I've been posting in another thread, but I thought I'd post the conclusion here to start a new discussion.
I called AT&T Thursday evening to ask some questions about the iPhone 4s preorder, and the sales rep Yvonne is helpful enough to actually get my credit check going first so that the process on Friday will be even quicker. She offers to call me back the next day to complete the order, which I accept, but I decide instead to call earlier to guarantee a October 14th delivery.
I called in to AT&T at 8am on Friday to preorder two iPhone 4s and two iPhone 4, porting over four of our numbers from T-Mobile. The order went smoothly, and I was told that I needed to accept the terms & conditions and as soon as I did then the order could be processed. The service rep I spoke to (Andrea) said to expect them shortly.
Come the afternoon, I still hadn't received a terms and conditions. I called back to ask that it be sent out to me - Andrea answered and said she was resending it and to look for it in 15-20 minutes. At the same time I had a question about why my taxes were amounting to around $200 on a $800 order (turned out to be an issue with California taxes). Because it took so long to get an answer about this though, I was still on the line for a good 30 minutes and still no e-mail. I asked the new rep I was now on the phone with to resend the t&c, and this time was told that it won't be sent to me for a good 24 hours, and to call back the next day if I hadn't received it yet.
Now it's Saturday afternoon, and still no t&c. I call back yet again. This time I'm told that I won't receive the t&c until the order is ready to be shipped out, or 72 hours, so to expect it on Tuesday.
I hop onto these forums, where a couple of service reps are very helpful and inform me that I should have received the t&c within 90 minutes really. Clearly, everyone seems to have a different idea as to when the t&c can get sent out.
Sunday, I call back to AT&T yet again. This time Jerry answers, looks at my order for me, and tells me that it's been cancelled. According to him it's because I ordered too many iPhones. He talks to a supervisor for me, and they confirm that I hadn't actually ordered too many iPhones, and that whoever cancelled it had looked at the order incorrectly. He promises to call me back at 8am today to reprocess the order for me and rush it through so that I receive my order by the 14th.
Now, it's 8:44AM. I waited until 8:15 and hadn't received my expected call back. I call in myself because I have work at 9. Andrea answers and I tell her my situation and she looks up my order. She says that according to the notes on the order, my order was not cancelled because of too many iPhones being ordered but because they cannot verify the address in the order. She tells me that there's nothing they can do to reprocess the order over the phone, and that my only option now is to go into a store to place the order.
I asked for information as to why my address could not be verified, and she said they could not tell me anything more. So at this point now I've called AT&T customer support six times. SIX. I've basically wasted all of this time, because at the end of it now, my only way to LEAVE T-mobile and become a loyal AT&T customer is to go into the store.
No credit was offered to me, no guarantee for receiving the phones on the 14th despite the fact that I went through all the proper channels and constantly called as to inquire to the status of my order. There's really no point to even stay with AT&T at this point and this has completely wasted my time. This has been one of the worst experiences I've been through in terms of ordering online and communication from customer service.
