Tutor
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7 Messages
VERY POOR CUSTOMER SERVICE - SHAME ON YOU ATT
Update: Continue to be shocked and amazed.
4 hours ago I have contacted the Media Support on Facebook. A guy said he is very sorry and he is looking into the problem. I am still waiting for an ETA when he will complete looking into the issue... UNREAL! Verizon here I come!
SHAME ON YOU ATT!!
I was at the Jacksonville, Mandarin store today to replace the phone, what started as a simple process turned into an horrific experience!
2 hours at the store to figure out how to upgrade the phone, agent went to lunch during the process. Managers simply said: come back at a later date
2 hours on a the phone (6!!!! agents) to upgrade the phone, 3 disconnects, transferred between 4 departments!
1 hour on the phone to get to customer loyalty - spoke with 4 agents
this matter is disturbing, concerning and embarrassing to ATT. you should be ashamed!!! with the poor service at the store and customer care. No managers to speak to. Ridiculous compensation ($25???), complete lack of ownership. I demand a credible explanation of the issues and measurable compensation for lost of time.
formerlyknownas
ACE - Sage
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111.2K Messages
6 years ago
This is a customer populated forum, how are we supposed to know what went wrong with your upgrade?
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osalzman
Tutor
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7 Messages
6 years ago
No... are you kidding me with this question????
Are you an ATT employee? if so that explains the stupid question... if you are not and ATT employee I will forgive you.
The entire process was a mess, a cluster mess... (I don't want to use other words here), are you expected me to really think I need to provide any further explanation if the upgrade was successful or not after dealing with countless agents and managers? So yes, I got the upgrade after 5 hours.. the 6th hour spend navigating the dysfunctional ATT loyalty systems.
If ATT would bother reaching out to me to find out what is my account number i will be happy to provide it, but they better be prepared to present me with a signifacnt compensation
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Anthony.Dukes
Guru
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382 Messages
6 years ago
You can't demand money from ATT. That's insane. 😎
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osalzman
Tutor
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7 Messages
6 years ago
Let's start with having someone senior to call me an say they are sorry... not an agent (which i feel for them), someone senior. As for the money, we shall see... They really destroyed my weekend for a simple iPhone upgrade.
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sandblaster
ACE - Expert
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64.6K Messages
6 years ago
@osalzman This is a customer to customer forum, not customer support. Any employees posting here are clearly identified as employees. So no, no one here knows what went on with your upgrade other than the information you provide.
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osalzman
Tutor
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7 Messages
6 years ago
Here you go...
I was looking to upgrade my iPhone 6s to iPhone 8 Plus. At the store the system was locked and they couldn't figure out what's wrong with it.
Waited 2 hours, agent left for lunch and I had to start the process all over again. After 2 hours i left (fuming) and called the customer support which took another 2 hours and endless number of agents to process the upgrade.
one more hour spent navigating thru the loyalty agents...
More?
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Anthony.Dukes
Guru
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382 Messages
6 years ago
When an employee or administrator posts on the forum, it will show in the post under the user name that they work for ATT. ACEs are customers who have been recognized for helping other customers on the forums.
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osalzman
Tutor
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7 Messages
6 years ago
No disrespect to all the loyal customers who are helping other customer - thank you and I mean it. ATT need to get their act together!
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Anthony.Dukes
Guru
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382 Messages
6 years ago
Suggestion: Go to the envelope icon at the top of the screen and click it. Click "New Message" to start a private message. In the To field type "ATTCares". This is the customer care team. Describe what happened to you and seek a resolution. Hopefully that helps.
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formerlyknownas
ACE - Sage
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111.2K Messages
6 years ago
@osalzman Call ATT and ask why they are unable to process an upgrade on your line. This may have been annoying and frustrating, but certainly not normal. I don’t believe it was incompetence or deliberate.
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