First, if you read this – please share it – post it… get it at there. I want to see what it takes to get AT&T to stand up and do the right thing. Because so far they haven’t. Here’s the story…..
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.)