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Tutor

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1 Message

Tue, Nov 1, 2016 1:01 PM

Customer Service Feedback

I had a terrible expereince with a customer service rep. I have called and used online chat with several different companies, never had a rep yell at me and hang up. If you chose a person like that to represent AT&T, I'd rather find another option. Do you record calls or ever listen to them? 

 

I called in twice after that to leave feedback, I was told a supervisor will callback. It's been 4 days, this is my third and final attempt to give this feedback.

 

I certainly feel that no one at AT&T wants to hear the feedback or even listen to the call/language that was used aganist me.

Responses

Brand User
ATTHelp

Community Support

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140.2K Messages

4 years ago

Hi @novustiro!

 

Thank you for reaching out and bringing this to our attention! I definitely apologize for the rude behavior that was displayed to you by our employees and understand that distrust in the company can arise because of situations like this. I would like the opportunity to make it right!
 


AT&T does record all calls and interactions with our customers. Did you happen to collect the agent’s or the manager’s information on the phone? We take matters like this very seriously and want to provide proper feedback on those employees regarding the type of behavior you received. We don’t want this type of treatment to continue and want to make sure that you as well as our customers are treated with the highest amount of respect. This is certainly not the type of negative treatment we want our customers to go through regardless of where they are carrying out their business.
 


Please send us a private message with your full name and the best phone number we can reach you at your earliest convenience. I would like to look into this matter further for you as soon as possible so we can reach a resolution!
 


Once again, we thank you for bringing this issue to our attention and I will certainly take care of this!
 


Thank you once again for providing us with your feedback! Take care and I look forward to hearing from you soon! Have a great rest of your week!

 

 

Anabel, AT&T Community Specialist

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New Member

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4 Messages

ATT charged my account with charges that I didn’t authorize nor made. Some bogus international calls that were a “ glitch” , but I believe att is scaling their customers and conducting an illegitimate business . They are hard to reach, I called numerous times requesting to speak with executive relations and can’t get through. Of course it’s set up to discourage any intelligent or determined customer ready to argue with them or expose their scam from doing so . Horrible service. Horrible experience. Horrible company

Contributor

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1 Message

4 years ago

I just wanted to say that I called with a data issue on my new iPhone 7 and Leo was fabulous. He fixed everything for me  thank you so much Leo...

Contributor

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2 Messages

4 years ago

I don't usually take the time to write reviews, but I had a great experience with AT&T recently.  My mother passed away a few months ago, and I needed to figure out how to get my own account and settle hers.  I thought it would be a little difficult since we were on a family plan, and though it took a while, all representatives I spoke with were incredibly helpful. The first time, Jose from the Transfers department listened, explained the process I would have to go through, and transferred me to the Billing Department.  At that point, I talked to Germaine (hopefully spelled that right?) -- one of the best customer service representatives I've ever spoken even in compared to other companies.  He acknowledged the sensitivity of my situation, verified what Jose said (letting me know that your policies are understood even across departments), talked to other departments to close my mother's account and end it at the right time, while my own plan would start up on the correct day with something more appropriate for my needs as a user.  

 

I called back this week to check on some of the changes and get another representative to explain all the actions taken.  They were able to spell it out very clearly, none of which was contrary to what Germaine explained to me.  I appreciate the competence and efficiency of everyone with whom I spoke. 

Contributor

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1 Message

3 years ago

I no longer want to continue my AT&T contracts for 2 IPhones and 1 IPad.  I've had these contracts for close to 5 years. I have moved on to other devices so I want to end my contracts with AT&T now.  I have attempted to do just that making 3 phone calls today but have been unable to be complete this action.  IAll 3 phone calls were disconnected by the AT&T representatives I was speaking with before that business was completed. What can I do about this?

Contributor

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1 Message

3 years ago

Horrible horrible service . My technician was great but all of ATT dealings prior was the worst service I have ever experienced . Took @2weeks to tansfer a phone line and connect new internet service .  Would hv stayed w Comcast had ATT not had a monopoly on service in this complex. Worst than the  third world and this was in energy corridor of Houston ... hardly considered rural! 

Teacher

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22 Messages

2 years ago

New slogan for ATT: “Damaging your world”

 

Maybe ATT’s new slogan should be “Damaging your World”, instead of “mobilizing your world”. 

 

Not long ago ATT dug up my yard to put in new “GIGA” lines. They hired a disreputable local Kansas City company called “Lantel” www.lantelkc.com to do the digging.  During the digging, Lantel smashed a major water pipe in my yard. The careless digging caused Thousands of dollars in damage. 

