Office of the President

No response from their PR contacts either as I am a verifiable member of the media.

@LoyaltyNah

If you have a problem, you go through customer service.  The office of the president is not customer service.   Which is why it’s not called customer service.  

If you have trouble getting At&t to listen file a BBB complaint and someone will contact you on their behalf.  

@lizdance40 

Thanks to customer service "handling my case" my account was deleted.  They, "the Office of the President", actually mailed me out of the blue.  I'm guessing their PR dept did something.  How sad and ridiculous that a corporation has left their basic customer service to the BBB instead of actually training and retaining employees. Zero loyalty appreciation is obvious from the ground up.

Our family have been at&t customers since 2011. Last night I was talking to a rep in loyalty department about purchasing new phones with promotional price with contract as they provided, I was about to place the order but my wife asked me if she can check the color choice again, so I asked the rep if there is a due date to do this, she checked and told me no due date for this  that I can call at a later date to finish this. Tonight I called them again to finish the purchasing but they told me the offer is gone and they cannot do anything in the system... I was really frustrated and so was my wife, kept complaining about me... The rep tried to help me but could not find a way, I asked him if any way to escalate this case for special consideration since this is about customer trust and something you can help for it, and he suggested me contacting the office of the President. I appreciated his help and am wondering if somebody from at&t can help check this case? Really want to resolve this issue... thanks!

@toughli5168   see post 63

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@toughli5168 wrote:

Our family have been at&t customers since 2011. Last night I was talking to a rep in loyalty department about purchasing new phones with promotional price with contract as they provided, I was about to place the order but my wife asked me if she can check the color choice again, so I asked the rep if there is a due date to do this, she checked and told me no due date for this  that I can call at a later date to finish this. Tonight I called them again to finish the purchasing but they told me the offer is gone and they cannot do anything in the system... I was really frustrated and so was my wife, kept complaining about me... The rep tried to help me but could not find a way, I asked him if any way to escalate this case for special consideration since this is about customer trust and something you can help for it, and he suggested me contacting the office of the President. I appreciated his help and am wondering if somebody from at&t can help check this case? Really want to resolve this issue... thanks!

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1.   Loyalty offers are take them or it’s gone, you don’t get to think about it. 

2.  At&t has dropped the contract option.  If you buy a discounted phone, “promotional price”, there are consequences to your service charges and you will be tied to a 2 year contract again.  

Simply put, one way or another ATT makes sure you pay for the phone.  

I have seen multiple posts because the person had an out of contract discount, and entered into the contract, and lost the discount.  The result is they pay more than they would if they just used the installments.  

     So here is your option:    Buy a phone full price, keep your bill low.   You do not have to buy from At&t.   Use installments, Apple, Google and Samsung all offer no interest purchases.  Switch to another carrier if they offer a phone deal - but be aware you kiss your plan goodbye, which in many cases is cheaper than the new offers.  

    As always, DO THE MATH.  Your 2nd grade teacher will be proud.  

It's always a nightmare trying to get resolution via customer service. The quickest route to "The Office of the President" for something such as not honoring contract, overbilling, not providing service as agreed, etc, is to submit a complaint with the FCC. I hate that this is the only avenue when Customer Service or the folks in the store tell you they can't do anything, but, it works.

I never got that sort of response to my email, but mine was sent to randall.stephenson@att.com. He never responded, but I did get a call from someone else at "The Office of the President" and they were able to eventually address some of my concerns. Obviously they couldn't immediately do a whole lot about the lack of "service" their customers get from the Customer Service department.

you Really  think his email would be that easy and obvious? Att employee emails are a series of letters and numbers @att.com not a name and this includes anyone up the food chain all the way to the top. As employees we have access to an internal directory to see emails,phone numbers office address and anyone over director level has this information omitted.