We've been with AT&T Wireless for a few years now, and I've always said they've been great. About a month ago, I became eligible for a cellphone upgrade. I looked and looked and narrowed it down to three phones (two really). Knowing the iPhone has a restocking fee if I decide to return it, I chose to get a Blackberry Curve. I wasn't sure if I'd like it. I even told the salesman that I wasn't sure and he assured me that I had 30 days to return it if I didn't like it. Let's back up for a minute though...
We have a "Premier" account because my husband gets a military discount. I was told with Premier, I have to get my upgrades through Premier via their 800 number. I've since learned that's NOT TRUE. Then I was told by someone else that I could take my Blackberry back to an AT&T store and get my iPhone. Again, NOT TRUE. Had I wanted any other phone, I could've returned it at the AT&T store. Now, to get to this tidbit of knowledge, I've talked to no less than 6 people over the phone (getting different answers from each), including a supervisor and gone to 2 different AT&T stores (stores I was routed to by the morons on the phone). So with Blackberry in hand, I went to get an iPhone. Well, now the folks at Premier won't let me return it to the store (after being told I could by at least 2 of their poorly trained employees). I can't get my iPhone until I use THEIR label to return it to THEIR department which takes probably about a MONTH.
Where do I stand now? The tracking number on the label informs me that the package was delivered 2 days ago to the "returns processing center" (that part took a week and a half). When calling the Premier people, all they can say is that it hasn't been checked into my account yet and may take another couple weeks. I'm just glad I can still use my old phone in the meantime. Not to mention that everytime I call, I have to go through this whole story and some of them still think that I could've taken it back to a store. One really stupid lady today after all this "oh that's why I can't find it, the iPhone goes to..." Hey dumbass, I sent you a Blackberry. I want an iPhone which you can't send me. For some other RETARDED rule, I HAVE to get that in a store. WHAT?!?
What have I learned? That this company that is supposedly "up-to-date on technology" is completely backwards. Each department seems to have their own rules. Don't order anything over the phone or internet and think you can return it to a store (not if you want to replace it with an iPhone anyway). I should have gone to the store in the first place the old fashioned way (don't forget, I was told that I couldn't). The gal at the store tried to help (the 2nd store - dude at the first store was stupid too) - talked to the supervisor at Premier - didn't get anywhere though.
So at the end of the day. I like that AT&T has rollover and the people I call the most are on AT&T so it's free, and I get a signal when other people's drop out, so I'm not going anywhere. I guess they realize this so they think they can treat customers like crap and get away with it. They're sure doing a great job of it.
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