The incompetence of AT&T

[ApplePhy]

I find dealing with ATT to be extremely frustrating. Not only are they incompetent, but I'm convinced they employ shady tactics to try and get everyone off of the 2 year contracts (and therefore subsidize prolong)

They manage to royally screw up iPhone pre-orders year after year.

2 years ago my wife ordered her 5s on preorder launch day (right at midnight) through ATT. We thought she was good until several hours later we still had not received the confirmation email from ATT.

When she finally called ATT, they said her order went through but was never processed so she had to order the next day through Apple, but by that time the slipping dates had slipped a few weeks.

This year we called ATT 4 different times, and EVERY time the rep told us that preorders would not be available through ATT this year, to not even bother trying to order 9/12. So she ended up ordering through Apple, but had to lose her 2 year contract (and subsidy pricing) because this option was not even offered through Apple this year (Why, I don't know. Again---shady tactics here. No reason why this option shouldn't be here. In all prior years, subsidy pricing and 2 year contract renewals were available through Apple when buying an iPhone on preorder, but for some reason this year it's suspiciously gone---FORCING a large number of people to be kicked off 2 year contract pricing)

Then we find out that folks WERE able to order through ATT on preorder launch day, and that 2 year contract pricing options were available to select, but again only on THEIR website/app, not through Apple.

If it weren't for the grandfathered unlimited data plans that she and I both have, I would have switched years ago.

Are other carriers this incompetent with iPhone preorders???

 

[T5BRICK]

If you keep giving them your money they're not going to change.

Personally I haven't had any of these problems but I buy my phones unlocked and hand then down, and the people on my plan don't use much data. Subsidized pricing and unlimited data aren't really at concern for me.

 

[ozziegn]

I find dealing with ATT to be extremely frustrating.

Then why do u continue to do business with them? We all know AT&T is mammoth company but to my knowledge they haven't started holding guns to peoples' heads and forcing them to do business with them.

There are other choices. Whether you act on those choices is in fact your choice and always an option.

 

[AutoLode]

I keep an AT&T as a back up to my vzw lines and the rare times I use it the service is so bad compared to vzw it's astounding AT&T has any biz at all and yes on the iphone upgrade deals thier fees and monthly add ons (or lack of discounts) for the monthly fees bring the price to well over full retail so they have terrible sub standard service and the highest possible hardware and plan prices not a win win thats for sure

 

[ohio.emt]

Like the others have said if you don't like them quit giving the your money. As for all your complaints you will find out the same with any big company, even Apple. As for the preorder with subsidy this has been known since July and has been talked about on any tech website and made national news.

 

[gsmornot]

2 year contract options were removed by Apple, not AT&T. You could have ordered via AT&T and continued your 2 year commitment. Not understanding the options does make it harder to do business with a company.

 

[eyoungren]

I'll see your incompetence at AT&T and raise you incompetence at Sprint!

Now just to figure out exactly what the hell I've 'won'.

 

[ApplePhy]

2 year contract options were removed by Apple, not AT&T. You could have ordered via AT&T and continued your 2 year commitment. Not understanding the options does make it harder to do business with a company.

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

 

[ssl0408]

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

I always hear or read these horror stories regarding the AT&T preorders. I never hear them about Verizon. For what it's worth, I'm an AT&T customer.

 

[ohsnaphappy]

I left them this time. Stayed with them 6 years. They told me the only way to upgrade to the 6s was to cancel my service with them. I was like, ok, fine, haha!

Every other time they let me pay off my phone and upgrade early, but not this time. So bye! And for now on I'm just paying full price so no one can tell me what to do. I'm too American to follow all these damn rules

 

[maxsix]

I've had nothing but excellence from AT&T.
Five new iPhones each year for the family members is quite the test. Last night I was done in mere minutes. Smooth, fast, all online without any problem.

Thanks AT&T...

 

[ohsnaphappy]

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

Do you use more than 12gb? Verizon has 12gb for $80, and 18gb at $100 for a limited time.

 

[ectospheno]

I get people being on Verizon. Their coverage map is sexy.

I get people being on T-Mobile. Their pricing is great.

Why on earth do people use AT&T? Habit? Laziness? What do they offer that you can't get in a better form elsewhere?

 

[bronzi]

2 year contract options were removed by Apple, not AT&T. You could have ordered via AT&T and continued your 2 year commitment. Not understanding the options does make it harder to do business with a company.

Ummm, that was an ATT MOVE, NOT AN apple Move as ATT is trying to get people off contracts AND off unlimited plans and onto NEXT. However, this was not well received and left the door open for Apple to offer their own plan for financing. For me, I'm doing BYOD and getting a corp discount allowing me to have unlimited minutes, unlimited text and unlimited data for $43 +taxes. Not a bad deal. I'm paying $96 now with 900 min, unlimited text and grandfathered unlimited data. Time to let it go and I did.

 

[ssl0408]

Do you use more than 12gb? Verizon has 12gb for $80, and 18gb at $100 for a limited time.

Is this offer on their website? I currently have the AT&T plan $100 for 20gb but I've been frustrated with the service for the past 6 months and if Verizon is the same price for better service it is worth it.

