I swear to god I am going to punch everyone there in the fucking crotch. I am. I hate them. I hate them so goddamn much. I just know that when I finally talk to them about it, they are going to be all "Ohhhh, we canceled it because you aren't allowed to order the iPhone for [yet another reason that totally contradicts everything else I have been told]."
So far, I've been told, in no particular order and in various combinations:
And on and on and on.
So after I placed my order tonight, I tried to call them to be like "And I demand that you ship it to me using overnight shipping." But apparently if you call the mega-multi-national after 9, you can't talk to anyone. So I sent them an email via their website outlining the situation, and all the shit I have been through trying to get a damn phone, and demanding that they fix it. And then I had to write them this follow-up....
Are you guys kidding me?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!?!
I just sent a lengthy email about all of the hurdles I have gone through over the past month just to set up a second line and order a new phone with you guys.
In my email, I stated that I had finally successfully placed that order. Then I went to my inbox to see if att.com had sent me a copy of my email. It had not. What it HAD sent me was an email TELLING ME THAT MY ORDER HAD BEEN CANCELED.
This is an improvement over the LAST time I tried to place an order via your site, when it was canceled without any notification to me and I had to find out it had been canceled by waiting around literally all day for the phone to be delivered, for nothing.
However, it is not acceptable that my order keeps getting canceled. We were told that it was canceled the first time because we had to use a card to place the order that matched the information of the primary account holder. Fine; so I used the primary account holder's card, the one she has paid her half of the bill with forever, with her permission. And yet, it got canceled, with no clearer information than "Unfortunately, we were either unable to verify the information you provided or you have exceeded the number of lines of service that we allow customers to purchase online."
All we are doing is adding a third line to our account. That doesn't seem excessive. And I CAN'T call you or go in to an AT&T store to order this phone, because the refurbished iPhone is evidently only available online. Of course, maybe that's incorrect - I don't know what is true or not anymore about AT&T, because I've spent over a month being told wildly conflicting things about ordering the iPhone by literally every single one of now 9 AT&T representatives I have spoken with.
I am THIS close to closing my account. I don't care about the $175 fee. I don't care about anything except either finally having a working phone again - which I haven't had since I got mugged in February - or being far, far away from the insanity that is AT&T. The only thing keeping me going is the knowledge that once I HAVE the phone, I won't have to deal with near-constant misinformation and chaos from AT&T any more. I don't know what possesses all of you to make getting any kind of service with you a living hell!
The cherry on the sundae: their website has twice told me that I will "shortly" get a confirmation email telling me when I can expect a response from "Customer Care", and not once has one appeared in Annie's inbox - which is where it should go.
They really are fucking dreadful. It's like, any individual person who I reach on the phone does a really good job of doing their best to help me - which is not how they used to be - but apparently AT&T as a whole has the worst website ever, and does a horrific job of training their people and giving them consistent information. I want to stab each person who works there in the ass with something sharp, starting with the CEO.