AT&T Wireless Complaint - AT&T Premier Customer Service runaround phoneline
I have been an AT&T customer for about ten years now. I put in a pre-order for the new iPhone 3GS on the AT&T Premier website through my dad's corporate website. I understood would have a backlog. I didn't mind the backlog because that meant I would get the new phone without the hassle of going to the AT&T or Apple store. What I don't understand is the statement that was put on my order that I would receive the phone in 7-14 days when that is not even close to the truth.
I put my order in on June 15, 2009. The phone was not to be released until June 19, 2009. I called on June 25, 2009 to find out the order of the status. I just wanted to know if I could expect the phone in the next two months. I wanted to just get an idea of the backlog time. After being on hold for almost an hour, I spoke to a representative on the Premier line and they put me on hold to speak to a supervisor. I was on hold for over an hour and I gave up at that point. This was in the evening. I found out the next day that the line closes at 9PM or at least according to representative that I spoke to but there was no indication on the hold music or recording that representatives where no longer available after 9PM.
So the next day, June 26, 2009. I got on the phone after being on hold for about a half hour I spoke to the representative William. He told me that my order was "processed" on June 25, 2009. Now this made no sense to me since my order was put in on June 15th and the phone came out on June 19th. He got his supervisor on the phone immediately, Latasha Barnes. She told me that the 7-14 day statement that is made when you put your order in for the phone, is from the day the phone was released. According to her, I should expect my phone by July 3, 2009.
July 3, 2009 came and went and I really couldn't find time in my day to aggrevate myself and spend hours on the phone.
Finally on July 17, 2009 I made the dreaded call to AT&T Premier to find our the status of my phone. I immediately asked for Latasha Barnes the supervisor I spoke to on June 26th. He told me that he couldn't get to her because she's in a different office. I was shocked because I thought in 2009 there are company directories and office extensions. He did tell me that he could get me another supervisor so I was put on hold. AGAIN. After 45 minutes I picked up another phone and called the AT&T Premier line again. I got the representative Hooper Mills. He told me that he would take my number and have a supervisor call me. I am still waiting for that call. The other line I had on hold waiting for a supervisor went dead after an hour and half. So I called the AT&T Premier line again. This time I spone to Angela Alexander. I immediately told her I wanted to speak to a supervisor so I could get back in the queue. She said she had to look up my status order. She looked it up and told me that my order for the iPhone 3GS had been canceled!!!
So that's where I am right now. Does anyone have any advice on how to handle this situation with AT&T Premier? I feel like a prisoner to them thright now after waiting a month for a phone I could have gotten weeks ago at a store.