CHICAGO, ILLINOIS -- AT&T was called and asked about installing internet service back in May. I was informed that I was able to receive this service and that someone would be out in 1 week to turn this service on. I had to wait at home from 8am-5pm for someone to show up. At 5:30 pm someone showed up and said they hooked up the internet and left. I went to go on the internet but it wouldn't work.
I called AT&T and they said that they had until midnight for the service to work and told me to call back. At midnight the service did not work and I had to reschedule for someone to come back out in another week. One week goes by and I wait at home again from 8am - 6pm for someone to come out. A guy comes out and tells me that there is a problem and says that it is late and I will have to reschedule. I call AT&T again and in about another week someone comes out and "fixes" the problem.
I try to go on the internet and am not able to. I call AT&T and they say that there was 2 problems but the guy only fixed 1 problem hoping it would work. I had to reschedule for another week and waited yet again at home from 8am-6pm. The guy never shows up! I called AT&T again and reschedule waiting another week and a guy comes out looks around and leaves. I later get a call from AT&T saying that they are unable to provide me with internet service because my distance is too far. The guy says that I won't have to pay anything.
Well I receive a bill in June for $133.80!! I call AT&T on June 29 @ 2:27 pm and get a lady named ** who says if I don't pay I will go to collections and that they will ruin my credit. I explain to ** what happened and am told that I have to pay. After threatening her with the BBB she says, "Well if you ask me nicely I can transfer you to customer care who backtracks accounts."
I ask nicely and am transferred to **. ** tells me that my problem is not her problem and that I have to pay. After arguing with her she finally says, "Well if you ask me to backtrack your account I can." I ask her if that is her job and she says yes but she cannot offer a service unless I ask the right question.
Well this goes on for a while, me trying to guess the right question and I thought my charges were backtracked and reversed. Well on Aug 30 I receive another bill, and a threatening letter for collections. On 9/14/06 @ 10:13 am I call AT&T and get ** who refuses to talk to me and says this is not her problem that I did not receive service I still have to pay.
I have recently received a letter from collections for AT&T service that was never received but AT&T says that they have my social # and all my info and I have no choice but to pay them even though I never received even one second of service from them or they will destroy my credit!!! This company is awful. It is the worst company I have ever dealt with.
GLEN ELLEN, CALIFORNIA -- AT&T is the most horrible service I have ever had. I was warned against them, but decided I just wanted to reinstall the service that was there from previous owners so I thought it must be easy. After 8 hours on hold on 3 different phone calls and 3 missed appointments (I was very specific that I had to drive an hour to meet the technicians) I finally got a very nice technician who told me I needed the service that had been previously at the house and not what was ordered.
But I had told AT&T I just wanted the internet service that was already there!! The technician tried to change the work order so that he could get the work done, but after a half hour and 3 different transfers, he gave up!!!! What an absolute joke! The people I dealt with were very nice. It is obviously mismanagement by the uppers who do not give the employees what they need to get information from different departments. I despise this company and will cancel my current phone service with them because I don't want to pay them another dime!!!
ELK GROVE VILLAGE, ILLINOIS -- I decided to share my experience with all consumers out there after I lost all hope with AT&T service including CEO also does not care about customer and their executive assistance yelled and harassed customer over the phone and threatened to disconnect service. I have to admit I never had this kind of service before at least in USA. Let me try to explain you when I call AT&T couple weeks back sales person was successfully sold me U-Verse TV, Digital Internet and Phone line. Later I have canceled Digital Phone line and still decided to go with U-Verse TV and Digital Internet and I was scheduled to install between 12:00 PM and 2:00 PM on October 3rd.
I have waited until 2:10 PM then call customer service after long wait person came on line instead of offering me help confirmed that I have been scheduled today for above time and gave dispatch service number which I tried nearly 15 times where automated message says "Due to heavy volume try again". After then I gave up and called ** and at least person was helpful and followed back with me to make sure technician arrived.
Finally Technician arrived around at 3:45 PM and told me he will take about 90 min. At 7:10 PM he told me he can not connect today so they have to reschedule it and I noticed DSL was not working too. I ask him to stay until that works, it turns out to be installation problem which caused during set up and he fixed that. However I made a big mistake not testing TV while he was here and I noticed 10 minutes after he left TV is not working and I called him and he told he's supposed to re-connect all wires which he did and making TV work is my job to call Dish network.
I noticed he disconnected wire from my Basement TV and also wire comes to my family room TV which my husband found later and reconnect them back, one of the TV is still not working and all channels are not working in another TV. I had to cancel my daughter's Ice Skating class and couldn't attend important meeting at work due. Person came almost 2 hours late and had to spend another 2 hours after he left and I had to spend my whole day just making calls at AT&T. This is very frustrating and I am afraid to try AT&T again and I am not sure what will my kids do without TV over weekend.
