Will Be Disconnecting Service Soon If No Resolution
I have been an AT&T Uverse/Directv, Gigabit fiber internet and home phone customer for quite a number of years. A great customer that has never been late on a bill with services totaling over $200/month. I was also one of Sprint's most loyal customers (24 years to be exact) until Sprint only offered "Flex Lease" on their phones and decided to switch after 24 years to continue with owning my own phones. I took advantage of the AT&T promotion for the Samsung Galaxy S20 Ultra which was $1,399.99 regular price but with a ported number and trade-in I would receive $1200 credits over 30 months of billing, which is technically a 30 month contract and I am OK with. However, here is where the fun begins. I called to order the service over the phone and apparently received a very incompetent salesperson who did not record the accurate information and also did not provide the full instructions of the process. By the way, I even received the wrong color after repeating it several times to the rep after she kept repeating the wrong color. I received the new phone a few days later and the shipping box contained the S20 along with a return label and strip of packing tape. I did think it was unusual not to have paperwork or packing materials included for the trade-in and decided to use my original Note 8 box to pack up the trade-in and used a small, pre-printed label that was included in the shipment that had my phone number shown and attached it to the box for identification. About a week later I called to check the status since the tracking information was showing as "received" but not received on the AT&T trade-in status page. The rep proceeded to tell me I had used the "buyer's remorse" shipping label which is supposed to be used if I decided to return the new phone. I then told her that I hadn't received any sort of separate label or packaging for the trade-in phone. She then stated that the trade-in materials would be sent much later in separate packaging. NO INFORMATION was given to me about a separate package or any instructions on how to return the trade-in. Fast forwarding almost two months later, I have been on the phone with AT&T for literally over 6 hours total during the last 6 weeks along with talking to 20+ representatives, with most being very unhelpful and frankly should not even be working in a call center (very rude). I have spoken with the Trade-In Dept. a total of eight times with each requiring escalation. I have only received one reply back for the eight escalations by email which basically stated that there is nothing that can be done except wait on the tracking to show "delivered" instead of "received". Huh? The last person I spoke with in the Trade-In Dept. was a supervisor Dana who I had high hopes for helping me out. She insisted I would receive a Tier 2 support reply back within 48 hours and it has been 11 days now. After 3 days I called customer service and asked to speak with a manager or supervisor. One was not available and I was told a call back would be received within 48 hours. Still waiting on that call after 8 days. This seems almost surreal to me that a company this large and successful can provide this type of NO customer service. If I can't get resolution soon I will be paying off the phone outright and disconnecting services along with TV, internet and phone. I live in Atlanta and have plenty of choices. Will competition and the looming fact that you will lose an A+ AT&T customer that currently subscribes to all AT&T residential services be a motivating factor to resolve this issue? I guess we will see. P.S. I would think this post should be forwarded to a Manager. Please don't reply back with "contact customer service". How about a Manager contact me!?!?