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abhayvc's profile

Contributor

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3 Messages

Sat, Oct 8, 2016 3:29 AM

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. 

ATTHelp

Community Support

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176.3K Messages

5 y ago

Greetings @abhayvc!

 

I am so sorry to hear about the issues getting the shipment received after you made the order for the iPhone 7 Plus.  This is definitely not the experience we want our customers to have when awaiting a new phone.

 

We are sending you a private message; please keep an eye out for it.   We would be happy to get this error reported properly, and have a replacement sent out for you as soon as possible.

 

I look forwarding to speaking with you, and thank you for reaching out to us.

 

 

Fiona, AT&T Community Specialist

Contributor

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3 Messages

5 y ago

This is still not resolved. Received 2 phone calls to confirm replacement order. Looks like they cancelled each other out. No order shows up in my account either. It's been 2 months guys. What's going on?

ATTHelp

Community Support

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176.3K Messages

5 y ago

Hello again @abhayvc!

 

I’m very sorry to hear you’ve yet to receive your replacement! We want to help get this handled!

 

We’ve conducted some research into the status of your order replacement. Please check your private inbox for an update!

 

I appreciate you bringing this to our attention. All the best!

 

Michelle, AT&T Community Specialist 

Contributor

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1 Message

4 y ago

Fed lost my phone also. Using a smashed phone for 3 weeks now. Pd 400 dollars up front to sit here and wait. Nobody give you straight answer. Maybe i am better off with metro glad i havent switched wife and son over. No email . rep said my phine would be here tomorrow well still no emails still getting glass in me. Called today said oh weds.. Thats a week from new order. What do i do

Contributor

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3 Messages

2 y ago

I order Samsung galaxy S10plus on Aug 3 2019 

it was shipped on the 5th it was supposed to be delivered on the 7th but I never got a package it never came to my mail office are nothing why would they send my phone threw usps I called usps no one knows nothing my tracking says in transit but don’t say where it is now sept 5 2019 I called att over 200 times I got no solution I paid my money for a phone I never got I call and call nobody at att is helping me they keep giving me the run around everytime o try to get my problem fix they give out fake claim number open fake claim cases I paid I want my phone what do o have to do for me bein a first time costumer this is the worst experience ever and it’s been a month still nothing came in I’m stilling calling getting no help just hangs up and disconnection from att I’m not paying for another order why because I neva got my order and usps lost it but I think they stole it att holding me accountable for it how do I solved this I just want a refund forget the service now I’m not happy about this at all they taking people money and not getting the phones to you what bunch of att I need for you to send another phone I already paid are give me a refund att is the worst I Eva seen if I never got the phone and using my tracking you can see that I would understand if it made it to my house but it never got that far just lost at usps att want send me no phone they will not refund cancel my order I called 2 weeks straight no answer just rude customer service the whole point is I never got my phone 

Contributor

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3 Messages

2 y ago

I need help att can I get this solved 

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