08-16-2013 07:17:32 PM - last edited on 08-16-2013 08:08:47 PM by Phil-101
I'm so unbelievably frustrated with the service I have received this year that I need to vent my story
I have been an AT&T subscriber for over 10 years (migrated from Prodigy). I had a basic DSL service (3mbps down), and was content with it for several years without issue. It wasn't superb, but it was reliable enough for everyday use Earlier this year, however we had someone come up to our door telling us that he was with AT&T, and that our house was scheduled for a forced migration to AT&T U-verse. We were informed that there may be a brief outage while there was a transition. We were confused and experienced an outage of over a week.
At this time, I called to find out exactly what was going on, and how in the world "brief" meant a week. I called support, navigated through the convoluted automated 'support' system, and after listening to it tell me to restart my computer 3-4 times, finally got through to U-verse support. They proceeded to tell me that I wasnt a customer of theirs, and that I should contact their DSL department. So after calling and waiting with DSL, they told me I was on a list for forced migration, and that U-verse was handling the account. After explaining my conversation with U-verse, they told me that the person I had spoke to didn't know what they were doing. Then the same person explains that it may not have gone through to their system yet. After going a month without Internet (that I was still paying for), I call back, and get the same story. DSL tells me I'm on a forced migration list, and U-verse tells me I'm not. After finally getting someone to transfer me to their superior, I get someone who could effectively communicate in English. He agrees to send a technician out, and threatens to charge a $100+ fee for the trouble, on top of not getting any kind of reimbursement for the lack of service I had been paying for. After arguing, it changes to: I will only be charged the fee if it's MY FAULT. The technician shows up and finds that we were not on any list for forced migration to U-verse, and the first technician that came a month earlier, went to the wrong house.
I paid a month for Internet that I did not receive, on top of countless hours spent with support to get them to finally fix their [word filter avoidance]
So about 2 months ago, I notice that our internet hits a major slowdown at around 8-9pm. The internet slows down to the point where I can't even get to a news site or search engine results. At first this felt like an oddity, and it was just a minor annoyance, since I had little use for the Internet after this time. Then about a month ago, it became a constant thing. I was paying for 3mbps download speed, and according to speed tests, I was getting 0.05 mbps; just slightly faster than Dial-up. I contacted the dreaded support again. Not being able to contact by phone, I spent 15 minutes just getting to the support chat option.
After a couple of hours of useless tests, I'm told that they had found a problem with my DSL connection that was causing the low speeds. When I asked what it was, I was told - and I kid you not - that the problem was I could upgrade to U-verse. I said that was not a solution, and that if they are trying to perform a sales pitch for their other service, by stealing money from me and destroying my current service, how could I possibly trust them. The response I got was: "Sorry for the inconvenience, shall I transfer you to sales?" After repeated attempts to find if there was a real solution to the problem or if it was just coersion, I got transferred to a salesman.
The salesperson set me up with a service plan, and I voiced my concerns about the internet speed. I was told that U-verse was amazing and that he personally guaranteed that I would be satisfied with the internet speeds, and he personally guaranteed that I would get the 18mbps speeds he was promising. Unconvinced, I reluctantly set it up with an installation date 3 days from then: today, between 1-3. I took time off of work to make sure that I was there for the installation, and no one arrived. According to AT&T, the technicians arent considered late until 2 hours after their appointment window (fun fact: employees in training, according to the HR employees I've spoken to, get fired if they are even 1 minute late during their training period). So at 5 I called to find out where they were at. I was hung up on twice, so I had to resort to the online chat again. I was told that the technician noted that he couldn't do the work because he had no access. I asked how that was possible, when they never bothered to come out in the first place. The technician's notes were repeated 2 more times as I continued to press on how that was possible. I was offered a new appointment on the 20th between 1pm and 3pm, 4 days later, in a time frame, that again is going to force me to re-arrange my work schedule to accommodate.
As I complained, I was told that I was going to get an earlier timeframe for the appointment. That earlier time? The 20th between 1-3pm. When I informed him that it was the same time, he replied "Sorry for the inconvenince. Shall I make the appointment for you?" Then I got the seemingly standard line: "I guarantee they will be there."
This is completely unacceptable! I feel like AT&T doesn't care if their customers are happy. Customer service representatives feel like automated drones. Even the first person I "chatted" with today glitched out and was called "operator.nickname." The people I spoke to seem to only have a few lines to repeat over and over, without any empowerment or direction to actually talk to customers and/or attempt to satisfy them. It feels like AT&T knows they have the only option in some areas and bullies customers into helplessness.
What can I do to actually get decent customer service with AT&T? I can't get through to a call center because they constantly hang up on me. The chat customer service is pure garbage, and it takes about 3-4 minutes just to get a basic response to a question on there. Technicians can't bother to come and do their job. The Internet I'm paying for can apparently get shut off at any given moment as a means to coerce me into upgrading to their more expensive plans. This is unacceptable and I feel taken advantage of.
Thanks for reading, if you made it this far, and allowing me to vent the last 6 months of my Internet "service"
08-17-2013 08:30:43 AM
Unfortunately, this is not the same AT&T from 10 years ago.
I can suggest two options for you.
1. You can call the Retention Department (don't know if available on weekends). The quickest way in is to call the 800-288-2020 number, confirm your phone number when it asks (if calling from your home), and then just keep saying "none of those" to the rest of the prompts and it will connect you to a real human within a minute or two. Tell them to transfer you to the Retention Department.
2. You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you within a couple days to help you get a resolution to your problems.
How can you be in two places at once, when your not anywhere at all?
I really want to become a procrastinator, but I keep putting it off.
There are three kinds of people, those that can count, and those that can't.
“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
08-19-2013 10:41:08 AM
We're sorry you're having trouble, and we really want to make sure we get this squared away for you as soon as possible. Like Computer-Joe said, go ahead and send a private message to ATTCustomerCare if you haven't done so already. They have an amazing team of managers that will work hard to get this resolved for you once and for all.
08-24-2013 08:15:38 PM
08-29-2013 06:37:25 AM
Thanks for posting! We like to encourage a peer-to-peer environment on the forums, but we do have several teams monitoring the threads and reporting customer issues. If you've been experiencing any problems, please feel free to reach out to either myself or ATTDmitriyCM.