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Customer Service FIasco!

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Customer Service FIasco!


I was looking for a way to actually complain about your service in which it would make an impact so I am sending this email to your address.  On January 1st, 2012, I lost my U-Verse service and called to try to troubleshoot the issue.  They talked me through troubleshooting the issue and determined that the issue was a bad modem.  They advised me that they would ship out a new modem for me to swap out and we would receive it in a couple of days.  I asked if they had an option for me to pick it up locally since it had been diagnosed by their tech specialist.  The said that shipping it out was the only option and it would be guaranteed to be there by 7:00 pm on January 3rd.  I asked to speak to their manager and was elevated to the next level and shared my frustration but received the same message.  The also told me that they were authorized to take $5 per day off for each day of service lost.  I said that this was unacceptable due to the fact that I was paying $6.50 per day.  I initially spoke with Jared and was elevated to Alex.  No further options were offered.  I visited the local Blue Springs, Missouri ATT store and was told the same thing and had them fill out a form to elevate my complaint.  The evening of January 3rd, I waited from 5:00 pm to 7:00 pm at my house awaiting the modem delivery.   When it was not delivered by 7:14pm, I called and spoke with Lee and after further investigation was told that apparently the previous representative failed to send the order and it was not shipped.  At that point I requested to speak to a manager and was transferred to Dino.  I expressed my dissatisfaction and was told that they would ship out a new modem to arrive on the 5th by 7:00 pm.  I was also told that they would credit my account for $5 a day and I told them that was unacceptable since I was spending more.  He then said that he would send out a technician the next day to fix the unit since I was so dissatisfied and they had messed up with the shipping.  I was okay with that until he said if another problem was identified a $99 charge would be charged for a service call.  I expressively declined and advised that I would wait for the delivery on the 5th reconsider my choice for a internet provider during the delivery period.  He did indeed agree to credit me $20 for the three additional days of service lost.  I asked to speak to the next level manager and was allowed to talk to Mika.  I complained and told her I would await delivery and make a decision on the 4th as to who I would support by using them for internet and TV.  I also expressed that my father had passed away on December 28th and buried on Jan. 2nd and trhat I had to go to the local Barnes and Noble to work on taking care of my fathers affairs a process that would have been better spent than the 51 minutes futile conversation with the ATT reps.   I believe your system is broke when I go 5 days without service and have expressed willingness to do whatever I needed to replace the unit.  Overnight deliver should be an option but nothing was suggested.  I have been a customer of ATT for as long as I have had a cel phone and have contributed lots of money to your company, It should have been handled different!  As a former manager with the FAA, this was very poorly handled!   Thank for your time in reviewing this complaint!


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Message 1 of 4

Re: Customer Service FIasco!

Since this is account specific 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. Their normal business hours are from 7am to 10pm Central Time. 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. List Private Messages

 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 2 of 4
Contributor

Re: Customer Service FIasco!

 have the same problem regarding my Internet service. I had AT&T high speed Internet for 3 years. first it was $14.95/ month, then $19.95 and finally it went up to $24.95. but when I moved to a new apt I couldn't get a straight answer wether I could move my service and when. In a period of 3 weeks I waited on the technician to come and fixe my service but after every missed appointment when I call, I was told by the reps, supervisors and even managers that: there is no appointment in the system,the technician is still on the way( going 3 hrs later...), or my favorisite the sistem shows that he is at your apt right now....

so having wasted enough of my time, I cancelled AT&T and went with another company. But a month later I saw an AT&T commercial advertising a $14.95 rate for Internet  for a year period. So I though I could save a few bucks if I switch. WRONG! I called the 1800 288 2020 number and spoke to A.( a rep.) and when I ask her about the commercial she was nice and full of good news. Not only the promotional rate was $14.95 for a year but it also includes free installation and free equipment ( modem). I asked her if she was sure and I immediately put her on speaker so the other people in the room could hear the good news. She repeated and I Quote: " yes we (AT&T ) can offer you the high speed Internet you requested for this promotional price of $14.95  with no installation fee and no equipment fee all part of AT&T promotional deals if you subscribe today. You won't have to pay for any other charge except your bill of $14.95. This deal also includes a 30 days money back guaranty . So I switched.  my service was installed on 8/30/13. The tech was late, keep going back and forth( forgetting tools and going to retrieve them...putting mud all over my place- it was raining that day.) . Anyway D. The tech finished the installation and before he left I asked him if the promo I got was still going on? I was asking for my friend neighbor who heard my convo with the rep by the way and was also looking to switch, and as confirm the same infos A had given me over the phone.

so imagine my surprise when I got my first bill on 9/10/13 which was $314.41. My first thought was it was an error  easily fixable with a phone call to customer service. WRONG AGAIN.

every rep I was lucky enough to get on the line denied any promo and everything else. There is no notation of it anywhere. Yesterday, I spoke to T. an at&t supervisor she would bring it down to $214.41 and from next month my Internet would be what I was promessed in the first place but only after I pay $50 ( installation )+$100( Internet gateway??)+ $150( one time charge??)+ $41 (u-verse Internet pro??) + taxes.

