Poor Customer Service--the worst of any vendor I deal with
I've been held hostage by AT&T because I love my iphone, but its customer service is horrible, dreadful and the worst of any vendor that I deal with. Therefore, I would NEVER consider moving my Internet service or land line phone service to AT&T (Cox has great customer service). I have a Dell computer, an HP computer, and Cox Cable (for cable, internet and land line phone service) and AT&T is absolutely, hands down the worst of the bunch to deal with. The AT&T stores are fine; its when you have to use the website or call the 800 number when you will curse the day you became its customer and feel trapped due to the contract or your iPhone devotion. I'll give you 3 examples in the past 12 months. First example has to do with website customer service access. I created a userid and password to access its website. Then when they changed the parameters for userid's or passwords mine wouldn't work anymore and of course I couldn't sign on to change it AND I couldn't create a new one because it saw that I had one associated with my phone number. The ultimate catch-22. If this situation happened with Cox Cable, I could resolve the problem in 5 minutes with a phone call. With AT&T it took 3-4 months!! yes, months to resove. First of all when I called the 800 number repeatedly, they couldn't put me in contact with anyone who dealt with website login issues. After months, I was the one who figured out what was likely happening and asked the person to just delete my old online account and that fixed the problem. Next, I had the misfortune of buying an AT&T card to connect my laptop to the internet wireless through the cell phone network. For 6 months it was so slow and no one seemed to care and no one solved the problem. Finally, after several phone calls and several re-installations of the communication software it was working at a speed a person could live with--reasonable response time for email and reasonable response time for the Internet, but guess what--they couldn't get their own AT&T communication manager software to work!! and the only way they could get it to work was to use the Sierra Wireless communication manager for the device that AT&T remarkets with its name. Third and last problem. Because their wireless coverage in our area is spotty they are now selling customers a $150.00 microcell tower to put into your home to route calls not over the AT&T cell network but over my reliable COX Cable Internet connection. I get to pay $150.00 to cure AT&T's wireless coverage problems and the solution involves routing calls over a competitor's Internet network. I bought this device on Saturday December 12th--as of today Sunday December 27th, I still can't activiate the device. The problem is small--the device can't recognize my street address needed for E911. But 13 days and counting and AT&T cannot resolve the problem. Let me tell you what I've done and then you will know what it's like to deal with customer support at AT&T. First, when I bought the device at the store, the agent at the store had problems entering my address, so we knew right away there was a problem. He said, "I've had this problem before and I can enter an address down the street from you that I know is OK"--I said--wait a minute, this address is used for e911, I don't want someone elses address. Then, a few days later they emailed me and said "enter your PO Box number as your address"--(our town doesn't get postal delivery). I enter the PO Box number and hit the activation button and the process fails. I call the 800 "support" number the next day and they enter a ticket number and promise a callback in 48-72 hours-I get a callback within that time to tell me the case is pending and there is no news. I call back today and I'm told the case is pending and there is no news. During the week, the store sent me a "solution" which failed as soon as I tried it. This is life with AT&T wireless customer support. I can't even call back to tech support with my tech support "ticket number" to check status because over the week they changed the number of digits in the pin numbers and the pin number they gave me 6 days ago is too long! It's a constant comedy of incompetence when dealing with AT&T wireless support and I've seen no attempt to improve the quality of support at all.