IPhone 4 and AT&T shopping experience
My iPhone 4 and AT&T shopping experience
Some of you will most likely think I am crazy but I was up on Monday night thinking about purchasing my new iPhone 4. Sometimes I get excited over the little things in life but I really enjoy my iPhone. I was scrolling all the news sites, reading all the articles about the new iPhone 4 and iOS 4. I ended up going to bed sometime around 2:00 a.m.
Tuesday started off with a text from my boss who is also a iPhone fan. He was telling me at 7:30 a.m. that he had completed his iPhone purchase and that the AT&T system was very slow. He also told me that he decided to have the phone shipped to his house. At this point I am mad because my boss ordered his iPhone before me. I knew I should have gone over the night before and disconnected his internet.
I started my iPhone purchasing adventure around 9:00 a.m. only to find out that AT&T was down. I tried the Apple website and was shot down. I am not sure the exact time but about 1 ½ hours later AT&T was up and running again. I was getting excited again. I logged in and selected my new iPhone and was proceeding to check out when I got an error message. AT&T website was telling me I couldn’t ship my new iPhone to a PO Box and that I needed to update my address before I could proceed with my order. After thing for a long time about what to do next. I decided that going down to the AT&T store was my best choice.
That drive as fast. The local AT&T store is not too far away. I walk in the door and was greeting by a young lady that put my name on the list. To my surprise I only waited about 10 minutes to see someone. I told the man that I was here to purchase two iPhone 4 today. One for me and one for a friend. I was surprising my friend with a new iPhone. The Man told me he would need to do the purchases separately. About 20 minutes later I walked out the door with two receipts for my two new iPhones. I was very excited. This was the first time I saved up the money and was able to pre-order my iPhone. I had planned for the last 4 months and I was going to be like all the other crazy people out there.
I called all my iPhone friends and asked them if they got there order in. I even encouraged a few to get the new iPhone explaining to them how awesome the new camera feature was. For me, I was buying the iPhone for the camera. It is amazing how may picture and videos I take now. All of them on my iPhone. The new camera will be awesome.
Fathers day was the day. This will be one of those fathers day I wont forget for a long time. I was at home, the kids were swimming and I was checking my email. I got 2 emails from AT&T. Both told me that my orders were canceled and I needed to contact AT&T for further assistance. At this point I almost fell out of my chair. After composing myself, I proceeded to call AT&T in hopes that I could get this issue resolved. I was on the phone for a very long time. The Lady I spoke to told me that there was nothing she could do. She told me my order was canceled because I used a DEBIT card to do my preorder. I was very frustrated at this point because no one told me I couldn’t use a DEBIT card. She called the store and and the store wasn’t very helpful. The store told her that everyone was told they required a Standard Credit Card for all preorders. You know, the ones that charge you interest and that you can never seem to pay off. Besides that fact that I don’t have any Credit cards, because I was a good by and got rid of them all 15 years ago. I used the only cards I have and own, my DEBIT card. I have a two checking accounts and I put my iPhone money in the second account so that the money would be there for the entire process. My phone call was over and I was told to take up the issue with the store manager. She told me there was nothing she could do for me. Very frustrated at this point. I asked to speak to a supervisor. A few minutes later I was transfer to a supervisor, I explained my issue and he told me there was nothing he could do.
At this point my fathers day was ruined and my iPhone 4 dreams were over. The only thing I could do was start the entire process over or call the store manager on Monday.
On Monday afternoon I called the local AT&T store (Turlock, CA). I asked to speak to the store manager (Mathew). I told him my story and he proceeded to look up my order. He again, reassured me that he was telling all his employees every ten minutes that they are not taking DEBIT cards. After explaining to him that his efforts seemed to have failed because I was able to purchase not one but two iPhones using my DEBIT card. I also explained to him that the failure in the process was his store. His store was the reason my order was canceled and I needed him to do something about it. The more I talked to him the more I felt he didn’t care about my issues. He was coming a crossed as very cold and had no solutions for me. The more I prodded him the less and less he cared. Finally, he told me he would make a few phone calls and would see what he could do for me. He told me he would call me back on Wednesday.
