Database Users

Tmobile Customer Service

Although the phone is fantastic this is more about their service. I purchased 2 lines yesterday at costco and due to a glitch in their system on the reps end that was helping me they were see me as a standard account, and from tmobiles end they were seeing me as a flex account. Well, Tmobile went ahead and created the account as flex pay, which is not something you want to be a part of if you are going to attempt to get a corporate discount. Also I had ported my lines over from sprint so I could not just port my numbers back over to sprint and receive a new phone discount again if Tmobile did not fix this. I would have been stuck on their flex pay for 6 months missing out on 20% discount on the bill.
I called the store to let them know what was going on and they said that was not what their end was showing them and for me to come down and they would resolve the issue. I was at the store 1 hour past closing time. The last I heard was from the tmobile rep on the phone stating that my account would be migrated from flex to post pay by 6am this morning. At that point I felt it was safe to return my evo's and finish canceling the sprint account. I called back this morning at 6:30 am to verify the issue had been resolved. Well to my surprise it hadn't and I spent the next 2.5 hours talking to people telling me it was impossible due to a past due account I had back in 2003, which I don't remember ever having tmobile. After arguing back and forth with supervisors, managers and CSR's about how this was not my account which they eventually figured out but still said I would have to cancel my account and reopen it losing my numbers I have had for 10 years I finally got one that brought the tmobile rep from the store on the line. I was put on hold while they talked and 45 minutes later my account is being fixed and my corp discount is being applied. Even though some of the reps were unwilling or unable to help me or tell me that its impossible for them to do anything I finally found one who took charge of the issue and got it resolved for me. Incredible service, even though it may have taken 4 hours to handle the issue, it was at least handled 100% to my satisfaction.

I have to agree that T-Mobile Customer service is amazing. They have some of the best CS I have seen.
Just like any other company you have to work a little to get the more difficult issues handled but my experience has always been stellar with them overall!

yeah - like i did on that bing cashback rebate program
they are normally tops, but sometimes they can be frustrating (but at least you've got a human on the phone frustrating you, not the electronic menus at sprint)
but as a last resort, what worked for me on the bing thing, someone else had mentioned in another thread, i called into 611 and after indicating "english", just said "cancel", maybe two times - got to a "customer loyalty account specialist" that when he asked why i wanted to cancel i gave him a small glimpse of the "who's on first, what's on second" exchanges i'd been having over the bing thing
he actually took the time, went to bing, signed up for an acct, saw what i was talking about, AND found a supervisor to approve the damn rebate
just remember that "cancel" thing - it may prove useful

I agree, T-Mobile has very good customer service. It's one of the main reasons I'm still their customer since I almost went over to AT&T when I was lusting for an Iphone. At the time I was thinking of switching the MT3G came out and I was somewhat happy with it, but now that I have the Vibrant, I am fully satisfied. T-Mobile let me upgrade from my MT3G to the Vibrant (fully subsidized [$249.99 -$50 rebate]) even though I had only had the MT3G for a year.

Due to bad customer service experiences i strictly do business with T-mobile corp locations or via 611. I recently went to t-mobile authorized dealer to get a new sim card for my g1 and after the rep screwed around for a while on the computer to activate it, i waited about 2 hour w/ no service and called T-Mobile's 800 number and the rep was very courteous and told me that the store never activated the sim. the phone rep took about 1/4 the time the authorized rep did to activate the card and it worked instantly. This was not my first bad encounter with non-tmo direct but will be my last i made the decision to never use a non-tmo store unless i absolutly have to.

