Has anyone else been treated this poorly by AT&T Customer Service?
Ohhh I was furious this weekend.
I call AT&T on Tuesday 04/08 to get high speed internet. I ask for cable internet and am told that is what I am getting. Okay cool. It was to be installed on Friday 04/11 by 8pm. I get the modem...it's DSL...so Strike 1.
8 pm rolls around, no installer...so I call the customer "service" to ask if the install was done.
The garbage begins...
The rep interrupts me to tell me it's a self install and goes off on her script. I explain that I understand that and I was asking if my service was turned on by the installer who was going to show by 8pm to turn the service on outside/at the box/whatever, as I was told.
I am told that she understood my question and goes off on her script again. I interrupt to tell her that an installer was to come to do the outside hook-up and the self install was the indoor stuff, which I was fully ready to do on my own. She repeats herself and when I repeat MY question she hangs up on me.
I call back...I start to talk about how I was hung up on, get told that it was a self install and guess what...I get hung up on.
I call back...I ask to speak with a supervisor, placed on hold for approx 8 minutes and then hung up on.
I call back... demand to speak with a supervisor...get put on hold...for 20 minutes...then told there is no supervisor (lol) and am told I will be transferred to another department. I ask to be warm transferred since I've already been hung up on a couple times. The representative assures me she will stay on the line until I reach a live person in whatever department I am being transferred to. Suddenly I hear someone breathing on the phone...and finally I ask if anyone is there and a guy goes "Yes"...I wait...no more response. I ask if I have reached AT&T and am told yes ...and then something clicks and he does his intro.
I explain my question. He begins to tell me it is a self install...I interrupt AGAIN and explain AGAIN and he tells me the outside install is done and I can set up my modem.
It's already been an hour so I wait until Saturday morning to install the DSL modem...and it doesn't
I try all hook-ups in the place, no dice. I try all the little tricks in the install poster, meaning I unplug it and plug it in again, and restart my computer.
I call tech support...who
I blow up finally and get a supervisor. I explain, yet again, what I have had to deal with as a new customer. The supervisor cooly goes 'uh huh' as I speak and doesn't really respond, nor even apologize.
He tells me they have no record that anyone came out to do the outside hook-up or that I was even on the schedule.
I demand someone come that evening. Suddenly he sees the order on Friday and says that the tech was out and turned on my service. I tell him it's not working, and that they will send someone out, that day, and get it fixed.
I am told that a tech will be sent.
An hour later I get an automated call telling me that the tech was scheduled to come out but...and get ready for this...for the next day.
So I call back AGAIN and am told there is no way to get a tech out to us. They had an appointment set up for me the same day, but canceled it. No notes or anything about why. And my request for a tech is refused. I tell them to schedule it for Sunday evening then. We hang up, I get my automated call, whatever.
Sunday rolls around...we get the tech out...turns out nobody did the hook-up so no matter what I did it wouldn't work. The tech lied about coming that last Friday. The tech turned the service on, I got the modem thing all done, we finally have service.
..the icing on this poo cake? The signal is terrible, the google home page takes an age to load and you can't even watch a short YouTube video. My cellphone actually has a faster connection.
I am a brand new member to AT&T, not even a week old, and have already been treated like trash, been lied to, and talked to like I am stupid.
I have 24 days left of my 30 day cancelation period to decide if this is worth it. At the moment it's not and Comcast is looking better and better.
Just a rant, sorry 😞