AT&T lied to me

[JustRegard21]

Well this has certainly be an interesting week. I was up waiting starting at 12:00 PM EST the day before pre-orders for the iPhone began and when 3:01 AM EST came around well ATT's website starting slowing down. The best part of it all was the ONLY place I could order the iPhone 5 was through AT&T's small business premier portal. So even though I was up and waiting to order I couldn't get it through apple.com because when trying to do that it said business customers must get it through ATT. I couldn't order it through ATT's main shop since I had a business account either.... so I tried waiting on hold only to get some nice random disconnects (while using my iPhone on the ATT network) and even getting to wait on hold for upwards of 2 hours.

Finally 7:00 PM EST came around and the message from ATT that said something along the lines of "Our website is down for maintenance please check back later" finally went away so I was able to purchase my 3 32 GB iPhones for myself and my family. Well yesterday I called ATT because I needed to get AppleCare+, another thing I would have been able to get if I could have purchased it off the apple.com store. The ATT rep told me to call back when I had the phone on Friday and they even told me that my iPhones would be delivered on Friday the 21st. So today comes around and I get a nice email from ATT telling me that my iPhone will be delivered in 14-21 days.....

I called ATT up talked to supervisors etc and they all did absolutely nothing. I have been a loyal customer with ATT for over 10 years, I have land lines in my office, house, I have internet, tons of cell phones with them and they have the audacity to lie to me. I am furious at ATT for restricting me to only have one option to get the iPhone 5 for my expired contract phones. They gave me and im sure many others the bait and switch and shut off their business site for numerous hours which stopped me from even getting to preorder. I would appreciate hearing what an ATT rep has to say other then some generic lies and I want some help in fixing this.

My wife even talked to numerous supervisors today and one of them pretty much told her to "screw off". She told them how they had lied and our track record and they said we don't care and if you want to use another provider youll still have to wait to get it. Well guess what ATT, I get dropped calls all the time and if I order from Sprint I can get it in a week so your reps are really misinformed it seems.

PS: I have this forum link bookmarked, screenshoted, and archived so when you decide to delete this ill just add the fact your trying to cover your butt to my Better Business Buereua complaint as well as every review site, and scam report site I can find I will be putting in if this issue doesn't get resolved. As well as email proof that has been sent to me regarding my delivery and all other proof I have.

SIncerly,

An upset customer who would like a real response

[Facci]

My initial response is "WOW!!!" It's just a delivery date. You will get your iphones, it's not like they took your money and won't give you the phones. I think you need to lay off the coffee. This is the something like the largest launch of a phone, give them a break! BTW - No one here will delete your post!

[Jiggadhu]

I understand being frustrated cause I too stayed up until 3:00am EST, but seriously calm down a bit. Like the other person said, you will get it,. Just may take a couple of weeks. 

[JustRegard21]

Im not actually drinking any coffe im just extremely upset with the customer service ATT has provided for me. Way back when the first iPhone came out ATT gave me a whole run around changing estimated shipping dates. They messed up on our bill once so they said they would give my wife an iPhone 4s as an apology and they told me it would not affect out current contract length and we would be able to renew it with the rest of the phones. That didn't happen either.

Then ATT tells me that I am going to get the phone on Friday, the order status page says its shipped and then they tell me the order went through on the 15th even though on the att website it shows it was purchased on the 14th. So all in all I have just gotten a bunch of lies. Just because your a big company doesn't give you the right to screw over your customers. Especially those who spend a large sum of money each month on numerous services and have been a loyal customer for over a decade.

[Facci]

It may not even take as long as they say. You could get it early and all this getting angry will be for nothing.

[Jiggadhu]

Yeah I would actually be really upset about that 4S thing and they extended my contractwithout me knowing. Here's what I can tell you, if you find that you have a tracking number, it will probably get there on time. FedEx has been given strict instructions by Apple to not deliver any of these until, 9/21.

[Jiggadhu]

https://www.wireless.att.com/order_status/order_status

Try putting your info in the link above. If it comes saying the carrier is FedEx and gives you a tracking number, then you're probably okay. Tracking number from what I understand won't start working until tomorrow.

[Mikey246]

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JustRegard21 wrote:

 Just because your a big company doesn't give you the right to screw over your customers.

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FYI, we are all just AT&T customers here. We aren't employees. This is just a customer forum.

[JustRegard21]

Yes I am aware that most users here are just customers but I was referencing that to the ATT staff who do actually read through the forums. And I checked my order based on my phone # it said the status was shipped but it didn't provide a tracking number or carrier. When I called ATT about it they said it hasn't been shipped, got to love how ATT just keeps contradicting themselves.

