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AT&T Frustrations

MacFan782040

MacFan782040

macrumors 65816
Original poster
Dec 1, 2003
1,073
811
So tell me if this sounds right to you guys:

Back-story: Ok so my friend had a 3G phone and lost is while riding his bike on the highway last week. He orders a 16GB 3Gs from AT&T, having it shipped to the store near us. Said it will take a week or so. Fine. No problem. However, in the mean time, I informed him that the local Apple store had them in stock and so he picked one up there. Paid $400.

He called AT&T and couldn't cancel his order, they said they will keep the iPhone at the store for 7 days, still charge his credit card, and then ship it back after those 7 days and refund the money on his card.

So I wanted to buy a 3Gs (new customer to AT&T, currently Verizon) and I checked all over the area. No Apple store in PA or NJ had them in stock. Neither did any AT&T, Best Buy, or Walmarts.

So I was all bummed, when my friend got the idea that "his" iPhone was still up at the AT&T store. I got all excited. So we drove up there this afternoon and explained the situation. The customer rep, who was rude from the start, said he cannot sell that iPhone to me, because it is under my friend's name and that is their policy. He stated that they needed to ship that iPhone back to the warehouse, and I would have to order one.

This sounded fishy. So we went out to our car, and called the AT&T national customer service line. We got somebody, who transfered us to a "resolution specialist" (floor supervisor) and he agreed with us that that was ludicrous and couldn't understand why.

We asked him if we could go back in the store and he could talk to the customer rep, which we did. We went inside, said we have John on the phone from AT&T, do you mind speaking with him. The guy, who was obviously mad to see us again and that we went above him and tried to get a second opinion, said something like "I'll see", and took my phone. The two then proceeded to argue back and forth, saying things like "You are wrong", "Then Check the "CPS!" (or C-- something...I don't remember what it was but it was some policy code)

We then think he HUNG UP on John at customer service (because John would have wanted to speak with us again after that), slammed my phone on the counter, and walked away without saying anything. I couldn't believe the kind of unprofessionalism expressed. We walked out of the store. BTW, we asked for a manager when we came back in the second time, but there wasn't any.

We called AT&T back again, explained what just happened, and had them put a note on my friend's account about all this. They apologized and everything, and basically said we should go through the District Manager to settle the complaint about the customer rep.

Now listen- I'm not asking them to change policy. Rules are rules, even if I think that is ridiculous. Even John said "They're not selling you the phone? That doesn't make any sense". If you have a phone there, which is just going to be sent back to the warehouse anyway, and my friend is giving his permission to give it to me, what's the problem!? Even if it IS policy, then why doesn't the store and the national call center COMMUNICATE and get me a straight answer? Hanging up on the guy and then providing NO explanation after and just walking away? I would have respected him a lot more if he was like "Guys, I'm really sorry but there is nothing I can do."...but seriosuly.. walking away?!?!?!?

Pretty P.O'ed right now...

What do you all think??
 
Bryan Bowler said:
I think you need to quit stressing and move on with your life...
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Haha well I read over what I wrote and I think I came off a lot more mad than I really am...if I gotta wait it's no biggie. I just didn't enjoy how the sales rep. was rude from the start and how customer service says one thing, they say another...yada yada...It's the first impression thing I guess.
 
Unfortunately you've got to get used to that with AT&T. Definitely a case of left-hand-doesn't-know-what-the-right-hand-is-doing syndrome.
 
That does sound pretty ridiculous, I mean if your friend is there - the one that has the phone under his name - and he says he doesn't want the phone, what harm is there for AT&T to sell the phone to him? That's AT&T for you...
 
I agree with the left hand not knowing what the right is doing when it comes to AT$T.

However, for me it is usually the other way around. The people at the local stores (and I mean AT$T stores, not authorized resellers) are generally very helpful and knowledgeable and the people at "customer service" are the pains-in-the-ass.

I really don't know why they wouldn't sell you the phone-they are MUCH easier to get this year than they were last summer.
 
Déjà vu! That happened to me last year, however on my case it was the manager who was being snappy about doing it, but the rep helping me and my friend was totally ok with it. I emailed customer service about what happened and CS apologized too for the manager's behavior ;)
 
I really do not think this is unique to AT&T. iThink the iPhone only further complicates things for them because Apple I'm sure gives very strict messages about what they are supposed to do, as opposed to LG who probably gives little restrictions as long as LG get paid for the phones.
 
thegoldenmackid said:
I really do not think this is unique to AT&T. iThink the iPhone only further complicates things for them because Apple I'm sure gives very strict messages about what they are supposed to do, as opposed to LG who probably gives little restrictions as long as LG get paid for the phones.
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Possibly, but it still doesn't excuse the rude, unprofessionalism that the sales rep. exhibited. The vague "we can't do that" explanation did not satisfy me. If it is Apple's policy tell me that it's Apple's policy!

I also left out that when we went into the store the second time, the sales rep. said to my friend "Well we don't even have your iPhone in yet", which is B.S. because he called right before we drove up to the store. Plus, the guy didn't even know his name, so how the heck would he even know??
 
There was one of them when I went into the Apple Store a few weeks ago.

There's 5-10 of them every time I walk into Wal-Mart.

6-12 every week at various Gas stations from Shell, BP to mom and pops.

You are dealing with people whom can have their bad days as well as their good.
 
MacFan782040 said:
Possibly, but it still doesn't excuse the rude, unprofessionalism that the sales rep. exhibited. The vague "we can't do that" explanation did not satisfy me. If it is Apple's policy tell me that it's Apple's policy!

I also left out that when we went into the store the second time, the sales rep. said to my friend "Well we don't even have your iPhone in yet", which is B.S. because he called right before we drove up to the store. Plus, the guy didn't even know his name, so how the heck would he even know??
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Your stories make those of us that are unemployed wonder why we are still unemployed. But I agree....
 
thegoldenmackid said:
Your stories make those of us that are unemployed wonder why we are still unemployed. But I agree....
Click to expand...

Ha! We actually said that driving home from the store. I've worked in guest services before at a Resort. We had people complain about things all the time- dirty room, pool closed b/c of weather, canceled activities, villa issues... And we always took that extra mile to see that the guest was happy and compensated for that. Now I understand everyone has their off days, but the rep. could have showed some human side to him and be like "I know it sounds silly, but that's the way it is, blahh blah.." Then I would have had a completely different outlook on this whole situation. I know it's not rhe end of the world but geeze, throwing my phone down on the counter and walking away does not give a good first impression to somebody who is going to be new to AT&T. Ok enough b**ching I'm headed to bed!! :p
 
I imagine since there is still a high demand for the iPhones inventory rules are in strict effect. Maybe it would have been better for your friend just to wait for his phone why all the hub bub?
 
Not sure if this is the reason and I ordered mine delivered to my home. But when it arrived the box itself hd a label which had my phone number on it. Meaning the SIM must have already been reg'd to my account. All I did was log onto ATT's website and enter my phone # to register the device and I was good to go.

Is it possible that they couldn't just give you your friends phone because it was tied to his account and it would have to be sent back to be "decomissioned" or whatever phrase you want to call it?
 
Sometimes it depends on whether or not the system they are jacked into will let them do certain things. More experienced reps know their way around the systems better, or higher ups will have access to certain systems features and overrides that lowers don't. Some will say the system won't allow this, but often rather than going into all that, just just blame it on policy.
 
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