Customer service issue
I have been with AT&T for over 11 years and have seen customer service go from outstanding to the worst I've ever seen with any company. First of all every time I have called in (which has had to be over 20 times in the last 3 months to get my phones and billing straight) I have had to be transferred a minimum of 4 times with a maximum of 14 times in one phone call. I can not understand why each representative (especially supervisors) in your customer service department can not be trained to handle, have access, and authority to access an account in a single call. That's not counting the 9 times I was disconnected while being helped or transferred. Most of your employees are very friendly but NO ONE can solve a problem without having to go to someone else. The last time I called in about a faulty phone still under warranty, It took 3 days of calling in with an average of 2.5 hours each day and so far I have talked to and explained the problem to 26 (no and the issue is still not resolved. I realize that AT&T/Direct TV is a very large company, but loyalty to said companies should be valued not penalized. Combined my bill is between 250.00 and 300.00 per month which I guess is not of much important to you. I used to tell everyone AT&T was the best cell phone carrier, even if it is a little more expensive than other companies the customer service was worth it. Boy, I have had to eat my words for sure. Customer retention is definitely not a priority anymore for sure! I hear Verizon, Sprint and T-Mobile want new customers maybe I'll see if any ONE person can help me there....