 

So I called ATT...right? After 20+ attempts to get an ATT decision maker, I realized they don’t want to talk to customers. All I was asking for was for ATT to do was to help repair the damage their subcontractor caused my property.  ATT suggested that I call their claims company Sedgwick

 

After a long attempt to get someone at Sedgwick, I was told call Lantel directly. When I called Sedgewick, I was told I needed to talk to their Lantel, VP Scott. Scott not return any of the 10+ calls I made to him.  After months of no luck with Scott and Lantel, I went back to ATT.  

 

Now I know why. Like roaches in the night…..they run when a light is on them.

 

I spoke to 4 different people at Sedgwick, (One of them was Steven- VP 1-860-593-3952) and after months…nobody brought results. Sedgwick ultimately said that they are not “authorized” to make a decision. Just today, Lupida at Sedgwick told me that ATT was not liable as they didn’t do the work. Lantel did.

 

ATT’s loser subcontractor Lantel www.lantelkc.com damaged my property Not me.  ATT hired Lantel….Not me.

 

Amazing what ATT will do to avoid paying what they owe.  They are content to be “Damaging your World”

 

Stay away from ATT…… they won’t “MAN UP”.

 

MicCheck

ACE - Expert

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9.1K Messages

2 years ago


@timschaefer wrote:

New slogan for ATT: “Damaging your world”

 

Maybe ATT’s new slogan should be “Damaging your World”, instead of “mobilizing your world”. 

 

Not long ago ATT dug up my yard to put in new “GIGA” lines. They hired a disreputable local Kansas City company called “Lantel” www.lantelkc.com to do the digging.  During the digging, Lantel smashed a major water pipe in my yard. The careless digging caused Thousands of dollars in damage. 

 

So I called ATT...right? After 20+ attempts to get an ATT decision maker, I realized they don’t want to talk to customers. All I was asking for was for ATT to do was to help repair the damage their subcontractor caused my property.  ATT suggested that I call their claims company Sedgwick

 

After a long attempt to get someone at Sedgwick, I was told call Lantel directly. When I called Sedgewick, I was told I needed to talk to their Lantel, VP Scott. Scott not return any of the 10+ calls I made to him.  After months of no luck with Scott and Lantel, I went back to ATT.  

 

Now I know why. Like roaches in the night…..they run when a light is on them.

 

I spoke to 4 different people at Sedgwick, (One of them was Steven- VP 1-860-593-3952) and after months…nobody brought results. Sedgwick ultimately said that they are not “authorized” to make a decision. Just today, Lupida at Sedgwick told me that ATT was not liable as they didn’t do the work. Lantel did.

 

ATT’s loser subcontractor Lantel www.lantelkc.com damaged my property Not me.  ATT hired Lantel….Not me.

 

Amazing what ATT will do to avoid paying what they owe.  They are content to be “Damaging your World”

 

Stay away from ATT…… they won’t “MAN UP”.

 


So...Lantel caused damage and Sedgwick denied your claim. How is AT&T the bad guy in your mind? Did you speak with Lantel or their insurance company?

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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22 Messages

2 years ago

New slogan for ATT: “Damaging your world”

 

Maybe ATT’s new slogan should be “Damaging your World”, instead of “mobilizing your world”. 

 

Not long ago ATT dug up my yard to put in their new “GIGA” lines. They hired a disreputable local Kansas City company called “Lantel” www.lantelkc.com to do the digging.  During the digging, Lantel smashed a major water pipe in my yard. The careless digging caused Thousands of dollars in damage. 

 

Simple enough…..just call ATT...right? After 20+ attempts to get an ATT decision maker, I realized that ATT senior managers will not talk to customers. ATT customer service suggested that I call their claims company Sedgwick.

 

After many attempts to get someone at Sedgwick I succeeded. I was told call Lantel here in KC directly.

 

-I called Lantel, I was told I needed to talk to their VP: Scott. I tried……….Scott did not return any of the 10+ calls/messages I left for  him.  After months of no luck with Scott at Lantel, I went back to Sedgwick.

 

I spoke to 4 different people at Sedgwick, and after months…nobody brought results. Sedgwick ultimately said that they are not “authorized” to make a decision. They finally told me that ATT was not liable as they didn’t do the work. Lantel did.

 

Bottom line: ATT hired Lantel….Not me. ATT hired Lantel….Not me.

 

Can you believe this? Stay away from ATT…… they won’t “MAN UP”.

 

ATT not accept responsibility for the damage the company they hired to work on my property…..Pathetic

 

ATT “Damaging your World”

Contributor

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1 Message

2 years ago

Horrible horrible service .This has been one of the terrible customer support experience i have ever dealt with. They took 2 weeks just to transfer a phone line and now I was being charged for $150 on phone installment which wasn't mine and which i wasn't using and no one can help me. All they told me is to pay the installment charges there is nothing we can do. No one knows what they are doing and i have talked with almost 7 customer representatives and everyone are trying to skip their jobs.

