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Posted Nov 11, 2013
4:43:42 PM
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AT&T is horrible, all prospective customers flee while you still can

Hello,

 

I am a current AT&T U-verse customer and I can speak from my experience that AT&T customer support is not only unprofessional, but incompetent. I recently moved into the residence that I am living currently, and was hoping to setup my internet ahead of myself so that I wouldn't have to wait for the time it takes for setup after I had already moved in, which as anyone should know is about 3-5 days. AT&T said that the previous residence had not cancelled their service yet so I could not setup my internet until they had cancelled their service, which I came to find out later that they had, but the fact simply did not register to AT&T.

 

Even after moving in I continued to have this issue for about a week and a half, for which they apologized with by waiving the cost of the router which I was happy about at the time and all insult was forgiven. Then a week in to using the internet for an unknown reason the router took a dump and wireless internet ceased to work. I have now spent two weeks trying to get a technician to come out and replace my router, since after troubleshooting I discovered that the issue was a faulty router.

 

I spoke with customer service representatives who guaranteed that a technician would visit my residence at an appointed 4 hour window. After waiting the full duration of that window I called AT&T to ask why no technician showed up and they blamed the problem on issues with communication errors they've been having with their dispatch network. I repeated this process four times. FOUR. Each time I asked at least 3 times for the customer representative to verify that the request went through, and I received a guarantee each time that I would have a technician come out. The second guy apologized with my month of service cost waived. The third guy offered me a $25 credit to my account, which I found out later was accomplished by cancelling my full month service cost waiver and then creditting my account $25. The third guy to put my mind at ease even contacted a "2nd" level customer support tech to guarantee that my ticket had been put in. It wasn't. The fourth time I spoke to a manager who reassured me that he would resolve the issue by entering in the request himself and sending me an email confirmation notifying me of the request, and he included a note on my account to waive the second month of service because of my continued inconvenience.

 

I have received no such email, and we'll find out tomorrow if the manager failed to do what everyone else failed to do. I think it goes without saying that AT&T customer service is abyssmal and they should be disenfranchised at every turn so that the checks and balances of capitalism may do their work. If a service provider is terrible, no matter how large, they should go out of business because of their poor business practices. That is the purpose of a competitive market. Don't use their service, and let AT&T fall victim to their own negligence.

Hello,

 

I am a current AT&T U-verse customer and I can speak from my experience that AT&T customer support is not only unprofessional, but incompetent. I recently moved into the residence that I am living currently, and was hoping to setup my internet ahead of myself so that I wouldn't have to wait for the time it takes for setup after I had already moved in, which as anyone should know is about 3-5 days. AT&T said that the previous residence had not cancelled their service yet so I could not setup my internet until they had cancelled their service, which I came to find out later that they had, but the fact simply did not register to AT&T.

 

Even after moving in I continued to have this issue for about a week and a half, for which they apologized with by waiving the cost of the router which I was happy about at the time and all insult was forgiven. Then a week in to using the internet for an unknown reason the router took a dump and wireless internet ceased to work. I have now spent two weeks trying to get a technician to come out and replace my router, since after troubleshooting I discovered that the issue was a faulty router.

 

I spoke with customer service representatives who guaranteed that a technician would visit my residence at an appointed 4 hour window. After waiting the full duration of that window I called AT&T to ask why no technician showed up and they blamed the problem on issues with communication errors they've been having with their dispatch network. I repeated this process four times. FOUR. Each time I asked at least 3 times for the customer representative to verify that the request went through, and I received a guarantee each time that I would have a technician come out. The second guy apologized with my month of service cost waived. The third guy offered me a $25 credit to my account, which I found out later was accomplished by cancelling my full month service cost waiver and then creditting my account $25. The third guy to put my mind at ease even contacted a "2nd" level customer support tech to guarantee that my ticket had been put in. It wasn't. The fourth time I spoke to a manager who reassured me that he would resolve the issue by entering in the request himself and sending me an email confirmation notifying me of the request, and he included a note on my account to waive the second month of service because of my continued inconvenience.

 

I have received no such email, and we'll find out tomorrow if the manager failed to do what everyone else failed to do. I think it goes without saying that AT&T customer service is abyssmal and they should be disenfranchised at every turn so that the checks and balances of capitalism may do their work. If a service provider is terrible, no matter how large, they should go out of business because of their poor business practices. That is the purpose of a competitive market. Don't use their service, and let AT&T fall victim to their own negligence.

AT&T is horrible, all prospective customers flee while you still can

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Nov 12, 2013 3:47:31 AM
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ACE - Master

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T is horrible, all prospective customers flee while you still can

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Nov 12, 2013 12:30:50 PM
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ACE - Scholar

Sorry to disagree. This ia a excellent service to me. I will keep it.

Sorry to disagree. This ia a excellent service to me. I will keep it.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T is horrible, all prospective customers flee while you still can

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Nov 22, 2013 10:31:26 AM
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I've been an AT&T customer since 1992.  After extensive marketing on the benefits of UVerse we decided to make the switch.  With four failed installation attempts and missed appointments over two days, I cancelled the order.  How many days should one expect to go without phone, internet and television?  Any suggestions on other carriers that might be able to deliver a solution?

I've been an AT&T customer since 1992.  After extensive marketing on the benefits of UVerse we decided to make the switch.  With four failed installation attempts and missed appointments over two days, I cancelled the order.  How many days should one expect to go without phone, internet and television?  Any suggestions on other carriers that might be able to deliver a solution?

Re: AT&T is horrible, all prospective customers flee while you still can

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Nov 22, 2013 12:31:36 PM
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ACE - Expert
Edited by JefferMC on Nov 22, 2013 at 12:31:47 PM

accampbell1 wrote:

I've been an AT&T customer since 1992.  After extensive marketing on the benefits of UVerse we decided to make the switch.  With four failed installation attempts and missed appointments over two days, I cancelled the order.  How many days should one expect to go without phone, internet and television?  Any suggestions on other carriers that might be able to deliver a solution?


The proper answer to the question you asked is highly dependant on your location and circumstances.

 

I've been quite happy with my U-verse IPTV and HSI since my installation back in November 2009.  I understand your frustration, though, and wish you the best of luck.

