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B

New Member

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2 Messages

Thu, Aug 12, 2021 3:24 PM

What has happened to ATT's customer service?

I have been a ATT customer since the 1990's and I have never had such horrific customer service as I had last week.  This service literally cost me hundreds of dollars and threatened my job.  I recently moved (7/31) and well before my move date I contacted ATT to have my service transferred.  At that time I was given a service appointment for Monday, August 2nd.  You know how they give you a four hour window that someone 18 has to be present for the service?  Guess what, the technician never showed, never called.  I waited assuming that there must have been a delay.  By the end of the day, no tech-no service and one day of work missed, money out the window.  I called ATT customer service Monday night and after over an hour of hold time, being bounced to service reps, I finally spoke with someone who identified their self as a supervisor.  I was told by this person that I would have a tech come right away the next morning.  Same as the day before, I wait for the tech during the four hour block only to have them not show or call.  I called ATT customer service again to see what had happened.  This time, after an unreasonable wait (hold times, being bounced around, ineffective customer service reps) I spoke with someone who said that they were a manager and that my service would be expedited and would have someone at my home before 8pm.  No one came, no one contacted me as I waited until 9pm.  Another days wages gone!  I tried calling after they did not show up only to be on hold for over 40 minutes and finally when I got to a rep.  she kept me on the line for close to 40 minutes while she tried to troubleshoot my internet issues remotely.  I had asked to speak with her supervisor at which time she said that she would call me back in 5 minutes.  She did not call back.  The next day, I called and after another long wait-hold times and getting bounced around, I spoke with another person who said that they were a manager and that I would have service that day-going on day three, and she gave me another 4 hour window.  They did not show or contact me.  So I had been lied to by three people that said they were in management at this point.  Not to be redundant but this deceit continued the next day even after I had spoken with a manager and conveyed that I had another service provider lined up if ATT could not promise to complete my service by the next day.  i was once again assured that this would happen so I canceled the other provider.  They never showed and here we are 4 days of broken promises/lies and 4 days of lost wages.  Finally, after countless phone calls and false reassurances, a technician came Friday afternoon.  5 days of missed wages and wasted time.  5 days of getting the run around and 5 days and numerous false statements I finally have service.  Like many of us, I depend on internet to work from home.  I was given a token credit in which the reality stands that by missing a week of work, I lost the amount of money to easily pay my whole yearly bill.  I mostly feel foolish that before this, I took some strange pride in being an ATT customer for so many years.  I worked for the old WI Bell telephone company and I lament that customer service has resorted to lying and being completely ineffective.  At one point I was told that a line was down causing the delay but I know that was a lie because my upstairs neighbor has ATT service and was not experiencing any issues.  I write this knowing that many of you have probably experienced similar mistakes by ATT but this was the most costly one that I have encounter.  I know that being a big transnational company, ATT does not care about me but I felt compelled to write today.  

ATTHelp

Community Support

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172.6K Messages

2 m ago

We hear you, Brian, and we understand your frustration. If there's anything else we can do to assist, please do not hesitate to reach out. We appreciate you being a long-standing member of the #ATTFamily, and we're here to support you. 

New Member

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3 Messages

2 m ago

I also have had a horrible experience with AT&T customer service.  In this case it is my work mobile phone.  I have no coverage in the west side of my home (where my office is) and only 1 bar on the east side.  I have asked for a solution to improve the coverage but no one is willing to help me with this.  Although the AT&T coverage map says there is coverage here, it is a lie.  That puts their entire coverage map in question.  Because my work phone has been on AT&T we put our family on the same provider (three phones).  If I have to move my work phone to another provider, I will be moving the whole family too.  Apparently AT&T is not interested in providing good service or in keeping their customers.

ATTHelp

Community Support

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172.6K Messages

2 m ago

Hello @caleonard,

 

We'd be more than happy to take a closer look into this issue that you've been experiencing with the coverage in your area.

 

We'll need some additional details in order for us to better assist you:

  • How long has this been going on?
  • What is the make and model of the wireless device that you're using?
  • When you say you have no coverage, is this affecting your phone calls, text messages, or mobile data connection?
  • Does this only occur indoors, outdoors, or while you're traveling in a vehicle?
  • Also, what is the zip code for the area that you're referring to?

Please let us know.

 

In the meantime, we recommend using our Troubleshoot & Resolve Tool to fix this. Simply select your device and the issue, then follow the steps to find a solution.

 

We hope this helps and look forward to hearing back from you soon!

 

Sean, AT&T Community Specialist

New Member

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2 Messages

2 m ago

Free service for at least 6 months would be a good start. 

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