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trstack
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Scholar

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11 Messages

Sun, Sep 23, 2018 12:01 AM

Worst AT&T Experience Ever!

Wow! I’ve been an AT&T customer before ATT was in the cellular business. My NEC car phone in 1989 established the phone number I still have today. In the NY Metro Market, I went from Metro One to Cellular One to Cingular to AT&T. I suffered through the transition from TDMS to GSM. I had, until today, a grandfathered unlimited data plan. I have significant computer and related peripheral experience and have managed enterprise level company/systems integrations. However, it took 6 hours and 5 calls to AT&T to add cellular service to my Apple Watch.

 

After owning 3 non-cellular Apple Watches, I finally took the plunge and got the cellular model. When I first attempted to add cellular to my watch under my current ATT plan, teh error message said I had to call. My first call was a review of my current plan and why I could not just add the watch, I idndicted I needed to better understand what I was giving up to do so, which I was left on my own to figure out. My second call started off well. A thorough explanation of my current and grandfathered plans versus current offerings would save me money and I could add my watch. After more then 40 minutes of IMEI and EID review and ATT system changes, my watch would not access cellular. At some point an hour in the call was dropped. Did the ATT rep who spent all that time and clearly knows my cell number call back?, NO...

 

THIRD call... some nitwit who tell me my watch has to an unlocked device to connect and I should I bought it from ATT not Apple. This guy transfers me to Apple without telling me or Apple the he is doing so. Next thing, I’m talking to an Apple rep who has know idea how or why I got the her and why my carrier is not solving this problem. 

 

FOURTH call... new rep, apologizes, assure me she will do the right thing....I have to change my plan for the 2nd time in a 2 hour period as my new unlimited plus plan was limited to one device. I need to pay more to get the multi device version which is the same price as the two plans the previous rep insisted I had to have.... what? So, now I have a new plan that allows more than one device that is actually the same price as the 1 hour old/new plan that allowed the watch but was for one device and required the watch to have its own cell number. The rep puts me on hold fro more than 40 minutes with no music on hold or any indication that I’m truly connected to an actual call. After more than an hour, I was told I have to shut down both my watch and iPhone to ensure the changes will take place. The rep assures me she will call back in 5 minutes...

 

OK, I reset and erase my watch, turn off my iPhone for 3 minutes and then restart the whole process again... no call....waiting... I finally repair the IPhone and watch and setup cellular that finally goes through on the ATT systems.

 

FIFTH call - The rep call me back 40 minutes later. No apology, just assumes I figured it out and wants to test my ability to make a call from my watch. In attempting to do so and drop the WiFi connection from my watch to ensure it is in fact a cell call, the call with ATT is dropped. Again, did the rep who knows my number call back? NO...

 

After 6 hours, I successfully made a cell call from my watch without my home WiFi connected. 

 

Couldn’t someone have said I needed the multi device plan and a re-intialization of my devices in the first 5 minutes of the first call! And you want me to move to ATT for TV and internet services!

You just screwed up what should have been a simple 5 minute process with a lifetime customer who you apparently have no regard for...

Gary L

ACE - Expert

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15.8K Messages

3 y ago


@trstack wrote:

 

You just screwed up what should have been a simple 5 minute process with a lifetime customer who you apparently have no regard for...


You think that the level of service was related to the number of years you've been with AT&T?

 

Couldn’t someone have said I needed the multi device plan and a re-intialization of my devices in the first 5 minutes of the first call! And you want me to move to ATT for TV and internet services!

That said, you should NOT need a multi-device unlimited PLUS plan (that will cost you more) for your Apple Watch, they should be able to add two non-phone devices (wearable or tablet) to your single line plan at the wearable rate ($10 + taxes/fess, I believe).

 

 

trstack

Scholar

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11 Messages

3 y ago

Not sure how to respond yet... my new bill has not arrived so I'm not sure what I'm really going to be paying for. The good news is that the watch cellular works. Did I shoot myself in the foot by giving up my grandfathered unlimited plan? Time will tell. The monthly calc shows that I'll clearly save money versus my previous plan but, with no bill in hand it's merely conjecture.

Contributor

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1 Message

2 y ago

I too have been through the nightmare watch scenerio but mine is not over. Still have to go to AT&T store for the second time to have something done to my watch. It all started with a new purchase with Best Buy. Quickly spiraled out of control with TWO watches added on my account. Trying to get rid of the mysterious first watch that BB failed to activate correctly and would not sell after that and 1.5 hours of wasted time in their store. 2nd watch shipped to my work and went to ATT directly to activate after being assured there was only one watch on the account. LOL No. First billing cycle shows two watches with two separate lines. Spent 2 hours on the phone with them Friday then battery dead on watch. OMG. Charged that night and called again the next day from work. Thank God it was slow here. Another two hours and watch was fixed. LOL NO. Went online to pay first bill and mystery watch still on the account. Called again.....now I have to go into store because when AT&T rep dropped mystery line my watch went dead. No cell service. OMG! Told me to go to AT&T store and have them give me new ECIM. I can hardly wait to go and waste more of my time trying to get this setup. Phones they are great at...watches not so much. I am so close to boxing everything up and taking it to them for a refund on everything. Not sure if it's worth the hassle. I would like a refund on my time wasted trying to get a simple little clock to work as intended. So frustrating.........Why is it so hard????? A portion of the problem is you get random people on the phone, they don't bother to read or comprehend notes regarding the hours you've already spent on the phone. Even though I tell them just read the notes and then we will continue...oh no. We need to go through the whole mess and the accent makes it even harder to get it across to the individual on the other end. I think I'm going to record what transpired and then push play when they answer. Then I'll answer when they have heard all the gory details. I'm getting sick of repeating it.

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