The *WORST* Customer Care ever
NORMAN, OKLAHOMA -- My wife has had AT&T Wireless service for a number of years and has been fairly satisfied with their service (from a technical viewpoint). That all changed this week.
We decided to add another line for me to use. We found an excellent deal on their website, filled out all the details, and waited. Our new phones arrived on time, BUT instead of renewing my wife's contract and adding a line, they sent us TWO new lines and a brand-new contract.
My wife called that day...we wanted to return the extra phone line and add my new line to her contract. She talked to "Secondary Sales" was then transferred to "Customer Care" and was then transferred to "Web Sales" and finally back to "Customer Care". No one was able to help her, or explain what had gone wrong. Total call time: 3 hours.
I get home from work and she explains the situation, and I call again, starting at 6:30. I call the "Customer Care" number first. I get transferred to "Secondary Sales" back to "Customer Care" and then to "Web Sales." This final lady was extremely rude and informed me that if I didn't like what they sent, the only thing she could do was cancel the whole order. So that's what we did. She advises me to wait a day and try the order again. It is now 10:30 at night...I have spent 4 more hours on the phone w/ these people.
So I wait, and try again, before the excellent deal expires. I get an email the following day to call them. Uh oh...things aren't looking good. I call them at the number listed (it's the Web Sales number again). My order has been declined because of 'bad credit' and the attendant hangs up on me.
I call Customer Care to ask what the problem is (our credit is excellent). Customer Care checks with the Credit Department, and yes, our bills have been fully paid ever since we had the phone. We are excellent customers, she says, and she's sorry, but she can't help us. She offers to transfer me back to "Web Sales" but I decline. This phone call took 90 minutes.
We are currently looking for another wireless carrier. The customer service offered by AT&T was HORRIBLE. No one was interested in helping us.
I would not recommend AT&T wireless to anyone who's friendship I enjoyed.