After all that... I'm sticking with AT&T
In case you missed it, I was planning to switch to Verizon.
Then this morning it dawned on me that I never asked AT&T about get an exception made on my husband's line. They told me on the phone that I couldn't upgrade because they never make any exceptions in under 20 months (which is weird, because they have several times in the past) and that my husband's line should be at least 20 months into the contract. Sure enough, his official upgrade date is October 21st, exactly 30 days after the iPhone 5's release date.
So, this morning, I called AT&T to ask them. After jumping through some hoops, the rep said she was able to get the line approved for full upgrade pricing because it was within 30 days of the upgrade date. Great! But I need the phone on Friday in order to get my work done for iMore, so I asked if that would be a problem. Not at all -- she told me I'd get the phone on Friday. Awesome! The only requirement was that I would have to respond to the email to accept the terms and conditions, otherwise the order would be canceled. No problem.
Several hours passed and the email never arrived.
So I called AT&T to see what was up with the terms and conditions. The girl tells me that she doesn't know how to resend them, but she can transfer me to a number that lets me accept them over the phone. Ok cool. Except that the system tells me that I've already accepted them. Nope, not right. So I call again.
This time I'm told there is no record of my order and that what I "claim" to have happened earlier in the day would have actually been impossible. I go through two different levels of managers, both who tell me the same thing. My order does not exist. No notes in my account. Nothing... except for the $358.11 pending charge from AT&T to my credit card. I have an order number that turns out to be completely useless. At this point, I'm not even concerned about the phone anymore, I'm concerned with the fact that I have a pending charge to my credit card that AT&T is denying exists. After more time on hold, a manager says she's transferring me to someone else. This "someone" ends up being some weird voicemail that spews off a bunch of phone numbers then hangs up on me.
Now I'm livid.
During one of my several conversation, someone told me to go to an AT&T store and bring my credit card statement to get it taken care of. I knew this was total BS, but I went to an AT&T store anyway so that if they told me to go to one again, I'd just say "I'm actually at the store, here, talk to the manager".
Of course, the first thing the AT&T store does is put me on the phone with 611. A really nice guy answers and I'm kinda rude by demanding to speak to a manager because I don't want to repeat myself for the 50th time just so he can transfer me and I be required to repeat myself yet another time. He puts me on hold and reads through all the notes left on my account and makes it his personal mission to set everything straight. He was able to find my order, but confirm that it never completely went though. AT&T's system immediately rejected my order because of "restrictions placed on AT&T by Apple". This is why my terms and conditions never arrived. He tells me if I wait for Oct 1st, I can get the upgrade without problem. I tell him that this isn't an option because I MUST have it on Friday to do my job.
He then speaks to several different managers on my behalf and gets the line approved to attempt the order again. He says he's not confident it will work, that the same thing may happen, but that he's going to give it a try. The system goes through several glitches but eventually my order goes though. The terms and conditions email arrived almost immediately so I accepted it and confirmed that my acceptance went through. Everything looks good. Everything except the delivery date. That is unknown.
So, my plan is to stand in line at the Apple Store on Friday and purchase an iPhone on my own line for at the more expensive price. Then when the iPhone 5 that I just ordered arrives, I'll return the one I bought at the Apple Store. This allows me to get my work done for iMore, but also saves me over $200 in ETFs and taxes to switch to Verizon.
What a day.
- 09-15-2012, 01:13 AM #2
- 09-15-2012, 01:17 AM #3
- 09-15-2012, 01:19 AM #4iPhone Newbie
- 40 Posts
- 09-15-2012, 01:20 AM #5iPhone Intermediate
- 130 Posts
i'm glad my delivery date is set to 9/21, if it was on the two week backorder, then maybe i would consider doing this. haha. plus? there's no restocking fee for at&t? some smartphones i got, that i didn't end up liking, i returned it immediately, maybe 2 days after purchase and they told me to pay a $30 restocking fee! >:l
- 09-15-2012, 01:32 AM #7
everyone thinks att is out to get their customers....cant this be said about all carriers, especially the major carriers? i use to have verizon, i have dealt with verizon customer service numerous times, as well as att customer service numerous times. my experiance is that atts customer service is better...and i in fact have heard this from all my friends who have dealt with both. i dont think people understand, that the traffic companies such as att and verizon experiance, people probably try to pull a lot of crap. they cant just fold to everyones wishes. they would make no money doing that. im sure things get clustered, and confusing for them. and while its frustrating to go through something like that, you have to remember they have more than just your situation going on.
- 09-15-2012, 01:44 AM #9iPhone Newbie
- 40 Posts
- 09-15-2012, 01:55 AM #10
You should set up automatic payments and paperless billing online. You'll never be late again.
Again, I'm not trying to be rude, but to explain to you why AT&T made their decision. They're running a business.
- 09-15-2012, 02:12 AM #13
On one hand, I am the person who sees why ATT wont allow exceptions because we did sign the contract. But, on the other hand, I do wonder why they are being more this strict this time around.
Last edited by LocoStrange; 09-15-2012 at 02:18 AM.
- 09-15-2012, 02:22 AM #14
Fortunately, I have 5 lines, and one is always up for renewal/upgrade, so it worked out... but AT&T sure pi$$ed off a lot of people.
- 09-15-2012, 02:24 AM #15
- 09-15-2012, 03:00 AM #16
- 09-15-2012, 09:20 AM #17
Seemed easy to fix right? Nope. It took a lot of phone calls and emails. It was a major headache. Sounds like your case. Eventually someone high up called and finally took charge of making a simple fix.
I took a few minutes to write a letter to AT&T (not email) though detailing how much I didn't appreciate the hoops I had to jump through. In two weeks they responded and gave me two months of service for free and apologized. I won't argue with free but the main thing was the apology. I felt better.
- 09-15-2012, 12:07 PM #18iPhone Nanite
- 1 Posts
They tried to give me the same run around. I bought the 4s last year at full price, it got stolen and had to get another one at full price (yes, I'm a boob) anyway, called AT&T to double check that I could get the 5 at the discount and of coarse they said no. After two days of screaming and fighting them (supervisors and managers) they finally told me to go ahead and order the phone and get the 64g Black for 399. So I suggest calling and screaming and act like a complete a-hole and it might work...it worked for me! Good luck!!
- 09-15-2012, 01:12 PM #20
- 09-15-2012, 01:20 PM #22
Wow.. that's nuts. I personally held myself back from upgrading to the 4S so I could dump AT&T when my contract ended (June) and jump in the sack with Verizon for the 5. I've never been impressed with AT&T service as a whole. My customer service experiences with them have been good, and I can only confidently say that because the only time I contact them is via the Live Chat thing.
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- 09-15-2012, 01:20 PM #23
My friend just went through this yesterday. He ended up ordering two new iPhone 5's over the phone with
ATT and didn't receive the e-mail. Apparently his sister had a very old e-mail address on the account that he couldn't log into to see the e-mail. He had to change the e-mail address on the My AT&T site which took him forever because there was traffic. Then he spent almost two hours on the phone with a rep who ended up telling him he couldn't get the e-mail resent. Instead, he took him to the automated system to accept the terms and conditions. The rep could have just done that at the beginning of the call, lol
- 09-15-2012, 02:30 PM #24
- 09-15-2012, 02:37 PM #25