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

Teacher

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.

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Message 1 of 22

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

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
Message 2 of 22
Highlighted
ACE - Scholar

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

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.
Message 3 of 22

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

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?

Message 4 of 22
ACE - Expert

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


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.
Message 5 of 22
Community Support

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

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?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

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Message 6 of 22

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

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

Message 7 of 22
ACE - Expert

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


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.
Message 8 of 22
Teacher

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

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. 

Message 9 of 22
Employee

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

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

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 10 of 22
Teacher

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

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

Message 11 of 22
Teacher

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

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.

Message 12 of 22
Teacher

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

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?
Message 13 of 22
Teacher

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

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.

 

Message 14 of 22
Tutor

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


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.

Message 15 of 22
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