I have been with T-Mobile since 2004 and can say that T-Mobile has the better service of all the carriers, but it has degraded recently, in the past year.
In particular I experienced what you did, there's many T-Mobile CSRs who are incompetent and they are thus unable and unwilling to help solve your problems. It takes a few calls to get to the right person who knows what they are doing and who is willing to fix things.
Example, one time they overcharged me $120. I called and the CSR was rude and said I simply did not know how to read the bill. I had to ask for a supervisor who initially sided with the employee. After 15 minutes the supervisor too finally saw that I was in fact overcharged. She said I would get a credit.
Three months later, no credit. Called and the CSR said "Let me fix that, I have entered the credit."
Another three billing periods, no credit.
I call a third time, the person said this was all wrong. I heard a few key taps and the credit showed up on my online account instantly.
So six months and a lot of calls/labor to get a credit.
From my experience (and yours) you cannot assume anything. The key is to ALWAYS wait a month after making changes and then call to see that things were done (like I just called to make sure the insurance on my HD2 was transferred my new Vibrant).
Also keep records of everything (albeit unless you record phone calls, illegal in many states, it's still always going to be your word against T-Mobile's). That's why I like to do as much as I can online so I can get screen captures.
Bonus Tip: When push comes to shove and T-Mobile says "That cannot be done" or whatever, then tell them to cancel the account. They are then required to put your through to the retentions dept.
Retentions can do absolutely ANYTHING to save the account. They even give people free phones to prevent them from walking (assuming you are in the right, of course).
So if a CSR or supervisor gives you a hard time, tell them to cancel the account and then calmly explain the problem with retentions. (And say it's a matter of principle, that's why you are canceling the account.) Eventually they say "So if we can fix this problem will you stay with T-Mobile?"

I have been in CSR hell with Tmobile for the past few days. Their store screwed up my account, so I was not able to jump on the $99 Vibrant deal at Costco, AFTER I had returned my Vibrant, so I could take advantage of the Costco price. (this was also AFTER contacting Tmobile to see if they would match the Costco price). So, I am back to my G1, I lost all my time setting up my Vibrant... and the best I have gotten, is they will research my issue and call back within 72 business hours... so, up to 9 days waiting?
I am almost certain to go to the Vzn Fascinate with this whole fiasco going on. I like the price of Tmo... but I hate being jacked around. Every time I have had a problem in the past year... it has been a major FIGHT to get it fixed. I am tired ofi t.

T-Mobile's Stance on Returned G2's for those who extended their contract.

Today, I called T-Mobile because I returned my unresponsive G2 and wanted to go back to my previous state of not having a contract. I was within my 14 day grace period for my device so I believed that my contract would also be reverted back to the original status.
The customer retention guy with a heavy southern accent said that I signed a new contract for both the phone and the service... So If I want to be out of the contract, I need to pay a 200 dollar early deactivation fee because the contract with a new phone and the service is two separate contracts. How unfair is this? I extended my contract to get a discount on the phone that stopped working after a few days. Now I can't get back my non contract status??? This is so ridiculous.
I told the guy that I will cancel my account and go with ATT+ the iFail and he promptly told me that I will be billed 200 dollars plus any service usage. I asked to speak to his supervisor and he said he was a supervisor in a very coy and belittling way. I proceeded with "you can take that bill and stick it up your ass you f*ck" and hung up. Am I really obliged to pay that 200 dollar deactivation fee? Anybody here know how this works? I'm so frustrated and angry at T-Mobile for treating a long time customer like this... I was thinking the service contract extension and the phone are together as one. Any suggestions?

No, if you returned the phone within 14days you return the contract extension also. I did this when I bought my Vibrant. I bought it with a contract extension, then returned it and went on to buy another Vibrant from costco at a stupidly cheap off contract price. On the return of my Vibrant to the T-mo store I was refunded the price of the phone and my contact extension was reversed. I am currently still off contract and can upgrade if I choose to.
As the poster below says... be nice but firm, know your rights.

Call back and try another rep. Bit of advise though, comments like that just make the situation worse.
Sent from my T-Mobile G2 using Tapatalk

Damn bro. I would call back again and talk to another person. You have 14 days buyers remorse. Call t mobile and tell them your unhappy and want to return the phone.. That should do it bro.
Sent from my T-Mobile G2 using XDA App

Call 611.
Say Cancel.
Talk to loyalty representative. (Every rep is different, the other guy might've been an ignorant idiot)
If they don't budge & you are within your Still 14 day return policy call t-mobile, repeat the same process BUT this time have your call recorded (you shouldn't tell them b/c they will say they can't talk anymore and hangup, even though They CAN & Do Record your calls)... also be sure to bring up the issue during the call and bring up the day it is etc. (build your case within the call)
File a complaint with the BBB... companies take that seriously.
Make sure you word it so that it is EXPLICITLY Clear who's at fault & Why & provide some emotional appeal... you can mention your call was recorded and you have evidence (even though it May not be legally acceptable)
Your issue will get resolved.
I got in a dispute w/ Dish Netw0rk [contract issue] and had to go the BBB route to get my issue resolved.
btw don't get mad at them or tell them something that can bite you in the ass later... they make a lot of 'Notations on your acct' and other reps will refer to it in the future and may assist you based on that.