 

Should you decide that there isn't a better alternative out there for you, you could click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.  I can't guarantee that they'll plant roses in your garden, but maybe they can make sure people show up for their appointments or at least keep you informed.

 


accampbell1 wrote:

I've been an AT&T customer since 1992.  After extensive marketing on the benefits of UVerse we decided to make the switch.  With four failed installation attempts and missed appointments over two days, I cancelled the order.  How many days should one expect to go without phone, internet and television?  Any suggestions on other carriers that might be able to deliver a solution?


The proper answer to the question you asked is highly dependant on your location and circumstances.

 

I've been quite happy with my U-verse IPTV and HSI since my installation back in November 2009.  I understand your frustration, though, and wish you the best of luck.

 

Should you decide that there isn't a better alternative out there for you, you could click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.  I can't guarantee that they'll plant roses in your garden, but maybe they can make sure people show up for their appointments or at least keep you informed.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T is horrible, all prospective customers flee while you still can

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Nov 22, 2013 12:36:04 PM
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Community Support

Hi accampbell1,

 

We received your private message, and one of our managers will be reaching out to you shortly.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Hi accampbell1,

 

We received your private message, and one of our managers will be reaching out to you shortly.

 

Thanks,

 

Jenn S.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Re: AT&T is horrible, all prospective customers flee while you still can

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Dec 9, 2013 4:50:22 PM
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The OP's experience is NOT unique. I have spent at least 8 hours over the last 3 days trying to fix problems with my uverse internet--after the several hours with billing last week

The OP's experience is NOT unique. I have spent at least 8 hours over the last 3 days trying to fix problems with my uverse internet--after the several hours with billing last week

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Dec 10, 2013 6:40:53 AM
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ACE - Expert

stuckwithinadequate wrote:

The OP's experience is NOT unique. I have spent at least 8 hours over the last 3 days trying to fix problems with my uverse internet--after the several hours with billing last week


Unfortunately, no, it's not unique.  But also not exactly typical either.

 


stuckwithinadequate wrote:

The OP's experience is NOT unique. I have spent at least 8 hours over the last 3 days trying to fix problems with my uverse internet--after the several hours with billing last week


Unfortunately, no, it's not unique.  But also not exactly typical either.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Dec 24, 2013 8:30:30 AM
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The people you have to speak to are unable to provide real support. The know nothing and can do nothing. They do not have the power to solve problems. Either let them communicate with the people that can solve problems or let the customer speak to someone that can solve the problem.  Good customer support systems have the ability to advance trouble tickets to the next level of service or expertise.  Good Customer support doesn't just tell people they can't talk/email/message the people that know the answer.  I have had this problem with ATT for years starting with the nightmare that it was to get my Uverse installed. I only managed to solve by asking an ATT tech working on someone's line & he gave me a number I could call to speak to someone that knew something & could solve the problem which was actually simple. But the sales people you must talk to when you call the main number know nothing & can do nothing. I encounter this everytime I have to contact them. 

 

Right now, I have no phone service & might not for many more days because no one can speak to the people that unlock phones. Apparently they are in a dungeon somewhere or maybe on Mars. I meet the requirements for unlocking the phone, yet my first request was rejected. The rejection said something about information not matching. What information? No one knows & no one can ask.  All we can do is resubmit. And the next request is not getting a response.  There should be the ability to find out what is the problem, and the resubmission should be expedited.  That's service.  I was trying to switch to a no contract service with AIO, I already started the process when I realized the phone didn't get unlocked.  For a temporary solution, my idea as the Agent was no use, I said to turn my ATT service back on. Which turned out to be a huge ordeal, although for some reason, both the agent and I are allowed to talk to the 'porting' department but not the unlocking department.  However, after being on hold (via chat, remember I have no phone) I'm told we must have a conference call with me & AIO to complete the request, to which I have to remind them for the hundredth time that I have no phone service.  And this is because AIO is a 'third party' It's owned by AT&T selling AT&Ts network, but apparently there's no kind of collaboration with them whatsover.  And it's a of a lot of work to do for a temporary fix when the real fix should be simple.  Extremely inefficient way to run a business.

 

AT&'s lousy customer support system turns simple things into huge agrivating ordeals.  The only reason I don't go to Verizon is I want a GSM phone. T-Mobile is sounding better & better. 

The people you have to speak to are unable to provide real support. The know nothing and can do nothing. They do not have the power to solve problems. Either let them communicate with the people that can solve problems or let the customer speak to someone that can solve the problem.  Good customer support systems have the ability to advance trouble tickets to the next level of service or expertise.  Good Customer support doesn't just tell people they can't talk/email/message the people that know the answer.  I have had this problem with ATT for years starting with the nightmare that it was to get my Uverse installed. I only managed to solve by asking an ATT tech working on someone's line & he gave me a number I could call to speak to someone that knew something & could solve the problem which was actually simple. But the sales people you must talk to when you call the main number know nothing & can do nothing. I encounter this everytime I have to contact them. 

 

Right now, I have no phone service & might not for many more days because no one can speak to the people that unlock phones. Apparently they are in a dungeon somewhere or maybe on Mars. I meet the requirements for unlocking the phone, yet my first request was rejected. The rejection said something about information not matching. What information? No one knows & no one can ask.  All we can do is resubmit. And the next request is not getting a response.  There should be the ability to find out what is the problem, and the resubmission should be expedited.  That's service.  I was trying to switch to a no contract service with AIO, I already started the process when I realized the phone didn't get unlocked.  For a temporary solution, my idea as the Agent was no use, I said to turn my ATT service back on. Which turned out to be a huge ordeal, although for some reason, both the agent and I are allowed to talk to the 'porting' department but not the unlocking department.  However, after being on hold (via chat, remember I have no phone) I'm told we must have a conference call with me & AIO to complete the request, to which I have to remind them for the hundredth time that I have no phone service.  And this is because AIO is a 'third party' It's owned by AT&T selling AT&Ts network, but apparently there's no kind of collaboration with them whatsover.  And it's a of a lot of work to do for a temporary fix when the real fix should be simple.  Extremely inefficient way to run a business.

 

AT&'s lousy customer support system turns simple things into huge agrivating ordeals.  The only reason I don't go to Verizon is I want a GSM phone. T-Mobile is sounding better & better. 

