I'm Registered. How to I type a complaint post on your web site

[renewedpurpose]

If you need to vent you can use these forums to post and discuss with other users online. However, if you want to direct your complaint to AT&T directly so it can be investigated and resolved you can do so online at http://www.att.com/econtactus/

[Jim 94]

Where is the type in box for messages to post on the compaint site?

[wingrider01 ACE - Geek]

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Jim 94 wrote:
Where is the type in box for messages to post on the compaint site?

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there is none, the is a peer to peer forum not a ATT official support forum, click on the contact us in the previous posts and follow the steps. Or PM jamileh

[shortcircuit]

Does anyone know where or how  to file or register complaints?  (short of having to go thru the 611 nonsense).

[wingrider01 ACE - Geek]

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shortcircuit wrote:

Does anyone know where or how  to file or register complaints?  (short of having to go thru the 611 nonsense).

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yes, if you look at theprevious post it tells you exaclty who to PM on this forum, to PN click on the persons name in the reply or the little blue envelope in the upper right corner of the forum display page

[shortcircuit]

Thanks for trying to help.

I did read the previous posts as well as other threads on the subject. The "Contact Us" is for general questions and the best it offers is to call 611.  Being that this is "not a ATT official support forum", I didn't think jamileh would be able to help.

She does appear to be extremely knowledgeable, so I may just  give it a shot.

[wingrider01 ACE - Geek]

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shortcircuit wrote:

Thanks for trying to help.

I did read the previous posts as well as other threads on the subject. The "Contact Us" is for general questions and the best it offers is to call 611.  Being that this is "not a ATT official support forum", I didn't think jamileh would be able to help.

She does appear to be extremely knowledgeable, so I may just  give it a shot.

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Jamileh is on e of the few ATT employees that are here officially, she can forward it to the correct place

[ea2012]

Jamile's signature:

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Don't think she's the appropriate person to lodge a complaint with considering the above.  

[wingrider01 ACE - Geek]

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ea2012 wrote:

Jamile's signature:

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Don't think she's the appropriate person to lodge a complaint with considering the above.  

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try it, you might be surprised, if you do a little searching you will see that she specificly tells people to PM here with the issues, your choice

[ea2012]

With all due respect to Jamileh, she's not acting in an official capacity here.  I'm sure she's great at what she does but the customer deserves to have an official address where they can lodge a formal complaint.  Otherwise it leaves no choice but to file the complaint with an outside agency so that the situation can be mediated on a level playing field.  BBB for example.

[wingrider01 ACE - Geek]

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ea2012 wrote:

With all due respect to Jamileh, she's not acting in an official capacity here.  I'm sure she's great at what she does but the customer deserves to have an official address where they can lodge a formal complaint.  Otherwise it leaves no choice but to file the complaint with an outside agency so that the situation can be mediated on a level playing field.  BBB for example.

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please take the time to review her posts before you make that type of a blanket observation with little basis, as for teh bbb - they are toothless, they have no enforcement capabilties

[ea2012]

You'll have to point out which part of my post was innacurate.  Is it the part where I say that she is acting in a personal not official capacity?  I got that from her signature. You can read more here http://forums.wireless.att.com/t5/Announcements/Community-Forum-Guidelines/td-p/2780527

Employee Participation

Employees of AT&T or companies that do business with AT&T may only participate in the Community Forums in a personal capacity and not as representatives of AT&T or their respective employers.  Employees of AT&T are subject to the AT&T Code of Business Conduct, the AT&T’s Social Media Standards and Procedures and all other AT&T policies governing their use of internal and external web sites.

I have no doubt that the BBB is useless but then there's also the Attorney General's office.  I don't understand why a company would try to hide the address where a customer with a valid complaint can file their greivance.  

[youngjm ACE - Professor]

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ea2012 wrote:

You'll have to point out which part of my post was innacurate.  Is it the part where I say that she is acting in a personal not official capacity?  I got that from her signature. You can read more here http://forums.wireless.att.com/t5/Announcements/Community-Forum-Guidelines/td-p/2780527

Employee Participation

Employees of AT&T or companies that do business with AT&T may only participate in the Community Forums in a personal capacity and not as representatives of AT&T or their respective employers.  Employees of AT&T are subject to the AT&T Code of Business Conduct, the AT&T’s Social Media Standards and Procedures and all other AT&T policies governing their use of internal and external web sites.

I have no doubt that the BBB is useless but then there's also the Attorney General's office.  I don't understand why a company would try to hide the address where a customer with a valid complaint can file their greivance.  

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Jamileh is a community manager here and can help customers out.  The signature you reference is required because she cannot make policy but she is one of two att employees here who have a team of customer service folks who can resolve issues.  You can debate that with us or you can reach out to her and get your issue resolved.  Other att employee's here without the community manager status are here on their own and cannot access your information to provide assisttance.

