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Why is AT&T customer service so bad?

Why is AT&T customer service so bad?

I've received nothing but lies and incompetence in the 2 hours on the phone today.

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Message 1 of 6
Administrator

Re: Why is AT&T customer service so bad?

Hi There @Unsatisfied_

 

We do like to hear when customers has a bad experience with US.  We want to turn this around and make it right.

 

Can you please provide more details on what you are needing and we can provide the help here.

 

Looking forward to hearing from you soon.

 

Matthew, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 2 of 6

Re: Why is AT&T customer service so bad?

Scheduled an install for 7/12 on 7/2 and the sales rep stated that the whole day was available for install.  I chose a noon to 3pm window.

 

1 day prior to install I received a text message confirming my appointment at 8am - noon.  Though this was incorrect I confirmed the appointment.

 

I work 2nd shift.  Got off work at 4am and decided to wait for the installer to arrive.

 

At noon when I received no communication or install I decided to call customer service.  They could not confirm my account because the first AND last name was entered into your system as Asdf Asdf.  But the rep assured me that my tech would arrive within the hour.

 

After 90 minutes of no contact I called back and the rep stated the installer could not locate my home and decided to go to another appointment.  But did not call or text me to inquire about the location.  But again they said the rep would be here in an hour.

 

Another 90 minutes goes by.  No installer...no contact.  Called customer service again.  Rep stated that the installer didn't come at 8 because he went to another job at 6am.  Later I confirmed that that was a lie.  But once again I was assured that the installer would be there within an hour.

 

Around 6pm I call back again after being awake for 24 hours after working and waiting for the install and am finally given a direct phone number for an install team.  They again told me that an installer would be there within an hour.  If he does not arrive, call back.

 

At 8pm.  12 hours later, at least 2 hours on the phone with AT&T customer service, approximately 9 phone calls.  I was told that the installer cancelled my installation and that the soonest they could reschedule me was for about 8 days later.  If my business was valued and it seems installers are permitted to just cancel appointments with no warning, why could your company not be mortified and schedule me for the absolute next possible install time and just bump someone else like they bumped me?

 

Why in the world would I pay for a $100 install for a company that obviously did not care enough about a new customer to even show up for an install.  Countless lies were fed to me from outsourced customer service reps and I did not receive 1 genuine apology for your company simply failing to provide a basic service.

 

I can honestly say this was the worst service I've received in probably a decade.   There was zero attempt to remedy the situation.  I was simply told, well we couldn't perform a simple task and you're gonna just have to deal with it.

 

 

Message 3 of 6

Re: Why is AT&T customer service so bad?

Also I forgot to mention the sales person quoted me at $50 a month for the service.  1 customer service rep stated my service was $60 a month and the only way to get it back to $50 a month was to cancel my installation and reorder the service for a later date.  I'm guessing this was a lie as well.

Message 4 of 6
Administrator

Re: Why is AT&T customer service so bad?

Hi @Unsatisfied,

 

We are happy to help!

 

We apologize; this is not the experience we want you to have as an AT&T customer.

We would like to review your account for you! I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response and the opportunity to help you!

 

Lafayette, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 5 of 6

Re: Why is AT&T customer service so bad?

Whats amazing as well is that AT&T has still not refunded my deposit for service.  

 

Not 1 person in this company explain exactly what happened in my situation.

 

Avoid this company at all costs.

Message 6 of 6
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