Re: AT&T is horrible, all prospective customers flee while you still can

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Dec 24, 2013 9:47:33 AM
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Employee

When you say unlock a phone, are your referring to home phone service or cell phone service? 

When you say unlock a phone, are your referring to home phone service or cell phone service? 

*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.

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Dec 24, 2013 1:32:59 PM
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I'm referring to my old iphone. Obviously. What kind of unlocking is done to a home phone?

I'm referring to my old iphone. Obviously. What kind of unlocking is done to a home phone?

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Dec 24, 2013 1:35:01 PM
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Also, btw, the PM system doesn't work either. I tried to submit the above complaint and it kept telling me to fix the highlighted error. What was highlighted was the subject line. I have no ideal what was wrong with my subject line, but I still tried to change it over and over to find something the system might like.

Also, btw, the PM system doesn't work either. I tried to submit the above complaint and it kept telling me to fix the highlighted error. What was highlighted was the subject line. I have no ideal what was wrong with my subject line, but I still tried to change it over and over to find something the system might like.

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Dec 24, 2013 2:12:17 PM
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I just received this message and have no idea what it means. It's mind boggling how bad ATT support is. Every step of the way.

"ATTDoNotReply@att.com


2:45 PM (1 hour ago)

to me
Thank you for your recent inquiry regarding your AT&T service.
We apologize for any inconvenience this may have caused you.
The issue 1241212145 has been resolved."

What is that about? What is issue 121212145? How has it been resolved? What do I do now? I haven;t recieved any acknowledgement of any kind from the most recent unlock requests?
I just received this message and have no idea what it means. It's mind boggling how bad ATT support is. Every step of the way.

"ATTDoNotReply@att.com


2:45 PM (1 hour ago)

to me
Thank you for your recent inquiry regarding your AT&T service.
We apologize for any inconvenience this may have caused you.
The issue 1241212145 has been resolved."

What is that about? What is issue 121212145? How has it been resolved? What do I do now? I haven;t recieved any acknowledgement of any kind from the most recent unlock requests?

Re: AT&T is horrible, all prospective customers flee while you still can

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Dec 24, 2013 2:48:56 PM
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Edited by betterWays on Dec 24, 2013 at 2:51:30 PM

t chatted with another support agent. He had no idea what that message was about either.

 

I saved the content of that chat pasted below:

Thomas Anderson: Hello Linda.  Let me help you today with troubleshooting the functionality of your cellular service with AT&T.

Thomas Anderson: So I can better assist you, can you tell me the name on this account?

Linda Foss: Linda Foss

Thomas Anderson: I'm sorry, but that's not what I see.

Linda Foss: Do you see the name Linda Marrder?

Thomas Anderson: Yes, thank you.

Linda Foss: That is no longer my name and when I log in and check my account information, it says linda foss, as it should.

Linda Foss: Also, I have been trying to get my phone unlocked for many days. I have chatted with 3 agents now. With each of them I have asked if the name is the problem, only because the first one once referred to me by Marrder. No one knew.

Linda Foss: Also what is this about:

Linda Foss: ATTDoNotReply@att.com 2:45 PM (1 hour ago) to me Thank you for your recent inquiry regarding your AT&T service. We apologize for any inconvenience this may have caused you. The issue 1241212145 has been resolved.

Linda Foss: What? REsolved How? What is the point of this useless email message that I can not respond to?

Thomas Anderson: I'm not seeing any notes on your wireless account about that message.  Do you still have other active service with AT&T (DSL, Uverse, home phone, etc)?

Linda Foss: I have Uverse internet. But Ive requested no service.

Thomas Anderson: You may want to check with Uverse support to see if the message was in regards to your Uverse service.  I can get you the number.

Linda Foss: I've requested no support for Uverse. I want my phone unlocked. That's all I want.

Thomas Anderson: In regards to your unlock case, that is still being processed.  The original due date for that is December 30th.  You should be notified by email on or before that date.  Any communications about that request would specify this number: CM20131220_79291163

Linda Foss: Also, BTW, I would lke ATT to fix their lousy support system. That email message is useless. The unlock request denied message I recieved is also useless. And customer support agents are also useless as they never how the power or knowledge to solve a real problem and for some reason aren't allowed to talk to people that can or refer customers to people that can help. Good Customer Support systems have tiers with the means to elevate the request to the next level.

Linda Foss: That due date is unacceptable. And it's a period far longer than the period stated on ATT website.

Linda Foss: And if my name is the problem, I'd be waiting that long only do once again be rejected. Why is the there no way to fix this? Why can't you solve the problem?

Linda Foss: Why can't we contact the people that provess the unlock requests? Where is the dungeon that you keep them in?

Thomas Anderson: The name on this account isn't a problem.  I just needed you to verify it for me to be able to access and provide information specific to your account.

Linda Foss: Are you sure? THe unlock request rejection I recieved on Dec 16th said information didn't match. What information then?

Linda Foss: Why can't anyone find out?

Linda Foss: How do you know?

Linda Foss: Also,, that isn't my name. My name is Linda Foss. Fix it.

Thomas Anderson: Your wireless account is cancelled so it's not possible to make changes to it.

Linda Foss: Reactivate it then

Thomas Anderson: If you submitted an unlock online using "Linda Foss", the request would have been denied since the information did not match the name on the account.  When agent files files the request as Beverly did for you, that requirement is bypassed since the agent themselves performed account verification.  

Linda Foss: Well, lets hope so. Based on my experience with ATT support, I reason to trust that information though.

Linda Foss: Why have I received no response? I don't even have an order number to use to check the status?

Linda Foss: Why can't the resubmission be excalated since the rejection is due to some error.

Thomas Anderson: You will not receive a response until the request is processed.  

Linda Foss: I recieved an acknowledgement the first time I made the request.

Linda Foss: The acknowledgment had an order number and a link to check the status

Linda Foss: It also says 'Your request is subject to AT&T Mobile device unlocking requirements. If we have further questions or instructions, we'll contact you by email. '

Thomas Anderson: That is because you made the request yourself via the website.  The second request was done internally by another representative so unfortunately there is not a method for you to track it.  

