Tutor
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7 Messages
Where is it possible to email a detailed complaint?
Good afternoon,
I was wondering if it would be possible to have an email as to where a detailed explanation of a complaint can be sent. I feel I have been patient with ATT as I have been without service for 4 days and would like an detailed explanation as to how the company is unable to service my specific issue.
Thank you!
Anonymous
New Member
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25.7K Messages
10 years ago
No email address but I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the flashing envelope at the top right of the page for your response from a team member.
These folks will be able to help more than an email to someone.
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lp618em
Tutor
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7 Messages
10 years ago
Thank you for the direction. PM has been sent, hopefully not too long to read.
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lp618em
Tutor
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7 Messages
10 years ago
Just in case anyone is curious, I sent the PM yesterday, no response but they do have a 2-3 day turn around time. However the work that was supposed to be completed yesterday was not done and we are now on day 5 with no resolution, nor call back from any of the multiple "supervisors" I have spoken with.
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docbombay
Guru
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1K Messages
10 years ago
Keep in mind that the response time is usually in business days, and that Monday is a holiday. You might hear today, but it could be that you will not get a reply until at least Tuesday of next week. Hang in there (easy for me to say)-- Customer Care is an extremely effective group and will most likely be able to resolve your issue. Please post with the results--I hope you get a rapid solution.
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lp618em
Tutor
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7 Messages
10 years ago
I completely understand that Monday is holiday and I am ok with waiting on the response from here. The shameful part is what has been happeing with the service I have been receiving from the phone unit. If you want a copy of what has been going on so far I am more than happy to send it privately. Im trying to be courteous and not just posting it here, for now. And I will be updating regularly as I am keeping a daily tracking of any events involving ATT.
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lp618em
Tutor
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7 Messages
10 years ago
Update: Yesterday we were promised at 5pm after an hour on the phone that a technician would call us within 15 to 20 minutes to come out to the house and fix the issue of us having no service that was cut off by ATT by accident. At 7pm finally we have to call and of course we are told that there was an outside technician but there is no one at our house nor the hub. They then tell us someone would be out at 8am in the morning. Call att today and of course the technician is still working on the line outside. Needless to say there is no one there, so he must have an invisibility suit as he has been there for three days with no results. So now on hold for another hour to find out who the invisible technician is.
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ATTU-verseCare
Community Support
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6.7K Messages
10 years ago
Hi lp618em,
I'm sorry about the delay to restore your service. I received your private message and will be glad to assist you moving forward. Please check your Private Messages for further updates.
SadathCS
ATTU-verseCare
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lp618em
Tutor
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7 Messages
10 years ago
Update 05/27: So on Friday night spoke with retention, and so far another broken promise and no resolution on our service. On Saturday my spouse spoke with ATT for three hours and finally they got a tech to call and come out to the house.
The tech was very polite and amiable, unfortuntely for him and us it took them over 6 hours to finally fix the issue. At this point it had been 6 days total wasted where we were forced to stay home as everyday someone was coming out. And to top it off, the GPON and N router that was supposed to be installed and caused all this drama can only be doen if I UPGRADE my service. Are you kidding me, why would you promise me that I was getting this for 6 days and on the last tell me its not possbile unless I pay you more, so you screwed up my service and cause us undue stress for absolutely nothing? ATT seriously needs to get their act together, and have a much better structure in place for escalation, specifically since apperently all your call centers are filled with "supervisors" but no one ever appears to be in charge of them.
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lp618em
Tutor
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7 Messages
10 years ago
Everything sire that you have said is correct, and I understand that if you want faster than 18mbps I would need to upgrade. The problem however is that all I asked for was an N-capable router, thats it, and no N router needs to be above 18mbps. When I originaly requested, not one person said anything about needing to upgrade my service. Not once unti lthe very end, however they made the promise that I would have a working N-router. So unfortuantely there is still a lack of knowledge on CSR side as to what can and can't be done. If they would have just known that I would not be able to get one from the begining I would not have gone and wasted 6 days of my time with no service always waiting for a tech day after day.
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willchen
Scholar
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147 Messages
10 years ago
I see that it's been about 9 months since I've first posted and there still seems to be a similar number of recurring complaints about customer service. Nobody at AT&T seems to want to fix the fundamental problem of poor customer service at the call centers. It does look like "@my thoughts" is writing in slightly more coherent and complete sentences.
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