Frustrated - Upgrade eligibility taken away and stuck in Customer service blackhole. Help?
I know this topic has come up too many times but I am kinda sorta done and fedup with AT&T customer service. This is probably my last method of reaching out to resolve this before I pay my ETF and cancel my line and head out to another service.
Here is a timeline of where I am at (AT&T Business direct customer):
April 2012 - Bought Lumia 900, Windows phone, one of the first few orders (was excited about it)
December 2012 - Started questioning my decision about the phone, it was awful and causing a lot of pain
Feb 2013 - Checked eligibility to change my phone - Said November 2013
August 2013 - Heard about the new iPhone coming out, there was HOPE! I will survive
Sept 12 2013 - Spoke to AT&T Customer support (I have the first name of the agent). Super nice guy, told me I wasn't upgrade eligible, my eligibility was moved to APRIL 2014. WHAT? After an hour of holding and back and forth - Told me he'll work with me to get me the upgrade date I had earlier and pre-order the iPhone for me. Will call me back on 20th Sept
Sept 20 2013 - Stared at my phone for 24 hours, no calls from AT&T. Gave a week - just in case
Sept 27 2013 - Got an AT&T phone survey asking how was service - Gave a piece of my mind. Called AT&T again, spoke to someone else, again super nice. Promised to follow up and needs a week to look into it. Fine. She sounded trustworthy.
Oct 4th 2013 - Stared at my phone for 24 hours, no calls from AT&T. (Fool me twice, shame on me?)
Oct 11th 2013 - Got a call from some AT&T Manager following up on my survey. Yay. Said will call me back to get this resolved asap.
Oct 16th 2013 - Given up hope. Get a call while I was driving telling me I am not eligibile for upgrade till April 2013. Yes, I know that, that is why I have been calling. Couldn't talk long since I was driving, was told they will call me back at 6pm.
Oct 16th 2013 - 6pm, No Call. 10pm, No Call.
Oct 25th 2013 - 6pm, No call.
Given up all hope. This is not worth my while. AT&T didn't do me any favors subsidizing a crappy phone (for which they ended up refunding $$ because of Nokia issues with the network. So I don't believe I deserve to have to wait it out and pay back AT&T for the subsidized cost, it was literally like one of those penny upgrades. I was told I would be able to upgrade and suddenly that was taken away from me. And now I am pretty much tired and done with the complete lack of Customer Service.
I mean does anyone at AT&T even understand what it means to treat a paying business customer?
Also - I am currently stuck with a Nokia Lumia 900, a Windows phone. To say the least, I wouldn't wish this phone on an enemy.
Thank you for listening. Good Night, and Good Luck.
Re: Frustrated - Upgrade eligibility taken away and stuck in Customer service blackhole. Help?
I still shake my head in disbelief that as a paying customer I have to jump through so many hoops just for a pleasant and reliable conversation to get answers. I feel mentally harrassed at this point.
Fortunately after more than a month of this harrassment, I finally spoke to the 1 person who actually understood the "Service" part of Customer service and resolved this. All done. No more AT&T black holes to be sucked into - for now