Linda Foss: So why couldn't they contact me and ask about my name. Or explain what information didn't match.

Linda Foss: There should be a method for me to track it. That's yet another thing wrong with your support system.

Thomas Anderson: I'm sorry if this has been an inconvenient process for you, but we are still working on the request for you and you will be notified by email ( lindasfoss@gmail.com ) with the outcome of the request.  The email should specifically reference our internal case number for this interaction: CM20131220_79291163.

Linda Foss: I have no phone service in the meantime. I can not call my mother on Christmas.

Thomas Anderson: We do appreciate your patience while we work on this request for you.  The email you received earlier does not appear to be in relation to your cancelled AT&T wireless account so you may want to contact Uverse support to confirm there is no problem with your Uverse account.  

Thomas Anderson: Do you have any other questions for me at this time?

Linda Foss: It seems to be completely pointless to ask any questions. All I will accomplish is to uncover yet another example of how bad ATT support service is. Someone should be able to find out why my initial request was rejected, correct the information and resubmit. Ant that resubmission should recieve a priority. That is how a good system would work.

 -------------------------

I am now chatting with Uverse support.  They don't know what was resolved either.

 

t chatted with another support agent. He had no idea what that message was about either.

 

I saved the content of that chat pasted below:

Thomas Anderson: Hello Linda.  Let me help you today with troubleshooting the functionality of your cellular service with AT&T.

Thomas Anderson: So I can better assist you, can you tell me the name on this account?

Linda Foss: Linda Foss

Thomas Anderson: I'm sorry, but that's not what I see.

Linda Foss: Do you see the name Linda Marrder?

Thomas Anderson: Yes, thank you.

Linda Foss: That is no longer my name and when I log in and check my account information, it says linda foss, as it should.

Linda Foss: Also, I have been trying to get my phone unlocked for many days. I have chatted with 3 agents now. With each of them I have asked if the name is the problem, only because the first one once referred to me by Marrder. No one knew.

Linda Foss: Also what is this about:

Linda Foss: ATTDoNotReply@att.com 2:45 PM (1 hour ago) to me Thank you for your recent inquiry regarding your AT&T service. We apologize for any inconvenience this may have caused you. The issue 1241212145 has been resolved.

Linda Foss: What? REsolved How? What is the point of this useless email message that I can not respond to?

Thomas Anderson: I'm not seeing any notes on your wireless account about that message.  Do you still have other active service with AT&T (DSL, Uverse, home phone, etc)?

Linda Foss: I have Uverse internet. But Ive requested no service.

Thomas Anderson: You may want to check with Uverse support to see if the message was in regards to your Uverse service.  I can get you the number.

Linda Foss: I've requested no support for Uverse. I want my phone unlocked. That's all I want.

Thomas Anderson: In regards to your unlock case, that is still being processed.  The original due date for that is December 30th.  You should be notified by email on or before that date.  Any communications about that request would specify this number: CM20131220_79291163

Linda Foss: Also, BTW, I would lke ATT to fix their lousy support system. That email message is useless. The unlock request denied message I recieved is also useless. And customer support agents are also useless as they never how the power or knowledge to solve a real problem and for some reason aren't allowed to talk to people that can or refer customers to people that can help. Good Customer Support systems have tiers with the means to elevate the request to the next level.

Linda Foss: That due date is unacceptable. And it's a period far longer than the period stated on ATT website.

Linda Foss: And if my name is the problem, I'd be waiting that long only do once again be rejected. Why is the there no way to fix this? Why can't you solve the problem?

Linda Foss: Why can't we contact the people that provess the unlock requests? Where is the dungeon that you keep them in?

Thomas Anderson: The name on this account isn't a problem.  I just needed you to verify it for me to be able to access and provide information specific to your account.

Linda Foss: Are you sure? THe unlock request rejection I recieved on Dec 16th said information didn't match. What information then?

Linda Foss: Why can't anyone find out?

Linda Foss: How do you know?

Linda Foss: Also,, that isn't my name. My name is Linda Foss. Fix it.

Thomas Anderson: Your wireless account is cancelled so it's not possible to make changes to it.

Linda Foss: Reactivate it then

Thomas Anderson: If you submitted an unlock online using "Linda Foss", the request would have been denied since the information did not match the name on the account.  When agent files files the request as Beverly did for you, that requirement is bypassed since the agent themselves performed account verification.  

Linda Foss: Well, lets hope so. Based on my experience with ATT support, I reason to trust that information though.

Linda Foss: Why have I received no response? I don't even have an order number to use to check the status?

Linda Foss: Why can't the resubmission be excalated since the rejection is due to some error.

Thomas Anderson: You will not receive a response until the request is processed.  

Linda Foss: I recieved an acknowledgement the first time I made the request.

Linda Foss: The acknowledgment had an order number and a link to check the status

Linda Foss: It also says 'Your request is subject to AT&T Mobile device unlocking requirements. If we have further questions or instructions, we'll contact you by email. '

Thomas Anderson: That is because you made the request yourself via the website.  The second request was done internally by another representative so unfortunately there is not a method for you to track it.  

Linda Foss: So why couldn't they contact me and ask about my name. Or explain what information didn't match.

Linda Foss: There should be a method for me to track it. That's yet another thing wrong with your support system.

Thomas Anderson: I'm sorry if this has been an inconvenient process for you, but we are still working on the request for you and you will be notified by email ( lindasfoss@gmail.com ) with the outcome of the request.  The email should specifically reference our internal case number for this interaction: CM20131220_79291163.

Linda Foss: I have no phone service in the meantime. I can not call my mother on Christmas.

Thomas Anderson: We do appreciate your patience while we work on this request for you.  The email you received earlier does not appear to be in relation to your cancelled AT&T wireless account so you may want to contact Uverse support to confirm there is no problem with your Uverse account.  

Thomas Anderson: Do you have any other questions for me at this time?

Linda Foss: It seems to be completely pointless to ask any questions. All I will accomplish is to uncover yet another example of how bad ATT support service is. Someone should be able to find out why my initial request was rejected, correct the information and resubmit. Ant that resubmission should recieve a priority. That is how a good system would work.

 -------------------------

I am now chatting with Uverse support.  They don't know what was resolved either.

