worst tech support and customer service ever

[lyrakl]

Today I signed up for the connect tech subscription service. The woman who sold it to me said it was a  24/7 service and since I work away from home all day until after midnight, I thought it would be a good thing.

I called them after midnight to get help setting up my wirless network. THEY WERE CLOSED!!!  I went on the website and waited for 54 minutes for a tecnician to come onto the chat.  They little icon message said my wait would be a minute or less for over 40 minutes.  I was so steaming mad.  FINALLY a technician comes into the chat and tells me I have to call back between 9 and midnight for tech support.

First of all.  How can they lie like that?  I told the first person I spoke to what my issue was and when I would need to call them.  Several times she assured me 24/7. 24/7.

Second of all.  More than the being lied to, I am very upset that my time was wasted.  Like anyone has time to sit around for 54 minutes waiting for a technician to come on to tell them they have to call back during business hours for a 24/7 service. UNBELIEVABLE!

Third of all.  Why is there no link to customer service so I can send a complaint? 

Att is the absolute worst.

[JustinF]

Hi,

I’m sorry your experience has been unsatisfactory, to say the least. We certainly want to try and remedy the situation for you. If you could please send me a Private Message with your account number and best contact number I’d be happy to take responsibility in seeing this issue gets escalated to a supervisor.

Again, my sincerest apologies,

JustinF

[szozaya]

$49.00 and 5 1/2 hrs on the phone for the worst service I have ever received in my life.  I spoke with nothing but incompetent people, except for the lady that I was assigned to by mistake, as Marcus didn't know what the heck he was doing.  She apologized profusely and I never should've been assigned to modem repair.  The techs doing the config on my router were absolutely incompetent.... I kept asking questions and they had no answers...I also work in service and we would lose our customers with the type of service I received.  The last tech I finally was assigned to did get me connected, but he had complete attitude and wouldn't listen either.  He connected me, with only 20% connectivity....and couldn't wait to get off the phone.  I believe I should get a REFUND for this absolute crappy service. 

If you are going to charge $49.00 and keep a customer on the phone for 5 1/2 hours, you should pay them.  I ended up order a new modem/router from you, I certainly hope the setup is nothing like the service I received yesterday.... I am completely dissatisfied with the incompetent techs and the just don't give a dam attitude I received. 

[bar-j700]

id like to see att get there crap back together but it is taking too long for this to happen. so i am sorry i gotta go. there isnt any trust anymore.

[soonitwillend]

I hear you.  It's really a shame too because I actually love the UVerse part of my service thru AT&T.  I'm tired of having to save every paid invoice, writing down the names and locations of all the reps I talk to to resolve billing issues.  I've been either lied to or given wrong info because the reps aren't trained properly.

It doesn't matter the excuse or legitimate reason on AT&T's part.  I've experience the worst service from this company just within the last month - and I don't believe at this point there is one rep or supervisor that can solve my billing issues.  I too have lost trust in this company.  I have been a 30+ year customer of the previous generations of AT&T.  That won't matter either.  Oh, my aching [word filter avoidance]

Oh well, live and learn.

[Computer-Joe]

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soonitwillend wrote:

I hear you.  It's really a shame too because I actually love the UVerse part of my service thru AT&T.  I'm tired of having to save every paid invoice, writing down the names and locations of all the reps I talk to to resolve billing issues.  I've been either lied to or given wrong info because the reps aren't trained properly.

It doesn't matter the excuse or legitimate reason on AT&T's part.  I've experience the worst service from this company just within the last month - and I don't believe at this point there is one rep or supervisor that can solve my billing issues.  I too have lost trust in this company.  I have been a 30+ year customer of the previous generations of AT&T.  That won't matter either.  Oh, my aching [word filter avoidance]

Oh well, live and learn.

---

Not sure if you were looking for a solution or just wanted to vent, but if your problems have not been resolved, I suggest sending a message to Alex and he will have someone contact you within a couple days to address your issue.

__________________________________________________________
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[bm55]

Re: worst tech support and customer service ever yes today I spend 14 hours and all the tecs. I talk with more than 12 out of this tecs 4 where remote they made my PC worse and still waiting for help from the remote tec and is 1:15  am the next day and too tire to wait this has being a night mear and yes there is no place to go and complaing

[blue7833]

they are the worst i have seen i have internet with them then friday they disconnect met for no reasion the bill is uptodate

i called thm to get them to change the address and they said it was gaid that itood to go at the address we did live at and i told them no i dnt live there any more i live in antioch ca and gave the address again and it was fine for a few months and then they turned it off they ssaid tht is is tec problem then they said  said  that there was no accont for the number gave them and then they said it is billing what is going on here uggggg now i have to wait tell monday to call billing so not when i want to go online i have to drive 20 miles to get to a mc donalds to go online ugggggggggg

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lyrakl wrote:

Today I signed up for the connect tech subscription service. The woman who sold it to me said it was a  24/7 service and since I work away from home all day until after midnight, I thought it would be a good thing.

