Customer Service (Personal and Automated)

[toneyp1]

First I have to say the cust. reps have always been very nice. But getting through the phone options is a pain in the waazu. Even if you answer the questions you still have to verify when you speak to a rep. Then after explaining my problem that started 5months ago they tell me I'll transfer you to the correct department. So again I wait 45 to 90 mins(NO Exaggeration) only to have to explain my problem all over again. This has happened to my 3 times today and my cell battery went dead. I have a back up battery I installed it and called back. CURRENTLY Im on hold waiting for my "call to be answered in the order it was received " Right now my cell says I've been on the phone 1:35:07 and I haven't spoke to anyone yet. The first call was about this long. Not to mention This is regular when you try to reach customer service. I switched from compast to AT&T and Directv, but it has been a night mare. I will cancel as soon as someone freaking answers the phone. This horrible... I have more complaints but I don't feel like writing anymore Im really pizzed, wish I never switched. Comcast is more expensive but atleast they answer the phone in a reasonable time.

Oh and this is not just today. I've been calling off and on for 4 months now.(NO Exaggeration) It's always the same. AT&T sucks and I'll share my opinion with anyone who asks.

[toneyp1]

1:56:24 and still not one has answered the phone.

[toneyp1]

I got disconected. Im back on hold now for 12: mins. This never ends...

[toneyp1]

Just spkoe to someone who saw all the notes and the calls Ive made and have been trying to get the cust reps to acknowlledge. He saw the aggrement made 3 months ago and crideted my account, my service will be back on tommorrow. Why did I have to be on the phone 3 hours plus. Oh, and dont forget all the other days Ive called in the past 3 months. Thats a lot of wasted mins. They should pay my verizon cell bill. I dont have mins to waste. They cost me air time mins trying to resolve a problem they caused. I didnt cancel My dsl cause the person I spoke to read my notes and said he sees every thing Im talking about. He assured me my nightmare is over. WE"LL SEE!

One thing Ive learned is certain reps have access to all your notes and some dont. Why did he see stuff all the other reps said they dont know what im talking about?

[martieb]

You speak truth (I have now been on hold for 1:53).  I will NEVER do ATT for anything!  Run while you can, people!

[quisten]

Earlier today, my DSL wireless connection failed, so I called 800-288-2020 (the general support number for any AT&T service). After the system confirmed my identity, it asked me what I was calling about, so, per the prompts, I said “Existing DSL Service.” Once I yelled this response into my AT&T iPhone, the system finally understood and told me to hold on while it transferred me to someone who could help me with that. Shortly thereafter, a Mobility support rep came on the line. She started confirming my wireless number. I said, wait, my wireless number is irrelevant to what I’m calling about…I told her what support number I’d called and that I had specified DSL. She said, Oh, that number is {Personal content removed for safety}, but they’re closed now. I said, oh, so that’s a support number specifically for DSL? She said, no, I assumed you have Uverse. I said no, I haven’t had Uverse for seven months since I moved. She apologized, and I quickly wrapped up the pointless conversation. After a while, my DSL started working again on its own, so I went to ATT.com and opened a chat with an agent. My questions were 1) Why do the various support lines not state their hours of operation up front on the 800-288-2020 IVR? And 2) Why does the IVR system confirm it understands I’m calling about DSL but then transfer me to Mobility support? She apologized and said she would pass along my concerns to the concerns department. And then, as always at the end of every time-wasting, inefficient, useless service call or chat, she added further insult by thanking me for choosing AT&T. (They don’t even try to pretend they’re not just reading from a script!) Well, I guess they ought to thank us, at least. I can totally understand why many customers get so frustrated they defect and choose other providers. Good grief.

[melalex31]

I would like to know how do I file a complaint? I received the worst customer service from ATT thus far. I was transferred 6 times today before I had my billing issued solved. This is unacceptable. I asked for a supervisor earlier today and ATT had horrible phone connection. I would like to know where I can send my concerns and issues. I've only had ATT since June 2011 and have already been billed for two different services. If this is how you treat your customers I know I will cancel my service once my contract is up. There are plenty other cable, internet and phone companies out there that value their customers. Please provide a answer of where I can voice my concerns other than this forum.