I recently wrote a post defending AT&T (not so much AT&T but their CSR's). Yes, we've all been given a timeframe of when we should receive our phones and for most that timeframe has not come yet. So do we have a right to complain? Technically, no.
But...
It does not seem fair that AT&T is sending phones out in an order only they seem to understand. It's most definitely not first come first served as is noted on our order status page.
And while it's in no way the fault of the CSR's (IMO) many people are being told VERY different things each time they call AT&T. Very unprofessional on the part of AT&T.
There's also no clear way of knowing what's going on with your order. Your order status page has a timeframe but then you hear about people getting tracking #'s before that page is even updated. So if you really want to know when your phone is coming you have to check the order status page, the Premier order status page, call the 877 number, and check the FedEx and UPS websites. Sometimes even that results in conflicting information. Some people are having phones show up at their house with NO prior contact from AT&T stating the phone was shipped. Some people have had their orders canceled or can't find their orders, presumably due to no fault of their own, then get put at the back of the line.
Throw in the fact that any time you try to call or chat you get someone in India named John or Mary (yeah, right) who can barely understand English and can do nothing but cut and paste canned responses and the blood pressure goes up a bit.
Then other people who ordered the exact same phone AFTER you are receiving theirs.
And then we start seeing people getting their phones from the Apple Store when we pre-ordered a week earlier. Admittedly, NOT AT&T's fault but it certainly adds to the frustation.
So it's not that AT&T told us once to expect our phones between X and X dates. It's that there's so much conflicting information being passed on by AT&T themselves. Yes, we're partially to blame for getting our hopes up but AT&T really needs to do a better job of communicating ONE message (not to mention any changes that may need to be made to their ordering system to help ensure items are sent FCFS as promised).
So yeah, I can see it from both sides. I accept the fact that I am impatient. For the most part I'm internalizing it, there's no point bugging AT&T or more specifically their CSR's every day. But AT&T also has plenty of blame here. We really just want our phones and once we have them we'll all go back to normal. Ultimately it's 2 weeks using a phone you were very happy with up until 2 weeks ago. Not the end of the world. Let's all take a moment to put things into perspective and consider ourselves very lucky that this is the biggest issue we're grappling with right now.
just sucks! Monopoly is what it is at this point