Jamileh is great!

[ea2012]

My point is that AT&T should provide its customers with a published address for filing a complaint.  Hiding this information from all but the lucky few who happen to get a CSR with a conscience is dissapointing to say the least.  Shameful really.

I have no reason to think Jamileh is anything but great!  She certainly has a great reputation on the forums but that is really besides the point; which should be clear to anyone that's read the thread so it's not really open for debate.  I do understand she is an employee of att and that she has the power to fix situations for customers, that's awesome!  However, this is not the same as providing the address where one can send a formal letter of complaint via snail mail. 

[shortcircuit]

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ea2012 wrote:

With all due respect to Jamileh, she's not acting in an official capacity here.  I'm sure she's great at what she does but the customer deserves to have an official address where they can lodge a formal complaint.  Otherwise it leaves no choice but to file the complaint with an outside agency so that the situation can be mediated on a level playing field.  BBB for example.

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Unfortunately/fortunately (depending on your point of view) this situation is not unique to AT&T. In prowling the competition's forum, I see the same issues and complaints. Only the names have been reversed.

I would liked to have let AT&T know why a 12 year customer is leaving. Not to rant & rave, just a statement of facts as I see them. After all, I may want to return to the fold if the grass is not any greener. My wife says if I move then she and the family plan will also move in 5 months.

I hate the thought of leaving AT&T. I love having the ability to put my SIM card into my backup phone if needed. It’s one less thing to worry about when I travel. Roll Over minutes are not such a big deal anymore with the new plans. $10 gets me into unlimited now.

Loyalty should count for something.

To be fair, when I do run the 611 gauntlet, the service reps are understanding and try to resolve the issues with the tools & abilities they have available. However, it might take multiple calls and lots of time on hold. That is time and effort I don't have to spare. My problems are not that urgent. You would think in this day and age, a technologically progressive company like AT&T would use email or a complaint site to handle problems. I can wait for normal business hours.

Why no official trouble board or email for support? The reality appears to be the medium itself. It eliminates the he said/she said element, it quantifies the true size of the problems, it eliminates the “you misunderstood” reply, and most importantly – it requires accountability.

<Sigh>

<Get down off soapbox and move on. The more things change…………>  

[shortcircuit]

Update:  Gotta be fair and give credit when it's due.

Contacted 611 about the problem on Tuesday. Wait time was less than 2 minutes and technical Support was on the phone. She did not questions that were irrelevant. She did quite a bit of detective work and made some changes. She also wanted me to go by the AT&T store to get my SIM card updated to the latest version. She read mine and knew there was newer version available.

Total time maybe 15 or 20 minutes. Excellent experience. I was impressed.

Contacted 611 today. The problem is not resolved. Wait time was less than 2 minutes and I was talking to tech support again. He reviewed the notes on my last call. He then created a case number for tracking and gave me a number to call about my experience, good or bad. I know when to expect a resolution and what's being done. Still impressed.

All can say is WOW, customer service has changed for the better!  My problem may or may not be resolved, but I know they're working on it.

Good job AT&T, now keep it up !  

[jamileh · Accepted solution]

I'm sorry you're having trouble locating a physical address to mail a letter of complaint. 

You can find this address on each bill in the important information section. 

For reference, the address for written communication is 

AT&T

PO Box 246

Artesia, CA 90702-0246

[jamileh]

While I'm glad you were able to get your issue resolved shortcircuit, I do want to emphasize the importance of our online forums for help in troubleshooting issues. 

The true strength in our community here is folks like you who have knowledge that can help others. Myself and the the rest of my team are hear as an official AT&T presence to not only engage with members of the community, but assist with issues that require a different level of support (ie - anything that requires looking at your account to resolve). 

In addition to the great support you can find here, you can also reach AT&T via Twitter (@attcustomercare) and on Facebook. 

[renewedpurpose]

ea2012 I'm not sure why your seeing anything different that I am. When I click the link to go to http://www.att.com/econtactus/ it asked me what I want to contact AT&T about, I selected Wireless. It asked what category matches my problem, I selected technical support question. Then I clicked the box labeled "Live Chat Support" and was instantly connected to a live chat directly to AT&T customer care where I was able to discuss my problem one on one with an official AT&T representative. Not sure why you weren't given the live chat option.

