Why is Retention & Escalation and other CSRs avoiding me????
Here's my story.....
Ordered: 6+ SG 64GB
When: 09/20 @3pm CST
Where: AT&T Retail Store
What: Chase Debit Card--New cards replaced by expired ones that were activated and used since 1st day of September. No problem putting order through for the initial hold on the 09/20 for the 6+ with the addition of a new line for it. We also had purchased a regular 6 Silver 64GB on morning of 09/19 at Apple Store with no problem!!
Estimates: 10/29-11/07
Status 10/29 pm: Processing (877#)
Status 10/30 am: CANCELLED
Retention team explanation: No clue, but Ms. Harden kept pressing on the idea that lack of available funds was the reason.
Faxed Our Proof: 10/30 early pm sent 10/28-10/31 checking account balance info to Ms. Harden.
Proofs Reviewed: 10/31 am, but Ms. Harden (now mellowed down) refused to send US proofs of her promised discounts on an email for us to follow up on.
Switched to Escalation: 10/31...Mr. Edmond was very promising at first. Promised that all activation or upgrade fees were to be reversed, and that new line credited from all usage charges due to unjustly cancelled order. I thought he was "the one" to fix it all. I was wrong....
11/03 evening: Edmond suggested to use the upgrade of another line to place a web order. We were to call/email that order # which was to be forwarded to a project manager to ship within our ORIGINAL dates.
11/07: After no returned calls or emails, finally realized that we'd been taken for a ride. Chat reps were unable to restore eligibility of new line from cancelled order immediately, and I was told it should have reversed automatically after it was cancelled on 10/30.
11/11: Visited ATT Corporate store, as was advised by MacRumors forum members. They cancelled the "replacement" web order and worked on the new line of the 1st cancelled order. Both lines were upgrade eligible again within minutes.
11/12: Istocknow alerted me of availability at local Apple Store around 1pm. Used Apple Store app to hold for pick up. Went to Apple Store with family after work, and walked out with phone in a matter of about 10 minutes.
11/14: Received wireless bill of over $250...you guessed it..no $10 monthly discount, no reversed $40 activation for new line, $40 upgrade fee showing for the "replacement" web order cancelled on 11/11 at ATT Corporate Store days earlier, and usage charges of over $50 showing for new line that was useless without the phone they cancelled on me...I just got the phone for it on 11/12!!
Been a customer over 20yrs since I was a teen....that's loyalty. I feel as if I am being punished for being right. Unfortunately, I suspect that my account has been flagged because it seems no one wants to service me...calls/emails done during business hours aren't answered or returned, chat sessions randomly dropped or hurriedly transferred to another chat department, etc.
It seems as if Retentions & Escalation teams do not leave notes in the system (CSRs have said they don't have access to those conversations) and instead make direct calls, so they can't be held accountable for the compromises they offer to customers.
I challenge any ATT rep from Account Specialist, Retentions, Escalation, or any other department to make good on their promises.
As a 20yr customer, I deserve better than to be punished for proving I was right....😢.
Here's my story.....
Ordered: 6+ SG 64GB
When: 09/20 @3pm CST
Where: AT&T Retail Store
What: Chase Debit Card--New cards replaced by expired ones that were activated and used since 1st day of September. No problem putting order through for the initial hold on the 09/20 for the 6+ with the addition of a new line for it. We also had purchased a regular 6 Silver 64GB on morning of 09/19 at Apple Store with no problem!!
Estimates: 10/29-11/07
Status 10/29 pm: Processing (877#)
Status 10/30 am: CANCELLED
Retention team explanation: No clue, but Ms. Harden kept pressing on the idea that lack of available funds was the reason.
Faxed Our Proof: 10/30 early pm sent 10/28-10/31 checking account balance info to Ms. Harden.
Proofs Reviewed: 10/31 am, but Ms. Harden (now mellowed down) refused to send US proofs of her promised discounts on an email for us to follow up on.
Switched to Escalation: 10/31...Mr. Edmond was very promising at first. Promised that all activation or upgrade fees were to be reversed, and that new line credited from all usage charges due to unjustly cancelled order. I thought he was "the one" to fix it all. I was wrong....
11/03 evening: Edmond suggested to use the upgrade of another line to place a web order. We were to call/email that order # which was to be forwarded to a project manager to ship within our ORIGINAL dates.
11/07: After no returned calls or emails, finally realized that we'd been taken for a ride. Chat reps were unable to restore eligibility of new line from cancelled order immediately, and I was told it should have reversed automatically after it was cancelled on 10/30.
11/11: Visited ATT Corporate store, as was advised by MacRumors forum members. They cancelled the "replacement" web order and worked on the new line of the 1st cancelled order. Both lines were upgrade eligible again within minutes.
11/12: Istocknow alerted me of availability at local Apple Store around 1pm. Used Apple Store app to hold for pick up. Went to Apple Store with family after work, and walked out with phone in a matter of about 10 minutes.
11/14: Received wireless bill of over $250...you guessed it..no $10 monthly discount, no reversed $40 activation for new line, $40 upgrade fee showing for the "replacement" web order cancelled on 11/11 at ATT Corporate Store days earlier, and usage charges of over $50 showing for new line that was useless without the phone they cancelled on me...I just got the phone for it on 11/12!!
Been a customer over 20yrs since I was a teen....that's loyalty. I feel as if I am being punished for being right. Unfortunately, I suspect that my account has been flagged because it seems no one wants to service me...calls/emails done during business hours aren't answered or returned, chat sessions randomly dropped or hurriedly transferred to another chat department, etc.
It seems as if Retentions & Escalation teams do not leave notes in the system (CSRs have said they don't have access to those conversations) and instead make direct calls, so they can't be held accountable for the compromises they offer to customers.
I challenge any ATT rep from Account Specialist, Retentions, Escalation, or any other department to make good on their promises.
As a 20yr customer, I deserve better than to be punished for proving I was right....😢.