 

Re: AT&T is horrible, all prospective customers flee while you still can

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oufanindallas wrote:

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.


I did as you suggested and sent a message to ATT Customer Care 3 days ago.  I haven't got a response, problem has only gotten worse.  Sorry, but if you have had good luck with these people, good for you.  I bet there hasn't been any problems with your line.  If that changes, you will find out what the rest of us are finding.  Customer support doesn't exist.  They will tell you whatever they think you want to hear, and run you around until they figure you just give up.


oufanindallas wrote:

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.


I did as you suggested and sent a message to ATT Customer Care 3 days ago.  I haven't got a response, problem has only gotten worse.  Sorry, but if you have had good luck with these people, good for you.  I bet there hasn't been any problems with your line.  If that changes, you will find out what the rest of us are finding.  Customer support doesn't exist.  They will tell you whatever they think you want to hear, and run you around until they figure you just give up.

Re: AT&T is horrible, all prospective customers flee while you still can

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I got rid of Uverse due to the high cost, but the other cable company is also pathetic.

 

I had an issue with the bill payment getting mixed up between my ATT wireless account and my Uverse account. It was a real mess and I ended up talking to a very rude "manager" at ATT, and I told them once my contract was up, I was cancelling Uverse to avoid any further mix ups.

 

The Uverse bill became scary and started to look as much as the mortgage payment, but I do not live in the TV, so I had to find a cheaper alternative.

 

Now I just have cheaper bad service with the other company.

I got rid of Uverse due to the high cost, but the other cable company is also pathetic.

 

I had an issue with the bill payment getting mixed up between my ATT wireless account and my Uverse account. It was a real mess and I ended up talking to a very rude "manager" at ATT, and I told them once my contract was up, I was cancelling Uverse to avoid any further mix ups.

 

The Uverse bill became scary and started to look as much as the mortgage payment, but I do not live in the TV, so I had to find a cheaper alternative.

 

Now I just have cheaper bad service with the other company.

Re: AT&T is horrible, all prospective customers flee while you still can

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ryobiman wrote:

oufanindallas wrote:

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.


I did as you suggested and sent a message to ATT Customer Care 3 days ago.  I haven't got a response, problem has only gotten worse.  Sorry, but if you have had good luck with these people, good for you.  I bet there hasn't been any problems with your line.  If that changes, you will find out what the rest of us are finding.  Customer support doesn't exist.  They will tell you whatever they think you want to hear, and run you around until they figure you just give up.


You replied to my post on the 29th, which was SUNDAY.  I clearly stated in my post it takes 48 to 72 hours to get a reply and to take into account WEEKENDS. 3 days would have been on Friday so you should recieve a reply either today Monday or tomorrow Tuesday.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

ryobiman wrote:

oufanindallas wrote:

Does that mean I should drop my service that I've had for four plus years?  Your situation is the exception not the norm. 

 

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.


I did as you suggested and sent a message to ATT Customer Care 3 days ago.  I haven't got a response, problem has only gotten worse.  Sorry, but if you have had good luck with these people, good for you.  I bet there hasn't been any problems with your line.  If that changes, you will find out what the rest of us are finding.  Customer support doesn't exist.  They will tell you whatever they think you want to hear, and run you around until they figure you just give up.


You replied to my post on the 29th, which was SUNDAY.  I clearly stated in my post it takes 48 to 72 hours to get a reply and to take into account WEEKENDS. 3 days would have been on Friday so you should recieve a reply either today Monday or tomorrow Tuesday.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T is horrible, all prospective customers flee while you still can

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I agree wholeheartedly!!! I could tell people a very similar, but far worse, story of my encounters with AT&T since I ordered their full bundle of services in Sept this year. I finally (3 ATT Field Techs later) on November 12th was saved technically by a 30+ yr AT&T employee (for a change!) and not a sub-contractor from a couple hrs away. Who, by the way, did nothing but signed my acct on to the internet. Didnt chck for issues, let alone wether or not it was working properly! Larry hooked me up right. First, he found the company had been working on the lines in my area for quite some time and that things were not set up properly in my home by the last rep! He left specific notes telling ATT NOT TO CHARGE ME UNTIL STARTING NOV 19th. He did do so as I confirmed that with a happy ATT cust svc rep on nov 19th. When I rec'd my first delinquent notice! In the middle of all this I spent approximately 25 hrs on the phone (thank heavens I held onto my veriz cell!) with ATT discussing my "delinquent" bill? on Nov 19th and then again in the beginning of December and today I officially am in arrears 3 months?! I cld rarely use my landline. Only rare out going calls. And was unable to use the internet at all until Nov 19th. But yep! The say Im lying and am delinquent two months and soon 3! Lol! Today, an ATT SUPV called me a liar! She tried to tell me that She showed usage in sept and oct! Thats completely impossible ! And nobody talks to me that way! Not when their company has already treated me like a piece of garbage! Ive been a loyal ATT customer for the better part of 35 yrs and I have had my last encounter with them. I am done and will never go back!
I agree wholeheartedly!!! I could tell people a very similar, but far worse, story of my encounters with AT&T since I ordered their full bundle of services in Sept this year. I finally (3 ATT Field Techs later) on November 12th was saved technically by a 30+ yr AT&T employee (for a change!) and not a sub-contractor from a couple hrs away. Who, by the way, did nothing but signed my acct on to the internet. Didnt chck for issues, let alone wether or not it was working properly! Larry hooked me up right. First, he found the company had been working on the lines in my area for quite some time and that things were not set up properly in my home by the last rep! He left specific notes telling ATT NOT TO CHARGE ME UNTIL STARTING NOV 19th. He did do so as I confirmed that with a happy ATT cust svc rep on nov 19th. When I rec'd my first delinquent notice! In the middle of all this I spent approximately 25 hrs on the phone (thank heavens I held onto my veriz cell!) with ATT discussing my "delinquent" bill? on Nov 19th and then again in the beginning of December and today I officially am in arrears 3 months?! I cld rarely use my landline. Only rare out going calls. And was unable to use the internet at all until Nov 19th. But yep! The say Im lying and am delinquent two months and soon 3! Lol! Today, an ATT SUPV called me a liar! She tried to tell me that She showed usage in sept and oct! Thats completely impossible ! And nobody talks to me that way! Not when their company has already treated me like a piece of garbage! Ive been a loyal ATT customer for the better part of 35 yrs and I have had my last encounter with them. I am done and will never go back!

