NanNanDayDay's profile

Contributor

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3 Messages

Mon, Sep 24, 2018 1:00 AM

iPhone X Upgrade DISASTER

Please forgive me for this very long post. I could really use some advice here. I'm going to put this in a chronological list, since I think it would be easiest to understand.

 

9-13-18 Thursday: I heard that Apple discontinued the iPhone X, so I called a local store in the morning to see if they had any iPhone Xs in stock -- my daughter was due to upgrade in November since she was on the Next every year plan. Confirmed that the Next Plan installment price would be $30/month for 30 months; total price of the phone had indeed dropped to $899.99. After work I went with my daughter to a local AT&T store to upgrade her iPhone 8 Plus to an iPhone X. I paid for 2 months so she could upgrade. We wiped her iPhone 8 Plus, and she received an iPhone X. We were happy until I realized that the total price of the phone was $999.99, and the Next Plan installments were $33.34/month for 30 months -- NOT what was displayed nor discussed. The salesperson said he would fix it the next morning when he got in, but when I hadn't heard from him I called the store only to find out that he was out that day (he was actually out the entire weekend). I called back every few days, but the store manager had no luck. I too tried to correct this issue by talking to various AT&T representatives this first week, with no luck.

 

9-20-18 Thursday: The last Customer representative manager I spoke to on this day, confirmed that the price should have been as discussed. He said the only way to get that price was to return the iPhone X to the store and repurchase at the correct installment price. So my daughter and I went back to the store with her iPhone X, and told them that we wanted to return the phone so she could purchase another at the correct price. We wiped my daughter's iPhone X, paid a $45 restocking fee, and returned it to the store. I received a receipt showing that the X was returned, unfortunately, after we returned the phone, the system still showed that we had an installment plan and that we still were in possession of the iPhone X and was requiring us to trade a phone in to do the upgrade. We were at the store for more than 3 hours, and the store manager even stayed after the store closed, but no AT&T representative was able to help correct this problem. Thankfully, I save my old phones that are not traded in, and I had a fully-paid iPhone 5s. My daughter and I went to an AT&T corporate store and had them attach that phone to my daughter's line. Well now it's showing that my fully paid iPhone 5s needs to be traded in for an upgrade!

 

9-21-18: I was on the phone with numerous AT&T representatives in the customer retention department. One told me that my account is showing installments for the iPhone 8 Plus and so the back office will create a case to work on it. They said the store will be contacted (they never did call the store). I was told that the only resolution would be to return the iPhone 8 Plus to them and it would take 3 days. Well that phone was returned on 9-13-18 to upgrade to the iPhone X, so that couldn't happen. I was then told that they 'escalated' the case. I was told it would take 24 hours for the account to be fixed. Someone was supposed to call me before 6pm but they never did. After work I called and spoke to an AT&T representative and explained the entire situation all over again, and she told me that a Supervisor would be calling me in 5 minutes. One hour later I hadn't heard from anyone, so I called for an update. I finally spoke to a manager who told me that when the iPhone X was returned, it brought back what was owed on my daughter's iPhone 8 Plus. I was asked to email a receipt showing that I paid to upgrade my daughter's iPhone 8 Plus, which I immediately did. I was told that the back office needs to process this and there is a procedure they need to follow.

 

9-22-18: I called for an update around 6pm and was told by a Customer Retention representative that there are no updates and the supervisor who is handling the case was not in. I was told it could take 24 to 72 hours. I spoke to the store manager and he said he would work on getting tracking numbers for the phones.

 

9-23-18: I received a phone call from AT&T but I could not answer the call at that moment. The voicemail that was left for me was very poor, but I was able to make out the order number and some of the phone number; I was asked to call back. Well I could not call back because the rep had provided one too many digits, so I could not call the back office back directly. I had to call Customer Retention again, and spoke to a representative who was the go between myself and the back office. He told me that they received my email that shows we returned the iPhone 8 Plus for an upgrade, but now they are saying that nothing can be done until both phones are received at the warehouse. I told him that the store manager is working to get me the tracking numbers, and the representative asked why I didn't get that information when we traded in the phone. He said they usually provide this information to customers. In all my years of upgrading phones, no store has ever mentioned giving me tracking numbers for phones I trade in.


This is just ridiculous! Thank goodness I had an iPhone 5s, or my daughter would be without a phone for what could possibly be WEEKS! I cannot understand how this cannot be fixed, and why we need to wait until the phones are received at the warehouse. If phones needed to be received at the warehouse before installment plans are removed, then no one would be able to take their phones into a store and upgrade immediately. This entire situation has been handled so very poorly. Is there no one that could help fix this? We have had no iPhone 8 Plus since 9-13-18 and no iPhone X since 9-20-18. Please help!!

 

ACE - Sage

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97.4K Messages

4 y ago

I agree, ridiculous.  Call and ask for retention.  This should have been fixed without a restock fee.  

I’m also able to forward the REALLY big mistakes to someone behind the scenes.  

Good luck.

 

 

sandblaster

ACE - Expert

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57.8K Messages

4 y ago

Part of the issue is having to deal with someone different every time you call. What should happen in my opinion is someone from the store should take ownership and work the issue until it is fixed, especially if it is a corporate store.

Contributor

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3 Messages

4 y ago

Thank you for your replies, I appreciate it.Tonight was the last straw. I was told the back office would call me at 5pm to receive the one thing that would allow them to fix this situation - the tracking number that showed the iPhone 8 Plus was returned. When I didn't receive the call at 5pm, I called Customer Retention at 5:15pm and provided the tracking number. Lo and behold, that was no longer good enough. Now they said that there was no way to fix this issue because the installments were back on my daughter's line. They said they would again escalate the issue and get back to me in 24-72 hours. 


I was so upset. Somehow I got the bright idea to ask for the phone number to the Corporate Office. I was given about 4 different numbers. The first number got me to the Office of the President (so they said), and I spoke to a very nice woman who listened to my nightmare story. She said she would create a case and have a case manager call me back tomorrow -- and if they didn't, I should call them back. She said this case manager would be the one handling everything from this point on. I hope this is true, because this is a joke at this point. I cannot imagine how much my next bill will be. I'll update when I have more information.

Contributor

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3 Messages

4 y ago

 I wanted to update this thread as RESOLVED! It was the Executive Office that managed to remove the installment plan. They assigned a case manager, who in just a matter of days, called and fixed the issue while I was on the phone with her. Next time I have any problems that cannot get resolved, that's where I'm calling.

 

Thank you all for reading. 🙂

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