Incredibly inept and inefficient customer service. Unacceptable for such a large company.

Question

For the past 3 days I have attempted to secure a new MicroCell box for my new home. I am moving and my new home coverage is poor at best. Since I have been with AT&T for over 10 years and I have 5 lines with them, you would think that they would provide this piece of equipment free of charge so they can keep me as a customer.

After speaking to the first agent who told me that it will cost me $150.00 and refused to work with me, i called back again. The second agent agreed to provide it free of charge and would send it to me. After asking for my contact information and being on the phone for over 45 minutes, they HUNG UP ON ME! I waited a while to see if they would call back. After a while, I called to verify the order had processed and the agent on the phone told me that it was not processed. So then, AGAIN i had to repeat the entirety of the request, spend ANOTHER 45 minutes on the phone, only for the agent to tell me she could not process the order and would have to transfer me to someone else. UGH. Now I am REPEATING the request, yet again and the new agent doesn't know anything about me getting the Microcell free of charge so she has to get a supervisor! This supervisor tells me that she cannot enter the order because it will not accept her passcode?? WHAT??? At this point out of massive frustration I hang up!

I called back AGAIN to CANCEL MY ACCOUNT when the nice young lady on the end this time tells me she will order the Microcell for me free of charge and credit my account with an $80 credit for my troubles. I agree. She then tells me to go the the local AT&T store and have the manager Call Customer Loyalty and Retention to approved the transaction.

So a go to the store, tell this to the manager who looks at me like I am crazy then gets on the phone. 45 minutes later the manager tells me that they are going to SHIP IT TO ME!! ARE YOU SEROUS!!!!!???

I walked out. I am so angry with AT&T for completely wasting my time!!!

I need a high level manager to call me about this or I am walking over to Verizon and switching my account. This is simply unacceptable.

AT

jra821 · Answer

This is exactly what I deal with every time...run around, dropped calls, transferred to five wrong 'specialists', hours on hold, misinformation. NO credit from customer loyalty, just an empathetic voice who agrees with the injustice but can do nothing. For the record, I too have a micro cell and got it for free. I had to hassle a bit and it took a few hours on hold but it was indeed free. If you can wear them down and get them to verify your home is a dead spot, it can happen. But who the heck needs this run around to pay to be abused? After all the money they make, you would think they would throw you a bone to satisfy the customer.