ATT needs to make it right
Here's an outline of what has occurred:
about May 4th: rec'd call from ATT rep to offer free internet for life
May 10th: I placed an order to get 2 new wireless lines, free home internet, 35 tv channels, and two new free LG G6 Duo phones. Chose these phones as Apples would not work well with my daily life, and these android phones were the best available for free. BOGO offers were too expensive
May 13th: rec'd email saying the phones were expected to ship 5/13-5/15
May 17th: online chat to find out about the ship date. told the new expected dates were 6/12-6/14
May 20: online chat re: new acct letter rec'd in mail. Expected billing issues were clarified and fixed due to the fact phones had not shipped or were activated
May 21-June 12: various avenues pursued to find out ship date. ATT could only tell me 6/12-6/14
June 15: online tool said order was canceled without notice
spoke to 5 different reps for answers. Given 2 or 3 different numbers to call (all to the wrong departments). Finally had to call back Monday the 17th as it got too late in the day to reach someone
June 17: one number given to me (305-260-1793) just rang and rang (multiple attempts).
called 866-662-4548, one of the other numbers given. Transferred to another number. Rep at this number tried to substitute cheap phones for the G6's. I was upfront and told him I did my homework so I knew all the prices/specs. Manager could not help either.
opened up chat in Twitter with ATT cares. Explained the whole situation and waited. Answered random acct questions and at 4 pm the rep just tweeted it was quitting time and she'd talk to me the next day (?). I was stunned. I wrote back and explained again what I thought was a fair compromise. We could sub either 2 samsung S9's or LG V35 Thinq's for the G6's and I would even pay the $3/month difference.
June 18: started twitter chat back with rep from June17. The same rep had the facts wrong even though they were written just above. I had to explain everything over again, giving acct numbers, etc. She tried to sell me a cheap phone. I asked for a manager's phone call. Now, almost 2 hours later, still no call.
I think at this point ATT should comp the S9's or V35's as a sub and complete the original deal. I do not believe this is an unreasonable request due to all of the above. Someone should be able to make things right.