08-27-2012 09:02:46 AM
After paying my bill, I decided to look into upgrading my internet service to a faster one. During the process I had a question that I couldn't immediately see the answer to so I decided to try out a live session and Ellen A. was who I got stuck with. I spent over an hour trying to get a simple answer and I got attitude, I got treated like I was stupid and she never answered my question. I did. After much clicking on my own while waiting forever for her to respond, I figured out my answer and she still told me I was wrong. I asked her FIVE times to give me information on how to give feedback on my session with her and I was told I could leave comments in the box after the chat. But then she kept talking and delaying it. Then I was told I'd get a survey after the chat. She delayed further and further. She then tried to start the troubleshooting allllll over again when I made it clear I was done and wanting to give feedback. She finally ended it and I never could post my comments and never received a survey prompt or email.
All I'm wanting is somewhere to send my feedback on her awful technique on handling a customer and hopefully forward the conversation I saved from the session. I just want to email it or send it somewhere and get a response.
08-27-2012 10:07:55 AM
08-28-2012 08:12:40 AM
Hi. Your experience with ATT is just the beginning. I used ATT Uverse for years and experienced many hours of their customer service which is for the most part -- horrible. I am glad that the staff has a job. For those of us seeking answers to questions, my recent experience last week by phone was just as bad as yours via chat. The biggest problem is that consumers are not allowed to pick and choose their service providers for TV. ATT offers the best options for TV service. Their equipment is top of the line-- state of the art. Their customer service reps seem like okay people as individuals. The company seems to just hire people and put them in a chair and say "go to work" without given them test questions or having a tier system where the person gets the initial contact quickly moves the customer to another tier when they and the customer cannot come to an agreement on a solution. In nursing we call it triage. I suspect that in such a large institution that is tied to the federal government-- they don't have to have good customer service to survive and therefore they don't even try. The public needs to be warned about the poor customer service at ATT so they are not shocked when they are on the receiving end. Thank you for your post. My suggestion to keep posting your complaint and maybe you will get one of those surveys to pop up where you can really state your experience and be heard.
08-29-2012 06:51:27 PM
The representative as very HAPPY to close the U-Verse sale and schedule a due date ( between three dates -"we will call you to confirm date) There was no phone call.
I waited 60 minutes on the phone being transferred to three reps and finally talked to supervisor who informed me the
due date for installation was TWO WEEKS OUT.
I told supervisor JEROD (who refused to give me the state, city, location of his call center "for security reasons") that
two weeks was NOT acceptable. I told him apparently AT&T is not concerned with providing outstanding, excellent
customer service so I wanted to CANCEL my order.
His response was for me to call 800-288-2020 and press zero twice to cancel my order.
I told Jerod that having me call in and wait another hour on the phone is not acceptable. He said the department
is "closed and you must call back in the morning to cancel".
That's the GREAT service AT&T offeres. Make the sale, make the promises and then hope for the best. Hope
the customer lies down and plays dead.
There is no email address or phone number for executive complaints. I wonder why?????
09-04-2012 06:41:36 PM
Moved for better exposure
09-05-2012 02:58:38 PM
Don't promote things on the internet if your not following through with the promotion. The internet says free instalation if applyed today. I don't need some arrogant AO tell me that it is very expensive for AT&T to come out to my house and run one wire. I have been a customer of AT&T for many years and people I tell you what.,We maybe stuck in a society where our hands are tied and maybe we need the service provider but at the same token, the service provider needs us, it is called provider competition. I will go ahead and cancell my service with ATT mobil and they can keep their fake promotions and their arrogant online customer service people. We may be one of a million customer but in a business world every person counts. One other thing, dont post a blog on an ATT website where it can be manipulated, post else where.
09-18-2012 06:44:27 PM
You said it all. Chat personnel are the most rude uninformed people I've spoken to yet. I had a genuine concern about privacy since I kept getting an error that my wireless number was already linked to another account. The new Access ID is not only STUPID, it has too dang many bugs in it for me to feel confident in the security of the data. Turns out it had linked it but never gave me a confirmation and didn't show it as linked to my account. When ask why this happened and was my privacy/security in tact, I got a snide remark of "A*****: You have already link your Wireless service to your Access ID in the past that is why you have receive that error, Ms. S******.
Chat session has been terminated by the site operator." So, I still don't know if there has been some kind of breach. I don't know where they get these people but they should consider finding a more suitable source or there will be no trust in AT&T's ability to protect the private information they are asking us to provide.