I called them after midnight to get help setting up my wirless network. THEY WERE CLOSED!!!  I went on the website and waited for 54 minutes for a tecnician to come onto the chat.  They little icon message said my wait would be a minute or less for over 40 minutes.  I was so steaming mad.  FINALLY a technician comes into the chat and tells me I have to call back between 9 and midnight for tech support.

First of all.  How can they lie like that?  I told the first person I spoke to what my issue was and when I would need to call them.  Several times she assured me 24/7. 24/7.

Second of all.  More than the being lied to, I am very upset that my time was wasted.  Like anyone has time to sit around for 54 minutes waiting for a technician to come on to tell them they have to call back during business hours for a 24/7 service. UNBELIEVABLE!

Third of all.  Why is there no link to customer service so I can send a complaint? 

Att is the absolute worst.

---

[dhof]

I experience the worst customer service I have experience in years.   1st they said they needed 4 hours to install, they were not here for 2 hours. Were in too big of a hurry to get out of the house, never went thru anything with me as to what they were going to do. 2nd, did not send me my 1st bill until the 2nd billing cycle. That doubled the bill, so it put me thru the roof on that  . they said that is the way we do business. Even the customer service people at the stores are not very freindly or helpful. If you want to cut back on sevices they get upset, etc. Like they do not care about the people who are the customer. They have to think more on the lines of gettting the customer to bring them business, not the opposite. Finally it seems they do not want you to talk to anybody in person at all. Not good for pr. Hopefully they are taking some  action with some of these post.

[JustinF]

Hello everyone,

Please be aware that this is for Connectech service, that being said I apologize to anyone who has not received good service. Please send me a Personal Message with your issue and I will see it get escalated.

Thank you,

JustinF

[Judy-D]

In March I signed up for Connectech because I could not send nor receive e-mails on either of my Mac computers.  I agreed to the contract because I was assured that these experts could help me.  These people with Connectech in India or the philippines are very, very difficult to communicate with.  I feel like I am taIking to a parrot or someone spouting the party line.  They all say the same thing and they have no idea of what service and a contract means.  A contract means the other side performs for the payment.  I spent hours upon hours on the phone within the last month alone – and no one at Connectech has fixed my problem.  I am beyond angry and I am approaching canceling my AT&T Internet and home phone services.  If you look at my records, you will see that several of the 8 or more times I talked with a tech “expert”,  it appeared to be fixed; however, the very next morning I had the very same error message and again I was not and am not able to send or receive e-mail at either of my computers.  I asked Connectech to cancel and refund monies charged to me.  “Upper Management” for Connectech just repeats the same words about paying a cancellation fee.  I do not feel that Connectech has earned any fee.  I cannot tell you how upsetting and frustrating this whole  episode has been been.  

[Judy-D]

Please respond to my post about problems with service from Connectech.  I posted on yesterday 4/24/2012.  My name is Judy.

[edited for privacy] 

[madfinn]

I agree there customer service really suks

[madfinn]

cant call if u dont have phone service lol

[tarenallen]

WORST all around service I've ever experienced!!! Everything about ATT service is frustrating and as soon as my discount term is over, I'm switching even if it costs more. Website is a nightmare! All links just run you around in circles accomplishing NOTHING. I can't even send an email written complaint! Whoever designed this site needs to be fired!

In store employees can do nothing. I've never had a real person assist with issues. Even contacting help over the phone takes 10 minutes plus to get a live person on the line.  Talk about cutting corners for maximum profit. ATT should be embarrassed with the bare minimum customer care. Even my "high speed" uverse internet isn't that high speed. Such a joke.

My bill was incorrect for several months, requiring me to call to get the in-store quoted price. HORRIBLE HORRIBLE HORRIBLE CRAP!

[kiketovar]

With all of these issues from connec tech service and reps,  ATT should close this unnecessary and ridiculous service that is only good but to get the customers money! My issue is similiar to all of these issues and hasn't been resolved to the point of considering taking it the hard way getting the nessesary channels involved ( BBB and FTC Bureau) if not resolved on time.

Very upset customer! 

[lw1]

I totally agree. I have had nothing but problems with AT&T since I signed up a year ago...the worst customer service of any company I have ever delt with. They are losing me the day my contaract is over, & then I'm sure will ask me what they can do to make me stay! I love their famous line that I have heard over 50 times in the past year " I am so sorry for your frustration & can totally understand, please hold on while I go over your account" , but ofcourse first can I have all your information, that I have already had to put into the phone & usually tell one or two  other reps first!!!!  Shame on you AT&T !!!

