AT&T Community Forums

Escalation Needed

I recently purchased a new vehicle with AT&T My Connected Car.

I have had the car for just over 3 months. I had a 3 month free trial for AT&T My Connected Car for internet service for the vehicle. The service worked for 4 days out of the 3 months.

I have signed up for a $200 12 month plan, and the service continues to not work.

I have contacted AT&T My Connected Car no less than a dozen times and they cannot resolve the problem. They have referred me to Jaguar Customer Relations. Jaguar insists the problem is with AT&T. I have been referred back and forth between AT&T and Jaguar Customer Relations no less than 8 times.

I have called AT&T My Connected Car and every call lasts in excess of an hour while they repeat the same troubleshooting steps to no avail. I have asked for an escalation to a manager on four separate occassions and have never received a call back. I have most recently asked for a director level or above to call me back but still receive not even the courtesy of a call back.

Each call to AT&T My Connected Call follows the same pattern. They verify all of my information, yet they have no record of any previous calls or troubleshooting. My latest call with them today (October 11, 2016) resulted in me being transferred to a technician when I asked for a manager. The technician who came on the line had no information regarding who I was or why I was calling.

Bad customer experience continues.

Tomorrow I'm going to call the Better Business Bureau, the FCC, the Federal Trade Commission and the Department of Consumer Affairs.

Does anyone in AT&T management ever call anyone back?

Responses

ATTHelp

Community Support

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231.2K Messages

8 years ago

Hello @JaguarWiFi!

I am so sorry that this service does not seem to be working for you! I also apologize that none of the troubleshooting has helped and that you have not been contacted back as you were told. This is definitely not the experience that we want for our customers and I will be more than happy to help!

We can definitely request management of our Connected Car department to get in contact with you right away and have this escalated for you. My team is going to send you a private message to gather a little more information to do so!

Keep a look out in your inbox for that! I look forward to hearing back from you, and appreciate you bringing this to our attention. Have a great day!

Bradilynn, AT&T Community Specialist

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mgarg2015

Contributor

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2 Messages

7 years ago

Highly disappointed with at&t, trying hard to get internet.. spoke several times with customer care every time different agent speak spend 30-50 min checking things here and there, logged tickets and every time they promised to call me back to update.. none has called me back to provide update.. created my account every time I call went to different departments after spending 30 -40 min each time they said it will take another 24-72 hours to update.. yesterday they said account is available for internet but not able to add services and team is working on to update databae.. still no update..

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JaguarWiFi

Contributor

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2 Messages

7 years ago

Had the exact same experience.

My advice is to go to the car dealership. Once I went there, they took care of everything.

Dealing with phone support is an epic waste and only frustrates you.

They're awful.

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ATTHelp

Community Support

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231.2K Messages

7 years ago

Hello @JaguarWiFi!

Thank you for reaching back out to us, and thank you for the suggestion!

The car dealership would be able to better assist with getting the connection set up between your phone and your car.

Thank you as well @mgarg2015 for contacting us! I do apologize you were unable to get the Internet set up at your home. I invite you to send us a private message to @ATTUVerseCare with your full name, a good contact number, and the best time of day to reach you.

I look forward to hearing from you again!

Jordan, AT&T Community Specialist

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