At this point, I think I will FRAME my two receipts and hang them on the wall so I can be reminded everyday how AT&T don’t care about its customers. I will also print my two cancelation letters and include them in the frame. It is sad how the large corporations don’t seem to care anymore about the individual. They only seems to are about the 600,000 iPhones that were sold that day.
At this point I am very sad and upset. It is amazing how I planned for the last Four months to purchase my phone on preorder day so that I could be like all the other crazy iPhone fans out there and get my new phone on the first day. I am starting to realized that there is not going to be an iPhone for me on Thursday.
Today is Wednesday and I am dreaming that the local AT&T (Turlock, CA) manager will give me a call with good news. I was hoping he would tell me that he was going to set a phone aside for me because of the horrible experience I have had so far. Most of the day has come and gone. So I picked up the phone about 2:00 pm and call the AT&T store, I asked to speak to Mathew. He proceeded to tell me that there was nothing he could do for me. Again, I was getting the feeling that he really didn’t care about my issues and concerns. I have hit a brick wall and my day was going down hill. I am surprised how my emotions were getting the best of me. I was surprised how not getting my iPhone would affect me. Come on, this is only a phone.
My day just got worse. My two friends just sent me a test message saying they just got there iPhones in the mail. Come on, it is only Wednesday and they already have them. Now they are sending me all sorts of messages about how cool the new iPhone is and how excellent the new camera works. Bah humbug, I didn’t respond to any of them. I was so completely upset at this point. Again, I was amazed as to how much this whole ordeal has upset me.
One last try, I called the AT&T customer service. The lady was very nice to me and told me that she would help me but I know it wasn’t going to end well. In the end on Wednesday afternoon, I was shot down again. I decided it was time to move on or find something else to do. So I went to the movies and watched “The Karate Kid”. After the movie was over, I went home and went to bed. I think I ended sleeping for 12 hours before I got up on Thursday for work. Sometime during my evening, I figured I would try to plan another order for a new iPhone. Even though I am ****** at AT&T, I still want an iPhone. To my amazement, they wont let me, they are experience technically difficulties.
Thursday morning. Today is the big iPhone launch. Normally every morning I turn the TV on and watch the news in the morning while I get ready for work. Today, no TV. I didn’t want to hear about all the new iPhone excitement. I am having a very bitter day.
I am having a very bitter day but I love Apple products. After getting to work, I took a few minutes to try and preorder my phone again. And again, AT&T was broken. When started this process on June 15. I had huge hopes and expectations to get my new iPhone on June 24. Today is the 24 and I will be very luck if I can get my new iPhone by July 15. I am not sure when or if I will bother to purchase a new iPhone. I am not sure if I even care anymore.
I am still ****** and will be ****** for a long time to come. AT&T has shown its true side again. I am only one person and AT&T has millions of customers. Sometime you need to remember the small people out there.
update...
I am not one to give up. So I called AT&T today. Now they are telling me they canceled my order because they were unable to fulfill my order. Basically, AT&T told me they sold out so they canceled my order so I can proceed to reorder again. It took them 4 days to realize this. I will be lucky if I get a new phone by Christmas. I am sure they will find a way to cancel my order again.
Again, I argued, how is this my fault. I placed my order at the store around 11 a.m. Pacific time. My friend ordered his phone online sometime after me. He got his but my order was canceled. AT&T tried to explain to me that they sold over 600,000 phones, almost 500 per minute during there peak. Again, I asked, how this was my fault.
I can understand over selling the phone. It is a great product. There is no reason to cancel my order. You adjust my order and tell me you will let me know when my phone will be in. I would have been mad that my phone was going to be late but I would have survived. At least I would be getting one.
