Extremely Frustrated by AT&T Customer Support [ Edited ]

[im_srry_dave_i_…]

I have been a customer of AT&T/Singular/AT&T Wireless since 1999.

I have a famly talk plan with my SO.  I go to store to upgrade her to the iPhone. They have none in stock, so I go to website.

I purchase the upgrade on December 7th.  Confirmation email says it will be shipped in 2-5 business days. 

I check the order status the next day, and it says 'Order Processing.'

A few days later, I go to wireless.att.com to check the order status.  I get an error message that says try again in 24 hours or call Customer Support.  I call customer support, and the automated system tells me it is having trouble and to press zero to be connected to a person.  I press zero and get an automatic reply telling me to try calling the number that I have just dialled.  I dial the number again like fool to get the same thing.  I decide to wait 24 hours.

24 hours later, I go to wireless.att.com to check the order status.   I get an error message that says try again in 24 hours or call Customer Support.  I call customer support, and the automated system tells me it is having trouble and to press zero to be connected to a person.  I press zero and get an automatic reply telling me to try calling the number that I have just dialled.  I dial the number again like an fool to get the same thing.  I finally 'trick' the automated service into connecting me with a person.  I give her my order number, and she can't find the order.  I am on the phone with her for about 20-30 minutes before she figures out that my order was placed at AT&T Premiere and she has to transfer me.  She transfers me to AT&T Premier...

I give AT&T Premier associate my order info.  She says there is an error in the order.  I am put on hold for 20-30 minutes.  She says my order has 'errors' and has been escalated to the resolution center.  She tells me that the resolution center will call me back in 24 to 48 hours. 

24 hours later = no call

48 hours later = no call

72 hours later, I check the order status.  The 'processing' date is changed to December 13th.  I try to call AT&T Premier to check the order status.  When I enter my order number, it says please hold while we connect you.  It disconnects me.  I try the same thing, and it disconnects me.  I try to use the online support, but it is extremely difficult and I find myself going in circles.

Upgrading a phone should be a pleasant experience.  This is unacceptable.  

I feel irritated and my impression is that AT&Tdoesn't give a ... about its customers.

[Edited to comply with Guidelines]

[coolrhyme]

I think what happened here is that your order was backordered. they should have tried to re order you a new phone.

[im_srry_dave_i_…]

At the very least, I ought to be able to get a human being on the phone to tell me what's going on.

[ascottyb]

what on earth is going on in att corp culture From: ascottyb To: jamileh Sent: 12-18-2011 03:33:40 AM I just sent 4 hrs trying to upgrade and add a line of service. The people were universallly hostile and ignorant contradicting themselves continually except for the one guy who sounded stoned and at least he was entertaining, essentially sayin what did you expect man it is ATT. I feell like I am in a bad Kaffka novel. If there is one competent person left please have them call me Scott burgess

[kjanson]

agree. Support is HORRIBLE

[kjanson]

ATT advertises quality but the reality they are horrible

[im_srry_dave_i_…]

Here's an update.  I think its safe for me to assume that AT&T is deliberately trying to make me insane.

I called AT&T Premier at 10:30.  After a long hold time, I was connected with the rep, and I told her that I did not receive a phone call from the resolution center, which I expected on Thursday or Friday of last week.  I was put on hold, listening to annoying piano music, and the rep periodically came back on to apologize for the long hold time and put me back on hold.  At around 11:15 she came back on again and apologized for the hold time.  Then, the phone disconnected. 

I called back, another 15 minutes on hold before I reach another rep.  I explained that I had been on hold for a very long time and disconnected.  He apologized and put me on hold while he researched the problem.  Finally, after about 30 minutes, he said he found the problem and that he had to process my order manually, which he said would take a few minutes.  I was put on hold for 15 minutes.  Then, the irritating piano music stopped for about five minutes and I was disconnected. So, I just wasted almost 2 hours on the phone today.

Does anybody have any suggestions here so I don't lose my mind? I had better get some serious recompense from AT&T for all this aggrevation.

[ATTJulieCS]

Hello @ im_srry_dave_i_… , This sounds like a horrible experience.  I can't even imagine your frustration.  Can you please send me a private message with your full name, account number and the best number to reach you at?

I'll do my best to help.

Thank you,

ATTJulieCS

[coolrhyme]

good luck

[jbodinebo]

I've been an AT&T Customer since the mid 1990's. I'm in the process of moving... changing addresses and my mail is currently being forwarded to my new address. I ordered an iPhone updgrade for one of my lines on Sunday. I realized today I needed to change the Shipping Address of my order. It has no tracking number at the present time, so I called customer service and attempted to change it. I was informed that it's not possible if the order was for an iPhone. AT&T claims they are bound by agreement with Apple that the iPhone had to ship to the billing address. What if the billing address is different or a P.O. Box or in another state I ask. It has to go to the billing address. What if you want to by an iPhone as a gift for your child and they live in another state? You have to ship it yourself after you receive it from AT&T I was informed. I find it extremely difficult to believe that AT&T would allow themselves to be bound to such an agreement, but went back and looked at their policy and it states that the phone must be shipped to the billing address. I can't understand why this is a good practice. I buy products off the internet all the time and have no problem using a billing address and shipping address. This is the year 2011! Now since I've used my upgrade to send to the wrong address if I cancel the order and order again I'll be charged the full price for the 2nd phone even though the orders been cancelled unless I wait up to 10 days? Then I get to try again. No Christmas present for my daughter. I've since changed my address in the system, but even though the product has not left AT&T they claim no way to change the address. It's funny for the price of $10 FedEx will change the destination of an order. I know they ship more packages than AT&T. "Have I answered all you questions today?" Am I satisfied? What happened to someone going the extra mile and stepping outside the box? We are all so bound by the computer generated answers no one really knows how to help anyone.