[Jiggadhu]

Did you go to the link I posted above? Does it give you a tracking number?

[cousintim]

You're mad.  We get it.

That said, a little less name-calling may lead more people to offer help.

[mystery123]

It is much easier to advise but being in a position of being taken for a run.....i had the same experience couple of hours back..these guys a bunch of................................................

[JustRegard21]

@cousintim it seems the only thing ATT will listen to is reality since all they do is lie to their customers and try to beat around the bush. (AKA well give you Unlimited Plan BUT if you go over 3 GB were going to throttle your speed, we'll let you use Facetime through cellular BUT you have to buy our specific bundle plans.) I honestly cannot think of anything ATT has ever done to do something nice so I don't see why they deserve anything nice in return. Especially since all they have done is lie to me.

[wingrider01 ACE - Geek]

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JustRegard21 wrote:

Yes I am aware that most users here are just customers but I was referencing that to the ATT staff who do actually read through the forums. And I checked my order based on my phone # it said the status was shipped but it didn't provide a tracking number or carrier. When I called ATT about it they said it hasn't been shipped, got to love how ATT just keeps contradicting themselves.

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their are only a couple that are official - and if you take the time to read the disclaimer they are not speaking for att, so your screen shots are useless, although in 99 percent of the cases screen shots are useles anyway becuase there is no wyat to provie the integrety of the items shown, to simple to photoshop what is showne

[wingrider01 ACE - Geek]

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JustRegard21 wrote:
@cousintim it seems the only thing ATT will listen to is reality since all they do is lie to their customers and try to beat around the bush. (AKA well give you Unlimited Plan BUT if you go over 3 GB were going to throttle your speed, we'll let you use Facetime through cellular BUT you have to buy our specific bundle plans.) I honestly cannot think of anything ATT has ever done to do something nice so I don't see why they deserve anything nice in return. Especially since all they have done is lie to me.

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darn - that is the same tone that the other carriers are taking, sounds like you need a new company. Want something nice done by att - how about allowing a customer that is on a grandfathered unlimited plan the ability to retain the plan and not pay full retail price for a upgrade, how about keeping the tiered plans and not forcing new customers to pick a shared plan when they don;t need it.

If they never did anything nice they would have followed in verizon's footsteps and forced people that have grandfathered unlimited plans off of them if they want the latest and getest cell toy for less then 649.00 for a 16GB.

[neophreak007]

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JustRegard21 wrote:

Yes I am aware that most users here are just customers but I was referencing that to the ATT staff who do actually read through the forums. And I checked my order based on my phone # it said the status was shipped but it didn't provide a tracking number or carrier. When I called ATT about it they said it hasn't been shipped, got to love how ATT just keeps contradicting themselves.

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I placed my order 5 minutes before yours through Premier as well and confirmed for delivery tomorrow via FedEx.  The fact that you have a shipped status is a good sign.  I would check your status again throughout the day as the shipping data gets synced up among the various parties.  Obviously, with the volume we're talking about here, there's going to be a lag time before everyone is on the same page so to speak.  I would be surprised if your phones didn't come tomorrow...

[AntelopeJim]

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JustRegard21 wrote:
@cousintim it seems the only thing ATT will listen to is reality since all they do is lie to their customers and try to beat around the bush. (AKA well give you Unlimited Plan BUT if you go over 3 GB were going to throttle your speed, we'll let you use Facetime through cellular BUT you have to buy our specific bundle plans.)

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Neither of those examples are lies. You can use unlimited data for a set price. I used 90GB last month and paid the same price as a year ago. You can use Facetime through cellular if you sign up to use Facetime through cellular. Sounds about right.

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JustRegard21 wrote:

I honestly cannot think of anything ATT has ever done to do something nice so I don't see why they deserve anything nice in return. Especially since all they have done is lie to me.

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Nothing nice for you? Like letting you keep unlimited data when other carriers are forcing people into tiered plans or paying full price for a phone? Or like being able to surf the web while being on the phone? The entitlement is strong with this one.

[jamileh]

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JustRegard21 wrote:

Well this has certainly be an interesting week. I was up waiting starting at 12:00 PM EST the day before pre-orders for the iPhone began and when 3:01 AM EST came around well ATT's website starting slowing down. The best part of it all was the ONLY place I could order the iPhone 5 was through AT&T's small business premier portal. So even though I was up and waiting to order I couldn't get it through apple.com because when trying to do that it said business customers must get it through ATT. I couldn't order it through ATT's main shop since I had a business account either.... so I tried waiting on hold only to get some nice random disconnects (while using my iPhone on the ATT network) and even getting to wait on hold for upwards of 2 hours.

