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Re: Re: Email address for AT&T Customer Service/Satisfaction

Email address for AT&T Customer Service/Satisfaction

I have been a customer with AT&T for almost 20yrs now and would SIMPLY like an email contact address for Customer Service/Satisfaction where I am able to send an email detailing an issue, receive a confirmation of receipt & hopefully, in a reasonable amount of time, a response.

 

I have been UNABLE to accomplish this SIMPLE TASK for weeks now - I do NOT wish to utilize the "Live Chat" feature BUT I have attempted to obtain the email contact point via this method and have failed miserably !!

 

A few attempts ended in my being given email addresses which resulted in IMMEDIATE "Fatal Error" returned email, others I assume went into The Matrix and remained there never to be heard of again as they were neither returned as Fatalities nor acknowledged/answered after weeks of waiting .......

 

Needless to say I am both frustrated and angered by the manner in which AT&T has conducted itself as a company - someone must be accountable so if there is anyone who reads this and is able to assist me in any way please. 

 

I will be most appreciative & grateful, ThankU in Advance, JoeM 😞 Man Sad

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

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Message 1 of 70
ACE - Expert

Re: Re: Email address for AT&T Customer Service/Satisfaction

@dashiell1950, you’ve tried almost everything. What are you seeking? It’s possible it just isn’t feasible. 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 31 of 70
Highlighted
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

Dear Mr. Randall Stephenson

 
I recently visited an AT&T store with my spouse, who is a current AT&T customer, to inquire on promotions and services offered by your company.  After consulting with a sales rep, my husband decided to upgrade his Samsung Galaxy 8 to a Note 9.  At that time, it was explained that a BOGO deal was in place, so we purchased 2 Note 9's (which we are awaiting arrival).  In addition, we signed up for Direct TV, to be installed this week. 
 
With that being said, at the time of the store visit (8/10/18), I owned a J7 phone with an active Boost Mobile phone plan.  Without my approval, the sales rep disconnected my service with Boost and was unable to reconnect since the phone was locked.  There was no reason for him to transfer service at that time, as the Note 9 phones were being ordered.  He then provided me with a J3 phone and activated it with AT&T, assuming this would resolve my issue. 
 
Until today, I was not aware that I would be charged for service while awaiting the Note 9 (estimated delivery to be 2 weeks).  I understand that the phone provided to me is currently being used, however, I have no other choice, as it is a means to my employment.  I contacted customer service with my concern, as well as the manager at the local AT&T store, only to be met with dissatisfaction.  
 
I feel it would be in the best interest of the company to credit me $35 for the disconnection of my service with Boost since the disconnection was at no fault of my own, and that of the AT&T sales representative.  
 
I would greatly appreciate your assistance with this concern.  Please feel free to contact me with any concerns or additional questions you may have. 
 
Kindest Regards,
 
Crystal Ballard
 
 
 
Message 32 of 70
ACE - Sage

Re: Re: Email address for AT&T Customer Service/Satisfaction

@CKBALLARD

You’re  kidding right?    

In order to get in on the BOGO promotion, you have to pre order as a new customer, and they gave you a loaner phone too.   Let’s see, $35.... to get a $1,000 free phone.  

    BTW, this is a customer populated forum, not how you contact ATT.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 33 of 70
Contributor

Re: Re: Email address for AT

Nothing is ever free!!!
Message 34 of 70
Scholar

Re: Re: Email address for AT&T Customer Service/Satisfaction

Don't see anyway to do it.  I'm on the job, away from home, can't receive images via messaging all of a sudden, no way to get help.  Worked earlier, doesn't work now.  Rebooted phone, didn't help.  After rebooting I always get 10 to 20 voice messages that are OLD! What's wrong with the system?  They screwed up our billing, bill is too large, Internet was combined which we didn't want... bah blah blah.... I'm tired of it.

Message 35 of 70
ACE - Sage

Re: Re: Email address for AT&T Customer Service/Satisfaction


@timbuk2okc wrote:

Don't see anyway to do it.  I'm on the job, away from home, can't receive images via messaging all of a sudden, no way to get help.  Worked earlier, doesn't work now.  Rebooted phone, didn't help.  After rebooting I always get 10 to 20 voice messages that are OLD! What's wrong with the system?  They screwed up our billing, bill is too large, Internet was combined which we didn't want... bah blah blah.... I'm tired of it.


Away from home WHERE?     If you are out of the US, that might be the problem.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 36 of 70
Scholar

Re: Re: Email address for AT

100 miles away.
Message 37 of 70
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

The only problem with calling is that they will never transfer you when you want to talk to a supervisor or how do you know if they really care about your problem if they are not doing anything to solve it? 

