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KaliM00's profile

Contributor

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1 Message

Mon, Jun 25, 2018 7:35 PM

Who do I get in contact with about a horrible customer service experience?

Who do I get in contact with about a horrible customer service experience? I called to get my internet moved into my new place and was placed on hold several times with no warning what so ever. Then when the man finally came back, he told me he was going to put me back on hold while he waited for my conformation number. I was on hold for 45 minutes!! I had received and email within 10 mins of him putting me on hold. He never picked the phone back up, therefore I had to disconnect due to me being at work. I still had questions about the process as well as questions about TV, and the veterans discount that the company offers. I am very disappointed by the way that I was treated by a company that I'm giving my hard earned cash to. 

Accepted Solution

Official Solution

ATTHelp

Community Support

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200.5K Messages

4 y مضت

Hello @KaliM00,


Thank you for reaching out to the Community Forums. I apologize for how you were treated when calling in. This is definitely not how we want our interactions to be!It's my pleasure to ensure you're taken care of, and all of your questions are answered. Moving your services can be done in a few simple steps. Please begin by selecting "I already have AT&T residential service." as a current customer, then follow the given instructions. 


If you have any further questions or concerns, please let me know. Thanks for your time! Have a wonderful rest of the day.


Jess, AT&T Community Specialist

Teacher

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1 Message

4 y مضت

I have tried for three weeks to have you guys come to my house to install my new internet.   And every time I call I get no where.   As a matter of fact you cancelled my install that was scheduled for today.   And you didn't even tell me.  I've been without internet for approximately three weeks.   And you guys are doing nothing except keep me on the phone for an average of 45 minutes per call.  I just want some internet. 

Tutor

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1 Message

4 y مضت

My husband and I have been with ATT over 20 yrs and today, I had the worse customer service ever. I was misinformed by 2 people on how to resolve my problem and transferred 4 times and I convienely was hung up on when I asked to speak to a manager. Long term loyal customers does not mean anything to ATT so I will be looking for alternative wireless services elsewhere. 

UnhappyB

Scholar

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88 Messages

4 y مضت

I agree, Its the worst customer service I have ever seen, they are no help at all...all they care about is if your going to pay your bill with them so they can charge you $5, pathetic!

UnhappyB

Scholar

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88 Messages

4 y مضت

AT&T Needs to be cleaned out and rebuilt, so it is a stand up company, because right now truly GARBAGE!

UnhappyB

Scholar

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88 Messages

4 y مضت

All they care about is extorting money from its clients by adding charges to your bill that are incorrect! 

UnhappyB

Scholar

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88 Messages

4 y مضت

Now see, this is the response you get, seems that their words are a lot stronger then their actions, they dont have to call and speak with several people a day just trying to get services fixed, I have been trying to get mine repaired for the last 3 months and my service is down and they are still saying I am using data, even when my services are down, what's wrong with this picture. Seems that management does not care at all about how customers are treated!

UnhappyB

Scholar

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88 Messages

4 y مضت

My question is why is Customer Service so Bad, maybe you can answer that for me?

UnhappyB

Scholar

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88 Messages

4 y مضت

Contact the FCC and file a complaint, many of us here in the community are doing the same!

Tutor

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1 Message

4 y مضت

After being on the phone for an hour, I am so mad I am shaking.  All I asked for was to talk to a person in the US.  My bill went up 36.76.  I can't understand the foreigners and they don't have the authority to change my bill.  If someone reading this does not tell me how to talk to someone in the US, I will cancel my account and I have been a customer for many years.  

davemize

ACE - Professor

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3.6K Messages

4 y مضت

Unfortunately, you're posting in a customer to customer forum; we're users, just like you. You should call back to 800-288-2020 and navigate to 'Retention' to express your displeasure with your new bill.

Contributor

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2 Messages

3 y مضت

Upset customer.

On Friday I had called AT&t and spoke to a representative I was trying to use my 70% off promotion code for my past due balance so I could have my internet service reinstated I was ready to pay the bill in the lady had told me that my promotion code expired a day prior but according to my email it was valid up until the day my service would be cancelled which was Friday which I called Friday morning she said that she would have a manager call me back to try to resolve my issue and nobody has contacted me back so here I am Monday still trying to resolve the issue because I don't really want to have to let go of AT&t

Contributor

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1 Message

3 y مضت

This letter is a formal complaint regarding treatment received by a technical sales associate and the Retail Sales Manager, [edited for privacy – please do not post personal information]

 

I purchased an iphone 8 online on December 15, 2019 and made an appointment for 4:30PM to pick it up on Sunday, December 15.

 

Within minutes of arriving at the New Milford AT&T store, I was told by one of the two technical sales associates that it would be a few minutes.  Within the next 5 minutes, I was checked in by Tiepla Nelson and told that it would be a few minutes.  Tiepla then went into the Employees Only back room.  Each of the two technical sales associates were attending to customers.  As I waited, the daughter of one of the customers entered the store with a Mastiff puppy.  The technical sales associate engaged in banter regarding the puppy, e.g. how cute it was, how old it was, how large it would grow up to be, and petted the puppy.  At 4:45, Tiepla came back into the customer area and told me I could sit on the chair.  Tiepla again went into the Employees Only back room while the two associates continued to attend to the same customers.  I sat on the chair, watched some of the video playing on the monitor, continued to listen to comments regarding the puppy, and waited patiently.  At 5pm, I got up from the chair and looked at the brands and prices of iphone cases and screen protectors.  I took notes and sat back down on the chair.  A husband and wife came into the store and said then needed help with a phone that was freezing.  The technical sales associate who told me it would be a few minutes and was waiting on the customer with the puppy, took the women’s phone and started to diagnose the issue.  It was now 5:15PM.  I got up from my chair, approached the sales associate and said, “I’m sorry.  I have an appointment for 4:30 and it’s now 5:15.  I’ve been waiting here unattended yet you are able to attend to a walk-in customer.”  At this point, I experienced the most condescending, rude, and arrogant exchange by a technical service provider in my five decades of life.  I will never forget this experience doled out by an AT&T employee.

 

He said, “This is no different than going to a barber shop for a hair cut.  If the barbers are cutting other customers’ hair, even if you have an appointment, you have to wait.”  He continued to lecture me in front of the other two sets of customers in the store, demoralizing me in the process.  He continued, “The wait here is no different than a wait you would experience at any other mobility store.”  With that I replied, “I’m sorry.  When I set up an appointment, I expect to be attended to within a reasonable time and not be bumped by a walk-in.”  He then said, “They have an easy technical problem that I can fix while attending to my other customer.”  Yet, he never asked what I was there for which was a simple device pick-up.  I said, “I would like your name and manager’s name so I can file a complaint with customer service.”  He did not provide his name but instead said “Go ahead and file a complaint.” 

 

I work for a very large technology company myself.  If I ever said anything like what this associate spewed off to me, I would have been fired.  Tiepla emerged again from the back room and said, “Is there something I can help you with?”  This was an interesting question since she checked me in to begin with and knew I had an appointment.  I explained that the store was not respectful of my time.  She then offered to attend to me and took me to the counter.  It took ten minutes to activate the phone, update my account, and check me out.  My experience amounted to a 45 minute wait, abuse from the technical sales associate, for a ten minute online order pick-up.  This was truly a surreal experience and one I would have never imagined would be delivered to me by AT&T.   

New Member

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5 Messages

2 y مضت

Elsewhere in your site I've read: *Only one device can be put into passthrough mode.*Placing a device in passthrough mode will remove firewall protection provided by the AT&T gateway.*When a device is

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