Worst customer service ever.....

Contributor

Worst customer service ever.....

[ Edited ]

I had an issue with my service back in October....yea I'm still dealing With it! Super frustrating....new equipment was sent to me but that didn't fix the issue. So the issue was assigned to a tech Dusten [edited for privacy – please do not post personal information]....what a joke this guy was. Came out didn't fix the issue...said the issue was in the hub located in my neighbors yard. He indicated he left a door tag asking the neighbor to call so he would get into their yard and left. 2 works later internet still isn't working I called left him messages and no return call. Finally I called his manager Hector Rodriguez.....even worst customer service support. Called left messages about his tech no one ever called. An entire month went without service and finally got escalated to tech support....they reached out to the same manager who wouldn't return calls since the area I lived in he supported. Tech informed him of how dissatisfied I was with the service through email and that they issue was escalated and Hector response was oh K. 

 

After a month with no service Nathiel D the new tech fixed the issue. Then finally I get a call from Dusten He proceeds with being coy and sarcastic....saying what was the ermergency since he had several calls from my number. Then says he was in a training class that's why he hadnt called....then says well I took time off. Whatever excuse he had it's not acceptable to go a month without returning a phone call. Dusten D** & Hector R** are both incompetent and need to take a class in customer service. Clearly they don't value the customers they service. 

 

Now im dealing with a billing issue for equipment that was turned in over a month ago and even though I provided billing the tracking number, date & time stamp and the name of the person who signed for the equipment no one can locate the equipment.  Reps who I've spoken to try to say its due to the holidays that causing the delay but the equipment was received on Nov 18 at least 8 days prior to Thanksgiving and 4 weeks prior to Chriatmas. I was billed $100 for equipment that AT&T has received and they won't give me a credit because someone isn't doing their job and locating the equipment. I have called for a total of 4 times and have also done chat with a rep and still no one can assist. This has been such a frustrating experience. I'm so feed up with the service I've received. At this point I feel everyone at AT&T are unhelpful and not very knowledgable....I'm defininately looking at other providers to make a switch.  No sense in urgency to help your customers feel confident that are being taken care of. 

Message 1 of 6 (797 Views)
Highlighted

Re: Worst customer service ever.....

You can call the Retention Department. The quickest way in is to call the 800-288-2020 number (during business hours), confirm your phone number when it asks (if calling from your home), and then just keep saying "none of those" to the rest of the prompts (be persistant) and it will connect you to a real human within a minute or two. Tell them to transfer you to the Retention Department.

 

These guys have always been able to get things straightened out for me.

 

 

 

 

 




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Message 2 of 6 (743 Views)
Community Manager

Re: Worst customer service ever.....

Hello, Rscan0803!

 

Thanks for posting. I'm very sorry about your recent experiences with some of our representatives. That behavior is not acceptable, and I will make sure to forward your comments.


Have you since found a resolution to your billing issue? If not, I recommend you send us a private message by clicking here so we can help.

 

If you send us a message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so please keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 6 (695 Views)
Contributor

Re: Worst customer service ever.....

I believe the issue is resolved. I got a call from someone in escalation wanting to discuss the credit applied to my account. I missed the call so I'm hoping they will call back. The phone number that came up was the standard AT&T customer service. If you can have someone call me tonight I would appreciate the call back.
Message 4 of 6 (666 Views)
Contributor

Re: Worst customer service ever.....

i have been on a promo for almost a year and all of a sudden, my bill went up from $164 to $214! I tried to chat with THREE reps and no help whatsoever! I called the customer service number and got someone I could barely understand who had THE NERVE to try to argue with me over my bill! I asked for his supervisor and got someone named "John" and he was so rude and condescending and trying to talk to me like I was a preschooler! He kept trying to argue with me over my bill and was acting like I was lying over what I was looking at on my account overview! I know what I was looking at and I know that I am supposed to have this promo on my services until June of 2014! The promo started in June of 2013 and is for a year! i do not appreciate all the attitudes and rudeness of the people on the customer care line and the insinuation that I do not know what I am talking about! I am a sick woman and do not need the added stress of att reps thinking my service and billing is a joke! I worked in customer service for years before I became ill and I am appalled at the way att treats its' customers! If I wanted to get scammed and have my money taken away from me and be cheated, then I would have stayed with my previous provider!

Message 5 of 6 (352 Views)
Community Manager

Re: Worst customer service ever.....

Hello, Mrsg72!

 

Thanks for posting. I'm sorry to hear about your recent billing issues. We would be happy to review your account and go over your bill, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so please keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 6 of 6 (328 Views)
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