06-14-2011 2:50 PM
My husband and I have been trying to get a new phone line installed at his mother's home next door to us for over 2 weeks now. They finally came out to put in the new line yesterday to her home but the order had been written up incorrectly at the ATT office so the tech had to do a patch to get it to work. As of today, her phone is no longer working. She is 88 years old and in poor health and at this point this is a SAFETY issue. We have spent about 4 hours total on the phone with AT&T in the past two weeks trying to get this done and we are totally in didbelief at their horrible inadequate customer service. We cannot reach anything but a phone tree that is the worst phone tree EVER, and when we finally explain what is going on they tell us it will be another 2 weeks before they can fix this. AT & T is the WORST company I've ever dealt with in my entire life and I guess they can get away with it since they are a monopoly. We were thinking of switching to ATT U-verse before this happened but that will never happen now. I'm also considering switching cell phone companies for my son and myself just so I won't have to deal with them again. I will tell everyone I see what horrible service we have had and hope that just the bad advertising will hurt them in ANY way. I realize that I am just one person, and it probably won't make a difference but I hope one voice will count for something. ATT, you should be ashamed that you are making an 88 year old woman wait so long to have phone service so that she can feel safe in her own home.
06-16-2011 8:31 AM
06-16-2011 8:20 PM
I totally agree!!! Every single time I have to contact them I am on the phone for at least an hour between the time it takes to wait for a CSR and the time it takes for the incompetent CSR to resolve the issue. Most times I have to call back another 2 times until my issue can be fully resolved. It is ridiculous! I am even a stay at home mother. I have no idea how people who work full time ever get the chance to spend this much time on one service.
I seriously have had it. I had to call in a few evenings ago to change my plan, dispute charges on my bill, and complain about the HORRIBLE service I have. EVERY single time I am on a call it drops me or worse yet, I can't even call out at times. This is a major problem for me since I do not have a landline phone and if I need to call out in the case of an emergency I could not. Tuesday night I called AT&T and immediately requested to speak with a manager. I was told by the CSR that the manager had too many calls already and he asked if I would "give him a chance". Feeling bad I did give him a chance, but we didn't get too far into the conversation when I became very annoyed. First of all, the guy was not able to speak English very well at all. I could barely understand what he was saying. He also told me something different than the other 100 CSR's I have spoken to in the past. This is EXACTLY why I requested to speak to a manager in the first place! He argued with me and/or found an excuse to make me continue my conversation with him even after the multiple times I asked to speak with a manager. You can forget about asking how to identify them or getting a number to their direct line in case they do not resolve your issue and you have to call back. This particular CSR did NOT know what he was doing as many times I had to correct the information he was telling me. Several times I had to be put on hold so he could go ask the supervisor who was entirely too busy to speak with me, yet had the time to relay information to his supervisee to relay to me. Thhis makes absolutely no sense whatsoever!
I ultimately requested to downgrade my service. My bill was already overdue because AT&T has changed their website and I was unable to make a payment online because of their error. This CSR told me the change in my service would be backdated to my current bill and I would not be charged late fees. He instructed me to wait 24 hours before I attempted to make a payment online and assured me that my balance would reflect the downgrade.
Here it is over 48 hours from that phone call and my balance is still what it was 3 days ago! However, they didn't procrastinate on taking away every single rollover minute I had accumalated up untl that day (over 6,000 minutes!!!).
I have concluded that AT&T cellular service and customer service are not worth the price. My contract is up and I think I just might switch providers. I can only take so much.
06-17-2011 1:54 AM
Sorry about your experience, but there are nightmare customer service and installation stories with every big company. Customer service in general is a huge world wide problem, long gone are the days of the customer is always right.
Bottomline: In this day and age I would not even consider customer service when shopping around for a provider of service since they all have there issues. Factor in the cost, features and quality and go for it.
wait a minute..... say WHAT?... did i hear correctly? did kwinston "Just" say,,,,
No! kwinston, say it aint so:
06-17-2011 4:42 AM
06-17-2011 4:55 AM
06-17-2011 5:04 AM
06-17-2011 5:11 AM
06-17-2011 5:21 AM - edited 06-17-2011 5:23 AM
Let me go father back into my AT&T CS experience. What you have read so far is only the last 2 years, which has been very good, if not exceptional. IMO I was an AT&T customer pre-2005. By early 2005, I cut ties with AT&T entirely, dropped my landline, my wireless and even my AT&T Universal credit card because back then their CS truly sucked.
After that, for wireless I was then a happy cingular customer. Well then AT&T buys out Cingular and I'm once again an AT&T customer. I could not escape this company. lol Gradually during the remaining part of my contract AT&T's CS very slowly was improving, enough by contracts end to have me renew my contract and get an iphone.
AS time went by, the CS kept slowly improving and improving. by August of 2009, I switched to Uverse and the customer service keeps getting better and better. Say what you want, At&T is trying hard to improve their CS. Maybe it's more a regional thing, were certain regions are better than others.
Am I happy AT&T customer? Now that I have a microcell that I'm not paying for, my dropped calls issue is a thing of the past, so yes I'm happy.
06-17-2011 5:34 AM
06-17-2011 5:37 AM
06-17-2011 5:38 AM
06-17-2011 5:41 AM
06-17-2011 5:51 AM
06-17-2011 5:58 AM
© 2016 AT&T Intellectual Property.This link will open a new window All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Congratulations! You earned the Liz badge!