What part of CUSTOMER SERVICE makes sense - DO NOT USE ONLINE ORDERING
Written: Sep 03 '08
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Wow - Can you believe the nerve to call this process an UPGRADE.
I have been wanting a new phone for 4 years (not under contract) and I finally ordered one online.
Here is a synopsis of how they dare call themselves CUSTOMER SERVICE.
1. Tuesday - ordered phone online - paid via Amex - Received email confirmation of the order. Pd for 2 day shipping
2. Friday - still no phone.
3. Called Customer service, was told order did not process. Should have received an email that it failed. (didn't! == apparently my Amex expiry date was incorrectly keyed at entry) ok - no biggie.
4. Re-processed order. All was supposed to be good.
5. Friday - called back to confirm and ask about return policy. Was told my order was declined - apparently per the agent -their 'policy' is at order initiation they run a $1.00 charge against the card, then when the order drops they run the full amount. Apparently Amex sees that as a 'possible fraud' charges from an online source - so they decline it. Again no one notified me of this until I was on the phone with them for 2 hours on a Friday.
6. I called Amex and authorize the purchase. I still received no notification of the order.
7. Monday I checked online status and saw the order had shipped.
8. Wednesday I received the phone YAY! (credit card was charged the full amount)
9. Activated the phone successfully. Hence my contract has now been changed to a 2 yr contract.
10. The Blackberry would only allow phone service -none of the other icons would work - screen said "please wait" and never went to the menu.
11. Another hour and a half (3 different phone calls - again explaining) to finally be told the phone was faulty. After 2 more phone calls - received a shipping label to send the phone back to a warehouse 2 miles from my house-- ARG.
12. Thursday - Phone shipped back to warehouse.
13. Following Wednesday - Phone still has not been "checked in" to the warehouse and I still have a 2 yr extended contract and NO REFUND.
14. Customer service cannot do anything until the phone is checked in.
Word to the wise!!! DON'T USE AT&T ONLINE SHOPPING. GO TO THE STORE!
Recommended:
No
What product did you purchase or try to purchase? Blackberry 8820
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Epinions.com ID:
jzimmer564
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