[jessnicole23]

I am not one to complain or make a big fuss but I am so disgusted with how I have been wronged by AT&T. Sitting here looking at this bill makes me sick! I have finally given up and allowed AT&T to drain me of my savings and then some to pay for THEIR mistake. My husband has proudly served in the United States Army for four years. Has deployed twice and witnessed and lost brothers in war protecting this country, our country. He is finally getting out and we are finally getting to move home and start a "normal" life together surrounded by friends and family that we haven't seen for months due to army life and lack of funds. Unfortunately the small town we are from doesn't get AT&T service so we are having to switch to Verizon. I have always appreciate AT&T and was sad to leave them. My husband was told by an AT&T representative that with his ETSing orders we would be able to cancel our plan without a problem without paying the cancellation fees. What a joy! We were so relieved that things were looking up! Until we traded our AT&T phones into Verizon (the best deal for us to switch plans at little to no cost) got a Verizon plan and then went to cancel AT&T and were refused the service we were told we would receive. We called so many times talk to many supervisors and not one was willing to fix their mistake of miss informing us. I know fees could be waved but no one wanted to look into it and truly help us. I was talked down to and given the same run around. I finally couldn't take the fight anymore and went through with them canceling our contract and using our money we had saved to go home for the holidays to be with family to pay a $530 AT&T cancellation bill that shouldn't have been our problem. We would have NEVER gone and switched if we weren't told they would cancel with military ETSing orders not just deployment orders. So merry Christmas AT&T. My husband and I will be skyping our families on Christmas while your holding and enjoying yours.

[Shunta22]

Hello forum,

      I'm not sure why people are acting as if this person is wrong. This company is one of the largest in the world. They can't afford to put the real contact information somwwhere obvious? Stop making lame excuses for this company. I don't want to online chat with an agent. Why? Because they are part of the problem and not part of the solution. Neither are their managers and/or supervisors. I have asked every agent, online chat and phone, for the customer complaint info and most of the time they just keep responding with 'I'm here to help'. And finally they say it's on the website, but I don't know where it is. Online chat is a joke. Half of the agents have no power to resolve any situation adequately. There is no complaint option. We are the customer. They call and send us letters whenever they want. One agent told me that Att has offices all over the world and it's impossible to know which one is customer complaints. Right??? They could be on the moon just make it easier to get that information. It's on my bill? What if you are paperless? Automatic pay? You are screwed. How to pay your bill is the most advertised thing on the website. How can you improve on customer support if you don't hear dirrectly from the customer? 

This forum is a good tool, but no one at Att knows about it. But it's not an option for people who don't know about it. It's our fault? I originally thought this forum was open minded, but I'm afraid I was terribly wrong. I'm sure that all the people who help us poor souls do a great job, but I don't understand some of the responses to the members situation. Why do you think he is not being truthful? He lives in Michigan and the replies were from two people in Texas. There is no need to lie about anything on this forum, because for most of us the truth is scary enough. I actually hate my service and the pions who answer the phone. It's crazy. If I have a problem with Chase bank I don't go to their forum I call or go inside. Now if I pm someone here to help me the issue isn't resolved just this particular instance of this specific issue. What happens next? Then the next. You don't fix a leaky pipe with a band aid. I'm sure millions of people love their uverse I just don't know any of them. We all know technology isn't perfect, but when you know there's a problem you should fix it. 

[MicCheck]

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Shunta22 wrote:

Hello forum,

      I'm not sure why people are acting as if this person is wrong. This company is one of the largest in the world. They can't afford to put the real contact information somwwhere obvious? Stop making lame excuses for this company. I don't want to online chat with an agent. Why? Because they are part of the problem and not part of the solution. Neither are their managers and/or supervisors. I have asked every agent, online chat and phone, for the customer complaint info and most of the time they just keep responding with 'I'm here to help'. 

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I think that's part of your problem...you are looking for "someone else" when you are talking to someone who is employed specifically to resolve complaints. If you have a complaint about billing, the billing department can resolve the issue. If you have a complaint about service, technical support can resolve the issue. All a "complaint department" could do is listen to you vent, which doesn't correct the problem.

That said, if you have an issue that you haven't been able to get resolved using normal methods, send a private message to AT&T Customer Care; they can sometimes do m,uch more than the phone or online chat reps can. http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

[wingrider01 ACE - Geek]

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Shunta22 wrote:

Hello forum,

      I'm not sure why people are acting as if this person is wrong. This company is one of the largest in the world. They can't afford to put the real contact information somwwhere obvious? Stop making lame excuses for this company. I don't want to online chat with an agent. Why? Because they are part of the problem and not part of the solution. Neither are their managers and/or supervisors. I have asked every agent, online chat and phone, for the customer complaint info and most of the time they just keep responding with 'I'm here to help'. And finally they say it's on the website, but I don't know where it is. Online chat is a joke. Half of the agents have no power to resolve any situation adequately. There is no complaint option. We are the customer. They call and send us letters whenever they want. One agent told me that Att has offices all over the world and it's impossible to know which one is customer complaints. Right??? They could be on the moon just make it easier to get that information. It's on my bill? What if you are paperless? Automatic pay? You are screwed. How to pay your bill is the most advertised thing on the website. How can you improve on customer support if you don't hear dirrectly from the customer? 

