Announcements

For the latest on our response to Coronavirus (COVID-19), click here.

New Member

 • 

3 Messages

Tue, Feb 4, 2020 8:01 AM

Why can no one help?

I spent the entire day on the phone trying to fix my order because a phone was shipped to me broken. Literally no one helped me, I was sent to every single department. Put on hold dozens of times. Even asked to speak with a supervisor, was told they would call me back because they were on the phone with another customer, was told they would call in 15-30 minutes. I waited over two hours, nothing. I had to call again just to be given another run around. Eventually was given yet another department to talk to because apparently no one in any department actually does anything and they just pass you back and forth until you give up. We finally spoke with someone who said that I did not have to wait for the phone to be returned by FedEx because the tracking information clearly stated that we did not accept the broken phone. She went to place an order for me and the system I guess shut down. She told me I would get an email to verify everything and when i open it it does not load. I called again, and was on the phone for another hour trying to get that fixed just to be told that I can't get a new phone and that I have to wait for the phone to be sent back so they can cancel the new installment plan and then re order my phone. The customer service is literally the worst I have ever dealt with. I am honestly probably switching carriers since I apparently cannot just upgrade my phone, but will probably still be charged for a phone that I have not been using let alone did not even accept. The fact that no one knows how to do anything and that a supervisor refuses to get on the phone says a lot about your lack of care for loyal customers. It is extremely unprofessional.

Responses

lizdance40

ACE - Sage

 • 

71.6K Messages

2 months ago

You were told that the broken phone was refused. And when the broken phone is returned and your upgrade reset, but then you can order a new phone.
This is exactly how it should be. How is this a problem for you?

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

 • 

7.4K Messages

if you didnt accept it then how did you know its broken? delivery services wont allow you to open the package until you accept it.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

 • 

3 Messages

Except for the entire box was broken apart and taped back together, the driver showed us everything.. he said to refuse it.

New Member

 • 

3 Messages

My issue is I kept being told different things. Not a single person we spoke with was on the same page. I kept being put on hold because they "did not know how to do something" and the one time I maybe figured out what would happen, they were going to charge me extra even though I did not break the phone.
lizdance40

ACE - Sage

 • 

71.6K Messages

He was correct. Most likely the phone had been stolen out of the package if not destroyed. You did the right thing to the refuse the package. However, AT&T will have to get the package back and process the reverse to your upgrade.

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

 • 

71.6K Messages

Has the phone been received back? Can AT&T at least verify that?

🐾 (The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
AT&T TV – All Your Entertainment In One Spot.  Learn more…