Call corporate. I called 6 times to a CSR at tmo to return that piece of crap vibrant and they all told me I couldn't return it even knowing of the issues it was having at the time. I called corporate tmobile and they settled it within 5 mins. Shipped my phone back, got a full refund, and got a g2 discounted at upgrade price when I wasn't even eligible for one.
Sent from my HTC Vision G2

luis86dr said:
Call corporate. I called 6 times to a CSR at tmo to return that piece of crap vibrant and they all told me I couldn't return it even knowing of the issues it was having at the time. I called corporate tmobile and they settled it within 5 mins. Shipped my phone back, got a full refund, and got a g2 discounted at upgrade price when I wasn't even eligible for one.
Sent from my HTC Vision G2
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How do I call corporate? Can you please help me with that info?

Yeah call 611 talk to different reps!
@luis86dr - How did you fanagle the discounted price! That sounds awesome.

Here's the number for tmo corporate. Located in new mexico.
425-378-4000
Also I didn't have to hassle them at all. They offered me all that. My word of advice is make sure you state when you call you want to speak to someone in corporate. I called once and said I needed to speak to someone about my phone n they transfered me to the regular customer service reps who didn't do crap for me from the get go. So clarify you want to speak to someone from CORPORATE. Then you should be all gravy from there.
Sent from my HTC Vision G2

SmartHat said:
If they don't budge & you are within your Still 14 day return policy call t-mobile, repeat the same process BUT this time have your call recorded (you shouldn't tell them b/c they will say they can't talk anymore and hangup, even though They CAN & Do Record your calls)... also be sure to bring up the issue during the call and bring up the day it is etc. (build your case within the call)
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Always check your state laws before recording a telephone conversation. In some states it is a felony to record a phone call without the other party's consent.

Better off trying corp and seeing what happens... less of a headache.
Sent from my HTC Vision G2

Actally guys, just an fyi, that number takes you to the corporate offices in bellevue washington, not arizona.
Trust me
Sent from my T-Mobile G2 using XDA App

Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2

luis86dr said:
Here's the number for tmo corporate. Located in new mexico.
425-378-4000
Also I didn't have to hassle them at all. They offered me all that. My word of advice is make sure you state when you call you want to speak to someone in corporate. I called once and said I needed to speak to someone about my phone n they transfered me to the regular customer service reps who didn't do crap for me from the get go. So clarify you want to speak to someone from CORPORATE. Then you should be all gravy from there.
Sent from my HTC Vision G2
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Thank you. I will try this first thing tomorrow morning.

luis86dr said:
Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2
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Maybe whoever you spoke with is in new mexico, but I assure you, t mo corporate is in bellevue wa. I can't speak for where the reps are located. But that is a washington state number.
Sent from my T-Mobile G2 using XDA App

Forget corporate, forget escalations.... I had to do the same ****... Call back, say blackberry at the automated prompt. You will immidiately be connected to Tech Support. Explain it to them, they'll hook you up!

Did you change your rate plan to one of the new plans? I'm just curious because if you dd then there is a contract extension for that and a separate one if you're eligible for an upgrade. If you return your phone within the remorse period then you are still eligible to get a full discounted upgrade but are still in contract due to the rate plan change. Hope that makes sense

luis86dr said:
Its in new mexico. Not the washington office. Regardless that's the number I called.
Sent from my HTC Vision G2
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First of all, T-Mobile corporate offices are headquartered in Bellevue, WA. Second, that 425 area code is for Kirkland / Bellevue area. Third, I used to work for them. Believe me that number took you straight to Bellevue. You may have been transferred elsewhere, but it took you there first.

