What is happening with 3G?
exquizite2's profile

Voyager

 • 

3 Messages

Wed, Sep 20, 2017 5:53 PM

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.

ACE - Sage

 • 

92.1K Messages

4 y 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.  

 

Voyager

 • 

3 Messages

4 y 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. 

ATTHelp

Community Support

 • 

180.2K Messages

4 y 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

Voyager

 • 

3 Messages

4 y ago

Hi Adam. Well thank you for responding. I sent a PM to ATTCares days ago and never received a response so i'm glad at least someone did. I am not certain if you are responding to that post or the one from the forum.

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]
Need help?
The new iPhone 13
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.