KENTUCKY -- AT&T is horrible! I had been with them for 13 years and this past year I had more trouble with them. I had always been a good paying customer and loyal. After this year I was finished with them. I had to call them every month because I would find a new charge on my account. When I would ask, they, most of the time, had no idea what it was or something I didn't agree to. They tricked me into giving up my unlimited data. I could call and talk to someone, hang up and call again and get a totally different answer. That's not customer service or how you run a company.
Then when canceling service, I don't think they was going to let me leave, I had to answer security questions that they said were wrong. Um, I think I know the city I was born in, and some security code I made up 13 years ago, which I don't think I ever made one. I called back 30 seconds later and that person cancelled with no problem and no security stuff. WHAT!?! So AT&T drove me to my boiling point. I have moved on in hopes to have better service elsewhere. You would think they would like to keep good loyal customers but I guess not.
CUSTOMER SERVICE, WASHINGTON -- I purchased two new cell phones in October. My wife told me to check mine out to see how it worked before she would even open the package of her new phone. After a few days, I learned to dislike the way the phone reacted to the touch commands, as sometimes it took anywhere from 4 to 8 touches to get it to work. My wife said she would keep her old phone, as she could not use a phone that was as defective as that. The box for her phone has never been opened. I finally decided that it was the "cheap" phone and not me that was the problem, so I called and explained to them what the problem was.
I was told that they would not accept any returns, as the return time had expired, even though one of them had never been unwrapped. I decided maybe I could find another brand, and just toss the one(s) that I had and start over. I was told that I could, if I was willing to pay off the contract to the amount of nearly $400, and then start another 2 year contract! I mentioned the fact that I had been doing business with them for a number of years, and that providing me with a product that you could not even "get a handle on" for a few weeks, and then telling me "too bad, but that's our policy", would cause me to never renew a contract with them, or use their services again when this contract was up. They didn't seem to care.
DEDHAM, MASSACHUSETTS -- I have had 3 cell phone lines with AT&T for 13 years. You would think they would be a little more helpful when I called to report some issues last week. First my elderly mother goes into the Dedham, MA store and says she needs a cell, hers is broken. There is a free upgrade available on our account. You would think the employee would try to give her what is a good deal or the obvious choice. No, he tells her about this new program where she pays full price for a iPhone 4s, 440 dollars. The upgrade and phone should have cost 1 dollar. He scammed my mother who is elderly and told her she was paying 20 dollars for it. More like 20 dollars a month till the 440 is paid off.
When I call to complain they say, "It's too late. You only have a 30 days to return." Nice customer service huh? I call just yesterday to upgrade my phone. When I go to pick my data package it isn't listed. I was grandfather clauses in for an unlimited plan for 30 dollars a month. Turns out at my last upgrade the representative changed my data plan without my permission. I would never have given up my unlimited data. What does customer service say? "Sorry, you only had 90 days to get it back. We can't help you." Canceling plan is going to be easy.
TEXAS -- My phone has a small cracked screen that occurred 6 months ago & in the last 24 hours my phone now will not hold a charge even while connected to the charger. Was told the phone could be replaced if it were just the battery but because the screen has a crack now nullifies that even though the battery issue occurred 5 months later and the 1 has nothing to do w/ the other but any excuse to not replace it. Have 5 phones & pay insurance on all for what appears to be useless! One AT&T rep says it's $100 to replace another says $200. Cannot wait to switch carriers!!
On August 6th of 2010, I purchased a new Samsung Captivate from an AT&T Retail store. Within the first couple of months, I noticed my phone would turn off randomly. At first, I believed it may have been a button push caused by me while the phone was in my pocketbook or pocket. After a little while, I noticed it would happen when the phone was not in my pocket or pocketbook, but at random times and places. Sometimes as many as 3 times a day. I called AT&T and was transferred to their Android warranty technician.
They walked me through a factory reset and promised that the problem would be resolved by the reset. The reset did not stop the shut downs at all. I started to do research and learned that the shutdown issue was being experienced by many other Captivate owners. There are many boards and forums with people complaining about this issue, not excluding AT&T's own community website. Those having their phones replaced by AT&T were getting refurbished devices that were also shutting down. Those who went to Samsung for repair received their "repaired" devices and still had shutdowns.