@Delirius
When I was out of contract, they offered the phone first and just gave me a newer plan for loyal customers. They never said I was signing off on two contracts. When a normal person that wasn't on a contract, upgrades their phone... they would expect the phone and the new contract to be included in the 14 day remorse period. If that isn't the case, T-Mobile is basically tricking you into thinking that you have 14 days to decide if you want to stay with T-Mobile, or get back to non contracted status. Pretty shady if that's the case.
Also, why do I get the feeling you work at T-Mobile? Anyhow, if you were on the cheaper, non contracted Even More Plus plan, you will have to upgrade that plan to the Even More plan counterpart which is more expensive in order to cover the discounted phone price. So you are telling me they can't go back to their old plan under the remorse period? Pretty sneaky and underhanded way of forcing us to stay or pay the early termination fee.
Sent from my T-Mobile G1 using XDA App

I don't disagree with you just wondering if they mentioned an extention for the rate plan change. From what it sounds like you were offered the unlimited loyalty plan for $49.99 and if that's the case then there is no contract for the plan. Just trying to find out the details so I can at least give some advice.
Edit: if you moved from even more plus (no contract) to even more (contracted) to get the discount on the phone then you did accept a contract for the change but if you returned the phone then there is a way to have the plan moved back. I would advise going to you nearest corporate T-Mobile store and speak to the manager and explain the situation. They have the ability to change it back to even more plus if the reason is good enough. If they don't know that they have this ability then they are unaware but they do have the ability. Hope that helps

For Premier Customers told to Call for $100 Rebate

So, I went through and exercise in futility yesterday / last night. I know there were a number of us who preordered when premier was having that issue where we didn't receive our $100 rebate. Several of us posted that we called support and we're told to call in when we receive the product and we'll get our rebate/credit. Well, I did this yesterday and I was met with a brick wall.
Essentially I was told I have to return the phone and reorder to get the rebate. How dumb is that? I was on the phone for over 2 hours trying to get this resolved and was obviously bumped around a number of representatives. It was even noted, in my notes, and I was told they could "force" customer care. Well, when on the phone with customer care (again), that took in excess of 15 minutes and I finally lost it. Told them to send me the return mailing info.
Talk about a complete joke.
BBB received a complaint about AT&T last night.
I'd recommend all of you that were told the same thing to call because you might have some issues..

I am holding off on ordering mine until it is squared away. Either that or I am just going to go into the store.
I tried again online today and it would not let me add the data package to get the rebate online. I talked to an online representative via the chat window, and she confirmed that there is an issue with the rebate online.
Oh well, I should probably sell my captivate first anyway.

So with the $100 rebate what is your final cost ?

wasonamit said:
So with the $100 rebate what is your final cost ?
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before taxes, $199

I never committed to not saying "I told you so" so...I told you so.
AT&T's premier website was so completely hosed up for the first 24-ish hours of preorders that I just said screw it.

phobos512 said:
I never committed to not saying "I told you so" so...I told you so.
AT&T's premier website was so completely hosed up for the first 24-ish hours of preorders that I just said screw it.
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that was helpful....

I have avoided ordering online from premier for now because from day 1 it's showing 299 + 18 upgradation fee . And nowhere I can add data plan or get a rebate.
Lets hope this changes soon.

I had this issue. I called support. She said my data plan was not compatable with the phone. She changed my data plan (still unlimited, and actually cheaper) and when I ordered through premier online it gave me my 100 off. Got my phone yesterday!
So there is a simple fix... you may just have to call a couple times to get the right person.
-Mike

theknub said:
that was helpful....
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I wasn't trying to be helpful - I was trying to warn people of the dangers of clicking OK to a price with the promise that it'll be reduced later - that's foolish. There's ZERO guarantee that AT&T will honor the reduced price that a random customer service agent promised you over the phone to make a sale.

