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jlbrown2002's profile



1 Message

Monday, September 24th, 2018 1:52 AM

Frustrated 13+ Year Customer

I tried to order the iPhone Xs as part of an upgrade for my phone. I initially order the phone online, like I had my 10+ phones during the pre-sale on September 14. I received an email stating  that there  was an issue with the order and to contact customer service (***). I called customer service and the young lady was  helpful but inexperienced - she didn't really say what was wrong with the online order, only that it needed to be cancelled. She offered to help me re-do the order over the phone, which I accepted. It took her over an hour to put in the order. Over the course of the week, I noticed that the status of my order never changed - it keep saying "In-Progress", but it had a delivery date of September 21. On the 21st, the system still said the order was "In-progress" - so I called back to customer service and was told that the iPhone Xs was not eligible to Pre-Order over the phone and that had put my order in limbo. So I was given the option of cancelling the order (***)  and I could re-order the phone online again or go to the store to pick up - I said I would order online again, not before the customer service rep tried to sell me another line. I went online to re-order, but the website said that my upgrade was already used. So I got on the chat function to ask how long it would take for the cancellation to go through. I was informed that the transaction take 24-48 hours, opposite of what the phone rep said. I waited 48 hours with no change. I used the chat function on 23 September to ask about the cancellation and the rep noted that my upgrade was not reversed. She said because of that, I should be able to go into an ATT store and the reps on-site would be figure out the upgrade and they would be able to give me the phone.  She gave me a case# and set up an appointment for me at the ATT store for that afternoon and said give them the case # and you'll be good to go. Once I got to the store, they looked at my account and I wasn't good to - I was told that an upgrade reversal needed to be done and they could do nothing for me.  I told them I had already talked to customer service and I had a case#, but they told me they couldn't do anything - I needed to call  custom service (I had already reset my phone and they didn't offer me a phone to use in store). With nothing done - I drove home to call customer service - where i was told they needed to  do the account reversal... So I asked to speak to a supervisor, once the transaction was done. I explained what happened, but he was really wasn't interested - he just wanted to know if the upgrade was reversed - but I really wanted to explain the frustration of a system where online orders didn't  communicate with over the phone Customer Service - over the phone customer service didn't communicate with the Chat service - the chat didn't communicate with in store and how that caused inconvenience for the customer experience. I asked how I would be taken care of - would receive a bill credit or gift card and he indifferently said he could help me re-order phone. I stated for the record that I was dissatisfied as a customer and I may look into changing providers. That statement was meet with more indifference. Having used all the tools available, it took over a week to buy a product. That's not cool and very inefficient 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Community Support


232.9K Messages

6 years ago

Good morning @jlbrown2002.

Thanks for your post.

We are sending a private message (PM), so we can take a closer look at your account. Locate the PM from ATTCares, by clicking the Forums Inbox, and reply to the message.

We look forward to the opportunity to help you!

Kenneth, AT&T Community Specialist

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