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.
osalzman
Tutor
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7 Messages
6 years ago
@lizdance40 Thanks but the source of my frustration with ATT is the fact it took me 5 hours to process the upgrade. This is an ATT site and it is clear they don't monitor or care for their loyal customers. I have no issues with anyone who is trying to help, not even the poor agent who spent 50 minutes trying to complete the upgrade... its complete lack of management and leadership oversight. I don't blame the staff, I blame the leadership.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
6 years ago
The bad thing is the rep helping you may have had no choice when to go-to lunch.
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osalzman
Tutor
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7 Messages
6 years ago
That might be the case, and lets say he had to go to lunch, no issues, where is the transition to a new agent? where is the manager to oversee the process... basic 101 management
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WoodrowCall
Contributor
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1 Message
6 years ago
Unfortunately, this type of 'service' is common. Sadly and alarmingly, if you are honest with your self, you will realize this is not an AT&T issue - it's a SOCIETY issue. People with poor skills and bad attitudes are EVERYWHERE - Verizon, USPS, Wal-Mart, Home Depot, Men's Wearhouse, Denny's, McDonald's, Macy's, UPS, the list is endless and it is because all the companies know how to market, but thier managers and supervisors are poorly trained and ill-equiped to lead by (good) example. These people who cause others fits don't really want a job, they just want a paycheck and, without accountability, there is no sign of improvement. Things will improve when personal pride in quality is re-established and consequences for poor performance are enforced. Until then, railing at AT&T and the others is useless. They know they have a problem. They know their service sux. They just hope their competitors are worse.
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Anthony.Dukes
Guru
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382 Messages
6 years ago
Customer service is a lost art. Used to an employee would get fired for treating a customer badly. Now it's just a big joke to a lot of customer service reps. But it's the world we live in now. SAD!
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formerlyknownas
ACE - Sage
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110.7K Messages
6 years ago
@WoodrowCall
@Anthony.Dukes
ATT problem goes deep. The lack of training on the products and services baffles me. I hear employees go to school before they go to work.
I came into ATT knowing more than the man who signed me up, mostly thanks to this forum and Verizon forum.
Fellow customers are the best resource.
That said... T-mobile in store reps and others that have public contact are the cream of the crop. Randall should vist the ATT and then the T-mobile stores near me. Then tell us which store he want to go back to.
The ATT stores are like the ER. Cold. Where’s your ID. Triage.
The T-mobile store was like a family gathering. Come in! What can we do? This will work!
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Susanlong827
Contributor
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3 Messages
5 years ago
Me: Sheldon K-Supervisor: This is NOT what we signed up for as this is crooked and fraudulent on AT&T. We signed up for unlimited data, unlimited text, unlimited talk without reducing speed of data.
Sheldon K-Supervisor: I am so sorry for the trouble had I been at your place I would have felt the same.
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GLIMMERMAN76
ACE - Expert
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23.8K Messages
5 years ago
@Susanlong827
yeah its ATT's fault your don't know the meaning of unlimited... Unlimited is no overages... ATT says in the terms of service they don't guarantee speeds. Heck wireline providers say that.
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QuarryRye
Master
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3.2K Messages
5 years ago
If you reviewed the terms of the unlimited plans on the website when you signed up, you would have seen (in admittedly smaller print) "AT&T may temporarily slow data speeds when the network is congested." AT&T also sends out notifications when you get close to the point where they start managing your speed. The days of unlimited data without restrictions went away almost a decade ago, and they're not coming back.
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formerlyknownas
ACE - Sage
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110.7K Messages
5 years ago
@Susanlong827
Yes, it’s is. You just didn’t actually READ what you signed up for. There is no carrier tha doesn’t have limits on the unlimited data plans.
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