AT&T SUCKS!!!

[kdfederer ACE - Wizard]

It is not AT&T's fault that you had hardware issues. Those are the phone manufacturer's fault. AT&T does not help after warranty expires, thus the reason for insurance. If you don't pay for insurance, you run the risk of paying for a new phone.

[nikoakni]

Hardware issues are only the latest in problems.  From altering my phone number, disconnecting my service for nonpay when the payment was showing in the system on the original due date, while transfering a cell phone from another provider to AT&T  my service was transfered same day after being told it would happen upon recieving phone via the mail from AT&T, being told to purchase temp phone and activate it so they can transfer the number to it following their instructions to find out you can't transfer a number to an activated phone and that they were closing in 5 minutes so I would have to wait until Monday for them to fix the problem they created, being told I had to contact internet support via chat to see why the internet was not working (seriously they said if your internet is down you will have to wait for it to be fixed to contact interent support) took SIX phone calls and 45 minutes of my time to be told it was an area wide issue, being charged overages when my text messages were sending 30 copies of the message due to an error in their system ( and was charged on the recieving phone for same emails since they were to my wife), going into a store for warrentee covered equipment to be handed a phone to call customer service to only be told I would have to wait to receive replacement via mail and oops so sorry you won't have service for 7 to 10 business days, internet modem from AT&T going out and being told by 4 yes 4 reps that is was working even when  I had it unplugged from any cables.   Need I go on....Hardware is just the most recent problem and sadly just the finally straw.   I understand that I can/ will run into hardware and service issues anywhere (like I said I do internet/phone support) but the buttom line is NO ONE at AT&T has/is/will assist me with any of the above problems without making me contact "another department", drive to the local store, wait until it is convient for AT&T to assist the lowly customer.   Again if this company is doing right by you that is great.  Either give me the number of someone that can help me or stop telling me that it is my problem -  AT&T has made the fact that it is my problem or that departments or that manufactures problem very clear, I get it AT&T does nothing wrong and the hundreds if not thousands of those complaining are the ones that are wrong.

[jamileh]

I'm sorry that you'd had such a difficult time. 

Our team here at ATTCustomerCare tried to help but you told us not to call you back as you'd seek other alternatives. 

We cannot bill equipment charges to your wireless bill or break out those equipment charges over a period of time. 

If you'd like to continue the discussion with Phillisa, please let me know and I would be happy to have her contact you again.

[nikoakni]

Yes it was because you gave me a set of parameters that you would be avaiable to call.  I responded with a time but was told again that the person was off for the holidays.  I understand that people do take off for the holidays but why tell me you can call me in that time frame then tell me I will have to wait until it is more convient for your company.  Did the whole company take off?  It was also preceded with the standard we can't do anything you have requested, which is fine, but at this point those were the only thing that would resolve the issue.  The fact that your company could not do those after everything else they could not do was once again my problem and I decided to take my problems and wait for the contract to end.  I am tired of waiting for your company to find time to assist me and unless I am wrong your assistance will be to allow me to enter into a new contract and pay, upfront, for the phone to lock myself into another two years of frustration and lack of customer service.  This last entire post started only because I commented on a post from someone stating they were an employee with a rude response.  Then from there have been told by people that AT&T has done nothing wrong and that I am to be blamed.  I really was only responding to what was posted and it just got all blown up again.  It does not require any further assistance from AT&T unless you really have a viable solution other then I can buy new phone upfront with 2 year contract.  Quite honestly I cannot afford to pay full price for another phone 15 months after paying full price for my current phone and just a few months after making the mistake and purchasing a phone for my wife at the 2 year contract price.  With all the complaining I  must say,  that even though the employees have not been able to help me with anything they have been very nice while not doing anything.

[nikoakni]

I am willing to work with your company but it must be a two way street.  So far I have been ignored pushed off, transfered and made to feel like I am unimportant.  If you truely want to help me I could be available today at 2:50pm.  (that is my break at work)  If that would be possible.

Keith

[jamileh]

We do want to help but we have to work within our policies and guidelines. 

Would you like me to have someone give you a call to talk about what other options are available?

Looks like you posted while I was typing. I can't guarantee a call at 2:50. What time zone are you in?

[nikoakni]

That is central time.

[jamileh]

That might be a long shot since it's in about 10 minutes but let me see what I can do. You'll know if I'm sucessful if your phone rings in a few.

If we can't get someone on the phone with you now, what other times are you available? You're welcome to send me a private message with that info if you'd prefer to keep your schedule private. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[nikoakni]

I have to give you credit I actually had someone call me at 2:54pm. I will withhold comment on the success of the call pending a call back from your rep. But again I will give credit where it is due, so thank you for having someone call me.

[jamileh]

You're welcome. I do hope we're able to find a way to help you out. 

[nikoakni]

I want to ask what options does your company allow for assisting customers that are about to leave.   So far I have only been offered to sign back up for a two year contract paying the full contract price for a phone.   The idea to offer a contract to a customer expressing wanting to leave because of problems seems illogical.   I still have not been offered any possible resolution, componsation or counter offers other then we can lock you in longer with a company you don't like.   It seems like you are saying you are scared of being locked up with mice? how about we lock you in room with rats?  at least it is not mice.

[nikoakni]

Sorry I am not trying to sound so bitter but it has just been so frustrating.  I know the rep you had call me is looking into options but so far I have just not seen any other options offered so I am just trying to find out if I should remain hopeful or just accept I am trapped for a few more months.

