We have been ATT customers -- GOOD customers -- for eight years.
On Saturday we went into an ATT store to replace my wife's iPhone which is lost. Our experience seemd fine until we got home and realized what had actually been done. Now I would describe the entire experience with ATT as horrendous.
If I can't speak to anyone above a floor supervisor today or tomorrow or when we return from vacation early next week, we will find another cell phone service provider and end our business relationship with ATT. (We have no contract so nothing prevents us from doing this.) I will also make sure that I use social media to share this wretched experience with as many other people as possible.
I need to discuss the following issues.
1. We were told we were not eligible for any phone upgrade on my wife's phone. Thus we were given no option other than to pay full price. Yet our bill shows we are eligible for an upgrade on my phone (we have one account). This makes no sense as my wife's phone was much older than mine is.
2. We were offered an iPad mini for $99. We had no need for another iPad as we have two that serve our needs. Neither one offers cellular service nor do we need cellular service on any iPad. Despite an extended conversation with the salesman about how our monthly bill would be affected by our purchase decisions, we were NEVER told about a $10 monthly fee and two year-contract for the iPad if we purchased it. I have paid you for the iPad. I have been told my only option is to ship it back to you myself once we receive it.
3. We specifically asked for the new equipment to be shipped to the ATT store. We were told that was impossible. So imagine my surprise when the very next day I received an email from ATT that reads as follows:
"Did you ship to store?
"• We'll notify you by email once your order arrives, then pick your order up anytime
within 7 days."
4. When I spoke to an ATT floor supervisor last night (April 25) I was told the only way a change could be made in shipping the equipment is if I took care of it myself. This despite the fact that the shipment had not yet left your facility.
5. I was told last night it would be possible to speak to someone above a floor supervisor if I called back during normal business hours. I did so this morning. What I was told last night is either false -- or the person I spoke with (Cynthia) simply refused to connect me to anyone above a floor supervisor and she insisted no floor supervisor could escalate the complaint to anyone else who would talk to me either.
6. Finally to make matters worse, Cynthia also told me that anything that happened at the ATT Store was not ATT's responsibility. This is absurd beyond words.
To summarize: I will cancel our service next week when we get home if I am not given the opportunity to speak to, or email directly with someone with enough authority in your Customer Service or Customer Retention departments to make the appropriate adjustments to our account. I have already wasted close to three hours on this nonsense.
I can be reached by email or by phone. My account number is ***. That should provide you access to my email and phone number.
Thank you.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]