Voyager
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4 Messages
Email address to file complaint
Hello. Does anyone know of an email address I can send a complaint to regarding my pre-order experience for an iPhone 8? I have tried for days to get a resolution to my situation only to be told today, sorry there is nothing we can do. I am trying to cancel a pre-order and have been told I can't even though an agent told me in chat I could and AT&T's own website says the following:
Cancel AT&T wireless order
If all or part of your wireless order hasn’t shipped, you can cancel it online. Otherwise, you’ll need to contact us.
At this point, I am tired of dealing with the situation when it should have taken 5 minutes and not days. It looks like I am stuck getting a phone I don't want (all I wanted to do was change the color). I will determine on Friday IF the phone even arrives what to do, but I would definitely like to send an email regarding this process.
Never again will I do a pre-order. This will be the first and last time for me.
formerlyknownas
ACE - Sage
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117.5K Messages
7 years ago
Att does not use email.
The private message system through the forum takes its place. You can contact by clicking here >> @ATTCares
replies come in the envelope or you can include the best way to contact you.
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exquizite2
Voyager
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4 Messages
7 years ago
Thank you. I will send them a message. Like I said, I am not hoping for a resolution at this point, but the entire experience has left a very bad taste. I appreciate your help.
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ATTHelp
Community Support
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232.1K Messages
7 years ago
Hello @exquizite2,
Thank you for your detailed report about your situation you had. You experience is an experience we never want a customer to have! I appreciate you taking the time out of your day to inform us.
Pre-orders can be a hassle at times due to the high demand of the new products as well as deserving customers having concerns with their orders. I understand you mentioned you made a mistake about ordering the wrong device. Depending on how far the order has processed, a customer is able to cancel the order. I apologize the agents weren’t able to do this for you as well as a supervisor not contacting you back! This is unacceptable and we appreciate any feedback you have provided for us.
I’m aware you did mention you are not looking for a resolution at this point. If you do end up wanting to discuss this further and to discover a possible resolution, please feel free to contact us back!
Thanks for reaching out to us. I hope you have a great rest of your day!
Adam, AT&T Community Specialist
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exquizite2
Voyager
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4 Messages
7 years ago
It is now 8 days since I ordered the phone and I am still waiting for it to be returned so I can re-order the correct color. I tried to cancel the phone 1 day after ordering it. None of the agents could figure out why I was unable to do so considering the phone hadn't shipped. However, a few days before launch day, I believe I figured it out once the tracking info finally populated with FedEx.
While on my end, my phone still showed as preparing to ship as of 9/18, in reality, it had already shipped according to FedEx with the status of "future delivery requested." See attached screenshot. Basically FedEx had a note that said do not deliver until Friday in big red letters prior to delivery on 9/22.
As a customer, it was a hassle and the fact that no one at AT&T could figure this out was a bit disappointing. So here it is and I still don't have a new phone after many phone calls and time spent with customer service. The returned iphone for some reason has been sitting in the distribution center for 2 days and was finally updated with a status updated today. Then, once it is received, I still have to wait until my upgrade is placed back on my account. Is there a way to expedite that process at all?
Also, could you answer for me if I am on AT&T next, when I finally get this resolved and get my phone upgraded, can I return my old phone to a store or do I have to mail it back.
Thank your for following up and for your time.
[cid:928372c4-0fe3-4c3b-a5eb-91540242ecc7]
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