Re: AT&T is horrible, all prospective customers flee while you still can

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I have to add to the general din of complaints that AT&T service, in both technical and human terms, seems to be getting worse quite rapidly. You can see it in the overhaul of the public Web interfaces to their service applications... I don't know which one of the various usernames I should use, in which context, and when I think I've got it figured out, it turns out it's wrong. "Primary USER ID..." hmmm.... Well, this is what happens when you take wireless, voice, internet, and then throw in TV service and take 4 disparate and separate back-end systems and try to "Federate" them into a single whole... it comes out badly. For a while there, Yahoo had their finger in the pie and that just made things even worse.

And, trying to create a Community Forums account just an hour or two ago, the web page script tried to tell me the two password fields didn't match. I retyped the fields 6 times before I realized the error message was just BullS*** and I ignored it. Of course it was a red herring and voila! my account creation succeeded, but right there, that error message would have stopped Joe Blow or maybe Grandma from going any further in trying to log in and get support help. REALLY!!!???? Is this how ridiculously low-quality AT&T has become? The company that invented Long Distance, and the transistor, and the laser, and.... ?

Yes, I've been an AT&T DSL customer since I can't remember when. All I know is that I still have RG-58/U cabling for the Ethernet network I had setup in my house back then, so I could use Internet Connection Sharing... that's how long I've been an AT&T internet customer.

My general experience is that you can get lucky and have things running solidly at some point, and AT&T's experience in phone-system reliability of 99.999% will serve you well: stuff that works, keeps working. Occasionally, I had an outage, and with an extra modem on hand due to a lucky coincidence, was quickly able to self-diagnose a dead modem and just swapped it out. I'm sure if I had been Joe User and had called the support line, I would have been asked to do any number of things before the problem was diagnosed. The usual "try this, try that".

When you are not lucky, and something is broken, or stops working, getting to the fix can be very frustrating. Yes, it seems like techs ALWAYS arrive too late. Why have a four-hour window that you perpetually cannot keep to??? This is just an example of over-promising because a promise has to be made. It wouldn't do to tell the customer honestly "Well, you know, our techs just can't do that many service calls in a 4 hour window, and at the rate they usually go, we'll have to schedule your request for next Friday, 5 days from now". Nope, instead, they will give the customer a bull***t answer, ask the customer to stay home from work, shopping, chores, etc, and then NOT SHOW UP ON TIME.

Similar problems seem to be plaguing the UVerse rollout across the area where I live, which is the Monterey bay in Calif. Everyone I know who got forced to give up their traditional DSL service for the UVerse HSI (because the congestion was getting too much for them to handle) has simply pushed once happy customers into a world of crappy service, exacerbating their already-overwhelmed and under-achieving techsupport/field service department to the breaking point. Sorry to say, the competition, Comcast, is similarly unable to deliver on the promise of reliable, quality broadband internet . I just went thru a new service evaluation with them only to find the situation actually much worse than my UVerse HSI reliability.

I think the only way this is going to get better is when the providers start offering "gold level" services that charge more but promise concierge-level support and better reliability. You get what you pay for, and maybe we're just not paying enough yet for them to be able to handle the dramatic explosion in demand for these internet services.
I have to add to the general din of complaints that AT&T service, in both technical and human terms, seems to be getting worse quite rapidly. You can see it in the overhaul of the public Web interfaces to their service applications... I don't know which one of the various usernames I should use, in which context, and when I think I've got it figured out, it turns out it's wrong. "Primary USER ID..." hmmm.... Well, this is what happens when you take wireless, voice, internet, and then throw in TV service and take 4 disparate and separate back-end systems and try to "Federate" them into a single whole... it comes out badly. For a while there, Yahoo had their finger in the pie and that just made things even worse.

And, trying to create a Community Forums account just an hour or two ago, the web page script tried to tell me the two password fields didn't match. I retyped the fields 6 times before I realized the error message was just BullS*** and I ignored it. Of course it was a red herring and voila! my account creation succeeded, but right there, that error message would have stopped Joe Blow or maybe Grandma from going any further in trying to log in and get support help. REALLY!!!???? Is this how ridiculously low-quality AT&T has become? The company that invented Long Distance, and the transistor, and the laser, and.... ?

Yes, I've been an AT&T DSL customer since I can't remember when. All I know is that I still have RG-58/U cabling for the Ethernet network I had setup in my house back then, so I could use Internet Connection Sharing... that's how long I've been an AT&T internet customer.

My general experience is that you can get lucky and have things running solidly at some point, and AT&T's experience in phone-system reliability of 99.999% will serve you well: stuff that works, keeps working. Occasionally, I had an outage, and with an extra modem on hand due to a lucky coincidence, was quickly able to self-diagnose a dead modem and just swapped it out. I'm sure if I had been Joe User and had called the support line, I would have been asked to do any number of things before the problem was diagnosed. The usual "try this, try that".

When you are not lucky, and something is broken, or stops working, getting to the fix can be very frustrating. Yes, it seems like techs ALWAYS arrive too late. Why have a four-hour window that you perpetually cannot keep to??? This is just an example of over-promising because a promise has to be made. It wouldn't do to tell the customer honestly "Well, you know, our techs just can't do that many service calls in a 4 hour window, and at the rate they usually go, we'll have to schedule your request for next Friday, 5 days from now". Nope, instead, they will give the customer a bull***t answer, ask the customer to stay home from work, shopping, chores, etc, and then NOT SHOW UP ON TIME.

Similar problems seem to be plaguing the UVerse rollout across the area where I live, which is the Monterey bay in Calif. Everyone I know who got forced to give up their traditional DSL service for the UVerse HSI (because the congestion was getting too much for them to handle) has simply pushed once happy customers into a world of crappy service, exacerbating their already-overwhelmed and under-achieving techsupport/field service department to the breaking point. Sorry to say, the competition, Comcast, is similarly unable to deliver on the promise of reliable, quality broadband internet . I just went thru a new service evaluation with them only to find the situation actually much worse than my UVerse HSI reliability.

