- 11-07-2012, 07:33 PM #1
I have to say this is a bit of a rant/informational. If you do not want to read a rant I highly suggest you quit reading now.
I started my night off by visiting the local AT&T Brick and Mortar Shop. I went in spoke with them and waiting a good 15 minutes for them to tell me they are unable to pre-order the phones in the store. I accept that answer head home and decide I'll do this online.
I get online and had a few questions about the phone/plans so I started an online chat. While working with them I started the order process and it was not discounting my Wireless Black Charge Plate like it advertised on the site. I let the online chat person know and they told me that it is because it doesn't start until Friday. I figured this person was ill-informed considering their site pops up and tells you to add it for free.
I call the Customer Service line and the first person I told to tells me I cannot order it over the phone. I told them the problem I was having so they said they'd transfer me. When they transferred me it was the extension to check your order status over the phone and was completely automated.
I hang up and called again, spoke with another Customer Service rep and he said he'd need to transfer me, I waited about 20 minutes and I was disconnected. I tried calling again and this time was transferred to the Premeir person who also told me it wasn't eligible until Friday. I ask her why it was advertised and she said something along the lines of duplicating how my company was setup on her end. After about 5 minutes the call was dropped.
I am quite angry after nearly 2 hours on the phone with AT&T and called again, this time I told them here is what's happened and this is what I want. I decided instead of using my second lines upgrade I wanted my upgrade bumped up from May 2013 to Friday, I told them this and he told me he cannot do this but he'd escalate me, I spoke with the next person and told me the situation. This person was extremely unhelpful and all he would tell me is we cannot bump up your eligibility or do anything to compensate you for the last 2 hours. He offered to help me pre-order the Lumia 920 but I was so sick of it I told him I am done dealing with AT&T and I hung up.
I was disappointed slightly with how Microsoft handled the Surface release; but I have to say I never ever ever expected something to be this big of a screw up at AT&T has pulled off. I am going to go to the store Friday, if they do not have a Cyan Lumia 920 so be it I won't upgrade and I will begin looking at Windows 8 phones with other providers.
11-07-2012, 08:02 PM #7
- 299 Posts
@MattGrif - I read somewhere else that Yellow and Cyan may be hard to come by in the store. But I imagine once Friday comes they'll order it for you no issue in the store.
I get the feeling this whole deal was rushed .... I also get the feeling that AT&T are really apathetic when it comes to Windows Phones, it's kinda like they've given up.
11-07-2012, 08:06 PM #8
- 256 Posts
I have had nothing but bad luck ordering phones on AT&T's website in the past so I just passed on the preorder this time. Will just go to work an hour late this Friday and pick one up in the morning. I don't think I will get much work done when I actually get there though seeing that I will want to play with my 920!!
- 11-07-2012, 08:19 PM #10
Well I had a great experience. Ordered a yellow one online last night. Got instant confirmation, today the status never changed it was at "attention" so I called. They had no record of it. The rep was extremely nice, put the order in, waived the activation fee and added overnight shipping no charge. It took about 30 minutes because he didn't see the free charging plate and had to get approval for it. I was just driving home from work so the time didn't bother me. The order is correct and I saved another $36.
I Love AT&T service, any time I have had an issue it has been taken care of and they always give me something I wasn't expecting.
The funny part of the conversation was in the beginning. I said I ordered a Lumia 920 last night. He said you mean 900? The 920 aren't out. I said no I mean I 920 the pre orders started at midnight. He said "Wow, you knew that and I didn't. You should work for AT&T selling phones." :) I said I'd rather work at the MS store selling them. All MS employees get a free Surface. He said they don't get anything free, just recognition. :lol:
- 11-07-2012, 08:20 PM #11
- 11-07-2012, 08:26 PM #12
You have two lines, one with an upgrade, but since you were on the phone with them for however long, you wanted your line that isn't eligible for another six months to get the full discount for upgrading? C'mon man!
Being honest, if I was still an AT&T rep, I'd tell you that you could upgrade and when it came to checkout, I'd tell you $449.99 + tax.
It's not that serious to want to leave a carrier that you've been otherwise happy with. In fact, that pretty much means the 4 years of never having a problem equates to nothing. If you're eyeing the 920, it'll be a while before you get it on another carrier, that's for sure.
I actually spent close to an hour earlier today, getting credits that I probably didn't even deserve. For me, probably because I worked for them, I know exactly how to speak to them and get my way. Over $100 worth of credits applied + some other stuff =)
- 11-07-2012, 08:49 PM #14
My story of AT&T in a hopefully short post. Just after WP7 phones came out, I purchased a Samsung Focus on eBay. Since it GSM and I was on Verizon, I activated it on AT&T. After a few days, I decide WP7 was no where close to being market ready.
Time passes and today I decide that I want the Lumia 920 so I hop online and start the process. That was at midnight and I didn't realize that Premier customers had priority ordering. That's fine, no problem. Went to bed and got up at 5 and decided to try the process again.
I enter what I want and hit the place the order button. A few seconds later I get this sorry can't complete your order because of some credit issue. I have excellent credit so I started the process again and again mixed in with multiple calls to Customer Service and Sales at AT&T. 3.5 hours later I finally got an agent to tell me that my credit was holding things up. I asked what credit bureau they used and contacted them, paid $16 for a combined credit report and score. The score was 763 by the way with no burps on the credit report.