At this point, I have no order and AT&T or Apple website will allow me to order one. I just want to get in the QUEUE for one.
Frustrated.
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Hello, I wanted to take the time to write a lengthy post as it seems BB Corporate is active here and tends to take the feedback given here seriously to document my terrible shopping experience recently at BB store #293 in Rockville, MD.
To give some background about myself, I am an ITPro that has very fond memories of buying some of my favorite tech toys through the years from BB when I first started getting paychecks in High School and I'm now in my mid-30s with considerably more spending power. Even with the rise of online competitors like Amazon and Newegg, I still had a soft spot for BB and their big box presentation while local competitors like CompUSA and CC fell by the wayside. I was happy to see BB make a comeback in recent years and their RewardsZone (MyBB) rewards system has been a mostly trouble-free experience since its inception.
Over the last few years, I tended to make a lot of my big ticket purchases at BB due to the flexibility of their no interest financing, or the option to get 5-10% rewards on purchases paid in full, enough to qualify me for various levels of Elite membership ($2500-3000 spent per year). I was on track again for similar spending this year with the purchase of a Surface Pro 3 for my girlfriend, which I paid in full to receive the 10% in rewards for ~$90 in Reward Certs.
We decided to check out the new consoles as well, and she favored the white edition PS4 so we went ahead and pre-ordered the white PS4 Destiny bundle on Aug. 29 2014 on a whim. I took the option to pay it in full to get the benefit of the 10% rewards and was assured by the sales rep Jesse that the 10% rewards wouldn't be a problem when I picked the console up after the promotion ended, because I had already paid in full.
So we came back on Destiny launch day, 9/9 and it was perfect, great in-store experience that you simply cannot get buying online. Walked in, Jesse was there again and had the console under the counter and even the local Sony rep was there, talking up the game and console. Best part was they started throwing SWAG on us, PS4 lanyard, Destiny Bundle T-shirt and apparently there was even a free Gamers Club Unlocked membership I didn't even know about (I do a lot of research on my buys but again, this was bought on a whim) that was active, so I really felt great about my purchase with a fantastic in-store experience. We went ahead and picked up Last of Us Remastered too, since we loved it on PS3 and we got 20% off with our new Gamers Club membership!
But that's when things started to go downhill. Apparently there was a new employee working that day that Jesse was training, I am not sure if that was where things were missed, or what, but Jesse has provided me great service in the past so I don't really fault him here. We also wanted to apply the $95 in certs to the transaction that would have totaled around $463, so with the original prepaid amount of $450 minus the $95 in certs, we should have been owed ~$80 back to the card.. Instead, I was asked for my BB Credit Card again and it was swiped thinking that was to get the ~$80 back on the card, but apparently it charged the card again for the balance of $463 minus $95 in certs. I thought the transaction was a bit off, but figured they would just reverse the original $450 prepaid amount to charge the new transaction.
Fast forward a month, on 10/11, I checked my BB Credit Card statement to pay off the PS4 and was shocked to see an interest charge. In 3-4 years of having this card, I have never been charged interest once. It was a non-trivial amount of $13 and I traced it back to the 8/29 pre-order for $450 that I thought was reversed in-store. I was then even more shocked to see the 2nd $364 transaction on the card, so I had essentially PAID FOR TWO Playstation 4 consoles!
So I immediately gathered up all my documentation (CC statements, RZ print outs, pre-order and in-store pick up receipts) and headed back to Best Buy. It was a Saturday so things were busy, but the initial CS reps were responsive and tried to help with the situation. The problem is, no one knew how to fix it. Apparently, there is/was a *MASSIVE* glitch in BestBuy's point of sale system where you cannot apply both a preorder AND a RW Cert to a single transaction. The system applies/attaches the preorder to the transaction but does not reduce the balance by that amount, because it is overwritten by the Reward Zone cert transaction. It took at least 1 hour for 2 knowledgeable and extremely helpful tech managers (Alan and a woman I believe named Sheila) who almost immediately identified and acknowledged they had seen this problem before. They also said the sales reps should have known this.