And when I didn't agree to that deal and  asked about their 30 days money back guaranty, she told me I was no longer qualified wish got me to requested for her to escalade the call to a manager. She said there is no one else there but she will have someone to call me on Monday ....

I don't know about you guys but this is fraud pure and simple. A fortune 500 company deliberately making false advertisement, giving false informations in order to enter in a contract with individuals or businesses and the turn around and modify the terms of that contract, without the other party knowledge or agreement  for their own profit. I'm sure this is unlawful , illegal and so wrong.

We have got to do something. So if anyone have been through something similar  or have any other complaints about AT&T and its practices please contact me at lynadi2010@gmail.com

I am starting a petition and I will do my best to get us heard ( news outlets, elected officials, AT&T headquarter and CEO ,lawyers.... Anyone who can help). Lets put a stop to this madness.

Message 3 of 4
Highlighted

Re: Customer Service FIasco!


Labe123 wrote:

 have the same problem regarding my Internet service. I had AT&T high speed Internet for 3 years. first it was $14.95/ month, then $19.95 and finally it went up to $24.95. but when I moved to a new apt I couldn't get a straight answer wether I could move my service and when. In a period of 3 weeks I waited on the technician to come and fixe my service but after every missed appointment when I call, I was told by the reps, supervisors and even managers that: there is no appointment in the system,the technician is still on the way( going 3 hrs later...), or my favorisite the sistem shows that he is at your apt right now....

so having wasted enough of my time, I cancelled AT&T and went with another company. But a month later I saw an AT&T commercial advertising a $14.95 rate for Internet  for a year period. So I though I could save a few bucks if I switch. WRONG! I called the 1800 288 2020 number and spoke to A.( a rep.) and when I ask her about the commercial she was nice and full of good news. Not only the promotional rate was $14.95 for a year but it also includes free installation and free equipment ( modem). I asked her if she was sure and I immediately put her on speaker so the other people in the room could hear the good news. She repeated and I Quote: " yes we (AT&T ) can offer you the high speed Internet you requested for this promotional price of $14.95  with no installation fee and no equipment fee all part of AT&T promotional deals if you subscribe today. You won't have to pay for any other charge except your bill of $14.95. This deal also includes a 30 days money back guaranty . So I switched.  my service was installed on 8/30/13. The tech was late, keep going back and forth( forgetting tools and going to retrieve them...putting mud all over my place- it was raining that day.) . Anyway D. The tech finished the installation and before he left I asked him if the promo I got was still going on? I was asking for my friend neighbor who heard my convo with the rep by the way and was also looking to switch, and as confirm the same infos A had given me over the phone.

so imagine my surprise when I got my first bill on 9/10/13 which was $314.41. My first thought was it was an error  easily fixable with a phone call to customer service. WRONG AGAIN.

every rep I was lucky enough to get on the line denied any promo and everything else. There is no notation of it anywhere. Yesterday, I spoke to T. an at&t supervisor she would bring it down to $214.41 and from next month my Internet would be what I was promessed in the first place but only after I pay $50 ( installation )+$100( Internet gateway??)+ $150( one time charge??)+ $41 (u-verse Internet pro??) + taxes.

And when I didn't agree to that deal and  asked about their 30 days money back guaranty, she told me I was no longer qualified wish got me to requested for her to escalade the call to a manager. She said there is no one else there but she will have someone to call me on Monday ....

I don't know about you guys but this is fraud pure and simple. A fortune 500 company deliberately making false advertisement, giving false informations in order to enter in a contract with individuals or businesses and the turn around and modify the terms of that contract, without the other party knowledge or agreement  for their own profit. I'm sure this is unlawful , illegal and so wrong.

We have got to do something. So if anyone have been through something similar  or have any other complaints about AT&T and its practices please contact me at lynadi2010@gmail.com

I am starting a petition and I will do my best to get us heard ( news outlets, elected officials, AT&T headquarter and CEO ,lawyers.... Anyone who can help). Lets put a stop to this madness.


If you had actually read the reponse to the original poster, you would know what to do. Dragging up 9 month old threads is poor etiquite.

Since this is account specific 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
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