Customer Service Rep told US WE HAD to Call Customer Retention!!!!!!!!!!

Harn · ‎09-03-2011

We've Been AT&T customers for over 30 years. Original UVERSE customers. Long Distance. Home phone. 4 Cell phones (two for over 20 years). We've had repeated UVERSE problems. When my husband told the customer service rep last night that we were considering pulling all of our business from AT&T if they didn't help us w/ the CONTINUING UVERSE problem, the rep said for US TO CALL their customer retention department! Can you believe it? And the rep repeated it a few times. My husband was stunned. He just told him we were done that we were taking our business elsewhere. I would have asked for the supervisor of the supervisors!! But darling husband just pulls our accounts from them. So we won't have this email address much longer, that we have had for over 20 years! What a pain bad service and bad products cause. Good customers just aren't valued. So sad. Someone else will appreciate our loyalty and our business.

Harn · ‎09-03-2011

oh, and the rep never even offered to get a supervisor on the line!!!!!!!!!!!!

ljward412 · ‎09-03-2011

I've only had U-Verse for a month and I've had more problems than I ever had in all my years with other carriers. I'm beyond frustrated with customer service already - I don't know how you stood it for 20 years. What has happened to AT&T - it used to be such a reliable company??

Killercod · ‎03-14-2011

Nobody is accountable or responsible for your (the customers) problems....that in itself is the problem. And, the fact that there is no unified approach to solving a customer issue: the inside techs can't or don't talk to the linemen or IR techs directly, the linemen do whatever they want when they want to and customers can't talk to anyone who supervises them...as is the same with the IR techs. Then the inside techs get left holding the bag and facing the brunt of the customers anger about issues because thier hands are tied!

dhascall · ‎04-21-2008

Harn wrote:
We've Been AT&T customers for over 30 years. Original UVERSE customers. Long Distance. Home phone. 4 Cell phones (two for over 20 years). We've had repeated UVERSE problems. When my husband told the customer service rep last night that we were considering pulling all of our business from AT&T if they didn't help us w/ the CONTINUING UVERSE problem, the rep said for US TO CALL their customer retention department! Can you believe it? And the rep repeated it a few times. My husband was stunned. He just told him we were done that we were taking our business elsewhere. I would have asked for the supervisor of the supervisors!! But darling husband just pulls our accounts from them. So we won't have this email address much longer, that we have had for over 20 years! What a pain bad service and bad products cause. Good customers just aren't valued. So sad. Someone else will appreciate our loyalty and our business.

So what, may I ask is your exact problem? I have highlighted in red all of the verbiage in your post that has no bearing on the actual problem. Oops, mostly all of it Without knowing what the problem is, we (nor anyone else) really can help.

EVERY time that I have threatened changing providers, I have been connected with retentions. So that is why I find your post amusing. Good luck with your new provider, lol.

pelicans · ‎06-26-2011

i dont need to see an exact problem to believe the op. ive got a laundry list as well. i have been overbilled after downgrading my service and goin on vacation hold over $140, i have been charged an equipment fee that was at&ts mistake(i called 3 times prior to getting billed on this one, begging them to do something upfront and they assured me i would not be charged.), i keep getting credits issued to my past bills that i already payed via easy pay and told "the credit has been issued, i dont see the problem".

the overbills were supposedly solved by the credits, but i still already payed the money. fixing what you say you billed me does not help when at the end of day i still paid the original amount. now i am on the hook for this equipment fee too. they say i am responsible for. i havent cancelled and my account is up to date(overpaid by $140+) so why i am being charged for not sending equipment back?

ill also add they sent the box to my house to return the equipment the day AFTER i went on vacation hold! so even if vacation hold requires return of equipment(which it does not), why send a box to empty house! thanks for putting the burglar welcome mat out for me at&t. the first call i made about the package they swore to me it was there mistake, i would not be charged and they would do their best to get the package back. never got the call or email back they promised on that one.

so i call again when they email me demanding their equipment back, again they promise i wont be charged and i guarantee them i will be. i was right again.

