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I had most of a long post written up and then the computer died. Blah. Grrrr.
So, basically, my husband and I were eligible for an upgrade on both of our cell phones. We verified this twice with AT&T. My husband even got a text to that effect. We reserve our iPhone 4s, which are not easy to get right now, and we get the email yesterday that they've arrived. As we were informed when we reserved them, we need to pick them up within 24 hours due to the demand. No prob.
We head down there, super awesome Apple guy gets mine set up first since I'm the primary name on the account. Great. Goes smooth. Even saves my contacts from my old phone.
We start setting up my husband's. It says he's not eligible for an upgrade until December. Getting the phone now without the upgrade price would cost us an extra $200. No. Way.
My husband spent half an hour on the phone with AT&T getting mixed stories and was told he was probably approved, then unapproved for upgrade for some reason. If we went to an AT&T store, they could sort that out for us and get it fixed on the account. He said we could get the phone for just $100 more (which would still be a no), then backed out on that. Then, he tried really hard to get my husband to buy the phone for $300 more and no contract. NO!
My husband fills me and the Apple guy in on what's going on, so awesome Apple guy tells us there's an AT&T store across the street and he'll put the phone in customer hold while we sort this out.
AT&T store: the girl at the front taking names to talk to a rep didn't even want to take our names down or let us talk to anyone after she asked about the gist of our situation. We finally convinced her to let us freaking talk to somebody and she wrote on the paper, right in front of us in big letters, "CHECK NOTES" and underlined it. Great. She thinks we're trying to pull something and made that clear.
We went in circles with the rep for a while who left to talk to the manager three times with different questions and always came back with the same answer regardless of what we asked. We finally asked to speak to the manager. The manager told us that the phone rep was wrong. They can't do that in the store. They have to send an email to corporate and have them review the account and make it right. That will take 24-72 hours. At this point, we're super frustrated because there's a reserved phone that might not be there by the time this gets sorted out. The manager lets it slip in passing that there are test they can do on our account to find out what happened and my husband is like "DO IT!"
So, we wait. Tests come back. We were eligible for an upgrade. When we relocated, the account erroneously added 6 months to my husband's upgrade time. To fix it? We still have to wait on corporate. We were told they're usually fast on Saturdays, so we waited for a bit, then had to leave at about 3:30 to get some food it had been so long. They took our numbers and said they'd call when they heard back. We wait until after 5 pm. (We left the apartment at about 10:30 and we had a lot of other things that needed to get done!) No call from AT&T. I call the store. They said they haven't heard anything and they'll call me.
We talked to yet another awesome Apple guy in the store and told him our situation, including that AT&T has admitted to the mistake, we're just waiting on them to fix it, it could be as late as Tuesday before they get their act together. He found our other phone in customer hold and put a note on it himself to leave it there until Tuesday so we had a chance to straighten this out and not lose the phone.
So, it's Sunday, and we still haven't heard anything. AT&T, you suck. Apple, you rock.
So, basically, my husband and I were eligible for an upgrade on both of our cell phones. We verified this twice with AT&T. My husband even got a text to that effect. We reserve our iPhone 4s, which are not easy to get right now, and we get the email yesterday that they've arrived. As we were informed when we reserved them, we need to pick them up within 24 hours due to the demand. No prob.
We head down there, super awesome Apple guy gets mine set up first since I'm the primary name on the account. Great. Goes smooth. Even saves my contacts from my old phone.
We start setting up my husband's. It says he's not eligible for an upgrade until December. Getting the phone now without the upgrade price would cost us an extra $200. No. Way.
My husband spent half an hour on the phone with AT&T getting mixed stories and was told he was probably approved, then unapproved for upgrade for some reason. If we went to an AT&T store, they could sort that out for us and get it fixed on the account. He said we could get the phone for just $100 more (which would still be a no), then backed out on that. Then, he tried really hard to get my husband to buy the phone for $300 more and no contract. NO!
My husband fills me and the Apple guy in on what's going on, so awesome Apple guy tells us there's an AT&T store across the street and he'll put the phone in customer hold while we sort this out.
AT&T store: the girl at the front taking names to talk to a rep didn't even want to take our names down or let us talk to anyone after she asked about the gist of our situation. We finally convinced her to let us freaking talk to somebody and she wrote on the paper, right in front of us in big letters, "CHECK NOTES" and underlined it. Great. She thinks we're trying to pull something and made that clear.
We went in circles with the rep for a while who left to talk to the manager three times with different questions and always came back with the same answer regardless of what we asked. We finally asked to speak to the manager. The manager told us that the phone rep was wrong. They can't do that in the store. They have to send an email to corporate and have them review the account and make it right. That will take 24-72 hours. At this point, we're super frustrated because there's a reserved phone that might not be there by the time this gets sorted out. The manager lets it slip in passing that there are test they can do on our account to find out what happened and my husband is like "DO IT!"
So, we wait. Tests come back. We were eligible for an upgrade. When we relocated, the account erroneously added 6 months to my husband's upgrade time. To fix it? We still have to wait on corporate. We were told they're usually fast on Saturdays, so we waited for a bit, then had to leave at about 3:30 to get some food it had been so long. They took our numbers and said they'd call when they heard back. We wait until after 5 pm. (We left the apartment at about 10:30 and we had a lot of other things that needed to get done!) No call from AT&T. I call the store. They said they haven't heard anything and they'll call me.
We talked to yet another awesome Apple guy in the store and told him our situation, including that AT&T has admitted to the mistake, we're just waiting on them to fix it, it could be as late as Tuesday before they get their act together. He found our other phone in customer hold and put a note on it himself to leave it there until Tuesday so we had a chance to straighten this out and not lose the phone.
So, it's Sunday, and we still haven't heard anything. AT&T, you suck. Apple, you rock.
Now THERE'S a company that understands customer service!
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