To Whom It May Concern,
After being with AT&T for over 6 years, my experience over the past month has been unbelievably horrible to say the least. I originally pre-ordered an iPhone 6 plus 16 Gig at an AT&T store on September 20th. However once I received the phone I decided that I would need a 64 Gig instead. I did not open the box or even break the plastic seal on the phone. I took it back to the store where I originally ordered it from and informed them that I wanted to return the 16 Gig and reorder a 64 Gig. For some reason one of the representatives at the store said that the 16 Gig 6plus had to be activated in order to return it which didn’t make sense to me but I’m assuming he did. He then went on to process a new order for a 64 Gig iPhone. Shortly after I left the store my iPhone 5s that I would continue to keep until my new phone arrived was deactivated. When I got home I called customer service from my work cell phone to inform them of the issue, and they said it had to be resolved in the store and there was nothing they could do over the phone. I went back to the store later that night where the representative there was not able to reactivate my phone. He called customer service for me there in the store and I proceeded to spend over an hour on the phone with them to get the issue resolved. The representative on the phone told me I had to cancel the order I had just placed hours earlier for the new 64 Gig iPhone in order to reactivate my 5s then I could order the iPhone 6 plus 64 Gig…AGAIN. The customer service rep on the phone also said she was having trouble reissuing my unlimited data which I have always had grandfathered in during upgrades. She said she fixed it and assured me everything was back to normal and that I could place my order for my iPhone 6 plus 64 Gig which I then did. A few weeks later I began to receive texts stating I was about to exceed my 3GB data plan. I called customer service on my day off on Veteran’s Day where I proceeded to inform the customer service rep of the issues up to that point. He said he had the unlimited data put back on and it would take up to 24 hours to be reflected and that my order status for my iPhone plus was still on schedule. On November 22nd I received another text that I was about to exceed my data again and on November 24th I received an email stating my iPhone 6 plus order had been cancelled. I called customer service that day and explained….AGAIN everything that had happened. The representative said she would make a case for the unlimited data and gave me a case number. She said it would take until about Dec 3rd to be corrected. However when I asked about my phone order status all she could say is that it was cancelled and couldn’t tell me why. She said I would probably have to order the phone…..AGAIN!!! The fact that I’ve been a long time customer who’s always paid on time makes it incomprehensible that no one can figure out these trivial issues. This process has been annoying and if I really have to wait another 6 weeks for a phone when it’s the company’s fault in the first place, then I’m going to say forget it and consider just letting my contract run out and switching providers, especially since the phone will be a quarter of the year old by then and they’ll already be discussing plans for the next iPhone. All transactions I had with ordering, reordering, AND REORDERING my phone happened at the same AT&T location which is AT&T Company Store 1061 Annapolis Mall Space 184 Annapolis, MD 21401. I don’t have the time, patience, or desire to sit on the phone with customer service representatives 30-60 minutes at a time for the same crap. I’ve worked in customer service so I’ve seen how people just pass the blame and responsibilities. So if someone actually responds to this with a possible solution then maybe I can move forward with this company. If not, I’ll know where I stand as a customer and will look into other options.
Brian Leggett