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Re: Customer service issue


Customer service issue

I have been with AT&T for over 11 years and have seen customer service go from outstanding to the worst I've ever seen with any company. First of all every time I have called in (which has had to be over 20 times in the last 3 months to get my phones and billing straight) I have had to be transferred a minimum of 4 times with a maximum of 14 times in one phone call. I can not understand why each representative (especially supervisors) in your customer service department can not be trained to handle, have access, and authority to access an account in a single call. That's not counting the 9 times I was disconnected while being helped or transferred.  Most of your employees are very friendly but NO ONE can solve a problem without having to go to someone else. The last time I called in about a faulty phone still under warranty, It took 3 days of calling in with an average of 2.5 hours each day and so far I have talked to and explained the problem to 26 (no and the issue is still not resolved. I realize that AT&T/Direct TV is a very large company, but loyalty to said companies should be valued not penalized. Combined my bill is between 250.00 and 300.00 per month which I guess is not of much important to you. I used to tell everyone AT&T was the best cell phone carrier, even if it is a little more expensive than other companies the customer service was worth it.  Boy, I have had to eat my words for sure.  Customer retention is definitely not a priority anymore for sure! I hear Verizon, Sprint and T-Mobile want new customers maybe I'll see if any ONE person can help me there....

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Accepted by pdgood2018
‎07-09-2019 4:59 PM

Re: Customer service issue

Hello @pdgood2018,


We sincerely apologize for these negative customer service experiences that you've been having lately. We truly value your loyalty as a customer of AT&T for over 11 years, and we'd be happy to assist you with replacing this faulty phone that's still under warranty. You can follow the steps at this link to Learn how to replace a defective device. After you've received your warranty exchange device replacement, you can follow the steps at this link to Return your defective device after warranty exchange. Please let us know if you have any further questions or concerns.


Sean, AT&T Community Specialist

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Message 2 of 5

Re: Customer service issue

Thank you

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Re: Customer service issue

I just want to carryover my unused minutes.  Only 4 days late in renewing. [edited for privacy – please do not post personal information]

Message 4 of 5
ACE - Expert

Re: Customer service issue

@glndal wrote:

I just want to carryover my unused minutes.  Only 4 days late in renewing.

Delete your phone number if you haven't already!


If your prepaid balance expired, it's gone. There's no such things as "only xxx late."

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