countless hours, at this point i would say 20+, on the phone with them. most of that time spent on hold. everyone leaves notations and some see some of the notes others see others. THEY ONLY EVER COME ACROSS THESE NOTATIONS AFTER AT LEAST 45 MINUTES ON THE PHONE EXPLAIN THE SAME THINGS OVER AND OVER. theyll so oh i am now seeing a notation about this but not this, they transfer me to another department, I HAVE TO EXPLAIN EVERYTHING AGAIN(believe me the hold time between departments is a bear as well) for another who knows how long and then this department says oh i see the other notation but not the ones the previous rep saw!!!

its mind boggling

spd2demun · ‎07-28-2007

Try contacting one of the Community Managers via PM.
Alex
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/318276
or
Jam
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2548143

katf1sh · ‎10-02-2011

as for the techs supervisor phone number..i got one for florida if you have any issues email me {Personal content removed for your safety} i found the number after 8 hours on the phone and 3 more on the web...it had 3 techs and a supervisor at my house in less than 2 hours...as for customer service there isn't any..i have the employee ID for every supervisor at the 800 number no one cared that my new install never worked at all...but the number i have fixed everything in an instant.

slammish · ‎10-04-2011

@Harn #1, you need to ask for a supervisor. agents are not able to offer this.
@Harn #2, the only department that can cancel active service is retentions.
@KillerCod - Yeap.

dhascall · ‎04-21-2008

pelicans wrote:
i dont need to see an exact problem to believe the op. ive got a laundry list as well. i have been overbilled after downgrading my service and goin on vacation hold over $140, i have been charged an equipment fee that was at&ts mistake(i called 3 times prior to getting billed on this one, begging them to do something upfront and they assured me i would not be charged.), i keep getting credits issued to my past bills that i already payed via easy pay and told "the credit has been issued, i dont see the problem".

the overbills were supposedly solved by the credits, but i still already payed the money. fixing what you say you billed me does not help when at the end of day i still paid the original amount. now i am on the hook for this equipment fee too. they say i am responsible for. i havent cancelled and my account is up to date(overpaid by $140+) so why i am being charged for not sending equipment back?

ill also add they sent the box to my house to return the equipment the day AFTER i went on vacation hold! so even if vacation hold requires return of equipment(which it does not), why send a box to empty house! thanks for putting the burglar welcome mat out for me at&t. the first call i made about the package they swore to me it was there mistake, i would not be charged and they would do their best to get the package back. never got the call or email back they promised on that one.

so i call again when they email me demanding their equipment back, again they promise i wont be charged and i guarantee them i will be. i was right again.

countless hours, at this point i would say 20+, on the phone with them. most of that time spent on hold. everyone leaves notations and some see some of the notes others see others. THEY ONLY EVER COME ACROSS THESE NOTATIONS AFTER AT LEAST 45 MINUTES ON THE PHONE EXPLAIN THE SAME THINGS OVER AND OVER. theyll so oh i am now seeing a notation about this but not this, they transfer me to another department, I HAVE TO EXPLAIN EVERYTHING AGAIN(believe me the hold time between departments is a bear as well) for another who knows how long and then this department says oh i see the other notation but not the ones the previous rep saw!!!

its mind boggling

Well at least you actually stated what issues you have with U-Verse, unlike the OP. Some "anti-AT&T" posts where they only generalize their issues have led me to believe that they are not always genuine. that's just me.

I have had U-Verse since Oct 2008 and landline since I moved into my current house in 1994. I will say AT&T is not perfect. If you catch an "overbill" or an error before you pay, you can call and get an adjusted amount to pay. There has been a casual shift amongst all providers (and even insurance companies and banks) from telling you to pay the disputed amount to pay "the adjusted amount." As for calls to AT&T, I normally can get my issues worked out in less than 15 minutes. Int he three years that i have been with U-Verse, I had one call last longer than 30 minutes. You have to explain the situation to each person, if transfered? That could happen in any industry. BUT I demand that if I'm transfered, the person stay on the line and expalin the situation to the next. AT&T has done that for me in the past, as did my bank and life insurance companies, just today. I have learned with any company (bank, utilities, insurance and so on) that you should learn how their phone tree works to make it easier for you.

Thanks for sharing.,

CharlotteNC · ‎11-11-2011

After having issues since November 9th, with hours spent dealing with inadequate customer service and techs, I'm trying to get in touch with someone for a credit for my time, lost programming, internet down time, etc. Someone in the live chat gave me a number for Customer Retention Department, only..There's No Answer! What a surprise.