Tutor
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1 Message
Poor Customer Service Feedback
Hello,
I've been an AT&T customer now for a very long time and today I had an awful experience with your company. I don't really expect much to be done about it, but I just wanted to leave my thoughts here as feedback. I will seriously consider switching wireless companies after today.
I've owned a Samsung Galaxy S7 Active now for about half a year and decided that I really don't like the phone. I wanted to upgrade my phone ahead of schedule so I went into the store here. I met with one of your employees who was extremely rude the entire time she helped me. Upon finishing the transaction, I was not only not thanked for my business, there was pretty much zero acknowledgement from the employee that our business was even over, she just walked off.
So, whatever, maybe she was having a bad day or maybe she just doesn't care about her job. I get back to my hotel (I'm out of town on business) and realized that I ordered the wrong color of black for the iPhone 7 plus (the phone I ordered), I wanted the black one vice the jet black which I had ordered. I decided to use your chat feature and the employee I spoke with through that service was less than helpful. Instead of offering to cancel my order and replace it, he insisted that I should wait for the wrong color to be shipped to me and then go into the store and they would just simply hand me the color I want right there on the spot. That makes zero sense and most likely I would have to wait for the correct color phone to be shipped to me. Why would this be the thing you tell your customers for a phone that is one 3-4 weeks back order? If this is what you're telling your customer service folks to tell the customers, you're setting yourself up for some upset customers.
So, frustrated with this person's help, I told him that I was going to just call and speak to someone. So, I get on the phone to customer service and am told by the customer service person that she cannot help me with the order since I placed it in the store. Why in the world would your own customer service team not be able to help me with an order I placed through your company?? The only way for her to help me was for me to cancel the order myself on my AT&T profile, then wait a couple hours for the cancellation to process, and then call back to place an order for the correct color.
So, after all of that, going into the store, chatting with someone online, chatting with someone on the phone, I simply did it all myself on the AT&T website.
I'm not sure if the stars aligned today when I wanted help from AT&T, but never have I dealt with so many people back-to-back that just seem to not care about the customer. I'm incredibly frustrated with my experience with AT&T today and will think twice about which wireless provider I go with next time I want to purchase a phone.
ATTHelp
Community Support
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231.4K Messages
7 years ago
Hello @JamesBD!
I am so sorry that you had this experience! Wow! This is not the experience that we want for our customers at all, and I sincerely apologize that this happened to you.
Thank you so much for bringing this situation to our attention and taking the time to let us know about your experience. We definitely love getting feedback, that way we can make sure it gets fixed and that our customers are treated the way they deserve!
You mentioned that you have been with AT&T for a long time, and I can’t thank you enough for your long time service with us. We as a company, and I personally would hate to lose you. I do totally understand though, that you had back to back bad experiences. I would be beyond frustration myself!
My team is going to send you a private message, to gather a little bit more information. This way we can get this feedback to the correct departments and make sure we take the best course of action.
Although you were able to get your order cancelled from your myAT&T account, feel free to reach out and let us know if you have any other questions about anything at all! We are always here to help, and want to make sure you get all of the answers that you need.
Thanks again and have an awesome day!
Bradilynn, AT&T Community Specialist
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Rojent
Contributor
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1 Message
7 years ago
To whom it may concern,
I have just recently became part of the AT&T family. My introduction into your family was horrendous......... Yet, by some small miracle one of your customer service reps made magic happen and here I am instead of staying with my old carrier and cursing you out.... Let me explain.......
Friday 4th of November I called AT&T just to get some idea of the special that was being offered. The rep Ken was quite friendly and made is all sound too wonderful... Ok I said to his offer of giving me a iPhone 7 for free, and telling me my monthly bill would only b $80.00 than with a $10 discount, and also saying I would get $25 off my already existing Direct TV bill.... Since my cell phones numbers could not b ported we were given new numbers. We paid the taxes on the phones and were told that they would arrive by Tues 8th and he would call back and finish everything up with us by activating the phones etc.... We were excited and ordered new phone cases that would be here by the time the phones arrived ( we like to b ready).... Tuesday came and nothing arrived, found out they finally shipped late that night and would arrive on Thursday 10th... Still no call back from Ken to confirm everything that was discussed. I call AT&T spoke with a gentleman who tells me nothing Ken said was true.............. You can imagine how upset I am at this point.... He continues to try and correct as much as possible and ends up getting disconnected.... Did he call me back ??? NO ............Phone call number 2 to AT&T.... Another gentleman cannot figure out anything and ends up telling me we will get connected to Direct TV to discuss what was done to the account, instead of staying on the call with me he steps out and I am talking with someone with Direct on my own.... I get disconnect when he tries to get AT&T on the phone with us..... Now I am completely over the edge.... Have you ever been sooooo mad that you just cry ???? That was me at this point..... What is the point of giving your home number for them to call back if everyone does not do so????????? OMG I was beyond frustrated...... Yet I need to call AT&T back because now I need to cancel everything !!!!!! Last call was to a young woman named Ashley Mays id # am366f out of Lubbock Texas.
