Announcements

For the latest on our response to Coronavirus (COVID-19), click here.

Contributor

 • 

1 Message

Tue, Apr 10, 2018 5:38 PM

How do I get in touch with a regional manager?

I was able to get my problem resolved with the excellent 1800 customer serivce but I was very disappointed with the service I received at the store in Pensacola, fl. This is not the first time I have had poor service at this location. I get great service with all other at&t places in town but at this location the staff are only interested in selling products but dissappear, roll their eyes, have an attitude, and refuse to help resolve issues. This leads me to believe that it is the store management that is allowing this behavior to continue. But when researching how to contact the regional manager because the store manager was on "conference call" both days I visited, I was unable to find the information. 

I find this eye opening. I work for an organization where the manager, director and CEOs names are readily available to anyone who wants it. And it is on the information is posted everywhere. I just wanted the individual who is responsible for training these particular employees to realize that the way those employees act speaks to how At&T feel about their customers. And from this experience I gather that AT&T is very interested in selling products but if there is a problem no one is willing to take responsiblity to help the customer and they dont really need to retain customers. AT&T has so many customers what does it matter if one gets mad and leaves.  

Responses

Brand User
ATTHelp

Administrator

 • 

114K Messages

2 years ago

Hi @sccrjocs,


I am sorry you had this experience with AT&T. I am more than happy to check into this for you!


I definitely understand how important it is to have your issue resolved professionally and with the utmost efficiency.  We definitely want to make sure your future experiences are the best. I am going to contact you via private message so I can give the best help with this issue. Please keep an eye out for this as it will show on the upper right corner of the screen.


Have a great rest of your day!


Geovanni, AT&T Community Specialist


Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

a year ago

Recently (1 Dec 2018) I purchased the Direct tv now streaming service, which was installed and worked OK for 4 days, I lost power and when the attempt was made to sign back on to the "Direct Now site ", the site would not and have not accepted my sing in ID and pass code, I contacted the person that installed the equipment, also the local ATT store and do not feel that I am getting much cooperation, in the mean time I am paying for a service that I cannot Access.

I need a solution to this problem

 

Thanks

Contributor

 • 

2 Messages

a year ago

Where do I start? 

My wife and I recently switched from Verizon to AT&T and it was the biggest mistake we’ve ever made. 

We went into an AT&T store twice before actually switching our service and we were quoted the same price for our bill both times. We lost a little data to switch but since the price was so competitive and we wanted new phones it seemed worth it. When we went to get the phones they were out of stock so we went to the apple store to buy them. We had to jump through a few extra hoops but it was worth it to not have to wait several weeks to lower our bill AND get new phones. We called AT&T to make sure our bill was set up correctly after leaving the apple store (employer discount, auto pay ect). We were told that they couldn’t confirm the total monthly bill because of prorations and such but it should all be normal within a few months. No big deal.... I called back after a month or two and had the final price of our bill confirmed a THIRD time and asked the employee that I spoke with to notate the account about what the monthly bill would be going forward. 

We’d received a conflicting Answer once  before speaking with this employee but since it was the third time hearing the same price as the first two quotes I had full confidence in it but my gut told me to have her notate our account. 

When I revived my third or fourth bill (well after the period that you can cancel service) it is $40 MORE a month than we were originally told. I spoke to the retentions department and after going around and around with them for two hours they couldn’t help me. The person I spoke to was nice but couldn’t actually help me. He came up with the original bill at first then ended up finding the error that was made by everyone. He admitted that it was their mistake and not mine. He told me to write a letter... after me telling them no they directed me a website that doesn’t exist. They then told me that they would submit a claim on my behalf to the billing dispute department and that I would hear back in 2-3 business days. This was right before Christmas so I gave an extra few days for them to reach out to me. Eventually I called back and was told that there is no such thing as a billing dispute department. I was also informed that per my last conversation (notes on the account) I was advised that my bill was correct and an error was made giving me the price previously. I can guarantee that’s not how the conversation ended. The employee I was speaking with told me my best luck would be with the promotions department. She connected me... after speaking with them for some time and finding no resolution to the issue I was magically disconnected. No one called back even though I was assured that if we got disconnected they would. 

