A week and half ago, I ordered two phones online. A completely efficient, smooth, and frankly easy process. At least, that is what I thought. Two days later, I receive an email telling me the phones had shipped. I was stoked!!!! So much faster than I what I had anticipated. Now let me backtrack a little bit.
When I checked out - AT&T informed me that there would be a signature required for the phones. So it gave me an option to have a different shipping address. Being a working mom, and appreciating the information- I chose to have the phones delivered to my place of employment. Smart, right? I thought so, too! I mean, there is always a receptionist at the front - and this place is constantly full of people. No way, no how, these packages could not be signed for - and... we know our FedEx guy - see him all the time, and he is mad cool.
On Monday, I check to see if it's gonna be here so I can alert everyone that if they get the phones - put them in my office. And what do I see? Delivery exception - returned to sender. What!? Why? I was confused. No email from AT&T with a problem, so I call FedEx. They tell me, AT&T requested the order to be returned.
So, I call AT&T. And the nightmare begins. Day one - total time on phone? Over 4 hours. 95% of that time - being on hold. And no one knew why they were returned. So, they would tell me that they were gonna figure it out - asked me if I would mind to hold - I agree... and 2 minutes later - a cold transfer. I was dumped back into the phone que. Now, I will say, every single person I spoke to, was kind. Just had no follow through. I end up at a call center, where it was scripted. I understand that the guy on the other end, doesn't get a lot of what I am saying - so I just answer his questions, he gives me an escalation #, and states that someone will contact me within 48 hours.
I facebook AT&T. I tweet them. And to my surprise - I get a response! Ask me to email information to them - and I did it right then. They tell me that they will contact me asap. FYI - STILL NOTHING FROM SOCIAL MEDIA GUY.
48 hours later....
Nothing. So I call again. I am apologized to, and assured I won't be dumped into a phone que. What happens? Dumped. Each department thoroughly explains how I shouldn't have been transferred to them - and promises to warm transfer me to the right place. Doesn't happen. Nothing. Finally, I get a supervisor - after persistence. She does what she can. Then I am once again transferred to sales to resubmit the order. It must go to my home address, but whatever - It's for a birthday present - and I will stop the delivery to pick it up at the FedEx place across the street from my job.
But here is what gets me. It took hours of my time - to correct a mistake. I spend way too much money on cell phones - but I have teenager and a tween, and myself - so, it's steep. I pay my bill each month. I just want what I asked for. And I want them to do what they say that they will do. A survey company called me, and refunded my bill 80 dollars. A survey. Not anyone from management. And the girl on the survey end, was mortified, and stated "More should happen, but this is all I am allowed to do." And I appreciate it - But I think they need to step up. Answer for it. My kid wanted an iPhone for her birthday. I wanted to surprise her with it. Now I can surprise her with a pic and say... "It's coming." And it isn't about the thing. It's about doing what you say you will do.
If you say you will call - do it. So AT&T - Man up. I am including just some frustrated screen shots below... Just so you know I am not crazy. (*I never raised my voice to one person, Pull your phone logs AT&T... I apologized to the rep b/c it was mess.)
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