[im_srry_dave_i_…]

I received the phone yesterday, 12/21.  I appreciate your intervention, but I have two criticisms that I would like to have on record.

1) Nobody from AT&T ever contacted me about my order status.  I had to do all the work to get the information.  The email that I received when I ordered the phone said that it would be shipped in 2-5 days.  If there was a problem with my order, I should be notified.

2) I spent five hours on the phone with customer service and got no resolution.  On two occasions, I was disconnected.  I was also told to expect a phone call from the Resolution Center, which I never received.  AT&T offered to credit me $10 for the time, which is insult that I politely declined.

[jamileh]

I'm glad to hear you received your phone. 

I see that Catherine called on Monday (the 19th) and left you a voicemail regarding this issue. Did you not receive her voicemail?

[im_srry_dave_i_…]

Catherine called on Monday (the 19th) and left you a voicemail regarding this issue. Did you not receive her voicemail?

I was referring to the call I made on the 14th, during which the Rep told me to expect a call from the Resolution Center in the next 24-48 hours.  They never called.

I did receive a voicemail from Catherine.

[jamileh]

Ah, I understand. 

Would you still like Catherine to get in touch with you?

[sagarcia04]

I feel your pain. I am two seconds away from canceling all three lines that I have and finding service elsewhere. I ordered phones on the 8th and 9th of December. I got the same emails that said you should get the phones in 2-5 business days. Called the automated line and it alsways said, "should be processed in 24 hours". Never happened. Finally called customer care only to get reps who are from India. I'm not racists, but come 'on they aren't understanding me and I can't understand them. The rep said everything was fine. My husband calls the next day they said the phone is no longer offered that is why nothing had been updated (another indian guy) he said to cancel and order something else. So we do. Mind you one of these phones is a Christmas present which won't be here for Christmas (thanks) my daughters line was ordered fine, but the woman told my hubby she would order the other phone and call him back. When I pull up the orders my daughter's x-mas present looked fine antech Pursuit II, when I look at mine it says Pantech Pursuit (backordered).....Wait, I didn't order a Pursuit, it was the Pursuit II, so I called to make sure that is what I got. Once again, India female. I tell her my delimma and she says that it's the Pantech Pursuit and it's in blue....What?!?!?!?!? Blue wasn't an option I tell her just green and pink. She said all I can do is notate the account and hopefully they see it. What if it is the Pantech Pursuit in Blue, I will never get it because they don't offer that phone anymore. I told her I had worked as an at&t rep for 3 1/2 years and this is the worst customer care I had ever seen. I told her if the wrong phone came in that someone was going to get an ear full if I had to call in again and then then I would be cancelling all three lines. At&t, where have all the Americans gone? You know I'd be willing to pay extra to get an American rep. Bring the jobs back to the US At&t.

[a_wallace_1]

Benn customer with ATT since june 2012 only service in our area! CANT WAIT TO MOVE JUST TO GET BETTER SERVICE!

On hold yet again as I'm typing this. Automated system kept throwing me from one department to another when all I needed was u-verse.

The phone number I have with AT&T doesnt EVER register as a active line.

When we ordered said we would beable to get 12+ with dowload speed paying for it techs came out 4 times each saying it's outside lines are TOO old and are unable to support that speed. their own techs said that! so....called back to get rate reduced to the tops of 6 that the outside tech said I might beable to get. that is FLASE ADVERTISING!!!!!!!!!!!

have had SO many problems with our phone as well. again when ordered said that with u-verse package that i could have unlimited long distance and all this other stuuf which sounded great, and that they would turn off the things on the package I did not want. This again was FALSE!!! now on hold waiting for yet another "support" person from telcom. Support really is a joke! They have NO intention on listening to what the whole situation is they cut you off as soon as you start talking, and the question NEVER gets answered.......if your customer service DONT ACT LIKE YOUR FIELD TECHS!!!!!

and the little $20 'given to me as a curtesy' is also a joke!!! really? being on hold on and off over an hour every other month maybe with this taken off my bill every 2 months or so, is really a more of a slap on the face. I dont like to be abused! and that is for sure how I'm feeling! seems like no one at ATT is trained all the same, maybe that's on purpose so they can say hey I cant help you let me transfer you to another department and keep doing that until you hang up. so hey dont have to deal with you anymore.

I'm going to write the BBB for all of this. I have tried repeatedly to contact supervisors to see if they can assist and nope. they say they are but they cant be. they usually know less and can do less than the person I just spoke to! Hopefully more ppl will follow and then ATT will be forced to change their strategy as it applies to the people that pay them! and treat us with respect and integrity.