Horrible customer service...if you're not a customer now RUN

[pesty1]

I am so tired of going into the store and depending on who you talk to, you get different answers. They lie to you like a car salesperson.  I was told that by one of their phone customer service reps. Don't believe anything they tell you and you should try and verify their information before driving into a store or it could end up costing you more money than you think, or cost you a lot of time and gas money (depending on how far the nearest store is to you). I think that's how they stay in business. By charging a lot of money for phones that typically don't last more than a year if you're lucky, or for more money you can purchase insurance which can be a hassle in replacing the phone if/when it gives you problem.  Or by telling you, your phone is available for an upgrade on a certain day then when you go in they tell you it isn't but you can upgrade early but it will cost you more.  The only way you get off their service without costing you huge early termination fees is to buy phones off of e-bay so you don't have to extend your contract another 2yr so that the cycle keeps continuing. If you aren't already an AT&T customer I would strongly suggest another company. I had some problems with verizon's phone and didn't great reception where I lived at the time, but at least when I had phone issues they were willing to work with me as I was a long time customer. AT&T doesn't seem to give a crap about their long time customers, if you're locked into a contract then too bad for you if you're not told the correct information and make decisions based on mis-information and when you tell them you were mis-informed they still only give you partial information.

[jamileh]

I just responded to the other thread you posted in but I'll respond to this one too...

What is the issue you're experiencing? Can you give us a bit more detail so we can help out?

[pesty1]

I went into one of your AT&T stores a few weeks ago to try and get my daughters phone looked at as it was giving her huge problems. She really wanted an I-phone but her line was not available for an upgrade until next year. I had already been planning to upgrade my phone as my line (I'm the main account holder) was available for an upgrade. My plan was to wait until the new I-Phone came available this fall. When we were talking to sales person I asked if he knew if or when the next model would be coming out. He told us he wan't sure of exact date but expected some time late oct or nov.  He looked up my account as I have 5 lines on my account and he mentioned that one of the other lines was available Nov 23rd for an upgrade.  He also sugested that since I wasn't having huge issues with my phone I could give my daughter my upgrade so she could get her I-phone at the discounted price as she only wanted the I-phone 3g. Then when the new I-phone comes out I could use the Nov 23rd upgrade and that the longest I would have to wait would be Oct 23rd as I could update a month early. We did as he suggested so my daughter could have a phone that worked. I went in today and asked about the early upgrade as my phone has been giving more and more problems. They looked up the account and said I'd have to wait until Nov 1st, but if I wanted they could e-mail about a vp upgrade.  Of course that could take up to 72 hrs. and I had already taken time out of my day and wasted gas to drive out there and didn't want to do that again since I had already gotten 2 different stories. The said that was the best they could do.  So I got in my car and called cust serv and they said the phone wasn't available til dec 23rd but I could upgrade early, I just would have to pay more for the phone, even if I waited til nov 23rd I would not get a full upgrade with full discounted price. Had I been told that originally I would have had my daughter get her phone fixed and kept my upgrade as her phone was still under warranty.  the lady I talked to on the  phone told me that they obviously didn't tell me all the info, prob so I'd have to pay more. As it is I'm out the gas money spent to go there, time out of my day and then I'll have to drive out there again if I decide to upgrade later. Which might not do. I've been with AT&T many years and am considering switching back to verizon asap

[jamileh]

Thanks, it definitely sounds like you got different info from the two reps you spoke with. I'd be angry too.

If you'd like, I can have someone contact you to review your account and make sure all your options are clear. Will you please send me a private message with your name, account number, your contact phone number and the best time to contact you.