I ordered 4S 32gb black in an ATT store on October 7th at around noon eastern time. I wanted to order in-store because I am doing an upgrade swap with another line on my plan and I wanted to make sure that was handled correctly. The rep I dealt with told me I should get an e-mail about accepting terms and conditions shortly after I ordered. He also assured me that I had ordered in time and I should expect to receive my phone on the 14th. He said at various points the system might display an expected ship date of 14-21 days, but that I would get my phone on the 14th.
I did not receive a terms and conditions e-mail (I did, however, receive an e-mail with a tutorial on how to use my new device, so I know ATT knew about my order). I waited through Saturday and Sunday -- still no e-mail. I had intended to call about it Monday Oct 11, but I just didn't have time. So, I called the ATT support number on Tuesday Oct 12. The ATT rep I spoke with said she wasn't sure why I hadn't received the e-mail. She said that someone in another department would contact me on or before the 14th to allow me to accept the terms and conditions over the phone and that my order would still ship on or around the 14th.
That answer seemed weird to me so I called the store where I ordered. They told me that I had accepted terms and conditions when I ordered the phone in-store and that my phone should ship as expected without any further action on my part. I remembered signing that, so their answer rang true. I left it at that for the time being. All the while my order status still showed backordered.
On Friday the 14th, an ATT rep called me. He informed me that I hadn't accepted the terms and conditions and that my phone wouldn't ship until I had. I explained to him that I had accepted them in-store and that I had never received an e-mail about anything to do with terms and conditions. He seemed as confused as me, but said he couldn't find anything in the system showing where I had accepted the terms and conditions. So, he said he would send out the e-mail so I could accept t&c's (whether for the first or second time), that I could expect the e-mail within the hour, and that my phone was reserved and would ship as soon as the issue was resolved.
On Saturday morning (Oct 15), I still didn't have the e-mail. So, I called ATT customer support again. They said it could take up to 48 hours to get the e-mail and there was nothing they could do. So, I waited the 48 hours.
On Monday morning (Oct 17), I still had no e-mail and I my order status was still backordered. I called customer service again. This time I got someone that actually seemed to have some ability to solve a problem. She called the ATT store I ordered from and verified that I had accepted terms and conditions there, got her supervisors to waive any further hoops the system was asking me to jump through, sent me an e-mail outlining my plan "changes," and sent a series of texts verifying that t&c's had been accepted, that the issue had been resolved, and linking me to my order status. She was told that my "place in line" had not been changed and I should receive my phone shortly.
Today my order status still says backordered. I called ATT, and they had the nerve to tell me that when I pre-ordered my phone, they said I would get it within 21-28 days (which is inaccurate, they said 14-21 at the time) and that they were still within that time frame. The intellectual dishonesty involved in that answer is staggering. Every ATT person I talked to on pre-order day would tell you to expect to receive your phone on the 14th or 15th. Whether they say something different in the fine print is irrelevant. They marketed the pre-orders as a way to receive your phone on launch day. Now they say I was mistaken in believing what they said.
ATT refuses to cancel the pre-order. They tell me it can't be done and that the only way the order can be cancelled is by returning the phone (after I receive it) within 30 days of the order. Further, they claim that my order date is Oct. 7. That was 12 days ago. They also tell me that it may take up to 28 days from today for me to receive the phone. So, they have set up a situation wherein I wouldn't be able to cancel the order at all if I receive it in the 21-28 day window they are currently quoting me. They admit as much. I am considering filing a complaint with my state Attorney General's office due to this particular issue.
Honestly, orders get screwed up sometimes and I can live with that. It is just a phone and I will be fine. However, I think it is beyond absurd that ATT would essentially act like I should have expected this from the get-go. If they would have owned up to their mistakes and offered any realistic solutions (like canceling the order) I wouldn't have been too upset. This deal has me considering a move to Verizon, however.
Sorry for the huge post. I don't think it violates forum rules, but I apologize if it does. Thanks for letting me vent.
