04-05-2013 09:23:39 AM
I have two issues with my first AT&T bill. These two issues represent a gross failure by AT&T to provide quality customer service. This is my first experience with AT&T and it was deplorable. I received my bill and there were some anomalies. I called and spoke with two different representatives.
First, I was told by the first AT&T representative that I couldn't trust the cellular data usage meter on my iPhone. I was concerned because my bill said I used 547 mb of data in three days. However the usage meter on my phone said 625 mb for the life of the phone, which I have owned for much longer. So she says I can't trust my iPhone meter. In contrast, the AT&T bill provides a tip that I should reset my iPhone meter if I travel internationally because it will keep track of international data. So the representative states I can't trust my iPhone data meter but AT&T says I can trust the meter if travelling internationally. These mistakes and this misinformation reflects poor training by AT&T.
Second, I had a concern about the activation fee on my first bill. I was transferred to Katrice. She was poor as a manager and poorly trained. She blamed others for an AT&T issue. This is a classic customer service failure. She tried to shift blame from AT&T to a third-party. Two people at Walmart said I would not be charged an activation fee for the phone if activated at Walmart. They told the customer in front of me the exact same thing. So according to the way Katrice handled the issue, it's ok for Walmart to say whatever they want about AT&T services because AT&T doesn't care. It's ok for Walmart to misrepresent and defraud customers and it's ok in the eyes of AT&T. She essentially said they don't care about my problem. Get Walmart to deal with it. It is AT&T's problem.
So in one instance there is a failure in training and a failure in customer service. This is my first experience. AT&T must do better. This was a failed first experience with AT&T.
04-05-2013 02:47:04 PM - edited 04-05-2013 02:53:18 PM
for the first issue, you can't go by what the phone says. you have to use the tools att gives to know where you're at. And even then there's a delay, so you never know with 100% accuracy what att says you're at unless you turn off data completely for a day. for example, according to http://gizmodo.com/5943251/how-carriers-miscalcula
the 2nd issue is very common. Customers would call in and say they were promised no activation fees. I would tell them if that's what they were promised to go back to that employee at walmart/radioshack/target and have them call it in. At least that way, if the activation fee reversal was approved, we can notate exactly which employee from those stores asked for the refund.
04-05-2013 02:47:34 PM
I WOULD SUGGEST YOU VISIT AT&T'S WEBSITE OR TO CALL CUSTOMER CARE TO 1-800-331-0500 TO CHECK IF THERE IS AN ACTIVATION FEE PRIOR TO ADDING A NEW LINE TO YOUR ACCOUNT OR TO OPEN UP A NEW ACCOUNT AS FAR AS I KNOW THERE HAS ALWAYS BEEN A $36 ACTIVATION FEE IT DOESN'T MATTER WHERE YOU ACTIVATE THE LINE THEY WILL USUALLY TALK YOU INTO ACTIVATING A NEW LINE AT ANY RETAIL STORE AND THEY MAY NOT PROVIDE YOU WITH ACCURATE INFORMATION....REGARDING YOUR DATA ISSUE I RECOMMEND YOU TO RESET THE NETWORK SETTING ON YOUR DEVICE AND TO KEEP UP WITH YOUR DATA USAGE DAILY BY DIALING *DATA# ALSO NEVER DOWNLOAD OR WATCH MOVIES OR VIDEOS USING YOUR PHONE'S CELLULAR DATA BE SURE TO BE CONNECTED TO WIFI AND TO MAKE SURE THAT YOUR PHONE WILL BE USING THE WIFI AND WATCHING VIDEOS OR DOWNLOADING VERY HEAVY GAMES OR APPS GO TO SETTING ON YOUR PHONE AND TURN THE CELLULAR DATA SWITCH OFF CAUSE EASILY EVEN THOUGH YOUR PHONE SHOWS THAT IT IS CONNECTED TO WIFI AT THAT TIME THE WIFI CONNECTION CAN DISCONNECT FOR MANY REASONS WITHOUT YOU NOTICING IT, I HOPE THIS INFO HELPS YOU!!!
04-08-2013 10:57:39 AM
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