Customer Care Complaint

[JenniL]

I just spoke to four different AT&T people and it was not a good experience. I still do not have the issue that sent me to AT&T resolved.  

Here's the issue: I need to take our wireless account out of my name and put it in my husband's name.

 Call 1: Service person tells me, do this online, or we'll charge you $18. Sends me web address. Tells me all of my accounts will transfer without a hitch. I go online. The website tells me that if I change the name on the account from mine to my husband's, I will not be able to keep my current pay plan. I call AT&T Back.

 Call 2: Person tells me that she will help me. She will put me in touch with someone who can walk me through the online site. She also tries to sell me cable and high-speed internet (I don't use cable.  I don't want cable. I am sick and tired of getting this pitch when no one listens to my response to it: We don't want cable.) She transfers me to the person to help me. The phone rings. I get a recording saying this number is no longer in service at AT&T. 

Call 3: Get a new person. I tell him that I'm losing my patience. I repeat that I want to change the name on my account from mine to my husband's. I repeat that the webpage told me I would need a new calling plan. I told him I did not want to pay $18 but could not get this webpage to change the name on my account without losing our current plan. I tell him I do not want to hear a sales pitch about cable and high-speed internet. He looks at my account. He says all of our plans should transfer. He says he will put me in touch with someone who can transfer my plan to my husband's name, and not charge me $18. He says he will transfer me to this person, but first he has to give me the sales pitch for cable and internet. I listen, tell him I"m not interested, and he transfers me.

Call 4: Talk to a woman who is in a very noisy room. I have trouble hearing her. I have trouble understanding her. I have to ask her to repeat everything several times. She says it will cost me $18 to transfer my plan. OK, I lose my temper, explaining that I was told I would NOT be charged. She says, OK, she will waive the charge. I cannot understand much of what she says, even when she repeats it, but I do hear her when she asks to speak to my husband. He gets on the phone. I hear him ask her several times to repeat herself;  he cannot understand her. Finally, i hear him say, "You mean we have to do this at the store? Is that what you're saying?" Then again I hear him say he cannot understand her. Three times he asks her if he has to do this at the store. Then he says, "OK, then we'll do it at the store," and hangs up.

I am very distressed that customer service via AT&T always requires multiple calls, that the simplest question becomes an ordeal, and that I always have to put up with a salespitch. i still don't know if we will be able to transfer our wireless service into  my husband's name because he wasn't really sure what your service person was saying. I do not want to waste any more of my day on something that should be a simple matter to fix. And I do not want to hear a sales pitch for other services. Why would I want to make another commitment to buy service from a company that cannot handle the one account I have with them? 

My request: Fix this. Have someone contact me and tell me that it's a done deal. The account is in my husband's name, and my pay plans are unchanged, and I will not be charged extra for the service. I should not have to make one more phone call, or a trip to the store, to get this done. Second request: Listen to me when I tell  you that I DO NOT WANT CABLE. I DO NOT HAVE CABLE NOW AND I DON'T THINK THE PROSPECT OF CABLE FROM AT&T IS ANY MORE ATTRACTIVE THAN THE PROSPECT OF CABLE FROM ANYONE ELSE. You cannot possibly give me a better deal on my internet service if you insist on adding cable. And, frankly, your track record does not lead me to trust you with any more of my money.

So, can you fix this? Do you monitor this list? Or is this just another time-wasting contact with AT&T. I guess I'll find out.

[mshagg000087]

I have had the same problem my AT&T service to shut my phone off all the time I can never get anything resolved in the latest issue I've had with them is my wife's phone will not work. I've gone to the store I've called one 800 number they transfer me to division that is closed at the time I call back the next day there's some other excuse why they cannot help me and I sounds like the lady is in a subway station. It's very noisy you can't understand her the service will I have been provided has been horrible from day one

[jamileh]

Hi there - I'm sorry for the delayed reply. Will you please send me a private message with your name, account number, phone number and the best time to contact you.

This should have been a pretty quick process but it sounds like we didn't do a good job handling this for you. 

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.

[jamileh]

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mshagg000087 wrote:
I have had the same problem my AT&T service to shut my phone off all the time I can never get anything resolved in the latest issue I've had with them is my wife's phone will not work. I've gone to the store I've called one 800 number they transfer me to division that is closed at the time I call back the next day there's some other excuse why they cannot help me and I sounds like the lady is in a subway station. It's very noisy you can't understand her the service will I have been provided has been horrible from day one

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I'm sorry you've been having issues as well. What's happening with your wife's phone? Let us know so we can help.

[Edge Bais]

I'm compelled to share my own disappointing experience after reading yours in the hopes that AT&T values customer feedback regarding their customer service and hopefully improves on it.

Today, I experienced a customer service that maybe an anomaly, or it could possibly be the new direction in which AT&T customer relations at the Store front level is headed.  Hopefully, it is not the latter because there goes customer service excellence at a time wherein tight competition between the carriers makes everything matter, whether its big or small,,, Especially in customer relations. 

Issue - Request to replace an item under warranty declined and handled poorly at both the sales level and store management level.

Observations - Both argued with customer that the product was not covered under warranty and refused to replace it.  Both did not know their products warranty till after a second follow-up call was made and their decision questioned after customer reviewed online product warranty policy.

Summary - Customer calls product manufacturer and explains situation, and product manufacturer apologizes to customer about the confusion at the store level, and indicated it should have been replaced & covered. 

Outcome - Upset customer who at this point will not recommend this store location to anyone or better yet AT&T products to anyone who is thinking of buying or switching over until it has been resolved.

Solution - Correct and retrain both sales & store management on the products and warranty they carry.  Apologize for the lack of effort to resolve customers issue because they lack the understanding of the product they sell.  Emphasize that as customers, despite the 2 year agreements in place, it doesn't mean that we are stuck with poor service and subjected to sub par customer relations.

Store Info: 20801 Avalon Blvd, Carson, CA

AT&T Personnel - Adrian & Christine (sp?)

Thanks and hopefully this gets attention from AT&T staff and some changes are made to avoid another customer being subjected to this frustrating & unnecessary experience.

[jamileh]

Thank you for the feedback regarding your experience when attempting to get a replacement. 

It appears your issue is on track to be resolved; but if there is something we can help with, please let me know. 

I will make sure the store and district manager sees your feedback. 

[Edge Bais]

Thank you "Jamileh", I appreciate you looking into this matter. I'll see about going back there to try again, and see what reception I get. I'll share my experience with the community. Happy Holidays & Best Wishes!

[jamileh]

Thanks, I look forward to your follow up.