 

Its shocking how att was one of the best in wireless network.

 

I agree on ATT “Damaging your World”.

Contributor

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1 Message

a year ago

I had an ATNT sales rep named Anothey [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.] come out and actually cancel my home phone and cell phone service. He told them that he was me. This is illegal. I wanted to get new cable service, internet and cell service. I ordered a cell phone and service. He checked my credit and said it was so good that I could get 20 phones because my credit was so good! A week later I received a letter saying due to my credit my phone ordered was not processed. So I have been with out a home phone and cell phone and missed important doctors calls because of this. Anthony said he would be my personal service rep, and that I would not have to call in and talk to a person in another country. I never said I had a problem with that but he assumed I did. When I tried calling him and working out the problem he did not answer his phone. So I texted him and he gave me a generic answer. He has not answered and calls or texts since. I told him I would go to corporate office if I had to and he never replied. Aparently ATNT odes not let you make your own complaint or call the corporate office. Another rep had to handle it. This is after 4 attempts over the phone and personally walking in to the store with no help. Hopefully the rep I called today has helped and made a report. I hope this guy is reprimanded for his actions. He makes the company look unreliable. He was training a girl that day and I think he could have been a better example. 

Contributor

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1 Message

a year ago

HORRIBLE HORRIBLE HORRIBLE SERVICE!  I used to love att cable. recently we decided to add att again and a support agent came to our doorstep and initially gave us a good deal to switch our phone lines as well. Keep in mind i had been with verizon for years and loved them but were still a bit pricey. Its been 5 weeks and the phones are still not paid off. On top of that the rep hasnt answered calls or texts. We went to the store and contacted the manager for this in home support. Now according to her its my fault that the line didnt switch over because my phone number was not included in the device payment because of a cross upgrade with verizon. She stated i never told her that when she should have verified the paper work. How was i supposed to know this would present an issue? I am so ready to take this to higher and higher management. She is nothing but rude and just wanted to get her check for making us switch over. 

 

Im ready to move back to verizon!!!!!!!

ATT needs to make this right !

Contributor

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1 Message

a year ago

I had a great experience today with a young man who made a service call at my sister's home. He had the problem solved in less than twenty minutes  and got our internet and TV working fine. I was so pleased. Kudos!!!!

Teacher

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22 Messages

a year ago

Dear ATT,



Maybe *your *new slogan should be *“Damaging your World”*, instead of
“mobilizing your world”.



I am a long term ATT (10+ years) customer with cable, mobile, and internet.
Not long ago ATT performed digging in my front yard for the ATT GIGA lines.



Since then, I have had serious problems with a drainage pipe that flows
from my sump pump pit to the street, and I didn't know why. This exterior
sump pump drains out excess ground water from an underground spring in the
back yard near my pool, to the street. When this doesn't operate properly,
water fills under my pool liner, disrupts the underlayment, and creates
numerous raised creases (See attached pictures). It now has to be replaced.



Recently when the area backed up again, I hired a company to find out where
the apparent obstruction was. They found it. You can see from the attached
pictures that the pipe damage is exactly where the ATT cable was laid. That
path broke my Sump pump line, and that sump pump has been backing up ever
since.



I have tried both of the numbers you listed. ATT is nearly impossible to
get a hold of for help. The lack of service by ATT makes my stomach turn. I
would love any advice on how to get a senior ATT Manager the line.



So I will tell you what you did by email: THE Damages caused by the pipe
that ATT accidentally smashed:



-The sump pump electrical from water back up paid in 2017- $524.70

-The problem exploration company who identified the problem and fixed the
pipe- $365.00

-The sump pump electrical from water back up paid in 2018- $825.00

-Resculpting of my pool floor and new liner 2018- $5215.70

-TOTAL $6930.40



Bottom line: ATT hired Lantel….*Not me. *
ATT



*ATT not accept responsibility for the damage the company they hired to
work on my property…..Pathetic*



*ATT “Damaging your World”*


TROLLEDYOUSO

Guru

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561 Messages

a year ago

You cannot file a claim against AT&T by posting on a discussion board (or by sending an e-mail).

 

You always have a responsibility to mitigate your damages, so you should have gotten to the bottom of the issue as soon as it appeared. You can't just let it incur bills and damage property for years and then expect to be recompensed for all of it.

Teacher

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22 Messages

a year ago

##- Please type your reply above this line

If this is ATT, and you finally want to talk to me....bring it on.
--
All the Best,
*Tim Schaefer*

***@gmail.com
C-***

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

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