[frustratedddddd]

I am having the same issues as the rest of u. Horrid customer service!!!  You name it, it has happened to me!! Every single month there a issue one way or another with the billing. That results in, without exaggeration, an hour to three hours of my time and being transfered to 3 to 5 different people,only to get complete contradictorily information from each person. I cannot get a straight answer. They r one big scam. Reading these messages makes me realize that if only a quarter of u are being ripped off they way I am, imagine how much money AT&T is making off of us??!!  AT&T needs to realize that they just may have frustrated & angered enough people!!!!! I know I will b!!!!!!!!!!!!!

[Edited to comply with Guidelines]

[ianbuda]

 THERE IS ONE WORD THAT DESCRIBES THEIR TECH SUPPORT

"SUCKS"

See my message labeled "Lousy"

[jimafm]

I actually got a link from a Tech Support Supervisor; [Edited to comply with Guidelines]

He assured me I would get results.

They never even answered one of my several emails!

As for the false advertising, keep in mind this is a for-profit corporation going broke on a regular basis due to incompetent management and corruption.

They will tell you anything just to get your money.

They do not have the engineering or financial ability to deliver on their promises.

[jimafm]

Write every congress person you have in DC and state govt. AT&T has crapped on them too, and they will enjoy holding their feet to the fire.

I have done it. It works. They will refund your money and pay you for your time. I got $600.00!

[Judy27]

YES YES,,,omg I thought it was only me.....done with them....hate them,,,,poor service ever in the universe....

[Dialtonelost]

Just concluded a chat session with an AT&T Tier2 support member on a very troubling U-Verse issue. Two months now with a on again off again system shut down. In which nobody at AT&T has a clue to fix properly. Going for a third try tomorrow. Will see. Anyways, this particular support member was very rude and a smart alick over the chat session. Its like he made it out to be my fault for AT&T having a glitch or bug in their system and was somehow trying to blame me? I got nothing but several different stories or excuses why I couldn't get U200 service properly. Every AT&T tech, sales, or U-Verse installer had a different opinion,story or excuse. Its sounds to me that AT&T has no idea what they are doing and they are clueless to how their system is running. Don't get me started on their debackel of their Motorola NVG510 gateway modem. AT&T sucks!

[chopperprop]

And we keep paying ATT why ???

[mustang5spd]

How come there is no complaint department ? You go to the store for help. And the people there all have attitudes. I hate going into the store. Can't wait for my contract to be up.

[itpd4]

Re: worst tech support and customer service ever

07-29-201208:04:19 PM

"How come there is no complaint department ? You go to the store for help."

Hummm great question ...any takers......??? Lets start a new thread DETAILING the worst connec tech experience we have had. I 'll bet there are some real dandies out there........

[itpd4]

"How come there is no complaint department ? You go to the store for help."

[itpd4]

Hummm great question ...any takers......??? Lets start a new thread DETAILING the worst connec tech experience we have had. I 'll bet there are some real dandies out there........

[pippin33]

I must add my 2 cents while I'm here. Several days ago I filled out an online form somewhere here - who knows because every time I come here I'm sent to a different place. I never got an answer. Prior to that I had typed out a long message explaining my frustration at the information on my account. It kept saying I owed this money when I just bought the phone service and paid for it the day before. I wanted to know why it wasn't showing that I had paid anything. When I finished the note I hit enter to sign it and leave my gophone number. It completely wiped out the entire message. Just to make sure it wasn't something I did I retyped some letters across and hit enter - same thing wiped out the text. I did it several times to make sure. What kind of text editor does that? and WHY do you use something like that without giving any kind of warning to the people using it? (i.e. you should have in bold type Don't hit enter here or you will lose your text!! would such a huge Phone company have not only the worst automated system for callers, but now your site is proving to be poorly designed as well as when you DO get a live voice you get nothing but wrong information.

This site has the WORST navigation I've ever encountered on a site. And from I see here the customer service isn't so hot either. (I did attempt to call them but got disconnected after the automated system told me it would transfer me so this is no surprise)  I just signed up for the wireless phone community forum and after finally getting my confirmation email I clicked on the link and it sent me here This is NOT the wireless community forum is it? Of course it isn't. Off I go in search of.....

[analily07]

I totally agree with you im been looking for a email where i can send my complain or ever trying to speak to a mannager in this company and i have found 0 as an answer, how shame i feel and how can i recomended ATT to my friends since im feel very dissapointed with this company......

i just change my area code because i moved to another states and since i have a offer discount from the company i work for they want me to start it over againg, i belive they just need to keep all my information in ther system since nothing has changed just my area phone code..... i feel fustrated right know that all i want to do is change to another phone company and not even notifying my decision of not longer their be their customer.......

[timneptune]

agreed. I had a very similar experience.

In addition they hacked my email account, sent out spam email asking for money.

They even were bold enough to ask the admin password to my computer while connected remotely!@ Fortunately, I was smart enough not to give that to them.

Honestly, I took a lot for granted since they are with a name brand like ATT. WHAT A MISTAKE. STAY AWAY!!!