New customer, so far, disappointed w/ customer service

[chuckj11]

I just gave in and made the switch to ATT.  Just a couple hours ago. So far, I am not happy.

Phone was activated in the store. I had coverage there. When I got home, no service.   I then went a a couple blocks away, had service. Even called my voice mail.

I went back home online and chatted w/ a ATT rep. She started looking into coverage in my area, then terminated the chat session leaving me hanging.

I started another chat session and I am told my phone is still not activated. Two things wrong with that statement.

1. Phone activation does not affect whether the phone sees a signal. To say other wise shows a lack of basic knowledge or worse.

2. Phone was activated at the store. I made a call to my voice mail a few streets from where I live. I even surfed the net. My phone as indeed active.

So now, I am basically told to give it up to 24 hours. She says she sees the phone as not Activated. But that is not the case and does not have anything to do with my coverage at my house anyways.

So at this point in time, I am left hanging, with no answers. If there is indeed no real coverage at my address, the map should indicate that. I cant make a call. No bars. There is NO coverage here at all.

[HiCap]

If you don't like the service you have 14 days to return and cancel the contract and get your money back.  So if it is not fixed in next few days return it.

[chuckj11]

Looks like Im going to have to cancel. Called this time and was told I should have service though its known to be not very good here. He even said serveral people in the area have to use a Microcell. Would be nice that if they know this, that they would increase coverage area on the towers in the area. They really would get more customers that way Id think.

And I really can not justify paying $200 for a Microcell to have service in my home.

Oh well, I really did like the Nokie 920, and pretty disappointed that I have to return it and head back to dang Verizon.

[Lukear9]

Hey there, sorry to hear you are wanting to cancel your service with us!  We do appreciate our customers and wish you the best.  However, in the Terms of Service, we do not garuntee service in your home.  You may want to Pm a Community Manager so they can have one of our agents contact you.  Thanks!

[chuckj11]

I dont know who a CM is.  It just would have been nice if the coverage map on this site was correct.  Though one of the people I talked to on the phone says they are doing a some tower work, but then Id have to wait around past the date I can cancel and return the phone to find out if that would even make a difference.

He also said he knows people in this area are using a Microcell, so that would probably confirm the poor to zero coverage.  If they know this, it wouldve been nice to have the coverage map show this and better yet, boost the signal here. I can go a few blocks away and have service.

I really wanted to keep this phone, its just hard to do so. I cant afford to pay $200 for that Microcell thing. Oh well, thanks for the replies.

[chuckj11]

Just one more thing to add.   I find out today that the number the put on the phone does not match my actual number.  They have the phone number right on my account, but put the wrong one in the phone.   Just a very bad experience from the start.  I always heard ATT had better Customer Service but so far, I can not agree with that.

[youngjm ACE - Professor]

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chuckj11 wrote:

Just one more thing to add.   I find out today that the number the put on the phone does not match my actual number.  They have the phone number right on my account, but put the wrong one in the phone.   Just a very bad experience from the start.  I always heard ATT had better Customer Service but so far, I can not agree with that.

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As stated, no wireless carrier guarantees coverage even when the maps might indicate a good area.  There are lots of factors affecting the radio waves.  You have 14 days to return your phone and get out of your contract.  Not every carrier works for everyone.  As for the number being wrong.  Have you spoken to ATT after finding this out?

It would be nice if it was right from the start but good customer service is how they handle the issue after you bring it up.  Remember that no company can offer a solution that is outside of their policies or control and the answer they provide may be the right one but not the one you want.  They cannot fix the signal in your house right away and they can provide options but if that does not work for you, use the 14 day return policy to change carriers.

[jamileh]

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chuckj11 wrote:

Just one more thing to add.   I find out today that the number the put on the phone does not match my actual number.  They have the phone number right on my account, but put the wrong one in the phone.   Just a very bad experience from the start.  I always heard ATT had better Customer Service but so far, I can not agree with that.

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I'm sorry that you've had such difficulty getting your service established. 

Unfortunately, there are things that can impact service within your home such as the building's construction or surroundings. The microcell is a great option when the building itself is impacting your phone's ability to get a good signal. 

I'd be happy to have a member of my team give you a call if you'd like to try to straighten this out. Please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact 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 ATTCustomerCare in the "Send To" field.