I ended up just going in to the Corporate AT&T store to preorder last week after a 90 minute nightmare call to Premier.
highlights?
"the iPhone uses special data that can only be used with an iPhone, you can't use that kind of data with a normal smart phone, so you can't keep your unlimited plan"
"Premier is a separate business unit from AT&T and we do not have the same options and plans that regular 611 has"
There's more, but that's enough. The store had an issue with my legacy family texting plan not allowing them to apply the upgrade discount - they just took it off, had me buy the phone with the discount, and then put the old texting plan back on.
I'll never call premier customer service again. I actually asked them to remove me from the program, but they couldn't even do that right. They transferred me back to normal Customer Care to have that done, dropped me on the way, etc. Ended up keeping the discount while getting a promise from CC that i don't have to call premier.

Why/how AT&T waved my ETF!!

Just thought I would share my experience for whatever it's worth.
I should start off with saying that I live in the country and never had the best service with AT&T. I used their Microcell to subsidize my reception and it worked okay. I imagine if I lived in a big city or an area with excellent AT&T reception my story would be different.
Problems I had with AT&T that were well documented on my account: poor reception, duplicate text message issue that came and went (only real way to stop it was battery pull and/or sim transfer to the Captivate), last two months data usage was waaaay off as in AT&T thought I was using substantial more data than I was (3G Watchdog / common sense) and no amount of hours spent on the phone with customer service resolved my issue.
So after being a slave customer of AT&T's for almost two years, and two different phones with them my ETF was $110. I decided I would gladly pay the $110 and go get a SGN from Verizon, who I know through my roommate and former roommate to have excellent service both at my home and work. I realize that this differs thoughout the country but make no mistake about it, in Northern Alabama VZW is the ONLY carrier to have excellent reception everywhere I go.
So I went to the Verizon store and bought a Galaxy Nexus. I provided my AT&T customer number and of course my phone number to the VZW salesman, no call to AT&T was needed to cancel my service. Side note: I brought them a 6 year old PoS phone my sister was kind enough to provide me and they gave me $50 off. I also asked the rep before letting him know I was buying the phone, "if I do decide to buy this from you today and pay my AT&T ETF can you wave the activation fee to help me out?" he did.
So I get my last bill from AT&T and even with my service cancelled they were trying to charge me an extra $20 data fee, either for the next month or an additional fee I don't know but I know it wasnt a legitimate charge (surprise, surprise). I called AT&T customer service and explained to the guy that my service had been cancelled for a week and the $20 data charge should not be on my bill, he agreed. I then mentioned in passing that "AT&T was not able to provide me with reception and I felt it was unfair of them to charge me an ETF when I had been a good customer and was not recieving what I was paying for". That phrase was not even fully out of my mouth when he said "I agree with you, let me go talk to my manager." he was gone for 2 minutes or less and came back to the phone saying, "I spoke with my manager and we are able to wave your $110 early termination fee." I couldn't believe it! That wasn't even why I called, I was only mentioning that in passing because that is how I felt. I was absolutely going to pay the ETF and be done with AT&T forever! But this man, prob the one and only customer service rep at AT&T that would have been willing to do that for me, didn't even let me get the whole sentance out of my mouth before jumping into action and going above and beyond to help me out! I honestly feel like I could have called AT&T a hundred more times and not get the same experience. I was so happy that I payed my remaining balance instantly through ACH.
So that is my story, whether it's helpful or even an interesting read to anyone else I am not sure. I know it will get down voted, and especially by ClearFire because I pissed him off and now he down votes all my posts no matter how helpful lol. But I am not holding grudges, not towards any member of this forum that I might have had disagreements with and not towards AT&T who I formerly hated, err, well maybe I still do hate AT&T lol. I will never go back to AT&T as long as I live, I am extremely happy with VZW! At home when I was getting <5 down and maybe 1 up on a good day and one bar of service with AT&T, I now get >15 down and >4 up and full bars from Verizon. Again this is my experience and I realize that reception differs greatly in dif geographical areas. I guess this is my "goodbye Atrix community" thread. Mostly it was a good time here with you, I will be sending some of you friend requests and I will check back in at the Atrix forums. Have a great day all of you and I hope something I said was helpful.

