My order has been messed up four times and counting...
Long post, but it's been a long week...
On Tuesday, I placed an order online using the current promotion on iPhone XS (buy one get one $700 off). It went through with no issues. On Wednesday, I got an e-mail stating that my order was cancelled as they could not verify my identity, and to go to a store with ID to verify. When I called customer service, they told me they could not provide any more information and I had to go to a store. Unfortunately, I'm in Canada for work this month, but I drove two hours to NY to get to an AT&T store. I explained what happened and placed the order again on Thursday. It seemed to go through with no issues. I got an e-mail saying to log onto my account and verify the order. When I did, it only had the previously cancelled order listed, nothing about the in store order. I called customer service, and they recommended I call the store. The store said they had no idea why customer service would do that, but they checked whatever records they have and they said nothing was coming up. I called customer service and the guy told me no problem, he'd be able to help. We got to the end of the order and the confirmation was sent showing two different orders for some reason and one as an XS Max... not what I asked for. He assured me that it would be fine, the $700 promotion would be honored, and after some back and forth he told me that they would give me a $10/month credit for $10 months to refund the XS Max difference, which I agreed to. I asked him to send me a confirmation message about the promotion and the credit so that I could have evidence if it became a problem later. He sent me a message only regarding about the $10/month credit. I asked for the other and he said that he didn't know what I was talking about, the only deal he's aware of is for a free iphone 8, etc etc even though we had explicitly discussed it several times. At this point, I've been on the phone for about 2 hours, so I asked to speak to a manager. He told me that they would rescind the offer to reimburse the difference (for their mistake?) if I did, but I was far more concerned about getting the $700 credit. At this point, I was on hold being "transferred" to a manager for about 10 minutes before they hung up.
When I call back, I'm back at square one. No one has an idea what's going on. Who can I talk to to solve this? There have been so many errors that I don't have any idea how much I'm going to owe and what I'm getting.
ACE - Sage
5 years ago
You want upper level help, file a BBB complaint and someone upper level will contact you.
I’m might skeptical.
And one phone is being added on a brand new line right?
IPHONE OFFER: Limited time. Requires one new line. Buy an Apple iPhone 8, iPhone 8 Plus; iPhone X, iPhone Xs, or iPhone Xs Max (priced up to $1449.99) on 0% APR AT&T Next (30 mos. up to $48.33/mo.) or AT&T Next Every Year (24 mos. up to $60.42/mo.) installment agreement and get up to $700 in credits toward the purchase of another of those iPhones. Discounted device will be the lowest priced device.
I don’t believe for a minute they are going to credit more than the $700/24 or 30. The BOGO credits are given after the computer checks for the requirements. I could be wrong, but I’ve sent so many posts where no amount on human intervention changed the deal as printed.
5 years ago
Thanks for your reply, @lizdance40
Yes, one phone was being added as a new line.
I got it resolved - in the end I just kept calling and talking to various people until I found someone who understood my problem. Once I got to the right person, they told me that with the separate orders, it wouldn't be processed as meeting the promotion requirements (as I suspected). They cancelled the outstanding orders and placed a new, correct one.
One thing I didn't mention in the first post was that the guy would not tell me why he placed it on two orders or why he wouldn't just cancel them to correct them. When I finally got through to the right person, it was resolved within 10 minutes.
In retrospect, the whole conversation seemed really shady. Especially saying they'd rescind the offer to comp the difference for the error if I talked to a manager. If anyone from @ATTCares would like to follow up with me on this I'd be happy to give you my account information and more details.
ACE - Sage
5 years ago
Very glad to hear it. Classic ATT. When they’re good they’re very, very good, when they’re bad, they’re horrid.
Save EVERYTHING. Including screen shot of the deal off the sales page. CYA as they say....