Back to AT&T I go. Now almost begging them to take my money. Another few calls and they still could not find what kicket me our for credit. By the way, they said if I put a security payment of $1000, yeah $1000 for security, they would place the order.
LOL is what I did.Now mind you, I placed orders multiple times online thinking it would go through. Nope, went to Best Buy site and got the same problem. Best Buy customer mimed the AT&T people and said they had no idea what the problem was.
OK, I go back to AT&T(I'm a glutton for punishment) and they find that all the orders I placed placed a flag on my account and it would be February before they expired. I could call or place an online order then. Are you ******* kidding me. I hung up. 20 minutes later a rep calls me and tell me they are trying to figure out how to erase all these calls but until they find the thing flagging my original order, I still could not order.
I ask you, would you give these idiots another chance?:mad:
11-07-2012, 09:06 PM #16
- 189 Posts
I only bring this up, because it could have helped me when someone used my identity to set up 5 lines in my name... Yeah, that was fun. The only reason I found out is because I took vacation one day and found a new phone in my mailbox (which explained the weird truck that was sitting in front of my house all morning that day)!
Hopefully you can get this resolved quickly!!! Good luck!!!
11-07-2012, 10:03 PM #18
- 18 Posts
I believe AT&T CS is far better than AT&T Premier CS, they are horrible. Almost two hours on the phone with Premier Support/Escalation and no resolution, then as a last ditch effort they transferred (more like dumped me with no explaination to the CS rep) to AT&T CS and they found a resolution in like 2 minutes. I have never had any problem with AT&T CS, all my problems have been with Premier CS.
11-08-2012, 12:28 AM #21
- 295 Posts
Hmm, was hoping for a chance to report a positive experience with AT&T, sadly I cannot.
Call 1) Placed yesterday. I called AT&T to inquire about upgrade eligibility. They tell me I'm eligible and they will waive the renewal fee for when I choose to upgrade. When I ask about the Windows Phone 8 (specifically the Nokia Lumia 920), the sales rep immediately changed the subject to Android and Samsung phones and didn't seem to understand that I was asking about Windows Phones and the Nokia Lumia 920. Odd, but ok.
Call 2) Placed today. I called AT&T to place an upgrade order for the Lumia 920 (Yellow) on one of my family plan lines that was eligible (actually all my family plan lines are eligible). Anyway, the sales rep (although very friendly) said he could only sell me the phone for $199.99. I told him the phone was listed for $99 on the website, which he replied to by saying "that is the online only price". He told me he would make a note on my account that the phone is $199 (I don't understand why he would do this?). That was the end of the call.
3) Attempt to Order Online from AT&T and the promo website. First I have to create/register an account (apparently this was never done?) so that I can access my account online and log in. Ok, a few minutes and that process is done. Now I go to order the phone which does show up for $99 on the 'check out' page, but the wireless charging plate insists on being $24.99 (50% off). I know I have 50% off all accessories due to an employee discount (not AT&T). So it seems the company discount attached to the account is overriding the promotions (odd, shouldn't their system realize the promotion is cheaper and offer that first?). Order placed, for $24.99 more than it should be.
I plan on contacting customer service tomorrow (I'm out of energy for this right now) to get that $24.99 taken off the order.
It seems like this whole process is designed to screw over any potential customer or existing customer trying to upgrade.
I'm REALLY hoping we get lucky and my local store has yellow in-stock at the store on Friday. I'm picking up another Lumia 920 (black) in store anyway. If they do have yellow in-store (crossing fingers!!) then I'll just buy it there and cancel the online order.
Customer experience? Pretty dang ****ty. Oddly, all of the customer reps have been very friendly and polite. The problem here is obviously a HUGE lack of communication within AT&T.
- 11-08-2012, 12:46 AM #22
I've never had issues with AT&T. However, I've always visited a corporate store. The manager knows me, and he is usually the person who takes care of me.
The AT&T store manager even helped me with a school project when I was still in school. He took the time to give me pricing for a hypothetical business contract for a capstone course project. I told him that this was not an actual purchase, but just a project for school. He still took the time to give me pricing on 100 devices and voice/data plans, as if I were purchasing products/services for a business.
11-08-2012, 01:03 AM #23
- 295 Posts
However, I went against my instincts and tried to order via the phone/online and was once again disappointed with the experience. If AT&T had communicated quite clearly which colors would be in the stores on Friday I think a lot more people would not have bothered with the online/phone orders. :)
- 11-08-2012, 10:14 AM #25
I would like to provide an update to this post.
I received a call last night from Pedro who is the Social Media Manager for AT&T. I told me he had read this forum post and ask for me to summarize a bit more of my experience. I walked him though everything and he greatly apologized for my experience and thanked me for letting them know about the poor customer service.
I told him I was done trying to pre-order it because it was such a cluster, and that they needed to handle this release in a much better fashion. He informed me that the reason people are being charged is because the offer doesn't activate until tonight and that this was because of a miss-communication with the web team on advertising the offer. I ask him if I'd receive it Friday if I pre-order tonight and he told me he could not promise that.
My final question was what colors would be available in the brick and mortar stores; he included the disclaimer he doesn't know inventory for the stores however they will be receiving all of the colors.