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Re: 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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Message 1 of 31
Contributor

Dont use the Premier Online Store

I ordered my iphone 4 8/22. The status of my order has been stuck on pending for 3 full days know. I started calling cutomer services 08/24 for a reason why my order hasnt been processed yet. After speaking with 3 different reps for a total of 51 minutes, I was told my order might have been recieved 8/23 since I ordered my phone so late in the evening (8:00 p.m. MST). So I called back 8/25 and spoke with 4 reps for a total of 48 minutes, all the final rep could tell me was that she couldn't help me (at least she's honest). She suggested going to an AT&T store and purchasing an iphone4 in person, then cancelling the "pending" order I have with the Premier Online Store. But after my experience to this point, I dont want to go in person and purchase a phone. Then deal with an unknown number of reps for lord knows how long teying to cancel my order. I dont need two iphones. 

 

If I knew it would take this long to get the iphone 4 I would have just done it in person at the store. I even paid $14.95 for next day delivery. Its know day 3 and I have no idea whats going on with my order.

 

All in all I have to say the first and second reps I spoke to were polite and helpfull. Once I told them I ordered through the Premeir Online store for my small business they transfer me to people who just had no clue.

 

Maybe AT&T should switch their reps around.

 

If theres anyone who can help me with "PREMIER" Online store order, a response would be appreciated.

 

 

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Message 16 of 31
Employee

Re: Dont use the Premier Online Store

Hello payne77,

 

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 17 of 31

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

Same here.  I ordered it and it was billed.  It was shipped out and I tracked it it said it was refused by recipient and was sent back to AT&T.  Called an everyone is ignorant.  No one knows what happened.  I called Fed ex and they said they received a call from AT&T to return the phone.  I called to explain that to AT&T and still no one knows what happened and asked me to go to the store.  Finally the supervisor told me the order was canceled who knows why.  Still no refund.  So annoyed. I got an escalation number as well, but if i dont hear back from them i will submit a dispute through pay pal.

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Message 18 of 31
Former Employee

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

Hello lorecoronado,

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!!

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Message 19 of 31
Contributor

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

I have been chasing this iphone 4 for one month now, i ordered through at&t store in Aug 10 and have been waiting with no order number or any confirmation for 2 weeks, and when i called them they said it is pending, then i ordered through primmer on the 25th and yesterday they told me it will be shipped now. my bank was charged and i was so happy i will get the phone finally. but today i called again when my bank charged back, and the agent told me iphone 4 is out of stock and i have to wait another 7-14 days. :smileysad:. i am really upset as i have to leave town next week, and i have been without phone for 1 month now.  

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Message 20 of 31

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

Just hope you actually get your phone!  If FedEx loses it, you only THINK you've already seen the worst of ATT customer 'service'.   Just wait....then you'll find out what a nightmare really is. 


I cannot wait until Verizon becomes the iPhone service provider.

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Message 21 of 31
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Teacher

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

This is now my nightmare.  Hours and hours on hold.  Just found out that the 'manager' who I talked to yesterday and told me that he had just 'approved' my replacement did no such thing.  He even offered to file a complaint about my service.  Apparently also, no such thing happened or exists.  I keep getting put on hold. HATE. 

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Message 22 of 31
Employee

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

Hi nirevoc

 

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 23 of 31
Contributor

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

Same here.

 

I placed an order of adding three iPhone's to my family plan on 8/30. Two with new numbers got through and have been shipped. What sickens me is that third one. On 8/31 I received an email from AT&T saying that the order had been canceled. I called Premier customer service, which could do nothing but gave me some ticket number and told me go to an AT&T store to deal with the issue. Later I made another call and went to a store, but nothing helped and I was told that I had to place a new order.

 

I placed a new order in the evening and received an email at almost 2am on 9/1 saying that my order had again been canceled. I called Premier customer service in the morning. The rep said that cancelation of the order was due to "negative fraud check" (which was pure nonsense). After almost an hour on the phone he told me that he would put a note on the order and the order would not be canceled again. He also said that he would come back to me when he was done and put me on hold. But then the call was hung up!

 

I called again and was told by another rep that the order was being processed and I had to wait for a notification email. Then I waited, only to receive an email by evening saying that the order had been canceled, again. What followed was nothing but yet another unhelpful conversation with a rep. I then checked the order status. It was a big red "Attention!"

 

I am totally frustrated with AT&T right now. I just don't get it. By simply accepting and shipping the order you win a customer! What are you thinking?

 

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Message 24 of 31
Employee

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

Hi xkzzz

 

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 25 of 31
Tutor

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

Well, the two iphone 4 I ordered on 7/22 were received on 8/17.   Here is what I've learned : 

Check your shipment status on line after you ordered it, you should have received a email with a link to it.   If it shows as 'In Processing', that's not good and don't sit and wait like I did for 14 days.   Call Premier Support to find out if any issues with your order and hope you don't have to wait on line for hours before someone pickup your line.    Although I've finally received my iphone, I really don't feel the 'Premier Store' has provided proper customer services  as it should have.  

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Message 26 of 31
Tutor

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

Not every order with the Premier Online Store is a mess.  I ordered my iPhone4 on a Sunday evening and received it on Thursday afternoon.  No problems at all.  There is hope for those of you out there who just ordered.

Message 27 of 31
Tutor

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

I ordered two Iphones and only one arrived.  I sent in an escalation and they tell me 5-10 business days??? So now I am out the $200 plus no phone for almost 3 weeks ??? this is insane.

Message 28 of 31

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

You obviously don't have a premier account
Message 29 of 31
Tutor

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

It is 2016 and the service is still terrible. Four hours online, Three hours on the phone, and no real help or support anywhere. They are happy to explain to you all the reasons that their systems can't transfer an order to the store, that residential and business don't see each other's order information, and on and on about internal structural issues. Thank god my company allows VERIZON ordering. I am canceling my order and placing one with their business service. AT&T is basically incompetent when it comes to servicing enterprise business customers. Stay Away.

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