They don't have an email so customers will not be able to complain and follow up with their problems. 

Message 38 of 70
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

National EAS Presidential Alert 10/03/2018

 

Aloha AT&T

 

I have (3) phones in my house hold (2) phones under the same AT&T account, the other under a Verizon account.

 

I am in UCT/GMT -10 time zone.

 

Today's scheduled EAS that was expected @ 08h18 for National Wireless Alert occurred with out issue and on time for (2) devices (1) on AT&T and (1) on Verizon. The remaining AT&T phone receive the same alert @ 08h23. This is not the first time that this same phone received an EAS alert after a delay. The last time is when a missile "NOT A DRILL" was sent out.

 

What cell phone setting changes do I need to make sure that I get EAS messages with no delay?

 

20181003_131848.jpgFEMA WEA Cell Test received: 08h18IMG_E5154.JPGFEMA WEA Cell Test received: 08h1820181003_131925.jpgFEMA WEA Cell Test received: 08h23

Message 39 of 70
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

Utter HOGWASH !

When you PM, there is no customer support user.

You end up in a circle. This is the most non-helpful, non-useful answer so far.

Message 40 of 70
ACE - Sage

Re: Re: Email address for AT&T Customer Service/Satisfaction


@impi53 wrote:

National EAS Presidential Alert 10/03/2018

 

Aloha AT&T

 

I have (3) phones in my house hold (2) phones under the same AT&T account, the other under a Verizon account.

 

I am in UCT/GMT -10 time zone.

 

@Today's scheduled EAS that was expected @ 08h18 for National Wireless Alert occurred with out issue and on time for (2) devices (1) on AT&T and (1) on Verizon. The remaining AT&T phone receive the same alert @ 08h23. This is not the first time that this same phone received an EAS alert after a delay. The last time is when a missile "NOT A DRILL" was sent out.

 

What cell phone setting changes do I need to make sure that I get EAS messages with no delay?

 

20181003_131848.jpgFEMA WEA Cell Test received: 08h18IMG_E5154.JPGFEMA WEA Cell Test received: 08h1820181003_131925.jpgFEMA WEA Cell Test received: 08h23


The emergency alert was scheduled to begin a 8:18 and end 30 minutes later.  So while the first two were instant, the other was well within the acceptable time expected.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 41 of 70
ACE - Sage

Re: Re: Email address for AT&T Customer Service/Satisfaction


@BoxTop wrote:

Utter HOGWASH !

When you PM, there is no customer support user.

You end up in a circle. This is the most non-helpful, non-useful answer so far.


The PM system is now a one way street.  If you need help file a BBB or FCC complaint and someone from ATT who can do something will contact you.

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 42 of 70
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

Same issues here!! They ask for your “best number to reach you at if by chance we are disconnected” then after 1.5hr on CHAT and finally getting a solution we are disconnected and yet no one calls me back!!!! There was no attempt to contact me period!! I initiated another chat session only to have to start completely over!! I now keep getting an email stating I’m passed due but it was paid a week ago. Finally got to speak to someone “overseas” nonetheless and am told I have a zero balance and payment was received. Yet I continue to get the “you’re past due” emails up to three times a day. Super frustrating!!

Message 43 of 70
Contributor

Re: Re: Email address for AT&T Customer Service/Satisfaction

I am writing to complain to you about the atrocious customer service that I have received from your company. Frankly, it should be an embarrassment to you. In fact, every time that you have come to my house for service there has been a problem.

It started with installation. That particular event resolved relatively, satisfactorily. However, there was a huge miscommunication between sales and installation. Although we had instructed the sales associate that we had just purchased a new house and that we were unsure if cable was present, and in fact felt that was unlikely, the install tech had been informed that everything was wired and it would be a simple job. In reality, he had to string wire all the way to our house from an electrical pole three houses down. Our house had no cable connection of any kind, so he then had to string cable throughout. It ended up taking the entire day instead of the two hours projected. Nonetheless, the tech was professional. He showed up on time, and he kept us apprised of the work as it progressed. He also was relentless in finishing the work for us.

Fast forward to November 20th, the Tuesday before Thanksgiving. My husband arrived home from work at about 4 PM to find about 6 AEP (power company) trucks and 2 ATT trucks outside our house. Apparently, the pole in our backyard was damaged and required immediate replacement. The power company determined that the poly was owned by ATT, and your guys replaced the pole. They then left. AEP meanwhile continued working until power was restored, around 8 PM, at which time we discovered that we had no cable or internet service. The ATT crew that worked on the pole left no contact information of any kind, and did not follow up with us to make sure that we had service.

