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.