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jlathrop1957's profile

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1 Message

Thursday, November 10th, 2022 1:46 AM

!!!!!!!!!COMPLAINT!!!!!!!!!!!! It was just a simple return

It was just a simple return, so why did it take SEVEN phone calls.  

These are the details about a return that should be simple but was EXTREMELY difficult until a star Customer Support
Rep named AJ answered the phone.

Our very old 2Wire dsl modem was failing.  We've had it since the early 2000s.  We were the first in our area to get DSL.  I
went to ATT website, I found the Netgear DSL Gateway to order, we received it, it didn’t work, I called support, they
explained the one I ordered will not work, they send one for free, and it worked. Now I wanted to return the modem I
ordered by mistake.  At this point I was wondering why the ATT website even allows this to be ordered if it won't work.

You can look at the notes that were collected during phone calls on 11/8 and 11/9. Here is a summary of the calls I

date  Phone number  time duration  Notes
11/8  1-800-331-0500 5:11 pm 4 minutes Told to call the next number
11/8     1-800-788-7775 5:16 pm 0 minutes Bad number
11/8     1-800-331-0500 5:17 pm 10 minutes Customer support person was no help and
said to call the next number
11/8   1-800-288-2020 5:45 pm  45 minutes The person on this call dug into the issue
and found the order by the order number.
She explained for some reason it was not
showing on our normal internet account.
She said it was under “mobility”. She
could not process return label and thought
someone in mobility should be able to.
She redirected my call to this person who
was absolutely no help and referred me to
the next number.
11/8     1-855-250-7777 5:50 pm 0 minutes Bad number
11/8     1-800-331-0500 6:51 pm 11 minutes I tried one more time and got angry due to
more of the same.
11/9   1-800-331-0500 12:57 pm 14 minutes Now AJ answered the phone. He was very
professional. I could hear the computer
keys clicking. He asked information to
verify who I am. He found the order. AND

One of the people I spoke with said "you can't order DSL modems on the ATT site."  Well, yes you can!  Here's the link.

Another person said, there's a return label on the box.  I looked and explained that the exterior of the box has SN barcodes.  She insisted that's the return label and I should just take it to USPS.  She said "that's the way we do it."  Bull crap...I was really (Edited per community guidelines) at this point and hung up.

My expectation in this case is to be refunded $100. This can be credited to our ATT Internet account as we haven’t
decided to cut the cord yet. Although, if this credit does not process that may be the last straw…there are other

Both AJ and the person taking my call at 5:45 deserve praise and acknowledgment of doing a great service. The others
are all worthless and need more training. AJ should train them all after he is promoted to supervisor.


Community Support


207.6K Messages

3 months ago

Hey there @jlathrop1957. We understand your frustration, and that's not the experience we want you to have. We'd be happy to help you with your credit request.


In order for us to further help with your credit request, we'll need to meet you in a DM and gather some information to take a closer look for you. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

We look forward to hearing from you. 
Robert, AT&T Community Specialist
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