After then I have sent you couple e-mail to CEO. No response and yet I did not give up as I am AT&T customer from last 15 years. So I called executive office and opened up a complaint and [snip] was handling case so he scheduled a technician to come out on October 18th and technician came out on October 18th and set up everything and at the end he could not register me as AT&T have set up my account active date as of 11/08.
So he said he will restore the service which is TV and Internet and he did. After he left I found out on my Security System is not working and I am trying to reach out ** from 10/20 and no response so ever. Today person name ** told me in very rude manner that she will handle the case and called me back. Every time I called her she yelled at me and hanged up the phone.
Now [snip] is telling me there were no technician was scheduled for service and record shows no one came in. I have proof of voice mail from ** confirming technician appointment so my feeling is AT&T is declining too. They do not have to take ownership of my Security System is not working. When corporate is denying appointment last night someone from AT&T called himself manager came to find out what is going on.
Finally I paid to Brink to fix Security system and they provided reason in written that AT&T had disconnected wire from outside, I hope this is sufficient for AT&T to accept that their technician had done the damage. I hope someone really follow up and take some actions. My account number is [snip].
SOUTHERNO.C., CALIFORNIA -- I have been with AT&T for many years. I haven't had many problems and for the most part loved their services, but not any more. I'm back with Time Warner and plan to stay. They know how to treat a long term customer unlike AT&T who only seems to give the new customer a fair deal. They lost my whole family now and I'm spreading the word.
SOUTH CAROLINA -- If the idiots at AT&T would spend just half the time developing and providing a good product as they do trying to swindle the public with lies, deception and second rate equipment, then we would all live a much more tranquil life. This is a company whose supervisors spend most of the day trying to make their "numbers" look good. (To hell with the customer). Where a Prem-Tech will come into a home on a mission to get out of there. (To hell with the customer).
Where "Customer Service" is completely clueless as how to provide uhm... customer service. But have become artistic in the practice of the run-a-round. Just a voice on the phone, not responsible for words or actions. (To hell with the customer). Well folks welcome to the future. An un-regulated utility in bed with the FCC.
GEORGIA -- I switched to AT&T and it was a big mistake. I Love Comcast but unfortunately I can't get them in the current area that I have moved in. Big bummer!! Their customer service sucks. They will keep you on hold for 15 minutes without coming back to refresh the call and thank you for holding. They all sound unprofessional and they just seem as though they don't care. As well the internet I have is supposed to be 6.0 and when I run a speed test on a brand new computer it's nowhere close. Don't bother if you don't have to!! Good luck to those that do.
LOS ANGELES, CALIFORNIA -- Although I pay for the highest-speed connection offered by AT&T, I find that it only lasts for a week or two at a time. My internet is always slowing down or screeching to a halt. After many, many attempts at calling Customer Service, I have learned by now that it just isn't worth it. Even if you feel like waiting an hour and a half on the phone, you'll only be connected to someone who can't, or won't, help you. They always feed you some BS excuse and say that things will be back up to speed shortly. They never are. Keep in mind, this is not just one bad experience I have had, it is a string of many events over the past year. If you want a crappy connection and you enjoy being lied to, I recommend AT&T.
LOS ANGELES, CALIFORNIA -- A few days ago, we dropped AT&T's internet services because the speed had slowed to a crawl. We switched to (much faster and cheaper) Time-Warner cable. When I called AT&T to cancel our telephone and internet services, a chipper little customer service type informed me that "we haven't offered your package of services for a long time" and suggested she could get me faster and cheaper service.
It turns out that I had been paying $59 a month for vastly inferior, slow internet service, and that AT&T had long since been offering -- at $30 and even $25 per month -- faster speeds. When I suggested that THEY might have taken the initiative to inform ME about these changes, she seemed genuinely puzzled.
HOUSTON, TEXAS -- Tech Service No showed/no called their appointment tonight. This after a month of having AT&T urinate on my leg and tell me it's raining. They promised to send the Tech A-Team, (an inside the home tech and an outside the home tech at the same time) to solve the freeze up, dropped DSL line problem that two previous tech calls failed to fix. No we are not talking occasional we are talking two or three times every 30 minutes for 5-10 minutes at a time!
Try watching anything while missing most of it. Or downloading a file for that matter. And they have the gonads to bad mouth satellite service for failure in storms! They can't deliver on a crisp clear night. Forget these losers folks, the only way they'll survive is with a government bailout!