Get the new iPhone 15, iPhone 15 Plus, iPhone 15 Pro & iPhone 15 Pro Max from AT&T Now!
Get the myAT&T app
Way-To-Go's profile

Tutor

 • 

4 Messages

Thursday, November 14th, 2019 12:21 AM

Absolute worst customer service ever.

I actually did call the retention number after this. They did not even try to help. Not even mad at this point, and wasn't mad on that phone call. Just completely baffled this whole exchange even took place. It gets better as it goes along, complete with the threat of a cancellation fee at the end. This is actually unaltered chat I just had. AT&T: Hi, I’m AT&T’s automated virtual assistant. How can I help you today?
Me: I had an install today and it was terrible. I shouldn't be charged for it and someone needs to correct all the things done wrong, which means another day home from work
AT&T: Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Me: human
AT&T: Please select one of the topics to chat about below:
Billing
Payments
Shopping
Check order status
Move or Modify Service
Technical Support
Sign in & Password Support
Me: Move or Modify Service
AT&T: Please tell us your first name.
Me: Alan
AT&T: Thank you. You will now be connected to a specialist for account support.
We are now transferring you.
Agent Joseph enters chat
Joseph: Hi. Thank you for chatting AT&T. This is Joseph. I'm happy to help.
Joseph: Hi Alan.
Joseph: Please give me a moment while I review your previous interaction.
Me: I had an install today and the guy was basically rude, obviously did not want to be here, and failed to do the bare minimum even after I came home from work to very clearly tell him what to do.
Joseph: I apologize for that, I hope you won't take this against me. Thank you for raising this into our attention.
Me: I came home because he was trying to run a lose wire through three rooms of the house to a TV, and asked that he follow the same paths the original att cable wires were on. My cable wire is still screwed to my bedroom wall but the one installed today is lose right new to it. I asked to have the living room wored as well and he installed a wireless box after specifically walking outside and pointing at where the sire should go.
Joseph: No worries. I can help you with your concern regarding on the installation that was happened on your end.
Me: wired in the living room. I did not want a wireless receiver. He left all the other stuff behind so I have to take it to a UPS store to return it.
Me: I will be back in two minutes. I am checking to see if he even fastened the outside wire to the house ofr if it is hanging lose as well.
Joseph: I apologize for the inconvenience that this has caused you.
Joseph: Sure, go ahead.
Joseph: Again, my apologies for that.
Me: yea, kind of did except for the three feet of extra wire hanging out of the hole on the side of the house.
Joseph: Oh, that has to be fix.
Me: This is not ok. It looks like complete garbage and I can't imagine what it would have looked like if I hadn't come home. m
Joseph: Again, my sincere apologies for that Alan.
Me: A wire that was not hanging out the side, the internet cable, now is.
Joseph: Let work together on this to fix this issues on your home.
Joseph: Aside from your initial concern, is there anything else I can help you with today?
Me: It starts with a different technician. I don't want that guy near my home. He was rude and obviously could care less about doing a good job.
Me: Anything other than him doing a garbage job, not doing anything I asked, leaving behind all the old equipment, and being rude, no nothing else today
Me: The fact I am paying a fee for this is also frustrating.
Joseph: I understand you on that. No worries, i will take note of that. If you have his employee ID that would be perfect so I can include that on my report.
Joseph: I got your point.
Me: My girlfriend took the entire day off work and I had to come home for what appears to be no reason.
Joseph: No worries, you got me on your back.
Me: I don't have his id, you sent him to my house today
Joseph: To further check here, May I have your Account number or maybe the Phone number that is associated on your account?
Joseph: No problem. let me check it here on my end.
Joseph: I will check his ID and will include that on my report.
Joseph: Thank you for understanding.
Joseph: Let's get started. Can I please have the account number/phone number on the account?
Me: ********
Joseph: Thank you.
Joseph: To authenticate the Account, may I please have your 4 digit pass code?
Me: ****
Joseph: Thank you.
Joseph: I am now on the account.
Joseph: please give me 1-2 minutes to review it.
Joseph: I am still working on your account. Thank you for your patience.
Joseph: Thank you so much for waiting Alan. I was able to review your account. Again my sincere apologies for the behavior of our Technician and please do not take this against us. Here's what I am going to do, I will involve of my colleague from the Technical Team to set up a new schedule/ appointment to fix the wires that was left unfixed. No worries, I will leave a note on the account that you don't want the same Technician that came in to your home.
Joseph: Just a friendly reminder, you can always visit att.com or download myatt app to manage your account. But before I connect you to Technical team, is there anything else i can assist you with today?
Me: You guys are now charging me more and took away my HD channels? I just found that out. There are companies that actually want me as a customer
Joseph: I apologize for that. Thank you for also bringing that out into our attention. I'll take note of that. please feel free to tell that from the Technical Specialist to check options as well.
Joseph: I am now ready to partner you with them. I must admit that you have been very kind and patient through out this Interaction. I really appreciate it.
Joseph: Once again. This is Joseph. Thank you for making business with AT&T. Have a wonderful day.
Joseph has left the chat
You are being transferred, please hold...
Agent Jessica enters chat
Jessica: Hi! My name is Jessica. I'm happy to help! Let's get started
Jessica: Please allow me one to two minutes to review your previous contact and we will get started with resolving your issue.
Jessica: Thank you for waiting.
Jessica: I understood that you have issue with the HD channels prices
Jessica: Am I correct ?
Me: read everything please
Jessica: Yes, I understood that you have a tech visit and the tech did not install properly
Jessica: And I am very sorry for the trouble caused by the technician
Jessica: And I can certainly help with all these issues
Jessica: And also the tech did not fix the extra wire in the out side