 

[eyoungren]

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

Go figure. 16 years of being lied to by Sprint CSRs, both over the phone, in person and online as well as being lied to aggregiously by Sprint the company itself has given me a suspicious nature towards salespeople and customer service in general.

Who knew that experience would benefit me?

I bring that up because there's no way I'd believe what AT&T CSRs are telling me versus what I read on this site.

 

[ssl0408]

I get people being on Verizon. Their coverage map is sexy.

I get people being on T-Mobile. Their pricing is great.

Why on earth do people use AT&T? Habit? Laziness? What do they offer that you can't get in a better form elsewhere?

Well, it's a GSM carrier so for a while that was attractive. Another big thing, until VOLTE on Verizon you couldn't use voice and data simultaneouy with an iPhone. Plus, a lot of the original iPhone users are still with AT&T because of unlimited data.

 

[Zwhaler]

Why on earth do people use AT&T? Habit? Laziness? What do they offer that you can't get in a better form elsewhere?

Actually, to some extent, yes. I'm sure that there are still people out there (myself included) who are still on AT&T simply from the iPhone exclusivity days.

 

[slippery-pete]

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

I get people being on Verizon. Their coverage map is sexy.

I get people being on T-Mobile. Their pricing is great.

Why on earth do people use AT&T? Habit? Laziness? What do they offer that you can't get in a better form elsewhere?

Why? Never once have had an issue with them (knock on wood). Been with them 10+ years. All carriers have issues, it is not isolated to At&t

 

[mtneer]

I think the big mistake was asking AT&T "reps". He contract situation was all over the internet since June. I got all I wanted to know by doing my own research and forums. I would never ask an AT&T "rep" anything about AT&T.

 

[gsmornot]

Ummm, that was an ATT MOVE, NOT AN apple Move as ATT is trying to get people off contracts AND off unlimited plans and onto NEXT. However, this was not well received and left the door open for Apple to offer their own plan for financing. For me, I'm doing BYOD and getting a corp discount allowing me to have unlimited minutes, unlimited text and unlimited data for $43 +taxes. Not a bad deal. I'm paying $96 now with 900 min, unlimited text and grandfathered unlimited data. Time to let it go and I did.

Looking deeper, I find myself corrected. They are following T-Mobile in the elimination of 2-year contracts. I prefer the Next plan but its because I like to swap my device each year and need the flexibility. Optionally, I could buy the device outright and sell it each year too. (I could keep it two years or more but, nah, thats not me right now)

 

[budselectjr]

First off, DO NOT go to a AT&T authorized retailer. Go to a company store. I initially made that mistake yesterday and had the worst customer experience ever. I was laughed out the door and was told that transferring of a upgrade was illegal.

Anyways, spent most of yesterday trying to get AT&T to fix an error claiming that my phone that I purchased at 2-year pricing was on a Next installment plan. Even though I wasn't billed for the past year for any Next plan I was going to be charged for the entire price of the phone on the next billing cycle(via a letter I received in the mail).

I even brought in credit card statements showing I paid 2-year contract pricing. Still took a long time to get it fixed. Glad I will now be doing the Apple Upgrade program and will only have to deal with AT&T for month to month data and voice.

 

[CarboysDesire]

I've had nothing but excellence from AT&T.
Five new iPhones each year for the family members is quite the test. Last night I was done in mere minutes. Smooth, fast, all online without any problem.

Thanks AT&T...

Same here. I've ordered over the years from both AT&T and Apple and I can't say that one was better than the other, at all.

Last night my order went thru at 11:58 pm PST, and it was so quick and easy, all on the AT&T site using my macbook air. I even had to log out of one account and into another because the pricing was better as the one I was originally going to use was giving me a higher price because it just got an upgrade last year. So logging back in I had to reset the password, which was seamless, then log back in and place the order with a 2-year contract and discounted pricing. $499 for a 128 gb in gold, 6 plus.

It could only have gone smoother had I logged in with the correct account the first time--which had nothing to do with them--that was all me.

Still the whole process took minutes. 5 at the very most.

 

[andrewmaj]

Why would this years preorder be any different where they wouldnt participate in preorders?? Did you really believe they would be the only ones not offering preorders? A phone company? Kind of your own fault for believing what they said which was contrary to every other bit of readily available information

 

[trek360]

Yes, I could have ordered from AT&T. Which would've gotten my wife the 2 year contract.

Problem is: it was AT&T (via four different reps) who told me they would not be participating in preorders this year. To not even bother trying to preorder, and to ONLY try Apple.

This is what annoys me---by re-directing their customers (intentionally or through ignorance/incompetence) to Apple for pre-ordering, it forces many to forgo their 2 year contracts.

Nice how that works out for them, isn't it?

As far as why we stick with AT&T...its due to the unlimited grandfathered data plan that my wife and I have. I'd hate to give this up, as iPhones are quickly becoming our main mode of media consumption due to the increasing screen sizes.

I guess it wouldn't hurt to explore my options for the future.

But are the other carriers any better? Worth giving up the unlimited data plan for?

You can cancel your apple order and re order thru att to keep your 2 yr contracts. You may not get your phone on launch but it shouldn't be too delayed.
Agree with you that att should have given you better info. But they are trying to move everyone to next it seems.
Personally I would stick with unlimited data.