How do I share the abhorrent Customer Service I received??
I wanted to share an experience I had with the initial Customer service rep who signed me up last week.
I had enough of the gouging I was getting from Verizon. I was with them for 20 years.
I saw “ads” claiming that AT&T would not only give clients new phones but would pay off devices and have lower monthly costs.
I called the AT&T number listed online.
A woman answered saying she was there to help me get my lines transferred.
It was EXTREMELY difficult to understand this lady, guessing she was from India.
She got snappy when I asked her repeatedly to repeat what she was saying.
When I asked about AT&T paying off devices, she said I must pay off everything before we proceeded. She was insistent. So, I paid them off on the spot.
I inquired about the trade-in values of both phones. She took the complete info down which took nearly 20 minutes to complete.
She was terse and didn’t make me feel comfortable.
After nearly an hour of being on the phone with her, she transferred me to a lady who was required to make the change.
She was very pleasant and easy to understand.
I mentioned how hard it was to understand the person who was helping me, the lady from India must have heard me say it.
She must not have liked my honest comment because there were issues to deal with a few days later.
We received our phone quickly and was able to set them up.
Fast forward. I haven’t been able to log into my online AT&T account so I need to call Customer service once again. Once again, got a man who was extremely difficult to understand. He was nice but very hard to follow him. I mentioned during the call to please transfer me to the technical department as he was not a troubleshooter. He refused and ran me through a bunch of steps I had already done to try to get into my account. He made me clear my Cashe which removed all bookmarks for all my emails which is a PAIN to reset.
Nothing helped, he could not get in either.
He finally said he was creating a Ticket Reference which would take 3-5 days to have someone call me.
I inquired about why there were no return shipping boxes for the 2 phones we were trading in. He said it was NEVER put on the work order.
I was fuming at that point. The man suggested taking it to an AT&T location and having them ship it. I just spent another hour on the phone.
Now, I will have to drive nearly an hour away from my home to do this.
This whole experience has soured my taste in AT&T.
Hopefully, my Veteran’s discount will be approved ASAP and my monthly bill will come down substantially.
Opinions are cheap, as well as a person’s account about what happened… my advice is to listen to the recorded call of our conversation to get an unbiased listen.
Feel free to call me regarding my experience, having run a call center, I can tell you what quality customer service means.
You have my number on file