that worst customer service I have ever came into contact with [ Edited ]

[wjacks06]

First off let me start by saying that their upper management recruiter for hiring management should totally be fired. I was on the phone with AT&T for 3 hours yesterday only to be disrespected and belittled. I have asked several times for corporate number as well as an address to file a complaint and no one seem to be able to give me one. All I wanted to do was add a line and you would have thought I was asking for free service for a year. I was once even offered a family rate plan that does not even exist. Then I was hung up on by a supervisor by the name of Nicole because I questioned her on why she told her representative Julessa I could have certain things only to be told by Nicole that she was no longer going to offer me what her and Julessa had been discussing for 45 minutes why I was on the phone with Julessa. Not only was this supervisor Nicole rude and disrespectful but she tried to explain things on my account as if I had no clue what I had been paying for for the last year and a half. After I was rudely hung up on I called back and asked to be transferred to the resolution/retention department only to be denied by a customer service representative by the name Patricia {personal content removed for safety}. She refused to transfer me after I had just told her that I was disconnected with the retention/resolution line. How come it is that the consumers pay for certain services but when we get on the line and speak to either customer service reps or managers they treat us as if we are getting the service for free. It would be nice for a change to be treated like a paying customer every once in a while.. I am extremely disappointed with the service that I got from Nicole and Patricia.

[jamileh]

Hi, 

I'm very sorry that you had such a poor experience with our support representatives. That is definitely not the way we want to treat our customers. 

Do you still need assistance with the issue you called in about? If so, will you please send me a private message with a summary of the issue you called about, your name, account number, your contact phone number and the best time to contact you?

[jachmar15]

There is a reason they are always ranked in the top 10 worst customer service companies............

[blackj1]

I couldn't agree more...

My issues started last Friday.  I wanted to purchase the new iPhone 4s and was told after waiting 45 minutes that I would have to order one and it would be in 4-6 weeks from now.  I told the salesman, let's call him Greg because that's his name, that I didn't want to order one and I would go elsewhere to get one.  He quickly informed me I couldn't get one elsewhere in town and wanted to know why I just wouldn't order one from him.  I just walked out.

On Monday I called to cancel my long distance since we never use it.  I got the runaround and was hassled about wanting to cancel it.  I was offered a cheaper rate for better service, etc. but was finally allowed to cancel.  Additionally I was asked about switching to U-verse DSL - 1/2 the price I was currently paying for 2x the speed I currently have.  I signed up for it and they were going to schedule a tech to come out and install.  My option was 8 AM to 8 PM.  I asked several times to narrow the time frame down since my wife and I work and would not be taking off work to sit around all day waiting on someone to show up.  No one at AT&T could give me a better time frame.

Tuesday and again today I received automated call reminders about the tech coming today between 8AM & 8PM.  Both times I pressed 0, sat on hold and eventually spoke with people who were "sympathetic to my situation" but still couldn't narrow down the time frame.

I finally told them today I would start shopping for a new provider with better customer service.  AT&T is so unbelievably arrogant.  I cannot wait to switch to Verizon or Sprint.  I have heard nothing but good things from friends who use Verizon about their customer service.

[viccar100]

I can attest to that!! I am always having issues with them.  I can't wait for my contract to end! The only reason I switched to AT&T is because my husband wanted an iphone really bad and they were the only carrier at the time.  But now... So many options. 

P.S.  I am not surprised to see so many complaints.

[jamileh]

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blackj1 wrote:

I couldn't agree more...

My issues started last Friday.  I wanted to purchase the new iPhone 4s and was told after waiting 45 minutes that I would have to order one and it would be in 4-6 weeks from now.  I told the salesman, let's call him Greg because that's his name, that I didn't want to order one and I would go elsewhere to get one.  He quickly informed me I couldn't get one elsewhere in town and wanted to know why I just wouldn't order one from him.  I just walked out.

On Monday I called to cancel my long distance since we never use it.  I got the runaround and was hassled about wanting to cancel it.  I was offered a cheaper rate for better service, etc. but was finally allowed to cancel.  Additionally I was asked about switching to U-verse DSL - 1/2 the price I was currently paying for 2x the speed I currently have.  I signed up for it and they were going to schedule a tech to come out and install.  My option was 8 AM to 8 PM.  I asked several times to narrow the time frame down since my wife and I work and would not be taking off work to sit around all day waiting on someone to show up.  No one at AT&T could give me a better time frame.

Tuesday and again today I received automated call reminders about the tech coming today between 8AM & 8PM.  Both times I pressed 0, sat on hold and eventually spoke with people who were "sympathetic to my situation" but still couldn't narrow down the time frame.

I finally told them today I would start shopping for a new provider with better customer service.  AT&T is so unbelievably arrogant.  I cannot wait to switch to Verizon or Sprint.  I have heard nothing but good things from friends who use Verizon about their customer service.

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I'm sorry that you had issues cancelling your service. Regarding the timeframe provided for the U-Verse installation, unfortunately we are not able to provide more specifics because each installation is unique and we do not want to improperly set your expectations if one install runs longer (or shorter) than anticipated. You are welcome to visit our U-Verse board with your concerns, you will get better visibility there. 