This resulted in calls to your service center to arrange for repair. Because of the nature of the incident (service disconnected from pole), I was aware that standard measures (rebooting the router) were unlikely to resolve the problem. Yet, I was subjected to a maze of prompts before I could ever reach a live individual to help me solve my problem. Thus, by the time I actually got to the customer service line, I was already infuriated. It would seem that this is counter to the goal of customer service, which should be efficient. For example, I had to re-enter my information several times to locate my account, and yet, when arriving at customer service I was asked yet again for the same information. So what was the point of entering it on the robotic system? The person I spoke with was able to schedule an appointment for Thanksgiving day, which was completely unacceptable given that the outage was caused by an ATT crew in the first place, and that that crew never bothered to ensure that we had service after the incident. If we had not seen the trucks, we would have had no idea why we were out of service.

The tech that I spoke with was unable to reach anyone in the US to attempt to move our service to Wednesday as it was late Tuesday night by the time this occurred. She was however very persistent and did return her calls as promised in a timely manner. I called the service center again the next morning, around 8 AM, and a crew was able to be sent out that day, Wednesday, one day earlier than originally scheduled. In this case, I spoke to someone at an Atlanta service center, which was much more helpful than the call center, obviously in India, that I had spoken with earlier. Although the India call center professes compassion and sympathy with my concerns, they seem completely powerless to do anything other than offer me sympathy and offer to call me back in 30 minutes to an hour to tell me that they are sorry and cannot do anything because they are completely unable to communicate with whoever in the US they need to talk to. So honestly, what is the point? Nonetheless, that incident was resolved when the tech come out the next day and reattached the wire to our house. It took several hours (maybe 4?), but service was restored in time for Thanksgiving.

The latest incident began on Friday afternoon (12/14) when I came home from work early to find unmarked trucks outside my house removing the damaged pole from the Thanksgiving incident. I asked the crew what they were doing and they indicated pole removal and that they would finish the job shortly. If I had not seen the crew, I would not have known what happened. Even though they had to access my property to reach the pole, yet again, they left no information indicating that they had been there or who to contact if problems arose. I went out again and returned about an hour later to discover no cable or internet again. We contacted ATT, who indicated that a tech could come out on Saturday (12/15) to do the repair between 4-6PM.

We felt fortunate on Saturday when the tech asked if he could come earlier, as we were eager to have our service restored. He arrived around 3 PM, but it was rainy and already getting dark. He worked as hard as he could, discovering that our line was yet again cut (thank you ATT crews for your excellent (cough) work!) and he had to restring from three houses down yet again. Unfortunately, because of the rain and darkness he was unable to complete the job. Now, here is where your service really goes over the line. He indicated that someone would be out the next day to complete the job at 10 AM. We understood that it was dark, although we would have offered him a flashlight and gone up the ladder to help him if we knew what was coming next.

We left for the evening and received a text around 8 PM that our ATT service crew would be arriving Monday! Between 4-6 PM, a full day and a half after what the tech had just told us. Call to your call center have been completely fruitless. Your customer service individuals keep telling us that they are completely powerless, that they need to talk to other individuals, and they would “call us back in…(it varies between 30 min to 4 hours).” So, I am left to conclude that the tech in question must have lied to us about a service appointment the next day? Also, despite this horrible treatment, the only thing I could get out of customer service was: “I don’t have the power to change that” and “I have spoken with dispatch and they are really busy and there are no opengins.” To me, that sounds like your business is not important to us. Usually, when someone starts a job, they finish it. I don’t understand why a new job would be prioritized over one that was not completed the day before. I don’t understand why it takes 2 hours to get a call back from dispatch. I don’t understand why your tech lied to us, and I don’t understand why it is so challenging, usually eating up several hours of my day, to get a real individual with real power to solve my problems on the phone.

Now you may ask why haven’t you just canceled, and don’t think I’m not at that point. The truth is I really enjoy your cable user interface. At this point, though I am not sure that those benefits outweigh the tremendous difficulties I have had with your service department. Frankly, it is completely unacceptable. What I would like from you at this point, is an indication that you have actually read this letter, and some description of changes you plan to make to ensure that other customers do not suffer what we have suffered.

Message 44 of 70

Re: Re: Email address for AT&T Customer Service/Satisfaction

I, like you, have been a customer for so many years I lost count. However, this runaround with chat screens and constantly being pushed the next person and nobody, absolutely nobody, being able to fix my service has assured me that it must be time to find a new cell  company; seems like ATT has forgotten how important customer service is. 

Message 45 of 70
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