Ladies and Gentleman – I’m going to tell you a little story about how my brother and I are getting screwed by AT&T. Here’s a play by play account of how we are now being told the iPhone will be delivered between 21 to 28 days from the day the order was placed, a full 2-3 weeks after the date originally noted by AT&T.
October 7 @ 12:01 AM – My brother goes online in an attempt to order 2 iPhone 4S’, one for each of us. After 1.5 hours of not being able to get through to the AT&T system, he finally decides to go to bed.
October 7 @ 9:30 AM – An order is placed online with AT&T for 2 iPhone 4S’. A confirmation email is received noting a delivery date of approximately October 14.
October 8 @ 7:55 AM – We receive an email from AT&T noting our order was cancelled. AT&T is unable to determine why the order was cancelled. We’re told the delivery date will continue to be October 14. so we place a new order.
October @ 10 AM - My brother calls AT&T as he has not yet received the Terms and Conditions email. At this point he is told that the email will not be sent until 24-48 business hours. My brother asks how is the phone going to arrive on Friday if that is the case. He is told it will not be delivered on Friday, but early next week sometime.
October 11 (Morning) – We receive an email to accept the Terms and Conditions of the order and it is signed right away.
October 12 – I receive a voice-mail from the AT&T Fraud Department requesting to verify a new phone was ordered to replace my current phone. I called on October 13 only to be told I can’t verify the order due to not being the account holder. I ask why they called me instead of the account holder. Turns out my brother called on October 12 to clear things up and is told that the phone will still be received 7-14 days from order date. My brother is not happy and voices his displeasure, but would rather not wait in line at a local Apple or AT&T store.
October 17 – After not hearing anything for a few days and having trouble verifying the order online (even with an order number, a shipping number and confirmation email) my brother calls AT&T to get an update, at which point he’s notified delivery will be between 21 to 28 days from the order date. AT&T has no record of the original order noting delivery around October 14. Offers to send them the email we received are rebuked. Specifically, they say it doesn’t matter now. Like hell it doesn’t! An attempt to cancel our order is also rebuked due to having already accepting the Terms and Conditions. Somehow AT&T is allowed to change the terms of the order, but we can’t. Seems a little one sided to me. I’m sure if we asked them to review the recorded phone conversations we would also be rebuked. Either that or they’ll say the recordings were cancelled, uh, I mean lost.
So, I think AT&T is pretty much telling us to go screw ourselves. What kind of crap customer service is this?!?! I haven’t read anything online about this happening to anyone else, but would welcome getting some feedback from customers that are getting the same runaround. Customers shouldn’t be treated this way. I think this has another Better Business Bureau (BBB) complaint written all over it. It seemed to help the last time I submitted a complaint.