[blackj1]

Based on what I found out this morning, the technicians get their assignments for the entire day.  Can they simply not pick up a phone and call the customers to give them an approximate ETA?  I don't mind taking a half day off work (or leaving work early) if it could be narrowed down to that, but I'm not taking an entire day off only to have the technician show up at 6:30 PM.

I have been an AT&T customer for over 10 years and expect a little more loyalty on AT&T's end than all of this.

These are really flimsy excuses and again, pathetic customer service.  Yet another story/example a professor friend of mine can share with his students about customer service.

[jamileh]

In theory, that works but not so much in practice because if you're their 5th appointment and their 3rd appointment runs 90 minutes over it makes their 4th appointment even later and messes up the rest of the schedule for the day. 

I feel your pain here. I voiced the same frustration a couple weeks ago when I was getting an AC unit replaced at my house. 

It's not the best solution ever, but it's better than telling you a specific time and then not being able to honor that time. 

[bdechenne]

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jamileh wrote:

Hi, 

I'm very sorry that you had such a poor experience with our support representatives. That is definitely not the way we want to treat our customers. 

Do you still need assistance with the issue you called in about? If so, will you please send me a private message with a summary of the issue you called about, your name, account number, your contact phone number and the best time to contact you?

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How can you say this.  Look at every single post on these boards, its the only way you treat your customers.

[Dcookie ACE - Expert]

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bdechenne wrote:

---

jamileh wrote:

Hi, 

I'm very sorry that you had such a poor experience with our support representatives. That is definitely not the way we want to treat our customers. 

Do you still need assistance with the issue you called in about? If so, will you please send me a private message with a summary of the issue you called about, your name, account number, your contact phone number and the best time to contact you?

---

How can you say this.  Look at every single post on these boards, its the only way you treat your customers.

---

bdechenne...I don't really know what you expect to get out of harrassing jamileh, who has been doing NOTHING but trying her best to put you and every other customer with a complaint, into the right dept. She has been doing a great job, IMO. There were never Community Managers when I first joined this forum. Consider yourself privileged to have someone like this trying to HELP you. 

[mikewho]

AT&T isn't perfect but none of the other carriers are either. I do think att tries to accommodate more often than the others which is a good thing.

The only thing close is tmobile back in the day but those days are gone.

[ChezaRayne]

You are not alone. My GoPhone was stolen.

I attempted multiple times to suspend service on the AT&T website and it would not accept the request.

Then I tried to suspend service TWICE by telephone. The first time, I finally ended up speaking with someone in what was either in 'repair' or 'Tech' department after being forwarded to 4-5 other departments.

The person I spoke with told me that suspending my service would be the way to go as there was already around $60.00 worth of charges against my account. Within just a few minutes of it being stolen, the culprit had already changed my plan to $50.00 a month unlimited. The person I spoke with (Rick, maybe???) told me that it was suspended and that I would be refunded all charges from Nov 17th and 18th. When I asked about what would happen to the rest of the money in my account, he said he wasn't sure and that he was going to transfer me to a GoPhone representative for me to ask. I'm transferred again to someone who answers the phone saying 'I'm not going to be able to talk with you, call back from your phone at #611" and we were disconnected. So, tell me, how am I supposed to call him from a phone I no longer have?

Thinking the phone was suspended, I decided (quite wrongly it seems) to wait to call back the following day to ask about the money in my account only to find out that my cell phone was STILL being used!! It had never been suspended and since THEY (the powers that be at AT&T) could find 'no record' of my 1st phone call, now I was to be responsible for ALL the charges. If that was so, then why was I told something completely different on the phone call that 'mysteriously' disappeared from the night before? Bottom line..... AT&T was determined to take my money in whatever way they could, even if that meant the previous phone call had to be deleted or covered up. A really bad way to do business.

I was so irritated by the run around, I told them to send me the balance of my account. Then went back to the website to CLOSE MY ACCOUNT.... PERIOD. But, it can not be done online. Just as it was on the phone, I was sent to multiple pages but not one that would let me close it. AND as an FYI,  I found the clause that says that IF THE SUSPENSION RUNS OUT WITHOUT MY PURCHASING A NEW PHONE AND USE AT&T AS MY PROVIDER, THE ENTIRE BALANCE ($166.00) WILL BE FORFEITED OVER TO AT&T. What a racket!! I've been with AT&T in one way or another all my life. Just a few weeks ago i was seriously considering transferring my land line back to AT&T. This venture has reminded me just why I left them in the first place.

[jamileh]

Sounds like you've been through the wringer here. I'm sorry it's been so difficult. 

I'd like to get you in touch with someone to go over your account and the options you have. If you would please send me a private message with your name, account info, phone number and the best time to contact you. I'll ask a member of our team to give you a call. 

[fedupuser]

This is why I am searching for a different provider today.

