11-14-2012 07:35:57 PM
Dear Sir or Ma'am,
I ordered an iPhone 5 and a Samsung S3 in September through the premier website. The iPhone was supposed to be delivered within 28 days; the Samsung less than that. I got the Samsung later than it should have been, and the iPhone was never delivered after 49 days of waiting. I was never contacted by ATT during this process. I did try to make contact; I stopped into a retail location 4 times, and made repeated phone calls to multiple ATT departments. I generally received non-answers from the retail locations, such as "ATT is getting a big shipment of iPhones next week" or hopeful messages from customer service, such as"Oh, it's already been 28 days. That means your phone should be shipping very soon".
On to my second problem. I have tried to activate my Samsung S3 multiple times, all to no avail. I follow the instructions that came with it, but that does not work. I called ATT Premier to help me with it, and they told me they cannot help me with it because there is a problem with the data plan that I chose ( I merely followed instructions and choices as listed on your website. What could possibly be "wrong" with the data plan that I chose?). They told me I had to talk to Customer Service. I called customer service, and the gentlelady assisting me said that she cannot do anything with the phone, due to it being a GoPhone. No.....it is not a GoPhone. It is not listed as being available as a GoPhone. Why am I continually told this phone is a GoPhone? I call customer service, input the number that I have been given on my receipt, and it brings me to the GoPhone dept. I am finished trying to do your work for you. I am going to treat the Samsung Galaxy S3 that I have ordered from you as an expensive paperweight, and as a lesson learned. The iPhone from Premier is simply a myth, a legend that I want to catch a glimpse of, but cannot.
I have spent too many hours on hold, talking to representatives, being transferred, and being told something is wrong with this account/line/phone/plan/etc. I've tried to make this work, your systems and processes simply don't work. Again, I'm done trying to do your company's work for you; it is time to move on.
P.S. I did try to post to the General Wireless Care section, but it will not let me change the board selection.