I think the only way this is going to get better is when the providers start offering "gold level" services that charge more but promise concierge-level support and better reliability. You get what you pay for, and maybe we're just not paying enough yet for them to be able to handle the dramatic explosion in demand for these internet services.

Re: AT&T is horrible, all prospective customers flee while you still can

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Edited by Phil-101 on Feb 7, 2014 at 8:38:33 PM

My Dad has been an existing and reliable customer of AT&T for over ten years.

Feb. 4, 2014 my dad somehow got a virus on his computer. He called AT&T for help and instead of being treated like a valued customer, they end up conning him out of $120.00. After I spoke with AT&T informing them that my dad was not in the right mind state to handle this matter due to losing his mom a week ago  as well as suffering effects of having a stroke some time back. AT&T deliberately used my dad's sorrow and disability for financial gain.

AT&T CODE OF ETHICS

Our Commitment to Our Customers

We follow ethical sales practices.

Our customers should always know we value them. We fairly represent our products and services to them. We listen to our customers, and challenge ourselves to find new ways to offer the best solutions available to help them communicate efficiently, sustainably, and safely.

We earn and preserve their trust by treating them with honesty and integrity and in a professional, courteous manner. We deliver what we promise. We do not provide goods or services that customers did not authorize.

Sometimes our customers are our competitors and suppliers as well. In those situations, we serve them in the same professional manner we would extend to any customer.

 

 

 

BELOW ARE THE CALLS BETWEEN AT&T AND I.

 

1:42 p.m. 02/04/2014First call to AT&T re: the virus issue my dad was having.

1:58 p.m. 02/04/2014 wrong dept. transferred.  Placed on hold for 20 mins.  Until I hung up.

2:25 p.m. 02/04/14placed on hold for 13 mins.  Spoke with customer service who tried to get me to purchase the $120.00 package plan. After declining  I  asked to speak to a supervisor.  I was placed on hold for 47 mins. Finally a supervisor came on the line only to inform me that my dad was not covered with the virus protection plan I was transferred over to tech dept. After explaining to Sheele (tech dept) the situation. She assured me that this matter would be taken care of as she was going directly to the supervisor herself.  Pete . with Customer Service. Sheele also told me that the supervisor I had previously spoke with misinformed me by stating my dad was not covered with the virus protection plan. He was covered.

(IN THE MEANTIME, AT&T CUSTOMER SERVICE CONNED MY DAD INTO PURCHASING THE $120.00 VIRUS PROTECTION. AFTER I INFORMED THEM THAT MY DAD HAD JUST LOST HIS MOM A WEEK AND A HALF AGO AND HAD SOME BRAIN DAMAGE DUE TO HIS STROKE) Ended up that customer service tech dept. coached him through removing the virus. This caused my dad to lose all of his files on his hard drive except the virus.

I drove from Sacramento, California to Grass Valley, California an hour and a half away and took the day off work to deal with this. The result had to spend $429.00 on a new computer for my dad.

10:15 a.m. 02/05/14No solution stated Pete  will be calling me

11:38 a.m. 02/05/14was told Pete  would call me back.

1:00 p.m. 02/05/14wrong department/transferred on hold for 9 mins. Spoke with a woman in customer service who said she was going to transfer me. Hold for 20 mins and the hung up on AGAIN!

2:42 p.m. 02/05/14Pete  from the Houston dept. called me and told me that he would call me back in one hour. With a solution and a refund of the $120.00. Along with compensation for our troubles.

2:52 p.m. 02/05/14 placed on hold after asking for Pete  spoke with someone that stated they would transfer me to Pete . Transferred and disconnected.

3:12 p.m. 02/05/14placed on hold for 9 mins. Disconnected.

4:21 p.m. 02/05/14placed on hold for 17 mins. Then disconnected.

9:44 a.m. 02/06/14placed on hold then disconnected after 2mins.

9:52 a.m. 02/06/14placed on hold for 14 mins. While being transferred then disconnected.

1:11 p.m. 02/06/14When I spoke this time with the rep. I stated my attorney was on the line. He verified and yet I was placed on hold for 1.35 mins and never picked up. I eventually hung up. Knowing my attorney was on the line this is how AT&T customer services handled it.

2:05 p.m. 02/06/14my mom and I called three way. Spoke with a nice woman in customer service who transferred us over to a different dept. who said she would cancel the service of $120.00 but that she would charge an early termination fee of $110.00 my mom said no let me talk to your supervisor. On hold for 20 mins. the supervisor stated she would refund $110.00 but would charge my dad$15.00 for the time the tech took to try and remove is virus. (WHEN THEY ONLY ERASED THE WHOLE COMPUTER DRIVE EXCEPT THE VIRUS) My mom told them that if that were the case she would cancel all the services including cell phone services. That is when I hung up and decided that posting this and reporting AT&T to the BBB would be the best way to resolve this.

At this point I expect AT&T to refund my dad the following:

 $120.00 they conned him into for virus protection plan.

$429.00 for a new computer.

[Legal discussions are not permitted per the Guidelines]

 

 

[edited for privacy]

My Dad has been an existing and reliable customer of AT&T for over ten years.

Feb. 4, 2014 my dad somehow got a virus on his computer. He called AT&T for help and instead of being treated like a valued customer, they end up conning him out of $120.00. After I spoke with AT&T informing them that my dad was not in the right mind state to handle this matter due to losing his mom a week ago  as well as suffering effects of having a stroke some time back. AT&T deliberately used my dad's sorrow and disability for financial gain.

AT&T CODE OF ETHICS

Our Commitment to Our Customers

We follow ethical sales practices.

Our customers should always know we value them. We fairly represent our products and services to them. We listen to our customers, and challenge ourselves to find new ways to offer the best solutions available to help them communicate efficiently, sustainably, and safely.

We earn and preserve their trust by treating them with honesty and integrity and in a professional, courteous manner. We deliver what we promise. We do not provide goods or services that customers did not authorize.

Sometimes our customers are our competitors and suppliers as well. In those situations, we serve them in the same professional manner we would extend to any customer.

 

 

 

BELOW ARE THE CALLS BETWEEN AT&T AND I.