Last year, our home line was not working.  We contacted AT & T and they said that nothing was wrong on their end.  I told them that there was no tone and we could not dial out.  They said that they would look into it.  We waited two weeks and the problem was never resolved.  We all use our cells, so I only checked the line two weeks later to see if it was fixed.  Two days later we received a bill for the month.  I called again to see why we got a bill when our phone line wasn't working...and of course they said they had no record of service.  I asked them to please fix our line and two weeks later....still not fixed.  Two more weeks later, second monthly bill.  Thankfully, by the third month bill and no service...they had a record of a service request and no charges for two months were demanded, but we were without a home line for three months so we just dropped it.

Now we have a DSL service and I tried to make a payment over the phone on the way to work.  It took an hour and 15 minutes to do so.  After going through 8 prompts, I finally got a person.  But I could not pay the bill because I only had my account, address, name, and social security number(lol).  They needed a three digit code that was on the bill too before I could pay my bill.  I was also going to be charged a customer service fee.  I asked why my wireless was down and they said nothing was wrong from their end.  Here we go again.......

Searching for a new provider today!

[jamileh]

Hi, 

Sorry to hear that you've had so much trouble. Would you please send me a private message with your name, account numbers, phone number and the best time to contact you? I'll have someone give you a call to go over your account and make sure everything is straightened out. 

[2bachy]

I am also a victum of this poor customer service.  For the past year I have not cell service in my home.  I have called numerous times only to be told that the signal is great and that the problem is with my Iphone 3GS. 

Apple tells me the problem is with the service. I am now at the end of my contract and want a new 4GS.  I am thinking about cancelling my Uverse also.  In the past year I have spent at least 70 hours on the phone with ATT between Uverse and my cell and two weeks ago was told about some type of signal booster that I am supposed to pay $200.00 for. So now I am supposed to pay for something that I have been paying for the last year?    ATT seems to be clueless about how to solve problems.

[ChezaRayne]

I've never had more than 2 bars in my house since I got my cell phone from AT&T. People on other providers have no problem. Only my son when he visits from out of state.... also on AT&T...... has to go outside to take a phone call, So it's not my location..... only the service.

[umcpgrad]

I am not surprised how bad att support is my skyrocket didn't work data wise for a week I called support and tech and network support from att for 15 hours over and over again they promised me a call back and a credit to my account those never happen - I called them lastly they told me to not get the phone then and of course they never update any notes on my account so I have to repeat everything to all the support over and over again 

[ChezaRayne]

Well. as if telling them to RETURN the balance of my account, the one where a THIEF has been using (and

CONTINUES TO USE) the $166.00 that WAS on my CELL PHONE account because AT&T has STILL NOT

SUSPENDED OR CLOSED MY ACCOUNT AS REQUESTED a week and a half ago. The BALANCE TODAY?

$47 AND CHANGE!!

AT&T has NOW taken MORE from me than the THIEF ORIGINALLY DID! The CELL PHONE was old and worth

LESS than the money I've lost and appear to still be losing!!

My money is obviously not going to be returned as I requested. Since my last conversation with them to stop

service, I've lost another $70 or so. For a total of $120!

I recieved a message from AT&T about my original message (#12), but DON'T BE FOOLED! Nothing has

happened to even attempt to stop the drain on my account OR return my funds.

What more needs to be said?

cc: Jamileh

[jamileh]

I see that you were contacted by David on the 22nd but it seems you have chosen not to respond.

Please respond to David's email so he can help get this resolved for you. 

[justshootmenow]

i find it laughable one of the largest communications company in the world does not have a customer contact number prominently displayed ANYWHERE on any of its web pages with the exception of the "contact us" page of which you have to mine for it. SERIOUSLY!??!? what does that tell the customer??? "ummmm.... yeah, we really don't want to actually talk to you people cuz we really aren't interested or even care."

[wingrider01 ACE - Expert]

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justshootmenow wrote:
i find it laughable one of the largest communications company in the world does not have a customer contact number prominently displayed ANYWHERE on any of its web pages with the exception of the "contact us" page of which you have to mine for it. SERIOUSLY!??!? what does that tell the customer??? "ummmm.... yeah, we really don't want to actually talk to you people cuz we really aren't interested or even care."

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I always use the cell phone to call, it is in the contacts list be default unless you deleted all the numbers in it

[jamileh]

I'm sorry you had difficulty locating the phone number to contact support. 

Is there something you need assistance with? I'd be happy to have someone give you a call.

If you'll please send me a private message with your name, account number, 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 my username in the "Send To" field.

[ChezaRayne]

I have gone through ALL of the emails received on the 22nd (Spam, Trash, & All Maill) The only thing I received from AT&T on that date was two more complaints filed on the forum and a sales pitch to 'upgrade' my cell phone account..

I would have been happy to respond if I had received a message from your 'David'.

[jamileh]

I'm very sorry you didn't receive the email. I've asked David to give you a call today. 

[ChezaRayne]

David called and explained the email error. Thank you.

[jamileh]

Good news, thanks for updating the thread. You're in very good hands with David.