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Suffering from ATT customer service

Suffering from ATT customer service

I ordered two iPhones through ATT by phone. It was to be delivered 09/14 by Fedex whose driver said "left at front door with no signature".  I was so excited, but when I got home, no package!!! I went to FedEx online and the tracking number showed it had been 'dropped off at front door' but no signature was required or obtained. That makes sense because I wasn't home.  I immediately called FedEx, who informed me that I had to deal with ATT, not FedEx.    That started the nightmare.  I've called several different phone numbers, and been tranferred through several different departments.  This should be just a simple case. Just ship me two new iphones!! One of the reps said the policy tells her that they should send me new phones but she has no authority to order iphones.  Who DOES!!!  Please contact me!!!

 

Does ATT really value its customers? Should I tell this nightmare story to newspapers or to report to BBB? If att keeps to hold me, i think att will lose me as a customer.

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Message 1 of 9
Professor

Re: Suffering from ATT customer service

Calm down, call Premier support - they can assist you: 1-866-499-8008. Let us know how it turns out.

Message 2 of 9

t Re: Suffering from ATT customer service

Called the premier support already. They cannot solve the problem. They said that the order is placed by the national business unit. I once called the national business unit dept, but they told me that they do not have the authority to place iphone orders and then they transferred me to other department.

Message 3 of 9
Professor

Re: t Re: Suffering from ATT customer service

Okay, here is what you'll have to do. Call customer service, get the order number from them. Should look like XXXX-X-XXXXXXX. Using this order number, they can look up what actual sales channel placed the order and then you can call them. Your just getting a little lost, but we can get this figured out.

Message 4 of 9

Re: t Re: Suffering from ATT customer service

I know the order number. I know that the order is placed by National unit business. This order is an upgrade and it's done by that dept. over phone. But several reps told me that the premier dept. is the one who can place iphone orders.........

 

I just want my devices. Now I am somewhat frustrated to talk to the reps.

 

Thank you for your response.

Message 5 of 9
Professor

Re: t Re: Suffering from ATT customer service

What is the first part of the order number? Please dont post the entire thing. I'll find out exactly which department for you. Just the XXXXs before the -x-

Message 6 of 9

Re: t Re: Suffering from ATT customer service

The order number is not like your format. It starts with "EXTP" followed by 10 digits of numbers. The first 3 numbers are 889

 

thanks

Message 7 of 9

Re: t Re: Suffering from ATT customer service

Any update?

Message 8 of 9
Mentor

Re: t Re: Suffering from ATT customer service

How is this situation so far?

 


I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.
Message 9 of 9
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