[jamileh]

It's okay, I know you're frustrated but I appreciate the apology. As you know, getting upset here (or on the phone) doesn't make things easier for anyone. 

I know that we will research every option available but we also need to make sure we're within our policies and guidelines. 

Like I said earlier, I hope we're able to find a resolution that fits. 

[Irish Rose ACE - Guru]

---

Wild Banchi wrote:
Right now, I'm the one that's frustrated at Apple and their lack of e-mail support. All because of some stupid iTunes card whose code got scratched off...

Losing respect for Apple more and more and Android is inching its way up farther and farther on my OS preference and functionality-wise.

---

If you have an Apple store in your area, stop in with the card and they'll help you. Otherwise, call 1-800MYAPPLE and explain what the issue is. I've had Apple devices for a few years now and never had an issue dealing with their CS.  

[Irish Rose ACE - Guru]

---

jhog wrote:

Wow, the attitude of the AT&T employee(s) that respond to these heartfelt outcries for justice is just as cold as the attitudes I encounter when trying to get problems resolved with AT&T's "customer support" (in parenthesis, because the term doesn't really apply to the pathetic support I have received from AT&T).  

In a phrase, "AT&T SUCKS!!!"

Sincerely

---

Just saying "AT&T Sucks" without any sort of explanation isn't saying much which is most likely the reason why the AT&T employees responded the way that they did here. Furthermore, "AT&T Sucks" is a matter of ones own perception of AT&T. I've had AT&T as my wireless carrier for years now and only once did I actually have a negative experience in dealing with their CSD. After a while, though, my issue was resolved and I've had no further problems. I would take Jam's offering to help here to heart. She, as well as many others on this community forum really do put a lot of their time into helping AT&T customers and they DO care. 

Have a nice evening.

[nikoakni]

Do you know if there were any other options other then locking myself into another 2 year contract and paying full contract price up front for the equipment. Again, it really is okay if that is all you are allowed to offer, I just want to know if I should go back to looking into getting a loan to pay my ETF fee.

[jamileh]

Chris offered you several options that you chose not to pursue. At this time, we're not able to offer any other resolutions. 

[nikoakni]

I am sorry.  He offered only one option.  The same option I was offered by the CSR on the phone and the same one I was offered at the local store and not even the at the price I could get at Walmart.   The only offer he gave me was sign back up at full 2 year contracting price.   So, where are the others options in your "several" options.  He futher tried to tell me that AT&T eats the cost of the phone and when I called him on that he did say that of course AT&T recoups the cost over the length of the contract.  So he only offered me one option not "several" misinformation number 1.  He also Tried to tell me AT&T eats the cost of the phones when really it is recouped over the length of the contract misinformation number 2.  Also He stated that the local store could not offer me the same deal he was, so misinformation number 3.  If I am wrong please post here, for all to see, the other deals that I have turned down.  

I know you are trying to help.  But you are trying to help me enter into another 2 year contract paying the standard 2 year hardware costs that I have stated over and over again that I can not afford.  Again, please just tell me if this is the only option you have.  You are posting that I have been offered several options and I am still only aware of the one. Maybe others will benefit from all these options you are saying I have turned down.

Thanks,

Keith

[nikoakni]

Also since my original intention on this site was just to vent a little and not have it turn into such a major involvement of my time.  After I see what the offers I have turned down were I will not be posting (through reserve the right to change my mind) anymore.  This was suppose to just be a way to feel better about sharing my frustration but has turned into such a major issue with all the "help" I am recieving.  For those that are here to try to get some resolution please contact one of the Managers like. jamileh (Community Manager) to try to get the help directly.  I will give her credit she did put in touch with a rep and the fact he could not help me was not her fault.

Keith

[MicCheck]

If you're thinking about getting a loan to cover the ETF, why not get a loan to cover the cost of a new device?

[nikoakni]

I will with another company.  Thanks for the suggestion.   That is what I actually told to the rep I talked to on the phone.  If they can't/won't help me then I may get a loan pay the ETF and switch to another company.  The main problem I am having is Customer Service (not the reps but the company policies) so paying for another phone from this company would be continuing the problem.

[nikoakni]

Hey jamileh,

Has Chris not gotten back to you with the other options he offered me?   I would really like to be able to resolve this today since I will be on vacation for the next several days.  Just post here what the other options were so I can decide if any of them would work.  If they will work I will post back here and ask Chris to call me to accept the deal.

Keith

[nikoakni]

Just got a call from <edited>.  they did not leave a message and I am unable to answer calls at work.   Was this from an AT&T Rep?

[jamileh]

Chris is not providing me information to give to you, so I'm not sure if it was him that called you. 

I'll let him know you've posted here.. 

[nikoakni]

Looked the number <edited> and people are posting that it is a AT&T survey number.  Is there anyway anyone can confirm this?

[jamileh]

I'm not familiar with that number and since it's not one that's published on att.com, it may be an internal number. 

I've contacted Chris and asked him if he has any information for you. 

[nikoakni]

Great. Thanks Jamileh.

[nikoakni]

Hey jamileh, any updates on the options that were offered to me by Chris. I'm still just waiting to see if there's anything that I can do to get this resolved with you. Thanks.

[jamileh]

Sure thing, I'll let you know when I hear from him.

[nikoakni]

Thanks