Finally 7:00 PM EST came around and the message from ATT that said something along the lines of "Our website is down for maintenance please check back later" finally went away so I was able to purchase my 3 32 GB iPhones for myself and my family. Well yesterday I called ATT because I needed to get AppleCare+, another thing I would have been able to get if I could have purchased it off the apple.com store. The ATT rep told me to call back when I had the phone on Friday and they even told me that my iPhones would be delivered on Friday the 21st. So today comes around and I get a nice email from ATT telling me that my iPhone will be delivered in 14-21 days.....

I called ATT up talked to supervisors etc and they all did absolutely nothing. I have been a loyal customer with ATT for over 10 years, I have land lines in my office, house, I have internet, tons of cell phones with them and they have the audacity to lie to me. I am furious at ATT for restricting me to only have one option to get the iPhone 5 for my expired contract phones. They gave me and im sure many others the bait and switch and shut off their business site for numerous hours which stopped me from even getting to preorder. I would appreciate hearing what an ATT rep has to say other then some generic lies and I want some help in fixing this.

My wife even talked to numerous supervisors today and one of them pretty much told her to "screw off". She told them how they had lied and our track record and they said we don't care and if you want to use another provider youll still have to wait to get it. Well guess what ATT, I get dropped calls all the time and if I order from Sprint I can get it in a week so your reps are really misinformed it seems.

PS: I have this forum link bookmarked, screenshoted, and archived so when you decide to delete this ill just add the fact your trying to cover your butt to my Better Business Buereua complaint as well as every review site, and scam report site I can find I will be putting in if this issue doesn't get resolved. As well as email proof that has been sent to me regarding my delivery and all other proof I have.

SIncerly,

An upset customer who would like a real response

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After reading your post, it looks like you were able to order them at around 7pm on the 14th. Is that correct? The 14-21 day shipping estimate is correct and I apologize that the representative told you your phones would arrive on the 21st. He should have clearly stated they *may* arrive on the 21st and provided the 14-21 day shipping time as an expectation. 

As an aside, as you are a business customer; I recommend check out our business forums: http://bizcommunity.att.com/ There you will find resources specifically designed to assist small business owners such as yourself. 

[Mingotime]

I know how you feel because they lied to me too. Placed an order for the new iphone5  Sept 14 and was told that I would get my phone on Sept 21 and got an email conformation with the order num. called my bank and they charged my account. So when I check the status of my order it says that I ordered  sept 15 so I called att and they told me yes that I ordered sept 14 but some how it was procced  sept pushing me back and people that ordered way after me are getting their IPhone 5 sept 21. It's not fair because I was up all night waiting to place my order and was lied to.  Now they say I have to wait till oct 4 or oct 14. I am so angry and I'm gonna switch to Verizon.

That's what you call bad costumer service.

[DaveMertenMobi]

FYI...you can get your AppleCare Plans off eBay for about 1/2 retail. You have up to a year to buy them too. 

Dave.Merten.Mobi

[wingrider01 ACE - Geek]

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DaveMertenMobi wrote:

FYI...you can get your AppleCare Plans off eBay for about 1/2 retail. You have up to a year to buy them too. 

Dave.Merten.Mobi

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really? Considering Apple will not activate the new Apple Care+ plans if you try to add it if 30 days have lapsed from when the phone was registered that is interesting. Or do you truely mean the dicontinued Apple Care plans and not the new Apple Care+ palns

[wingrider01 ACE - Geek]

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Mingotime wrote:

I know how you feel because they lied to me too. Placed an order for the new iphone5  Sept 14 and was told that I would get my phone on Sept 21 and got an email conformation with the order num. called my bank and they charged my account. So when I check the status of my order it says that I ordered  sept 15 so I called att and they told me yes that I ordered sept 14 but some how it was procced  sept pushing me back and people that ordered way after me are getting their IPhone 5 sept 21. It's not fair because I was up all night waiting to place my order and was lied to.  Now they say I have to wait till oct 4 or oct 14. I am so angry and I'm gonna switch to Verizon.

That's what you call bad costumer service.

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Sorry, don;t think a delievery date was promised, as far as switching to verizon you might get lucky and find one in a store today, but look at it's limitations and additonals costs - like paying the etf on your current phone if you are not out of contract - and upgrade date >< contract end date