Good stuff. I'm in a very good area for att. Wifi at home and work. Nothing to complain about. Does Verizon have unlimited mobile to mobile as well?
Sent from my MB860 using XDA App

Deggy said:
Good stuff. I'm in a very good area for att. Wifi at home and work. Nothing to complain about. Does Verizon have unlimited mobile to mobile as well?
Sent from my MB860 using XDA App
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No sadly Verizon does not have unlimited mobile to mobile. I am on the 900 minute plan and that includes 5 "friends and family" numbers for unlimited calling, the numbers can be mobile or landline.. I am actually thinking of downgrading to the 450 minute plan to save $20/mo and using GrooVe IP + my Google Voice number during peak hours. At home and at work I have WiFi so I'm thinking this will be a good idea I just have to get in the habit of doing it. I included my data speeds in the OP more of a reference of what I dealt with as soon as I left the house.

Congrats! I had an experience with att a while back... I think it was because I moved out of their coverage area, let's just say it wasn't as painless as your story. Good for you.
Sent from my MB860 using XDA App

per policy if your less than 12 months in your contact and ltv 1 your etf gets waived. that is prolly why they did it. ltv = life time value, or tech has to note the account about the service issues, those are the only two ways to get it done.

twayneo said:
per policy if your less than 12 months in your contact and ltv 1 your etf gets waived. that is prolly why they did it. ltv = life time value, or tech has to note the account about the service issues, those are the only two ways to get it done.
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another way is to be military that just got deployed. this happened to a family member with 3 months left on the contract. it's a shame that you have to know the information yourself because a lot of customer service reps don't. ended up renewing a 2 year contract and finding out that we could have terminated the account without any fees, of course by then we were already 3 months into the new contract and it took me about 1 month of fighting to get it terminated.
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.

autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
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THIS!! Is the best end all advice ever. And I know through personal experience. Not just AT&T but all companies and all services.

autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
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+1
10char

autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
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I should really do that more often.
Sent from my MB860 using XDA App

You wouldn't believe the amount of waivers/credits AT&T give out daily.
The best way to get what you want is to ask for a manager.. Most managers are so lazy that they'd rather just give you a credit than talk to you.
If you get no luck through customer care - dial 611, wait for option to cancel service - you'll be connected to retentions, and they are allowed to give a lot more.
They have changed things up recently, though.. If you've had a number of credits in the past then you're likely to be declined when requesting further credits..

A while back, I was checking my phone bill online and noticed that I didn't have the unlimited text plan I thought I did. So I added the service with their website. The next month I looked at my bill, and I noticed a $150.00 for text messaging, for going over my plan.
So I call AT&T and the young woman I spoke with looked up my account, and then said she would get a manager. The manager I spoke with verified that I had made the change to unlimited text plan, but it wasn't put into effect. So she immediately credited my account for the text overage.
Both people were very helpful and nice. In fact I haven't had any bad experiences with AT&T's customer service. Maybe it's my voice, and they decide to be nice to me. IDK.

dratsablive said:
A while back, I was checking my phone bill online and noticed that I didn't have the unlimited text plan I thought I did. So I added the service with their website. The next month I looked at my bill, and I noticed a $150.00 for text messaging, for going over my plan.
So I call AT&T and the young woman I spoke with looked up my account, and then said she would get a manager. The manager I spoke with verified that I had made the change to unlimited text plan, but it wasn't put into effect. So she immediately credited my account for the text overage.
Both people were very helpful and nice. In fact I haven't had any bad experiences with AT&T's customer service. Maybe it's my voice, and they decide to be nice to me. IDK.
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I worked there for about 8 months - it's really luck of the draw. There are so many grey areas in their policies, and not everybody is made aware of some of the less common issues/procedures to deal with them.
You just have to hope that you get a hold of somebody who knows what they're talking about (or has a manager who does), & that they're in a good mood Honestly, there are very few things that they can not do (without a transfer)

My experience with AT&T has been positive. I have had accidental international data overages and have been credited.