This forum is a good tool, but no one at Att knows about it. But it's not an option for people who don't know about it. It's our fault? I originally thought this forum was open minded, but I'm afraid I was terribly wrong. I'm sure that all the people who help us poor souls do a great job, but I don't understand some of the responses to the members situation. Why do you think he is not being truthful? He lives in Michigan and the replies were from two people in Texas. There is no need to lie about anything on this forum, because for most of us the truth is scary enough. I actually hate my service and the pions who answer the phone. It's crazy. If I have a problem with Chase bank I don't go to their forum I call or go inside. Now if I pm someone here to help me the issue isn't resolved just this particular instance of this specific issue. What happens next? Then the next. You don't fix a leaky pipe with a band aid. I'm sure millions of people love their uverse I just don't know any of them. We all know technology isn't perfect, but when you know there's a problem you should fix it. 

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How much more obivious does it need to be?

www.att.com

Main title bar SUPPORT

Drop Down box "Contact US"

You do realize that this is a peer to peer forum, 99 percent of the att people here are on their own time and are not representing the company in any official capacity? Read the disclaimer at the bottom of their posts. If you want official support call, use the support tab on the main webpage or send a Private Message to ATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM between the hours of 7am-10pm CST.  that is the offical support link for the forums.

The tier 1 support agents for ANY service related corporation have little or no powers to alter company policy, this is not unusual - sorry but in todays economy it is not woth the chance of a support agent losing their job just because the caller is demanding something that they have no power or right to grant. Maybe someday you will be on the recieving end of a CS support call and truely understand how their have to follow the company policy - and how much abuse they recieve when they tell the caller sorry we cannot do that - I have listened to the recordings of the complaint calls of the call center I ran for a unrelated company - I am always amazed at the amount of vitrol and vulgarity that spews from the mouth of a customer that is told, sorry it is against policy and they don;t get what they demand.

[jamileh]

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Shunta22 wrote:

Hello forum,

      I'm not sure why people are acting as if this person is wrong. This company is one of the largest in the world. They can't afford to put the real contact information somwwhere obvious? Stop making lame excuses for this company. I don't want to online chat with an agent. Why? Because they are part of the problem and not part of the solution. Neither are their managers and/or supervisors. I have asked every agent, online chat and phone, for the customer complaint info and most of the time they just keep responding with 'I'm here to help'. And finally they say it's on the website, but I don't know where it is. Online chat is a joke. Half of the agents have no power to resolve any situation adequately. There is no complaint option. We are the customer. They call and send us letters whenever they want. One agent told me that Att has offices all over the world and it's impossible to know which one is customer complaints. Right??? They could be on the moon just make it easier to get that information. It's on my bill? What if you are paperless? Automatic pay? You are screwed. How to pay your bill is the most advertised thing on the website. How can you improve on customer support if you don't hear dirrectly from the customer? 

This forum is a good tool, but no one at Att knows about it. But it's not an option for people who don't know about it. It's our fault? I originally thought this forum was open minded, but I'm afraid I was terribly wrong. I'm sure that all the people who help us poor souls do a great job, but I don't understand some of the responses to the members situation. Why do you think he is not being truthful? He lives in Michigan and the replies were from two people in Texas. There is no need to lie about anything on this forum, because for most of us the truth is scary enough. I actually hate my service and the pions who answer the phone. It's crazy. If I have a problem with Chase bank I don't go to their forum I call or go inside. Now if I pm someone here to help me the issue isn't resolved just this particular instance of this specific issue. What happens next? Then the next. You don't fix a leaky pipe with a band aid. I'm sure millions of people love their uverse I just don't know any of them. We all know technology isn't perfect, but when you know there's a problem you should fix it. 

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I'm sorry you find our forum and website difficult to use. 

As others have noted, contact information is available by clicking the Contact Us button on each page.

You're always welcome to post your concerns here, or explain them to a customer service representative on the phone or in chat. The reps will look for ways to resolve the issue you're having in addition to noting your feedback, as that is their job. 

It seems like you're pretty frustrated but we are here to help. If you have an issue with your account that needs attention, please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you.

If you need to vent about your experience, you're welcome to do it here or by sending me a private message with the details. 




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.





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 ATTCustomerCare in the "Send To" field.

[FAB2]

Replies to my emails are sent to the wrong adress. How do I change it to my correct addressw

[wingrider01 ACE - Geek]

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FAB2 wrote:

Replies to my emails are sent to the wrong adress. How do I change it to my correct addressw

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upper right corner, My Settgings, next to your user name

[jamileh]

If you're referring to replies to things you post in the forums, wingrider01 is absolutely correct. 

If not, please give us some more details.