I've been a happy BellSouth, Cingular customer for years but AT&T Mobility wireless service in the Metropolitan New Orleans, Louisiana region has gone from bad to worse. I'm an Information Technology guy and happily paid them the $330.00 to end my contract. I view them at best used car salesmen and at worse whores. Glad to pay them to go away. DO NOT use their wireless services.
After paying $200 for an LG Xenon mobile phone returned it because of a malfunction. AT&T then sends a "REFURBISHED" replacement that I could purchased for around $75-85. What happened to the $115 difference? And I have returned the refurbished phones several times and still am not satisfied with the product!!
Tried to reconfigure my settings on my cell and apparently messed something up. Went to my local AT&T store explained the problem (would not ring). They worked for several minutes and were unable to fix and gave me the tech support number to call - OH NO!! :(. Got home and called. 'Course got the "you will be helped when available" line :(.... less than 3 minutes later a guy named ** answered, listened to my problem, said wait a minute, and got it taken care of. Thanks AT&T. :) Good job.
We moved cross-country last year but kept the old phone numbers to allow family and friends an easier transition. But after a year, we decided to get local cell phone numbers to help establish us locally. We walked into an AT&T Mobility store and a nice guy behind the counter did his magic with the customer service reps on the phone. After 20 minutes, he handed us new SIM cards and a note on each with the new phone numbers.
What he didn't tell us is the problem: They changed our billing plan. We now have 50 more minutes a month. No problem with this. We lost a corporate discount. I now have to apply for the discount again. There's a problem with that! We are now being billed in advanced instead of arrears! Problem with that! Double billed this month without warning! In this day of $4+ gas what I don't need to do is scramble for more money. After 4 phone calls to AT&T, I still don't have the discount, I can't be put back on billing in arrears, but I did get $140 credit on my account.
Be warned if you've been an AT&T customer for years, they will change your account without telling you if you change ANYTHING on your account, perhaps even something as simple as your address. I'm not sure about the rest of you, but I'm sick of having to spend hours and hours on the phone to right the wrongs of poor customer service inflicted upon my life.
I received a letter from AT&T stating that effective July 7, 2008 I would be charged for text/instant messaging. The fee would be 20cents /call or $20/mo for an unlimited plan. I called AT&T and spoke to a "Chris". He told me that my contract would expire on July 12, 2008 and they would not offer the free text/instant messaging any longer. To me, that is breaking the contract that I had with them. The AT&T billing statement for July indicated I had $29.20 credit.
On July 10th I bought a phone from Verizon, believing that AT&T had broken my contract and were now charging me for what was a free service, and ported my old number over.
On July 24, 2008 I received a statement from AT&T charging me $175.00 Early Termination Fee because I terminated my contract 2 days early! I again called AT&T and spoke to a "Chris" and he said that because I had switched to a new carrier, there was nothing he could do and there was no one that I could speak to.
I would like AT&T to remove the Termination Fee and refund me the $29.20.
NOVATO, CALIFORNIA -- Our phone went dead on Sunday, which is inconvenient since my husband is very ill & the phone is a necessity. Entered complaint via email & neighbor called AT&T repair. Called AT&T repair repeatedly on cell phone, finally got a live voice. I repeated that my husband is very ill. They put a "Priority" on my complaint & 2 days later a tech who was scheduled to arrive between 8&10 am, showed showed at 3 pm, spent an hour, couldn't repair it & needed to refer this to a "Specialist." As they explained it, the glitch is in the AT&T cable.
In other words it is AT&T's problem! Today is Wednesday, AT&T tells me they will have it repaired maybe in two days. AT&T is the phone company and their phone service & phone repair is horrendous. Remember, if AT&T loved us, they would take better care of us.
I am switching to Comcast.
BOYNTON BEACH, FLORIDA -- Order phone & DSL, given date to install. Never showed up.Had email confirmation. Called, said would be there following week. When I tried phone, so much static I couldn't' hear. Called them on my cell phone. Took one hour to finally get to talk to someone who could help me. Told me they had no order for DSL. I told them to cancel the whole order. Now they are billing me for services I never had. Again I can't get to talk to someone who can help me. They put you from one person to the other and each one says "I'm sorry I'm not the one who can help you but I will transfer you to someone that can".
After 6 transfers, and how many minutes on your cell phone, you feel "is there anyone there that knows what they are doing". My next response will be to the FCC.
We have had wireless service with this company for 5 years. For the first two years, our bill was incorrect every month and we would call to have things corrected (usually requiring adding credits on their part). In January of 2005, we noticed they had dropped our secondary line out of the Family Plan and were charging us roaming and "other charges". They were asked then to add the phone. The phone showed up on our statement as part of the plan, but on their computer, they continued to bill us roaming and "other charges".
They owe us in excess of $300 but will not credit or reimburse us the money as we did not dispute all claims within 100 days in writing.
Of course, they have us over a barrell because it's written in fine print somewhere, but they are unethical as they say it's the customer's responsibility to review the bill each month to "catch" their errors.
CALIFORNIA -- Many times I've carefully composed letters and when I hit the "SEND" button ... AT&T flashes a note on the screen that says : APPENDING MESSAGE FAILED...RETURN TO PREVIOUS PAGE, which means my carefully composed letter is LOST. When I use their member services to complain they send me a "generic" reply which is of no use.