 

1:42 p.m. 02/04/2014First call to AT&T re: the virus issue my dad was having.

1:58 p.m. 02/04/2014 wrong dept. transferred.  Placed on hold for 20 mins.  Until I hung up.

2:25 p.m. 02/04/14placed on hold for 13 mins.  Spoke with customer service who tried to get me to purchase the $120.00 package plan. After declining  I  asked to speak to a supervisor.  I was placed on hold for 47 mins. Finally a supervisor came on the line only to inform me that my dad was not covered with the virus protection plan I was transferred over to tech dept. After explaining to Sheele (tech dept) the situation. She assured me that this matter would be taken care of as she was going directly to the supervisor herself.  Pete . with Customer Service. Sheele also told me that the supervisor I had previously spoke with misinformed me by stating my dad was not covered with the virus protection plan. He was covered.

(IN THE MEANTIME, AT&T CUSTOMER SERVICE CONNED MY DAD INTO PURCHASING THE $120.00 VIRUS PROTECTION. AFTER I INFORMED THEM THAT MY DAD HAD JUST LOST HIS MOM A WEEK AND A HALF AGO AND HAD SOME BRAIN DAMAGE DUE TO HIS STROKE) Ended up that customer service tech dept. coached him through removing the virus. This caused my dad to lose all of his files on his hard drive except the virus.

I drove from Sacramento, California to Grass Valley, California an hour and a half away and took the day off work to deal with this. The result had to spend $429.00 on a new computer for my dad.

10:15 a.m. 02/05/14No solution stated Pete  will be calling me

11:38 a.m. 02/05/14was told Pete  would call me back.

1:00 p.m. 02/05/14wrong department/transferred on hold for 9 mins. Spoke with a woman in customer service who said she was going to transfer me. Hold for 20 mins and the hung up on AGAIN!

2:42 p.m. 02/05/14Pete  from the Houston dept. called me and told me that he would call me back in one hour. With a solution and a refund of the $120.00. Along with compensation for our troubles.

2:52 p.m. 02/05/14 placed on hold after asking for Pete  spoke with someone that stated they would transfer me to Pete . Transferred and disconnected.

3:12 p.m. 02/05/14placed on hold for 9 mins. Disconnected.

4:21 p.m. 02/05/14placed on hold for 17 mins. Then disconnected.

9:44 a.m. 02/06/14placed on hold then disconnected after 2mins.

9:52 a.m. 02/06/14placed on hold for 14 mins. While being transferred then disconnected.

1:11 p.m. 02/06/14When I spoke this time with the rep. I stated my attorney was on the line. He verified and yet I was placed on hold for 1.35 mins and never picked up. I eventually hung up. Knowing my attorney was on the line this is how AT&T customer services handled it.

2:05 p.m. 02/06/14my mom and I called three way. Spoke with a nice woman in customer service who transferred us over to a different dept. who said she would cancel the service of $120.00 but that she would charge an early termination fee of $110.00 my mom said no let me talk to your supervisor. On hold for 20 mins. the supervisor stated she would refund $110.00 but would charge my dad$15.00 for the time the tech took to try and remove is virus. (WHEN THEY ONLY ERASED THE WHOLE COMPUTER DRIVE EXCEPT THE VIRUS) My mom told them that if that were the case she would cancel all the services including cell phone services. That is when I hung up and decided that posting this and reporting AT&T to the BBB would be the best way to resolve this.

At this point I expect AT&T to refund my dad the following:

 $120.00 they conned him into for virus protection plan.

$429.00 for a new computer.

[Legal discussions are not permitted per the Guidelines]

 

 

[edited for privacy]

Re: AT&T is horrible, all prospective customers flee while you still can

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Feb 7, 2014 6:49:12 PM
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Edited by JefferMC on Feb 7, 2014 at 6:51:32 PM

I'm sorry for the loss of your grandmother and for your dad's condition.

 

However, AT&T is not responsible for your dad's PC getting a virus, and also not responsible for seeing to it that it get removed.  The ConnecTech service is a paid service to help consumers with PC problems, like virus infections.  AT&T does provide an AntiVirus package from McAfee for free, but (a) you have to have it installed for it to have a chance to work, (b) it doesn't always work, and (c) it's best effort and not guaranteed to prevent all virus infections.

 

The most I feel you should expect from AT&T would be a refund of part (maybe all) of the annual ConnecTech service contract they sold him.  The $120 less $15 is a fairly reasonable solution. However, given the extenuating circumstances you mention, I could see your point and were I an AT&T manager, I'd probably go for that.

 

Purchasing a PC to correct the virus infection was your decision.  Paying for an attorney for a case you will likely lose is also your decision to make.

 

You can try clicking this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three.  They may be able to offer more than the people on the telephone, but I wouldn't count too highly on that.  In your situation, I'd take the $105 back and call it even.

 

I'm sorry for the loss of your grandmother and for your dad's condition.

 

However, AT&T is not responsible for your dad's PC getting a virus, and also not responsible for seeing to it that it get removed.  The ConnecTech service is a paid service to help consumers with PC problems, like virus infections.  AT&T does provide an AntiVirus package from McAfee for free, but (a) you have to have it installed for it to have a chance to work, (b) it doesn't always work, and (c) it's best effort and not guaranteed to prevent all virus infections.

 

The most I feel you should expect from AT&T would be a refund of part (maybe all) of the annual ConnecTech service contract they sold him.  The $120 less $15 is a fairly reasonable solution. However, given the extenuating circumstances you mention, I could see your point and were I an AT&T manager, I'd probably go for that.

 

Purchasing a PC to correct the virus infection was your decision.  Paying for an attorney for a case you will likely lose is also your decision to make.

 

You can try clicking this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three.  They may be able to offer more than the people on the telephone, but I wouldn't count too highly on that.  In your situation, I'd take the $105 back and call it even.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: AT&T is horrible, all prospective customers flee while you still can

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After dealing with Uverse. I will never get Wireless Phone Service or Direct TV with them. I'd rather drop dead than deal with them. Wish we had more options.

After dealing with Uverse. I will never get Wireless Phone Service or Direct TV with them. I'd rather drop dead than deal with them. Wish we had more options.

Re: AT&T is horrible, all prospective customers flee while you still can

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