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Thank you to Houston call center service

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Thank you to Houston call center service

Shout out a big thank you for Ms. Sharon in Houston (formerly from Tulsa) and her manager, Ms. Ashley, for fixing the sim activation date on my new cell phone/upgrade to 20 year account, ordered directly from AT&T which had been erroneously programmed (by AT&T) to activate 2 months from purchase date. Received it w/in 24 hours (wow!), but after a week later of: 1 retail store visit to fix, the store manager refused any customer support (yes, I had an appointment!), 6 phone calls to customer service with 5 CSRs and 3 managers, and 3 AT&T call disconnects and supposedly written "a technical IT service support request" that did not materialize, on the 7th call - AT&T Houston call center stepped up and found the problem, reprogrammed the account, but the sim card had to be physically replaced in the new/upgrade phone.  Then local AT&T store replaced the sim card on the wrong phone line and had to redo 2 phones!  Thankfully the new phone is now operational, but still having repercussions from erroneous sim card replacement on other phone.  Does any one besides Houston call center understand customer service?

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Re: Thank you to Houston call center service

Hello @ZYX20181204, and thanks for reaching out to the AT&T community!

 

We appreciated your feedback regarding the SIM activation inquiry, and do apologize for the inconvenience you experienced.

We would also be more than happy to assist with the sim card replacement request. Can you provide more in-depth details about SIM card for the other phone, so we can get started.

 

We hope to hear from you!

 

Dwight, AT&T Community Specialist


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