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marcindublin's profile
marcindublin
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Guru

 • 

416 Messages

Mon, Dec 29, 2014 4:45 PM

Does AT&T enjoy torturing their customers.

Called a few weeks ago to change my plan. Spoke to retentions. Got a great deal!

 

Unfortunately, the great deal isn't reflected online or in any paperwork. Did they forget? Called to find out what happened.

 

1) Called 800-288-2020. Holding for 10 minutes. Person who answered finally said I had to call 877-920-0388

 

2) Called 877-920-0388. Holding for 5 minutes. Person who answered finally said they would get Ohio Rep on the line. After holding 5 minutes, I'm redirected back to original 800-288-2020 prompt.

 

3) Holding for 15 minutes while entertaining myself writing this post.

 

The same thing happened when I changed U-Verse service 4 months ago - took 8(!) phone calls before they finally got it right. I don't get it. Given the number of similar stories all over these boards, there must be some systemic back-end billing/plan change problem where changes are simply lost - over and over again. I would imagine this would be as frustrating for AT&T as it is for their customers.

 

 

mibrnsurg

Expert

 • 

20.4K Messages

7 y ago

@marcindublin Would've been easier to come here and send a PM to ATT Customer Care to check on your retention deal. 

 

Worst day to call today, Sales/CS have been closed since 12/24 and everybody is calling. Smiley Very Happy

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Tutor

 • 

4 Messages

7 y ago

Exactly why you sould cancel ATT and services and go with a different company. I have been with ATT 15 years and am done with them. They lied to me about Uverse rates and have been overcharging me for years for their 2nd tier service. Absolute nightmare geting any type of service. A big company will only respond by a message of customers going to another source for service. I encourage you to do so. It will definitely be cheaper. 

mibrnsurg

Expert

 • 

20.4K Messages

7 y ago


@percatap wrote:

Exactly why you should cancel ATT and services and go with a different company. I have been with ATT 15 years and am done with them. They lied to me about Uverse rates and have been overcharging me for years for their 2nd tier service. Absolute nightmare getting any type of service. A big company will only respond by a message of customers going to another source for service. I encourage you to do so. It will definitely be cheaper. 


What's the matter, think we can't read your first post?  If you'd dealt w/ATT Uverse/Customer Care here it would have been different. Smiley Very Happy

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

marcindublin

Guru

 • 

416 Messages

7 y ago

Chris -

 

You are so right, and I really do feel for the reps that have to take these phone calls, but none of this should have been necessary. If you make a call and change your plan, your plan should stay changed. With both U-Verse and AT&T wireless, the reps had to go through the notes of previous calls, try to figure out what happened, reapply whatever changes should have been made and then make sure they didn't hurt anything else in the process.

 

I really believe that if AT&T could get their act together at the time of the initial call, so many of these followup phone calls could be avoided.

 

 

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