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nieuwenboom's profile

Contributor

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2 Messages

Tue, Sep 6, 2016 4:41 AM

Where can I file a complaint through email

After having switched last week from Verizon to ATT&T with two brand new Note 7's, I was surprised about the recall days later.

I believe Samsung has made the right decision and ATT&T is dependant on delivery of the new phones.

 

I went online to see what options were given and chatted with one of the ATT&T reps. Very friendly conversation. I was offered a VIP appointment to swap our Note 7's. I was VERY specific and asked several times if there would be two new Note 7's ready to go. I was assured several times they would be.

 

Took the day off for it, drove to the store for the appointment. Only to find out there were no Note 7's and they had no real idea when they would arrive in the store.

 

I would not have taken time off nor drove all the way to the store if chat support had not assured me that we would get two new Note 7's today. 

 

Anyone have an idea where I can find an email address to file a complaint ?

kdfederer

ACE - Expert

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12.5K Messages

5 y ago

There is no direct email to AT&T. Your only other option is to private message @ATTMobilityCare with your concerns.

lizdance40

ACE - Sage

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89.5K Messages

5 y ago

The word is, "no Note 7 until the problem is addressed and resolved".   You can take home a loaner Samsung phone until the Note 7 is re-released.

 

I would say, while pleasant, the phone rep is not aware of the recall and the remedy provided by Samsung.

 

@GLIMMERMAN76 may have more details 

 

 

GLIMMERMAN76

ACE - Expert

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22.4K Messages

5 y ago

You should have realized that this is new so there will be hicups in the system.

 

What made you think there would be note 7's ready for customers days after a recall was issued?  It will take samsung several weeks to get phones in the states to replace all the phones that were sold.  2.5 million phones is a ton of silicon.   Now if samsung new about this a few weeks ago and started ramping up for a recall that is a different story.  But 70% of the phones made had bad batteries from samsung aig battery.  The others were from a chinese company.

Contributor

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2 Messages

5 y ago

@GLIMMERMAN76

 

When the rep told me there would be new Note 7's waiting for us, I thought that was strange. I was doubting whether Samsung would have had the opportunity to ramp up production and supply in such a short time. That is why I asked the rep multiple times if he was sure that the Note 7's would be there.

ML0815

Guru

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408 Messages

5 y ago

Hello @nieuwenboom

I apologize in the name of AT&T for the inconveniet situation. It is usually a painless and seamless experience.

I would recommend for a similar event in the future to call the store, to confirm the reason for your visit (in your recent situation, device stock/availability).

When a representative offers to help with an AT&T Retail store appointment, the customer receives an automatic notification with the appointment details via text/email. Included in the details are the store address and its phone number. If you are not able to access this information, you may visit http://att.com/StoreAppointment from any device. You could even change the appointment if you think you will be unable to get there as originally scheduled. Hope this helps in the future.

Contributor

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1 Message

5 y ago

I would like to express my disappointment from the unsatisfactory level of service I have been receiving from at&t. I have expected much more from a company as big as of your standard. Unfortunately, I can’t help but submit this complaint hoping for a fast and adequate resolution.
I am extremely disappointed, at&t has merged my account with Direct tv and since then it has been a nightmare, overcharged bills, discounts not apllied to the account, multiple accounts opened, payment not taken to the correct account, horrible customer service. I am currently waiting to here back from at&t on my overcharged bills and I will wait a week before I escalate this issue.

Tutor

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10 Messages

5 y ago

What is going on with ATT- they are having big problems with their customer satisfaction. Hopefully someone will get back to you with a resolution. We are not having any luck- basically telling us to switch carriers- which will be the next step. 