Jessica: I truly apologize for all the trouble that you have gone through.
Jessica: Be certain that this issue will be taken care of.
Jessica: let me send another tech to your home to fix all these issues
Me: I wanted him to follow the wires the last guy left and he did wireless on one tv and then didnt fasten the wires right or in some places at all and left all the old stuff here.
Jessica: I can completely understand your concern.
Jessica: I know how important your time is and my sincere apologies.
Me: I am missing work dealing with all this crap. My girlfriend stayed home all day today and I still had to come back to tell the guy what to do and he didnt do it.
Jessica: Count on me, I will do everything I can to have this issue addressed at the earliest.
Me: It is actual money that my girlfrined did not make and I will have to take time off for someone else to come back out.
Jessica: You are disappointed,and I apologize on behalf of the technician and I promise that I will do everything I can to help you resolve the situation.
Jessica: I can completely agree with you and I understand this is not a happy moment for you hence, I will make every possible effort to resolve the issue at hand.
Me: I honestly just want to switch to spectrum now that I am finding out I am paying more and not getting HD and this whole experience. Not sure why exactly I should stay when they will pay for me to break my contract.
Jessica: I truly apologize for the inconvenience caused by the tech behavior
Jessica: I am working with my Manager about all this
Jessica: Please allow me just few minutes please
Me: They have better prices and I bet they would do an install correct on the first try.
Jessica: Please give me only one last chance Alan
Jessica: Please stay connected, I am now connecting with my manager
Jessica has left the chat
You are being transferred, please hold...
Agent Tyler enters chat
Tyler: Hi! My name is Tyler. I'm happy to help! Let's get started
Me: With?
Me: I am realizing Spectrum will buy out my contract and charge me less for more, and actually send someone out that does an install correctly.
Tyler: I apologize for the inconveninece. I can help you with that.
Me: I just found out I lost my HD channels and you want 10 more dollars a month for HD even after my price went up just to have U-Verse and not have a dish on my new roof.
Me: What exactly is my motivation here.
Tyler: I do understand your concern as per the policy we need to add HD package separately.
Tyler: Would you like to add the package now?
Me: Did you read a single thing I have typed?
Me: I am already paying more for less and you want more money for terrible service?
Tyler: I am sorry to know that.
Tyler: Since the services are not working, shall I schedule a repair technician to check and resolve it?
Me: are you serious?
Me: read the chats
Me: nothing is broken
Tyler: Would you like to add HD channels or services are not working?
Me: neither
Me: thanki you for your time. I am leaving att for good now
Tyler: I am so sorry to know that, I understand it is not a good time.
Tyler: You can chat back with us or reach us via phone at 1800-288-2020.
Me: You dont even understand what I am saying
Tyler: Let me schedule technician appointment first then check for the HD channels.
Me: Give me to someone that speaks english as a first language or I am cancelling with ATT as soon as I line up Spectrum
Tyler: I am really sorry, we unable to transfer this chat.
Tyler: Please call 1800-288-2020.
Tyler: Is there anything else I can assist you with?
Me: Yes, transfer the chat
Tyler: We unable to transfer this chat, we do not have an option to transfer this chat.
Me: How is that possible?
Tyler: This chat have reached maximum tire in chat.
Tyler: Please call the number I have provided above you will able to speak to onshore support.
Tyler: Is there anything else I can assist you with?
Me: So this is the best ATT can do? This is so bad I think it could be a breach of contract
Tyler: So sorry, we do not have an option to transfer this chat to Onshore agent.
Tyler: I would request you to call the number they will be able to help you with your concern.
Tyler: Is there anything else I can assist you with?
Me: Is there anything you can assist with? This was another huge waste of time.
Tyler: I can help you to schedule a tech appointment if you have any issues with the services.
Me: I am not sure I want to waste anymore time with ATT. This is a bad joke.
Tyler: I am really sorry to know/hear about this.
Tyler: If you can give one more changes to At&t - We will ensure that all your problem is fixed.
Me: Why on Earth would I believe that after this?
Tyler: We do have best techs with At&t who has been working for At&t more than 10 years - I can send out a best tech to fix this problem.
Tyler: Can we get one more changes from you?
Me: There is no best tech. How could you promise that?
Tyler: I am sorry - We do have best techs with At&t, I can put notes to dispatch team & Get a best tech for you.
Tyler: Will it work?
Me: I dont want to deal with it after this. I will find another company. This is surreal.
Tyler: I am really sorry to hear this from you.
Tyler: Are you planning to cancel the internet service?
Me: Not until I line up another company, but I will be soon
Tyler: I feel really bad and we are missing a good customer who joined with At&t family few months before.
Tyler: I am also checking, if you are under any type of contract.
Me: They will buy it out. Other companies actually want me as a customer
Tyler: I am really sorry & I do see that you are under contract from 8/6/2019 to 8/5/2020
Tyler: If you leave the service before 8/5/2020 - There is a penalty.
Me: Your point here? Basically threatening me now.
Me: This is a joke
Tyler: I am sorry - I am not trying to threatening you.
Tyler: Since you are in contract period & you might need to pay penalty - Since you have used the service for 3 months therefore you will be charged on pro-rated basis
Tyler: As I am from tech support team & I am share very basic details to you at this time & they are very true.
Tyler: I would request you to talk to our retention team at 800-288-2020
Tyler: They will help you with the best resolution & They will make sure that you are comfortable.
Tyler: Let me know, if you have any other questions or classification.
Me: No, I am finished
Tyler: Thanks for your time & Have a great day!
Tyler: Thank you for choosing AT&T. We appreciate your business. Have a great day!

ACE - Expert

 • 

26.1K Messages

4 years ago

So did you call Spectrum and are they going to buy out your contract?

Tutor

 • 

4 Messages

4 years ago

Yes, contracts up to $500 for TV and Internet.

Not finding what you're looking for?