In December, after having a particularly bad week with shutdowns, I again called AT&T. I explained that my phone had been reset and that it still had shutdowns. At the same time, Samsung had sent out notification that there was a known issue with the Captivate that caused it to shut down. It also stated a serial number (or IMEI) range and manufacturing date range that would most likely experience the shutdown issue. In short, those phones manufactured after November 6th, 2010 would not have this issue. The operator assured me that I would not get a phone with a shutdown issue and proceeded with processing a warranty replacement.
I received the phone on January 7th. By the next morning, the replacement phone had shut down on me 5 times. I repackaged the replacement phone and sent it back to AT&T. I called AT&T the same morning to report to them what had happened with the replacement phone and that I was assured by the previous agent that the replacement phone would not have the shutdown issue. I was told by the current agent that there is no way to insure that any refurbished phone that is sent to me will not shutdown. I then stated that I purchased a NEW Samsung Captivate and instead was sold a defective device with a known issue.
I should be able to have the NEW and non-defective device I paid for in the beginning, not a defective phone that will be replaced with another defective phone. The agent stated that if I wanted a new phone, I would have to contact AT&T customer service, which I did. As it turns out, that was just a redirect, as they also told me to contact warranty to see about replacing my phone. After a "cool down" period, I again called AT&T on January 24th to inquire about getting my phone replaced.
I explained that I had been having shutdowns, received a replacement that also shutdown and wanted to receive a non-defective phone, as that is what I originally expected when I made my Samsung Captivate purchase. The agent stated the refurbished phones that were sent out were not defective as of November 6th. I then stated to him that the replacement I received was in early January - well after November 6th - and it was certainly defective. And that the November 6th date was manufacture date, not a ship date. I had already been down that road and tried everything.
What I really wanted was to have a non-defective Samsung Captivate, manufactured after November 6th. Unfortunately, the agent reverted back to the statement of the previous agent - there is no way to insure the refurbished phone that is sent to me will not shutdown. I reminded him of the manufacture date and suggested that sending me a phone manufactured beyond November 6th would (according to Samsung and AT&T) insure that I received a phone without the shutdown issue. He again stated there is no way to insure the phone that is sent to me will not shutdown and would I like to move forward with a refurbished replacement.
I stated no, as I had done that already and I did not think it was fair that I could not be assured of a phone that was not defective, even though I paid for a new phone. At this point, I would like AT&T to replace my Samsung Captivate with a New Samsung Captivate, since that is what I paid for. Once they realized that the shutdown issue was wide spread, all Captivate owners who purchased a new Captivate that was defective should be able to get a new (not refurbished or repaired) Captivate that is built without this issue.
On April 16,2008 I purchased a cell phone from AT&T. I purchased this online from Office Depot (where I work, we get a discount that way.) On about the 13th or 14th of June, my phone stopped working. I could not make or receive calls and the screen on the front of the phone was blank. I called AT&T and they trouble shot my phone and I was able to make calls but my screen was still blank and I could not receive calls. This took 45 minutes. (I was trying to get this done on my lunch break, that was the only time I had because by the time I got off of work, they would be closed.)
Since my phone still wasn't working properly, I was transferred to the warranty department. I was told that I needed to go to a nearby AT&T store and they would swap the phone for me. I was unable to do this at the time and I let the rep know this. She said as long as I stayed within the warranty period (90 days), I could go to any store at any time. Finally on June 20, 2008, I was able to go to one of their stores in my hometown. The clerk there told me I had to go to a corporate store and gave me directions to the nearest one (15 miles away).
I drove there and was told I was given the wrong directions to the wrong store and I was directed to yet a THIRD store. I get to the third store only to be told I would have to call the warranty department. It was all I could do to keep my composure while I calmly let this clerk know that the warranty department had directed me to a corporate location. This clerk was very nice and directed me to a phone in the corner which conveniently had the warranty department's phone number listed. I call the warranty department and speak with gentleman for 20 minutes while he again troubleshoots my phone.