I immediately tell her that I want to speak to the supervisor, I’m sure she can hear the agitation in my voice, yet she ask me to please give her a chance to make things right.... I take a breath and go through all of the explaining once again..... She takes it like a trooper !!!!!! Well done Ashley.... not only did she correct everything she explained it all in detail so that I can understand ... She told me my new iPhone 7 was not going to be free since the cell numbers were not ported over... Ok I’m upset and say forget it I’ll send it back and cancel... She would not give up.... She offered me another phone for free which I said yes.... but than came back after speaking with her supervisor saying I can keep it since I already bought a good case for it... Ok 2 points for Ashley.... Than she proceeds to fix my Direct TV bill.... Not only did she go above and beyond to help me through this emotional rollercoaster ride she ended up working through her break time to make sure everything was done correctly !!!! If it had not been for Ashley Mays I would have canceled everything and made sure my customers knew of the treatment I received trying to join up with AT&T !!!!! She was absolutely wonderful !!!!! You need more people like her ..........Again I say, it was because of Ashley that I am with AT&T right now.... And lets hope that my signal here in my house gets better because I only get 2 bars on my phone..... Hummm
Sincerely,
Ro Cole
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formerlyknownas
ACE - Sage
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117.1K Messages
7 years ago
@Rojent Glad to hear it was fixed.
FYI. The iPhone 7 is wifi calling capable. I do fine with 2 bars, but you can activate wifi calling if its marginal.
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NoBSatall
Contributor
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1 Message
7 years ago
Horrible experience last night and today.
AT&T only hay 2 staffs at the store in Oxnard and 3 at Ventura CA !!!!!
All i need was a sim card replacement and I had to wait for 2 1/2 hours!!!
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ATTHelp
Community Support
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231.4K Messages
7 years ago
Hello everyone!
Thank you so much for reaching out to us! I am happy to help!
@Rojent, thank you for taking the time to provide this feedback! I greatly appreciate it and I could not be happier that Ashley was able to take care of you! I noticed that you mentioned only getting a few bars at home. You should check out our app Mark the Spot! This super awesome app will let you mark the exact location you are experiencing service issues, and have it sent directly to our network team for network improvements.
As @lizdance40 mentioned, Wi-Fi calling is also a perfect option! Take a look at this Apple support article for how to make calls with Wi-Fi calling for specific instructions.
@NoBSatall, I am really sorry to hear that you had a bad experience! I also appreciate you taking the time to let us know about this. You can send us a private message by clicking here! This way we can get a bit more information from you in order to make sure this is resolved.
Let me know if you have any more questions at all, we are always here to help! Have a fantastic day!
Fiona, AT&T Community Specialist
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_cgardner_
Tutor
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2 Messages
7 years ago
I would just like to share my experience today.
I have been an At&T customer for almost 8 years now - between my parents plan and now my family plan. For the last several months my plan changes every single bill! I have had to take time out of my day once a month now to call and speak with a representive to have them correct something that shouldn't have happened in the first place. Today, I called because my bill increased, yet again. I spoke with a Kenya and a Heather with customer service who just kept telling me my bill is what it is and they cannot do anything for me. Two months ago when I called to cancel an agent with AT&T told me about the advantage share plan and I was told my bill would be a certain amount and that would never change. My husband and I so fed up with this company decided to give another try, last month was what we were told we would pay and now this month the bill has increased again. I called and told AT&T I agreed to a certain amount so I didn't cancel my service and both reps said to me my bill is what it is and they can't help it. I asked if my bill could just be what I was told and they again were less than helpful. To be honest, the difference was 11$ and the fact that AT&T would rather do nothing then to make my bill what I was quoted is obviously poor customer satisfaction. Therefore, instead of AT&T losing 11$ this month, they will now lose a 8 year customer and I will make sure I let everyone I know how awful AT&T is so you will lose future customers. I work in customer service and as much as sometimes I want to let the Customer know what they are doing is wrong or I can't make it happen, I make it happen anyway so they keep coming back. Otherwise, you end up with people like me, dissatisfied and spreading the word of what happened to me.
Do NOT use AT&T. Save your time and money, go elsewhere.
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sandblaster
ACE - Expert
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64.7K Messages
7 years ago
@_cgardner_ Price quotes do not include taxes and fees. An $11 difference could easily be due to that. Look at your bill, it details every charge. The plan charges are well advertised and available on ATT's website. With the Mobile Share Advantage plans, you pay one amount for the data you share plus $20 for each phone plus taxes and fees.
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XTSPJD
Contributor
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1 Message
7 years ago
I am new to ATT- 3 months now. My purchase and sign up experience at the store on Foothill Drive in Utah was great. Unfortunately hwever, interactions wiht ATT since then have been so poor I will reconsider wireless providers. Not only was my issue not been resolved or addressed timely (almost 3 months) but hte agents I dealt with on the phone couldn't care less and were not customer centric. I am very disheartened and irritated by the poor qulaity of your customer service. Customer experience should matter... It does with other carriers. T-mobile and Verizon put you guys to shame!
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ATTHelp
Community Support
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231.4K Messages
7 years ago
Hello there @XTSPJD!
Thank you for contacting us! I sincerely apologize this was the experience you dealt with, and we do appreciate your new services, as well as the feedback regarding any poor customer service.
To provide you with the most accurate information, I’d like to gather additional insight about your unresolved issue. I invite you to please send us a private message to @ATTMobilityCare with your name, a good phone number and a time which works best for you to be contacted at.
Let me know if you have any more questions or feedback. We will always be here to help! Have a great rest of your day.
Shenoah, AT&T Community Specialist
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ATTHelp
Community Support
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231.4K Messages
7 years ago
Hello @amandam94!
Thank you for reaching out to the Community Forums!
I appreciate your feedback in regards to this specific store. I do apologize for your bad experience and I’m happy to help with any unresolved issues.
In order to get this problem fixed, can you please send us a private message to @ATTMobilityCare? Please include your full name, account number, and contact number/time to reach you back at.
I look forward to hearing from you! Have a great rest of your holiday weekend!
Shenoah, AT&T Community Specialist
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