Contributor

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1 Message

5 y ago

After being a customer for years and years I had to cancel my celluar service back in August.  Before I cancelled I asked if there was a cancellation fee and was told no.  I recieved my bill and found two of my four lines were charged a fee of $62.00 each. Called a rep and explained the situation and was told there was nothing in the notes about being told no fees. (Of course you beleive the rep good customer service). I told rep that if I was told my contract ended 10/24/16 doesn't she think it would be stuip for me to cancel in August instead of waiting until October. The rep did say she would waive one fee. I said thank you and could I have an address to write and dispute the second charge.  Rep said would have someone call me.  As of today 11/1 no call. I saw today 11/1 that I was charged for both fees and called rep again.  Said that there was nothing they could do because I didn't accept the one waiver because I was disputing the second fee and it was too late.  The first rep never told me this and had I assume the one waiver was approved.  Now I know I should have read my contract for the termination date but when you ask a rep and they tell you no I assumed it was accurate. It appears the reps and ATT doesn't care about there current or past customers.  After all the years with ATT I will never use there products or service again.  I was also thinking about switching to Direct TV but I beleive they now own ATT.  Forget it I will suffer with Comast.  

Contributor

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2 Messages

5 y ago

As there is NO option for written complaints regarding customer "service", I am posting this here in hopes of ATT keeping the promise that was made and reinforced would be kept as detailed below:

 

 

To say that I am extremely disappointed and fed up with AT&T right now would be an understatement.  From broken promises to outright lies, I feel like the company has very little integrity and even less consistency.  

Confused and trying to understand the next program (especially since what I saw on may account differed from what ATT is advertising), I call your customer service line asking why there two different amounts showing on my plan ($320 aprox and $499)?  I spoke to Wendy who advised me that one amount is what we pay to upgrade the other is to own the phone.  Since an upgrade was enticing, I asked if the value the existing phone could be used towards that upgrade fee and was told yes (effectively making that around $85 out of pocket).  I asked if I understood that correctly (given the approximate value of the phone was around $250, she checked with a manager and advised, yes that is correct (but would depend on the value of the trade in).  Based on that, I left work early and went to the local company owned store to do the upgrade.  I was more than a bit disappointed when I was told that the upgrade fee ALSO required the turn in of the phone (and that value could not be used toward the fee).  I advised that was not what I was told when I called ATT.  I asked the rep (at a company store) to review the notes, they said that they did not have access (something I later learned is not the truth – lie number one). 

I promptly called ATT customer service back. I was advised that what the rep in the store told me was correct, but that since I was promised otherwise, ATT would honor that.  I was advised that the manager of the rep who made the promise would have to be contacted for details on HOW to honor that, but that it would be honored but to give ATT 24-48 hours for the manager to reply.  I waited that amount of time called back (as no one had contacted me as promised – lie number two) and was told by another customer service manager that they are still waiting on reply from the first rep’s manager.  The next day I again called back and was berated for having the wrong information and that’s not how it works (despite my stating I was told and understood that, but was advised by ATT otherwise albeit incorrectly and promised that what I offered/told would be honored). 

This past Friday (11/18) I was contacted by a customer service rep, “Jessie”.  He advised that he would be the last person that I would need to discuss the matter with and that what I was told (despite being incorrect) would be honored, the case would just have to be reviewed by “higher ups” and someone would contact me in 24-48 hours (never happened, not surprised at this point).  I called on Sunday and Monday to follow up on what Jessie had told me, and was advised that Jessie was sent a message to contact me (never did) and to give it, yes ANOTHER 24-48 hours.

Much to no one’s surprise no had contacted me by the time that 48 hours was up and I called ATT again, wondering if that was standard practice (to falsely promise SOMEONE would contact me in 24-48 hours and then no one does – seems to be the norm).  I spoke with Hattie, who reviewed the notes and advised, that yes, ATT would honor the promise and she went ahead and made an appointment for me at the same local company store, promising everything was documented and the store could read that (false).

I get to the store, and the comments and promise that was made to me by no less than three representatives was still not verified in the call notes (in fact some of the notes now read just the opposite of what had been read back to me in the past).  This very action (or inaction) is what is driving me towards ending my 17 year relationship with ATT.  There is no way I would want to make an appointment at said store without first confirming what I had been promised would be honored (the only reason for going in for the upgrade is that, based what I was originally told, it was at a point that I could currently afford).

