Never received ordered iPhone: Worst customer experience - never ending loop
I ordered an iPhone 7+ online. After some wait I got an email saying my phone is shipped. Not too worried about the wait. I was actually exited. But when I clicked the tracking number provided, it said phone is already delivered to some M Tom at front desk. There is no package or M Tom that works at front desk. When I called fedex they confirmed that they mishandled delivery and the package cannot be tracked. When I called AT&T customer service (which BTW takes a lot of attempt and wait to get through) - they created an escalation case. I received a phone call while I was on another call and they left me a VM. Giving me a decision that I need to send copy of driver's license, credit card and copy of a police report for lost/stolen iphone. I happen to know a cop and he rediculed me saying how can I report something lost that I never received or report something stolen that I never had. Fedex lost the package or it got stolen from AT&T. I simply never received the product I paid AT&T for. So when I called the number provided in VM, it put me through a horrible IVR, after a while I got to an agent but line was diconnected (not a call failure). And this happened twice. Third time I requested the rep to call me back just to hear that "Sir, this is an inbound call facility. You have to keep calling back". So I asked him without wasting time can he connect me to the person/department that is handling my case. Just to get an answer "Sir, they are an outbound call facility, you cannot reach them back. In tYou better take the call when they call you and now I can see that they already did". So not seeing any option to talk to the person that is handling my case I asked the rep to create another case, in an anticipation that I might get call back. But while he verified my information, call was dropped again. Then I picked up chat thought maybe it won't be dropped. To my surprise, it was busy, too for some time. When I got to a chat agent, she had a completely different line for me - "iPhone takes about 35 days to ship so I should wait till10/14 before complaining about not getting my phone". I mean really Amazing! in this digital world where customer 360 is supposed to be taken for granted, how disconnected AT&T service is.
Bottom line is I do not have phone. For all I know, maybe AT&T gave me wrong tracking number or package is lost by AT&T's shipping partner. Then why do I have to jump through so many hoops? Above all after having AT&T for over a decade and 3 lines in family, I feel like I'm not valued at all. Either AT&T have more customer than they would like to have or they have too many complaints - far more than they can handle.