AT&T Incompetence

DISCLAIMER: This is a rant about AT&T's incompetence. Read at your own risk.
Fed up with T-Mobile's ongoing data issue in my neighborhood, I decided to jump ship to AT&T. Last Friday, I signed up for a 2-line family plan, ordered two GSIIIs (a blue for myself, and a white for my wife), and let the waiting game begin. On Monday night, I got a shipping confirmation, with a scheduled delivery on Thursday (today). On my way home from work, I tracked the package and saw that a delivery attempt was made, but my apartment number was missing. Having received countless packages via UPS (Amazon Prime member), I called UPS immediately upon walking through my front door. UPS informed me that no apartment number was indicated on the package and that I have to contact the shipper to have it added. I immediately asked if I could pick up the package at my local UPS depot, and the service rep informed me that the sender placed a restriction on the package and it can only be delivered (I can't pick up the package in person with a government-issued photo ID? Sounds like BS to me, but whatever). The rep then stated that UPS will require permission from the sender in order for me to pick it up in person.
I call AT&T and explain the situation to their service rep. The rep admits that the apartment number was omitted from my package's shipping address (really? I mean, really???) and that she'll be happy to contact UPS and have them change the address. I asked the rep to inform UPS that I am permitted to pick up the package in person. She stated that she will make the arrangements with UPS and placed me on hold. After a few minutes, the rep came back online and was "happy to inform me that she was able to get my apartment number added to the shipping address." Unfortunately, UPS will not allow me to pick up the package in person and will only deliver it, because of a restriction placed on it (BS - just a few minutes before, a UPS rep told me that the package can be released to me with sender's permission).
Here's the kicker. My billing period with T-Mobile is ending on Saturday, and I don't want to incur an additional month's charge (T-Mobile doesn't prorate final bills) in the event that my numbers aren't ported out in a timely manner. AT&T sure knows how to impress a new customer. If their employees are unable (or just incompetent) to correctly fill out a shipping label (seriously, how freakin' difficult is it to enter the apartment number into the correct field?), what does that say about the company? They were certainly competent enough to quickly charge my debit card for the phones!
I haven't made up my mind yet, but I'm considering refusing the package, getting my money back, and staying with T-Mobile. I haven't even used AT&T's service yet, but they've already managed to make a negative impression on me. T-Mobile's data really sucks in my neighborhood, but do I really want to commit to doing two years' worth of business with a company that not only can't seem to get their logistics right, but doesn't even know the policies of their shipping partner?
Again, this is just a rant. I probably should have gone to the store and saved myself the aggravation.

KGBKNY .. I can relate to issues also with AT&T, however .. until you get a real issue, what you experienced could have happened with ANY company.
AT&T is good .. although there systems only show that I have been with them since December 2005 (when they bought it back from Cingular), I have in fact been with AT&T since 1994 (and I even still have my first cell phone .. and it still works). I started with CellularOne in '94 in which was bought out by AT&T .. AT&T ran into financial issues and split its mobility department away from corporate AT&T and called it Cingular .. then of course, come 2005, AT&T regained control.
Now, in 18 years .. there has been ups and downs, and in all instances, they have come through for me with no problems. I have a family plan, 5 lines .. but believe me, they have perks for there long time customers that cannot be beaten. An example of one perk .. I now have a Samsung Galaxy S III .. most people on here (or around the world) are paying anything from $150 to $800 for this masterpiece .. I myself received the Marble White when the second batch was released last week .. paid absolutely nothing for it .. sorry, let me correct that, $ 4.95 for overnight shipping !!! But, here is the other perk .. no contract extension.
So, give them a chance, a shipping mishap is a little issue .. when you receive a $ 1M phone bill from them, then complain .. :laugh:
Cheers .. and welcome to AT&T :highfive:

everyone makes mistakes and there are shipping errors all the time no matter the company or the parcel company itself. Don't judge AT&T until you get on their network. Plus like you said you could of gone to the store.
Goodluck

Just get the phone and you'll be satisfied. Sheesh. everyone makes mistakes. It shouldn't influence you to think badly of a company unless it happens on a consistent basis. I understand that it's beyond stupid how someone didn't enter the apartment number but it's one mistake... I would just advise you to give it time.
I been with at&t for 6 years and I have no complains. Excellent service and great customer service.
sent from my GALAXY SIII

