On September 22, 2016 I went into an AT&T store to upgrade my line and my husbands cell phones. My phone was upgrade to the iPhone 7 but had to pre-order my husband iphone 7 plus because it was not in stock. Yesterday I called to check on the order status and there was no record of the order and was told I must go into the location I placed the order. Today after spending 2 hours in the location was notified there was a system error with order and the order to had to be reordered.
The person at the call center who deceived himself to be the manager ( ID number MF494E) said there's nothing he could do to resolve the problem even thou at the time I place the order my bill was in good standing and the mistake was made by AT&T until the bill was paid. I have a payment arrangement and schedule to be taken out my account next week. I asked to speak to his supvisior still in the AT&T store while speaking to this gentleman who for 2 hours gave me the run around.
Still did not put a supvisior on the phone. Finally came back and said he was going to credit my account so that I could do the upgrade and that I would receive a call tomorrow by noon confirming the credit and that my order would be place. I want to ensure he keeps to his word as he was deciectful through the entire time I spoke with him and the sales lady.
This is bad customer service and the call center should be train better on how to resolve problems like this as it was not my fault but yet the system error on AT&T part. I did everything on my part as should have and on my account it showed the upgrade but the order never went through from what I was told as system error. I was suppose to receive the phone on October 6, 2016. I am extremely upset and disappointed with AT&T I have 6 lines and pay a good premium prices for this and expect good customer service. The ticket number 7383574. Please help expedite this so that my husband does not have two wait another 3 weeks for his phone.
As I know there's a longer waiting list because of the returns of the note 7. Also, at the time I did the upgrade there was a promotion going on for the trade in for the 6s for iPhone 7 plus and I want to ensure we do not loose our credit for that as the mistake was not made by us but AT&T.
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