The problem was they kept insisting they could not simply return/void out the in-store 9/9 transaction of ~$363 because it was over 1 month and closed. They also said they could not simply refund the $450 prepaid amount because the system was showing it was already applied to the in-store pickup transaction, even though the receipts, my CC statement all clearly show the in-store transaction was NOT reduced by the $450 prepaid amount.
Now here's where things get ugly, one manager, Nucleo, was called over and simply did not have any intent to help. One of the employees I would prefer not to name said they believed he just didn't know how to fix the problem and they would prefer to just go to their General Manager, Dave. Dave was busy on Saturday, I am sure, so it took him some time to come over, but he genuinely seemed interested in fixing the problem. Together with Sheila, they came up with the solution of voiding out the in-store transaction manually, and then scanning a return for a $15 accessory item to make me whole on the interest I was charged. They also said the prorated portion of the Reward Zone Certs of ~$87 would be refunded to my BB account within a few days.
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This time, unfortunately, the GM Dave was not on duty, it was only Nucleo. Sad to say, he actually provided better customer service when he tried to ignore the problem. This time, he tried to indicate it was MY FAULT that I allowed myself to be charged twice, asking "what I want to know is, if you paid for it why did you let us charge your card again?". I replied that it was a FLAW IN BB's SYSTEM and that I assumed HIS employees knew what they were doing because I simply do NOT PREORDER consoles on a weekly, monthly or even yearly cycle. At this point, both of our voices and tempers were escalated, it was one of my most unpleasant in-store experiences especially knowing I was being wronged and this person Nucleo had no intention of trying to fix the problem caused by BB's system. In all of this transaction, this dealing with Nucleo is the only reason I am writing this post now, I feel everyone else did their best to try and fix the problem, but this guy is just in the wrong business because his customer service skills are awful. Ultimately the visit ended with no resolution, the employees that had been helpful throughout (Alan, Amber, and one other tall younger man) insisted the certs of $87 would get credited back in a few days and the credits for the original $450 prepaid would also come but may take longer after they spoke with MyBB reps on the phone.
So I waited patiently for another 2-3 weeks and the points from both the prorated $87 rewards (original $95) and the estimated 2250 points ($45) from the 10% $450 prepaid amount had still not yet arrived. When they didn't, I took a different tack and contacted MyBB Elite. The rep was responsive and understanding, and it took a good 10 minutes for her to get her bearings while I explained the situation. I also provided all of my documentation and she was able to verify and document it in her notes. She immediately re-issued or pushed through the $87 in Reward Zone certs from the refunded in-store transaction while I was on the phone, and said the remainder $450 was also in process and should come through in 5-8 business days.
I had to call 2 more times, both times the reps insisted the $450 prepaid was still in process and approved, but it was most likely the same glitch that prevented the prepaid from being applied properly, it simply could not get points attached to it because it was counted as part of another transaction. The 3rd time I spoke with a supervisor/escalation rep and they said the transaction would be funded.
Finally, I called up again a few weeks ago and was at my wit's end because I still did not see a resolution. Somehow, this rep was able to push the amount through which was $45. It was unattached to the original transaction as just Customer Satisfaction. Throughout this experience, I do feel everyone was interested in trying to get this resolved for me except for Nucleo, who really tried to make me feel like this entire ordeal was MY FAULT. The BB rep on the phone apologized and said she hoped this had not impacted my willingness to shop at BB in the future, but I answered frankly, that it has impacted my willingness negatively, as there was numerous deals on various tech toys and gifts in the last few months that I simply did not feel good about making at BB due to this experience.
I wanted to post this so that you can use this feedback as it shows how quickly someone's opinion and preferences can change on a single bad shopping experience. And while I am not one who is going to take a faux-stand and say I will never shop at BB again, I will certainly look at more alternatives rather than going to BB for certain buying habits in the future. Oh, and someone should speak with Nucleo, he is absolutely in the wrong line of business.
