to Customer Care or told that a supervisor is not available and, since we don't yet have a number, it cannot be escalated to one.
Other facts: We have tried three different browsers and all lead to the same error. Also, someone in Customer Care checked and said there are no old holds on the account.
So, the problem is: the website does not work and directs us to a number where people say they can't help us and send us to another number where they say they can't help us (and only the other number can). This has already taken over three hours today. My wife told me that she has had it and will not be pursuing the service, but I convinced her to try ONE LAST TIME (here).
I am truly amazed that there is no one via the phone that we can contact to resolve this.
06-14-2012 08:15:19 AM
What phones are you trying to buy?
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06-14-2012 04:09:37 PM
A One X and a cameraless phone that is, apparently, only available in Premiere.
I don't understand why we are getting bumped around and why we are unable to speak with a supervisor. Is this a company policy?
06-17-2012 09:07:35 PM