AT&T Wireless Complaint - Customer service ends when you sign the contract
I have been a Cingular/ATT customer for over 8 years. Last July I needed a smart phone for my home business. I ended up with the Iphone because it was cheaper to sync with my mail street account.
A year later, my son knocks the phone out of my hands and the screen is broken. I go down to the AT&T store for a replacement, explain the situation to the "greeter," and signs me in. I wait 20 minutes for a sales representative only to be told that the entire city is sold out of Iphones. Any phones keep as back ups for existing customers? Nope. I am told that I have to wait 10 days to get a new phone. Nevermind that I need it to run my business.
I call customer service and they inform me that I can order a replacement online and get it in 1-2 business days. Great. I go online and it makes me register. No problem. I go through the process, which requires that a temporary password be emailed to me. Guess what? No email. Another call to customer service, and after 30 minutes on the phone- she makes me find an old phone and swap sim cards so that she can text the password to me. After all that- Iphones are sold out online (unless I wanted to shell out $300 more for a 4G).
I call customer service AGAIN, explain my situation with my phone and my business. All I get is "Iphones are so popular, we can't keep them in stock, blah blah blah." They also informed me that they are first come first served, and that they don't keep any back for replacement of faulty, damaged, or lost phones. I was basically told that I was SOL. Would they give me a 4g or 3GS 16gb for same price as the phone I wanted? Heck no. I was told that I either need to wait for my phone to arrive in stock or buy a more expensive phone.
I call customer service AGAIN to ask about my contract buyout. Of course ask why and I tell them. I need a wireless carrier that is reliable and will take care of me if I have phone issues. Of course this representative wants to make a phone call to see what they can do, and then I am the phone with the district inventory manager. She acts all concerned saying that I can give her my credit card number, and they will move me to the front of the line WHEN they come in(no specific date). I explained that I run a business and need a new phone immediately. She said she was going to check all the stores in Nashville and call me back in 15 minutes. Guess what? She never called.
Bottom line- all AT&T cares about is selling as many Iphones as possible. They play the exclusivity of the phone as their trump card and let customer service go down the toilet. They run all these huge promotions that deplete their stock and create hype, while failing to plan for the existing customers. On the phone, they act like they care, but refuse to "make it right" or come up with any sort of solution. I am done with ATT. I am switching to Verizon, who happens to have the best customer service rating in the wireless industry. I have had 2 friends break phones and they had replacements THAT day. Verizon even offered them the new customer price on the replacement phones with a 2 year contract extension, something AT&T refused to do for me. There are better alternatives to the IPhone. I highly recommend you stay away from ATT.