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Ordering from the Premier Online Store was a HUGE mistake

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Ordering from the Premier Online Store was a HUGE mistake

It’s been 14 business days since I ordered an iPhone 4 on the Premier Online Store, and my order status is still ‘processing’.

 

I placed my order on June 29th, then began monitoring the order status via the link I received in the email confirming that my Premier order had been received.  A few days later I noticed that the status had changed to ‘alert’.  I never received an email from AT&T regarding problems with the order, but decided to call customer service.

 

After speaking to customer service for the third time, each time after waiting for the “next available representative” for more than 1 hour, the order status was finally changed to ‘processing’.  Each representative told me that I should receive the order with 7 to 10 days from the original order date of 6/29 (as stated in my order confirmation email).

 

The so-called ‘Premier’ customer service is deplorable .  I will never again order from the Premier Online Store.

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Former Employee

Re: Ordering from the Premier Online Store was a HUGE mistake

Thank you for participating with-in the AT&T Business Forums.  We have sent you a Private Message with further details on how we can contact you, if you still need assistance with your iPhone 4 order.

 




Remember to always mark items that you find useful as "Accepted Solutions". This will help other users find this information too!!

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Accepted by Anonymous
‎08-26-2015 1:25 AM

Re: Ordering from the Premier Online Store was a HUGE mistake

I can top that. We have called six times, been on hold for more than ten hours, and I still don't have a phone.

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Message 3 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

Oh--and we're being charged for airtime while on hold.

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Message 4 of 31

Re: Ordering from the Premier Online Store was a HUGE mistake

oh no....   I wish I had seen this before ordering yesterday.

 

:-(

 

Honestly....   I would have given ANYTHING to have gotten my IPhone through Verizon (my current carrier).  They're not perfect by any stretch but I've always been able to get problems resolved quickly and I never, ever had to wait for the phone I ordered.

 

From where I sit, it's a darn good thing AT&T got the IPhone and not Verizon.  I think AT&T would be out of business by now given what I've seen/read/heard about their Customer Service - it's pathetic.

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Message 5 of 31

Re: Ordering from the Premier Online Store was a HUGE mistake

One other thing....   my credit card has already been charged too.

 

I thought I saw on the order page that my credit card wouldn't be charged until the phone shipped???

 

What is up with that???

 

AT&T sucks and I haven't even started my two year contract yet.  

 

I was going to move my two other family member's over to AT&T but that won't be happening until they can figure out what Customer Service actually is.

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Message 6 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

As far as I can tell, they service their customers in the same way a farmer has his cows serviced,

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Message 7 of 31
Scholar

Re: Ordering from the Premier Online Store was a HUGE mistake

 


@Shawnnalynne wrote:

oh no....   I wish I had seen this before ordering yesterday.

 

:-(

 

Honestly....   I would have given ANYTHING to have gotten my IPhone through Verizon (my current carrier).  They're not perfect by any stretch but I've always been able to get problems resolved quickly and I never, ever had to wait for the phone I ordered.

 

From where I sit, it's a darn good thing AT&T got the IPhone and not Verizon.  I think AT&T would be out of business by now given what I've seen/read/heard about their Customer Service - it's pathetic.


 

1.  Verizon has never had a phone that was this popular/hyped.  My neighbor owns multiple Verizon kiosks and let me and another neighbor try a Driod X yesterday.  To big and clunky.  Didn't feel like it was built solid. 

2.  Keep in mind, most people on here are complaining about something.  However, the vast, vast majority of ATT subscribers aren't complaining.

3.  I have called ATT Customer Support a few times in the past week, and haven't had any issues.

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Message 8 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

Got similar issue as Michael.   I ordered two iphone 4 on 7/22 and the status is still 'in processing' today.   Have spend more than 6 hours in total on the phone (most of the time waiting for the 'next available representative') trying to resolve a issue regarding to my 'legal name'.    The service rep told me the issue was resolved on 7/25 and I was only to find out it wasn't the case yesterday, after waiting for 14 business days and not seeing my shipment.   So I had to spend another 3 hours on the line to go through the same issue with another service rep for the second time.   Now it will be another 7 - 14 business day for my order to be processed / delivered.   Both iphone are 'gifts', one for birthday (8/19) and the other one for 'going to college' (8/21) and it looks like I'm not going to be able to deliver either one on time.    What I want to say is, the Premier Store services is terrible and I wouldn't recommend it to any of my friends.

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Message 9 of 31
Employee

Re: Ordering from the Premier Online Store was a HUGE mistake

Hi WCVLin

 

Thank you for participating within the AT&T Business Forums.  We would need further information to better assist you.  We have sent you a Private Message with further details on what information we would need.

 




Remember to always mark items that you find useful as "Accepted Solutions". This will help other users find this information too!!

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 10 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

Hi Agent1337,

 

Your note was probably blocked by our company's mail server.    Could you please send me once again your note to this address : {Personal content removed for your safety}.    My Web Order Number is : {Personal content removed for your safety}, let me know if you need other information regarding to my order.

Thanks,

Wei-Chin

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Message 11 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

WOW !!   If the Premier store can provide services even remotely close to what Agent1337/Pamelaz did here..   Thanks for your quick response to my previous note, I've since changed my personal profile, so I should be able to receive your emails now.    Thanks again..

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Message 12 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

Hi guys... yes, I wish I knew that "Premier" meant less service than regular customer care gets.

 

We've been over a month for the 3gS (not even the iphone 4) and still getting the same run-around.  The kicker?   The units have been in-stock at 'another' warehouse since July 15th!!!   Yet every time you call in you get the same scripted responses (after waiting for at least an hour on hold).   

 

See the rundown from my marathon day (which consequently ended in being disconnected while trying to get through to a Premier supervisor -- for the second time in the same day).  Today's total  8.5 hours on the phone with AT&T and no resolution  (http://forums.wireless.att.com/t5/Premier-Online-Account/Ordered-phone-through-Premier-and-not-even-...).

 

I'm going to call one more time tomorrow morning.  If no resolution we're canceling our order and going right back to Verizon.  We want the iphone but after the utter nitemare just getting set-up, I'm starting to wonder what actually being on their service may be like!  I used to think Verizon had poor customer service until I tried to set up this account with AT&T.

 

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Message 13 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

So has anyone received an iPhone 4??  If so, how long did it take?  I ordered one on 8/22 and was excited to think I would get it within 2 weeks.  Am I crazy?

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Message 14 of 31
Tutor

Re: Ordering from the Premier Online Store was a HUGE mistake

So have you ever gotten you iPhone 4?  I'm trying to figure out how long mine might take.

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