Finally, he agrees that my phone is not working and will send me a new one with a box to send back the old one. Great! Now, I am happy even if I did have to waste gas and jump through hoops. Two days later, my phone comes in. I open the box to find that it is the wrong one! I call AT&T back to let them know and to ask them to send me the right one. THEY REFUSE! They tell me my phone is not under warranty (even though two people whose names I have told me it was under warranty.) And let's not forget all the paperwork I have. Now, I am livid. I ask to speak to a supervisor who basically tells me there is nothing they can do. I get his name and ask to speak to his supervisor.
I am put on hold for over 15 minutes so I come up with a solution of my own: I will pay the difference for the wrong phone I was sent. I will send the bad phone back, and they can send me the battery and SIM card for the replacement phone. The first supervisor comes back on the phone to tell me that his supervisor said they can't do anything for me. I tell him this is unacceptable and offer my solution. He goes back to his supervisor, I am on hold for another 10 minutes, and he comes back to tell me that if I keep the one they sent, they will charge me $200! Now, I can't hide my anger. I demand to talk to his supervisor who basically says the same thing.
I finally tell him that because I have been sent malfunctioning and incorrect product, that this is a breach of contract on their company's part and something must be done to rectify the situation. By this time I have been on the phone for nearly 2 hours! Finally, the supervisor contacts customer service and comes back to tell me they have several options for me. I think I am actually getting somewhere. Nope. I am offered one solution which is upgrade and add an additional two years to my contract. I told this rep that with all the trouble I have been through, why in the ** would I do that?1
I call Office Depot and explain the situation to them. (Office Depot customer service over the phone has been known to be lacking). They ask me to send the paperwork and the phone back using the label in the original box. After making copies of all of the paperwork, I Fed-Ex and a few days later, I receive my phone. Ah, the ordeal is over. Nope. 2 days ago, July 19, 2008, I put my phone on the charger at night. The next day, I check and the phone is not charged. I try different outlets and still the charger doesn't work.
I call AT&T and after being on hold for 30 minutes, I get the EXACT same run around as before. I am told to go to an At&T store. I told this rep the last time I did this, I just wasted gas because they told me to call the warranty department. I am basically told I HAVE to go to an AT&T store. Fed up by this nonsense, I tell the rep that I work for a company that promotes their and their competitors product and I'll be sure to no longer promote theirs. I call Office Depot and they offer me a full refund. Interestingly enough, this morning when I got my phone off of the charger, my phone was charged. (I had someone else check it before I even tried calling anyone.)
SPRINGFIELD, FLORIDA -- We went into the Springfield / Panama City's AT&T branch unsure of what we wanted. Desiree walked us through the phones and plans. We got exactly what we needed and a price we could afford. Thanks for dedicated employees.
NATIONWIDE -- I switched everything from AT&T because having spent 8 1/2 hours on the phone. One day and 8 months trying to straighten out their faulty billing. I moved my cell to Verizon and kept the same number. I was then billed around $100 which I refused to pay, offering to give them back the number. I am now being haunted almost daily be a collection agency. I was told AT&T is the ONLY cellular company that has this policy.
SANTA ROSA, CALIFORNIA -- Without notice AT&T has added $0.61 Administrative Fee to each cell phone on my account. It seems like an undercover way to increase the contract rate. Multiply this by the number of AT&T cell phones in the US and this is a big windfall to the company.
OLEAN, NEW YORK -- 2-year upgrade done in June 2011 - iPhone 3Gs. July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store, told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and AT&T, but if I waited 4 months a new phone could be given (purchased) by overriding the system at a new 2-year contract and pricing. Again, had to wait 4 months.
Waited the 4 months with a crappy old 5-year broken phone that semi-worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone (was looking at $450-500 minimally). Told to call Customer Service and they could help me.
I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted AT&T to work with me because I have been a long-time customer for over 10 years and if they really appreciated me for using AT&T and being a long-time customer, that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered.
I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it. I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them, then I would. I just wanted someone to work with me. He hung up on me.
Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of AT&T. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!