I’d FINALLY had enough. 

Obviously I was getting nowhere after over four hours of fruitless conversations with call center employees. 

 

I figured I’d just speak to someone with a direct line so that when I hang up the phone I can call back and not have to re-explain this saga for the 100th time. I called the store manager (Where I received my original two quotes) directly and left a voicemail. Again I gave him a few days to respond. I left him a second voicemail this morning and still have had no response. 

 

AT&T is the most crooked company I have ever dealt with. I’m not asking for much. I just want my monthly bill to reflect what I was told on three different occasions. 

I can’t cancel my service and go back to Verizon because the time has passed and I was rudely informed that it would “be too expensive” by an employee. I was with Verizon for several years and never once had a billing issue and will be switching back as soon as I am able unless there is someone at this company who knows how to treat customers. I have not encountered them yet. 

 

Why would I switch my service to get worse reception with less data for more money and poor customer service?

Contributor

 • 

2 Messages

7 months ago

I changed my TV service from ComWORST to DIRECTLY TAKE YOUR MONEY.  The AT&T store did the paperwork quote, scheduled the install and then after the first bill came a week after sign up things started going wrong. the wrong package was not on, no big deal to just change right?  WRONG, they changed it and instead of it costing me $5 more they charged me the full price NO PROMO like I signed up for in the store.  Now TWO MONTHS latter they are still overcharging me and threatening to disconnect my service TODAY.  REALLY!!!!

 

New customer, quoted current special (I have quote sheet and first bill), then 5 more bills in three weeks changing my billing and pricing.  Oh and where are the special incentives also on my worksheet.. missing of course.  this is fraudulent/misrepresentation and not the best initial customer service.

Constructive

Employee

 • 

8.1K Messages

7 months ago

did you call them back and explain?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

2 Messages

7 months ago

each time I got a new bill and even today when I got a letter of disconnect, the 800 representatives who I can barely understand search and search and then say they can do nothing and ask me how I want to pay.  I have called again today and asked for a person higher than the call center level to fix it, I have ALL the paperwork and the AT&T store worksheet.  I will take to the media (KING5 and KIRO7) to report and fix if not fixed by tomorrow. I dont need this headache and another 10 hours lost on the phone

Contributor

 • 

2 Messages

6 months ago

Does anyone find it peculiar that a company that serves the public makes things like contacting a Regional Manager akin to winning the lottery? When you have experienced a serious problem it should be easy to find such contact numbers. 

Contributor

 • 

2 Messages

6 months ago

I find it highly peculiar that one of the biggest telco's in this country that has made its fortune off consumers and yet they make it impossible to get in touch with anyone on the executive level.  How is anyone to contact a Regional Manager when they make as difficult as pulling a tooth? May someone please advise how I may find the Regional Manager for Southern California? 

 

Thank you. 

MicCheck

ACE - Expert

 • 

8.7K Messages

6 months ago


@ramprateops wrote:

I find it highly peculiar that one of the biggest telco's in this country that has made its fortune off consumers and yet they make it impossible to get in touch with anyone on the executive level.  How is anyone to contact a Regional Manager when they make as difficult as pulling a tooth? May someone please advise how I may find the Regional Manager for Southern California? 

 

Thank you. 


If it was easy to contact "executives," then all of a sudden everyone would think their problem should be handled at that level. In most cases, people who aren't easy to get in touch with aren't in customer service at all. 

 

If calling customer service or visiting a store hasn't solved your issue, file a BBB complaint. The Office of the President will usually respond to those complaints. 

Award for Community Excellence 2019 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.
Constructive

Employee

 • 

8.1K Messages

6 months ago

@ramprateops 

Those numbers or emails are not publicly available  you have to call in and get who you get, its against forum rules to  provide any company email or phone number other than an 800 number

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

2 Messages

3 months ago

I am having the same issue from Brooklyn NY. I need to speak to the boss of the manager of a store in Brooklyn. Please let me know how to get this resolved

AT&T TV – All Your Entertainment In One Spot.  Learn more…