I again called ATT and connected with Delbert (ID DW595G per notes entered in system from the 4:26 pm call on 11/2/16) and eventually his manager.  After an hour and a half on the phone, the manager, who assured me that they WILL honor what I was originally promised (I don’t recall her name but included Delbert’s ID to be able to find it).  She eventually offered to void the contract for the current next program, putting the payoff amount on my account and then would credit the account up to the $299 upgrade amount – I would then trade in the phone and pay the remaining balance (signing up for the Next in 12 program with insurance).  I was placed on hold for quite some time (even explained the proposed process to the store manager, who said that’s how he thought it would be handled).  Eventually she needed to conference in customer care to help complete the process assuring me that what I described above would be happening.  Once she was off the line, however, customer care changed their tune and said they could not do that and she should not have offered it.  The did offer that if I paid the $299 that they would give me a $150 credit on my bill, which I declined for three reasons: one, that amount is not what I was prepared to pay; it was not what was promised, and I felt like I was just lied to all over again (even the notes that Delbert’s manager said would be available for the store and customer care to see were not even entered on my account).

Thus I again wasted two hours going to a store on a promise that I was told by several ATT representatives would be honored, only to have that allegedly resolved and then told it could not be done.  This is beyond disappointing (having worked in customer service including Disney) especially after being told yeah, we can do that, just let us figure out how, to be told I’d be contacted with that “how” several times (to NEVER have that call come in), to having being told yes it can be done today TWICE to again what was originally promised not being honored. I do understand that this is not how the next plan works, but when your rep (Wendy 11/14) and that rep’s manager both give info to the contrary AND several other representatives also say it would be honored regardless, AND it drags on for over a week, it’s not unreasonable to expect that promise to be honored.

Why would I be told MULTIPLE times that this would be handled as it was first described to me?  I have little to no faith in ATT and will most likely not be purchasing my equipment from this company and plan to shop for other carriers.

NOTE:  I do understand how the NEXT plan works - the issue is your reps do not and advised different info, which I was told THAT info would be honored since the advising rep checked with their manager. I do expect ATT to hold true to that promise and nothing less (especially after being told it WOULD BE honored several times)

 

David606

Employee

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3.5K Messages

5 y ago

There are no deviations from the AT&T Next policies or procedures. A representative who is misinformed cannot make a promise. That representative told you that you can upgrade OR own the phone.

 

Upgrade doesn't mean you keep the phone. The two amounts reflect upgrade with trade-in and the other means you own it.

 

There is ZERO trade in value on a phone on AT&T Next. Money is still owed on these devices so there is NO cash incentives or extra money put towards an upgrade. At the 24 month mark however I can trade in that phone, any remaining installment payments are satisfied and I can upgrade.

Contributor

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2 Messages

5 y ago

. . .but when three managers/customer service reps advise they understand
it is incorrect, but will honor the quote/offer (as the rep noted they
checked with their manager . . . string you along with, yes, we can do
this, just need to review on how to make it happen. . .

Lousy form, inconsistent, and should be honored based on promises made by
multiple reps and very poor customer retention/resolution.

I expect nothing less than what several ATT supervisors/reps said would be
done - especially after stringing me along with said promises for over a
week.

Contributor

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1 Message

5 y ago

Dear AT&T,

 

Purchasing cellular phone i.e. iPhone are an option for customers. Payment plans should be an option for customers as well even if using AT&T payment plans.

 

Currently, only two payment plans are offered. This includes monthly plan or total pay off. I am recommending AT&T offer a partial payment plan. This would allow customers to pay off the phone at increments and amounts that are comfortable and affordable.

 

Recently, I felft forced to pay off a phone in total and was not allowed to pay partial payment on the remaining balance of $600. My goal was to return my monthly payment to the amount prior to purchasing the new phone. I was not allowed this option unless a paid the total remaining balance.

 

I have been a faithful customer for many years. The end result of this transaction left me in despair and feeling totally unappreciated for my many years of being a faithful customer. If you want to maintain customer satisfaction, then having choices is the key to keeping customers!

 

Sincerely,

Seeking other providers for options

Gwen

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