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mackers1313's profile

New Member

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6 Messages

Thursday, June 1st, 2023 9:23 PM

Is ATT's customer service getting worse?

20+ year customer and I'm about to throw in the towel and switch to Verizon due to ATT's AWFUL customer service. Ordered a phone only to have the order canceled within minutes because I tried to have it shipped to my office due to the signature requirement.

Seems reasonable enough, right? WRONG! Calling customer service is a never ending loop of being placed on hold and transferred to people that arent there or you cant hear, requiring the entire process to start again. I tried online chat, only to have agents transfer me to supervisors that werent even there and didnt respond. All I wanted to do was order a new phone on an existing account. I even reached out on Twitter. They replied to my post asking me to send them a private message, so I did. Guess what? 2 hours late and no response! Ordering a new phone should NOT be this hard

While I was waiting on hold, I see that Verizon is offering the same phone i tried to order for free! Guess where I am stopping on my way home from work today?

So adios ATT and your awful customer service! Hopefully you guys make changes before you lose more customers.

ACE - Expert

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14.4K Messages

1 year ago

Guess where I am stopping on my way home from work today?

Since you didn't want the phone delivered to the address on file, why didn't you just make plans to stop at AT&T on your way home from work today rather than call trying to...do something?

New Member

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6 Messages

1 year ago

ATT's website said its not available to be picked up in any stores remotely close to my location. Plus, I dont have 2 hours to waste at an ATT store, hence why i was ordering it online

Community Support

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232.8K Messages

1 year ago

Hello @mackers1313, this is not the experience we want you to have ordering a new phone.

 

We're happy to help with information for placing your order online.

 

AT&T offers Free Same-Day Delivery and Curbside Pick-Up


Free curbside pickup

  • Select the Curbside pickup option in your cart at checkout and get your order the same day.
  • You'll get a call when your order is ready so you can swing by and pick it up.

Contactless delivery time

  • Pick the time and you will get your device delivered straight to your doorstep, while practicing social distancing.
  • Upon delivery, you will be contacted to schedule a free over-the-phone personal appointment. 

 

Let us know if you have any questions. Thank you for contacting AT&T Community Forums.

 

DiajhanaeJ AT&T Community Specialist

New Member

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6 Messages

1 year ago

As I just posted above, ATT's website said its not available to be picked up in any stores remotely close to my location. The only option it gives me is to have it shipped, but that requires a signature and it wont allow me to have it shipped to my office - you guys canceled my last order when I tried to do it. I have no way to get a new phone without wasting 2 hours of my life in an ATT store, and thats unacceptable.

New Member

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6 Messages

1 year ago

Never mind, I cant even go into a store to get the phone I want - for some reason the silver I-phone 14 Pro needs to be shipped, but I cant have it shipped because nobody will be home to sign for it and they wont allow me to ship it to my office. It is literally impossible for me to buy the new phone I want, unless I take a day off of work and hope that they actually deliver it that day. Its not as if I live in some small town either, I live in Chicago.

I am so done with AT&T.

ACE - Sage

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118.2K Messages

1 year ago

Well pardon AT&T for trying to prevent fraud on your account.

So you would rather AT&T ship a phone paid for by you and on your account to an address that is not on your account and Just assume that it is really you and not someone who's hacked your account and trying to scam a phone?

You may be that trusting but AT&T is not. And neither is Verizon.

 I hope you have a Verizon store real close to you, because Verizon always ships signature required to the address on file. And I know this because I was a Verizon customer for many years before switching to AT&T in 2014, and I switched back to Verizon in 2019.  

Especially during the years where Verizon phones were sold unlocked out of the box. Fraud was rampant, Verizon lost about 7,000 phones every month to fraud, porch pirates, etc.  

New Member

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6 Messages

1 year ago

They verified it was me via text to my current AT&T phone. Having packages shipped to one's workplace isn't out of the norm, but requiring people to take days off to sign for a package without offering any alternatives - like having it shipped to a store - is.

New Member

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6 Messages

1 year ago

wow, AT&T, you continue to outdo yourself. Decided to go with a different color Iphone just so I can get a new phone, found one in stock at an AT&T store near me, ordered it, then got a message 30 minutes later that it is out of stock and they are canceling my order AGAIN!!!

I gave you a 2nd chance, AT&T, and you blew it. 20+ years as a customer and you guys just cant seem to get your act together. Adios, Verizon, here I come!

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