Thanks for reading! I will be happy to provide any documentation or member # via PM for your verification if you are interested. Some of the dollar amounts are rough/estimated as this transaction is now so old it no longer appears on my recent 3 month history.
Regards,
JerryDear Jerry,
Thank you for coming to us on the forums and sharing your recent tribulations around this purchase. I can fully empathize with your disappointment in the treatment you spoke of in your post as I have experienced this with other retailers in the past as well. Any frustration this lengthy experience may have caused you is completely understandable. For something that seems like it should be so simple from a customer standpoint like correcting rewards points, can sometimes not be so cut and dry on the other side of things.
I had the pleasure of being a manager in our stores for a couple years before I came to work at the corporate level. There were interactions that challenged my knowledge level and my patience in that time, but I was always working to educate the customer and leave them feeling heard and appreciated. This should be the goal of all of our managers to express through their words and actions with our customers. My apologies if you didn’t witness this in your exchanges with Nucleo. I can fully empathize with your disappointment with the treatment you spoke of in your post as I have experienced this with other retailers in the past as well. Using your email address you supplied here on the forums, I was able to verify your interactions with our phone support and that your points issue appears to have been corrected. This process should not have taken as much effort and follow up on your part as it did.
The information regarding the preorder points issue you described has been documented here for review by the appropriate business teams. Your feedback has also been passed along to the General Manager at the Rockville, MD (store 293) location to be used for coaching and training with his team. Please don’t hesitate to reach out to us with any other questions or concerns. I am genuinely sorry that this occurrence has damaged your inclination to come to Best Buy for your technology needs, and I hope you will continue to visit our stores in the future. Your loyalty is much appreciated.
Warmest regards,
JD|Social Media Specialist | Best Buy® Corporate
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I bought an iphone 4s from a pawn shop,i need to check and make sure the phone is clear to be activated in my name,i was told you can check the IMEI number,i have the number,but what do i do with it?
Who is the carrier the iPhone is carrier locked with?
If the carrier has a blacklist for lost/stolen cell phones, it would be the carrier you need to contact. -
I got a used iphone 4s from a pawn shop and I cant activate it because I dont have the past owners icloud info is there anyway to unlock it and put in my information?
Take it back to whomever you purchased it from and ask for a refund. There is no way to get past the "Activation Lock".
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They do.
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I continue to have weird and random issues syncing iPhone 4 with iTunes 9.2. I will not have issues for days and then it will start. This morning, I had to do 4 syncs before it would complete. The prior attempts just ended in lockups: locked up sending a podcast to the iPhone 4, locked up at the end of the backup, locked up during a "verify".
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Regards.Try restoring the iPhone to factory settings. If you are having difficult restoring, put the iPhone into Recovery Mode and see if that then works:
http://support.apple.com/kb/ht1808
If not, or if a restore to factory settings does not fix the problem, then your iPhone may have a hardware problem. You can only get the iPhone serviced by Apple in Canada, so you will have to take the iPhone there or send it to someone you know in Canada who can get the iPhone serviced and send it back to you. The only option for getting service in Pakistan would be to pay some unauthorized repair shop to attempt a repair, after which Apple will no longer provide any service even in Canada.
Regards. -
I am the owner of my iPhone 4 and it had not been updating and allowing me to download apps. So I decided to do factory setting, before doing so I had backed up my phone on my computer then I had erased everything from my iphone. But now I want to start everything from the beginning, and on my setting my Apple ID is present however when I put my password in it doesn't let me log in. The message that I receive says that I would have to remove my Apple ID as it will not let me log in with that I'd even though I am the original owner, I have tried everything on find my iPhone as well, even there my Apple ID not showing on the devise.
If anyone has had a similar experience could you please advise me on what to do,
ThanksYou must have the credentials that were used to turn on Find my iPhone on the device. Without them, you can not get past the activation lock.
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