Why is AT&T so bad with customer service?

Was the store in question corporate?  Or authorized retailer?  AT&T has more authorized retailers than Verizon or T-Mobile. 

Highly likely this was an authorized retailer and there was no offer through at&t. By the way AT&T promotions, freebies, discounts Etc are all published on their website.

If it's not there it's not true

Even if it was true, they don't just give it away for free. You are charged every month and a corresponding credit would be issued against the installment which usually starts 2 to 3 months later. 

AT&T Smartwatch deals in the past few months have been buy one get one, not just one watch for free

It was a store with a big AT&T sign out front so who knows. The fact you had to ask what "kind" of AT&T store it was really sheds some light on why no one in that organizations knows what's going on. The offer I'm talking about was advertised with giant cut out of a firefighter and larges signs in the window. On the cut out  it was advertised that you received a free watch if you signed up for First Net. The offer was real but whoever setup my watch didn't do it correctly so it resulted in monthly charges for the device. I knew I was going to be paying 10 dollars a month for service but the device charge was to waived. All this was clearly explained to me but it didn't happen like they said it would. now fast forward to my complaint of their (Edited per community guidelines) customer service, you can't call them out on the error since it's impossible to talk to customer service for longer than 10 minutes before getting discounted and having to start the whole process over again. 

Hi @Lukeprus,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Kim
AT&T Business Social Media

That's a joke right? I'm here complaining that your app and direct message crashes my phone to the point where the only option I had was to call into customer service line. However after 30 exhausting minutes of passwords, pin numbers, resetting pin numbers, account numbers, and phone numbers  just to prove who I was I finally get to tell someone a store representative made a mistake. Then what happens?!?! My call is dropped and I don't get a call back so I have to call back and start all over again. I spent 4 hours in your "customer service" (Edited per community guidelines) just to be told by the guy on the other end of the phone can't find the promo in my area so he has to open a request submission? I honestly dont know what he was talking about but some sort of paper work has to go to someone else to see if that first someone will honor the deal you had a 6 foot cardboard cut advertising. Terrible just Terrible 

Hi @Lukeprus ,

We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Aayush

AT&T Business Social Media

Did you go to the store and see if they could help, since that's who offered the promotion?

I will ultimately have to do that since I do actually need some help from an AT&T employee. Also I will have to return the gear and cancel the line but at this point I just want to call as much attention to AT&T as possible. It's a shame that big corporations can treat its customer base like this. The only reason I got involved with them in the first place was because they offered me First Net but if this is how first responders are treated they can have it back! I know guys on the job who got the promotional offer no problem but for some reason there was an error on my account, which is no big deal people make mistakes but the clowns at customer service have taken things to a whole different level. 

Hello @Lukeprus,  

Apologies for the delay, we would like to provide you with the assistance you deserve. I would be more than happy to forward your details to an account manager, so we can get things back on track. I have marked our conversation as private so that I can get a few more details to further assist you. Please reply with the following information:  

Contact Name:  

Contact #:

Email:  

Account details: 

We can also assist you via direct message as well. You can access your inbox by the chat icon in the upper right corner as we have reached out to gather the above information as well.  

Antwan

AT&T Business Social Media

Is the third time a charm? Because the other 2 customer support representatives who posted that message on here ignored my direct message responses and im not posting the information you just asked for on a public form. 

You are right when you say att customer service is horrible,  beyond horrible.  The sales guy that sold us our s22+ (two) said our bill would be 202 a month with a discount since I am a college student, which i didn't even get so that was a lie, sold us a tablet they never even sent to us supposed to be free..noooo they wanted a hundred bucks! We go to trade in our old phones and they wouldn't take them because they were a week past the 30 days. .oh well some people work and go to school so lose track of time, then they tell us our bill will be 400 a month from then on out. So another lie. Nobody at customer service speaks or understands English and each one of them said they'd open a ticket and never did. They don't care about their customers only $$$. Lies lies lies absolutely despicable.