LordGeek said:
KGBKNY .. I can relate to issues also with AT&T, however .. until you get a real issue, what you experienced could have happened with ANY company.
AT&T is good .. although there systems only show that I have been with them since December 2005 (when they bought it back from Cingular), I have in fact been with AT&T since 1994 (and I even still have my first cell phone .. and it still works). I started with CellularOne in '94 in which was bought out by AT&T .. AT&T ran into financial issues and split its mobility department away from corporate AT&T and called it Cingular .. then of course, come 2005, AT&T regained control.
Now, in 18 years .. there has been ups and downs, and in all instances, they have come through for me with no problems. I have a family plan, 5 lines .. but believe me, they have perks for there long time customers that cannot be beaten. An example of one perk .. I now have a Samsung Galaxy S III .. most people on here (or around the world) are paying anything from $150 to $800 for this masterpiece .. I myself received the Marble White when the second batch was released last week .. paid absolutely nothing for it .. sorry, let me correct that, $ 4.95 for overnight shipping !!! But, here is the other perk .. no contract extension.
So, give them a chance, a shipping mishap is a little issue .. when you receive a $ 1M phone bill from them, then complain .. :laugh:
Cheers .. and welcome to AT&T :highfive:
Click to expand...
Click to collapse
I agree...and concur what is said..They have had their ups & downs..but considering all of the BS I have gone through with Sprint..Verizon..T-mobile...AT&T mobile is the best hands down.Now..I will say this..check out the different stores in your area...not all are the same with regards to how well you will taken care of..or the knowledge of the staff...Luckily we have plenty of stores to choose from where I live..and can tell you there are night and day differences in both the staff and the store managers in each. Don't go in blowing steam...that will get you zero respect and help..but talk to them as you would expect to be talked to..and remember to get all of the techs information if you have to complain to the manager..They will be more than willing to help and keep you happy...even when dealing with issues of their other services...I got mine with a early no charge upgrade..and no extra fees because of issues I had with their stupid u-verse..and getting my Atrix 4g earlier this year...The longer your with them..the more perks you can get..you just have to know how to talk to them..
Mac

Thanks for the replies, everyone. However, my story gets even better. UPS is now showing "Returning to Sender" when I enter the tracking number. Now, I definitely have to wait for AT&T to receive the package in order to get the account canceled and my money credited back. Moreover, I also have to endure another month of T-Mobile. I swear, it almost seems like the universe is telling me not to sign up with AT&T. J/K
This has not been a positive experience at all....smh.

I switched over from Sprint and had some issues too with ATT.
First I started a new family plan with 2 lines that I was putting over from Sprint. The next day I decided to port over another one of my numbers from Sprint and grab the GS3. I was told to choose a individual plan for my GS3 until I receive the other 2 phones and then I just Derrick my plan from an individual plan to s family plan.
Well everything appeared to go fine, until they went to port my numbers over..they got all the numbers mixed up and I had to go to the ATT store to get a new sim card. So after that everything was all good.
Also the FedEx guy delivered my GS3 to the wrong house. Luckily the house was only 3 houses away from mine and I was able to catch the delivery guy before he got of work.
Blazed from my ATT Galaxy S III

A short update to my situation. Turns out that when a shipper requests restricted delivery from UPS, the address cannot be amended, even it's something as minor as an inclusion of an apartment number. If a package cannot be delivered to the address listed, UPS will automatically return it to sender. To make a long story short, I spoke with a customer service rep who spent a good 30 minutes helping me resolve this issue. Although I will have to wait until the returned package hits the warehouse for the money to be credited to me, I was given the option of buying the phones at my local store, located a block away from my place of work, and having my numbers ported to the new phones.
As they say, cooler heads prevail. During my lunch break, I went over to the store (the manager and the individual who processed my purchase were extremely knowledgeable and helpful) and bought the phones. It took about 5 minutes for the numbers to be ported over, and I was on my way back to the office. A short while later, I received a call from an AT&T rep with whom I spoke earlier in the week regarding the status of my order. She reviewed the notes on my account, apologized profusely for the inconvenience cause by the shipping mishap, and stated that she will waive my 1st month's bill to compensate me for it.
On a side note, seeing the speed test numbers (20 Mbps down, 13 Mbps up on the Upper East Side in Manhattan) made me question my sanity for dealing with T-Mobile's 0.5 Mbps for the past year.