HOUSTON, TEXAS -- I wish to complain about the level of service at AT&T. It's bad. My Blackberry 9900 (BB) was purchased in February 2013, so it's currently under the one year warranty. October 19th I went to an AT&T store in Napa, CA to replace my malfunction BB, and was told to go to Device Support Center and they would be happy to help.
On Sunday October 20th I went to the AT&T DSC store San Francisco, and was treated with what I can only call disdain. I was given a battery to for malfunction BB and later sent a refurbished BB that is not working. I took the first BB to the Market Street store on October 26th and informed the management a staff that the unit is NOT updating with my emails, calendar, etc., not syncing, and the apps are no longer being supported by BB for many key functions. It was stated over and over again the same mantra about replacing my unit with the same unit Ad Nauseam! This Market Street crowd would not even mail the refurbished phone back.
At the same time this is happening I'm trying to remove myself from the family plan to my own plan and using my company discount. I was told to call an 800 331 0500 number to accept the transfer on Saturday and was shifted to an endless prompt to push a series of numbers which lead to nowhere special. I pushed 0 and was told that 800 number only work on the weekdays, which is not true, because it was not the right number.
After many agonizing calls and hours dealing with AT&T's trained staff (NOT) I got my number migrated to my number but I could NOT use my company discount which make little since to my brain. While on the phone to your equipment specialist I begged and groveled for a different phone. Your specialist repeated ad nauseam the same policy dogma.
After I repeated for the 8-10 time that this BB is not function with my work email, calendar, and apps just are not keeping up. But the worst part was my hour plus conversation with a (manager) in the South Florida area somewhere who said many things but none were helpful at all. The Manager would not allow me to talk to anyone above her in fact she said there was no one above her to handle my issues. She would not offer any workable solutions beyond I should go out and buy a phone and figure out how to get the SIM card to work.
Although there were a lot of other things that I could not possibly put on this one-page note, I really want one source to deal with AT&T to handle my Mobil phone issues. NOT ten people for ten issues. I would like a different phone as a replacement. I would like my phone migrated without starting a new 2-year plan, I would like to use my company discount, and not pay a transfer fee. I would not like to be treated like an idiot by your staff.
HONOLULU, HAWAII -- I have been a valued wireless AT&T customer for over 14 years when they first started out as Pacific Bell Wireless. 19 months ago I updated my phones by purchasing refurbished phones through their website. A couple of weeks ago I was informed by AT&T that I had an account that was sent to a collection agency due to nonpayment. This account was attached to phone #'s I was not aware of or never used. Turns out, AT&T not only updated my phones but also added two lines and opened another account when I originally purchased the refurbished phones.
I have been on the phone with customer service for 3+ hours in the last two weeks and also have been to their store to get help from their manager on site who also was on the phone for approx 3/12 hrs while I Sat with him getting transferred from one dept to another listening to him get frustrated with internal departments as well.
At the end of that session, nothing was resolved and I was told that my account was duly noted by him and that this point he will have to forward the information to his AT&T Area Supervisor who will not be available until Nov 1st (6 days from now). A store manager was not able to resolve this matter at that level! The charges are $1,250+ for non-payment and early cancellation for an account that AT&T set up without my knowledge and now is unable to rectify their mistake. I've had to contact the collection agency they sold this account to, and all they say to me over the phone is "When will you be able to make a payment towards this account?" It's been a nightmare.
All in all, I always get a name and I.D. # of whoever I talk with on the phone @ AT&T because not always do they note my account with conversations I have with them and I find myself repeating everything from the beginning. I am looking for another wireless provider.
NEW YORK -- I've been an AT&T customer for about 15 years. When deciding regarding signing 2 year contract vs no contract discussed fees and got a response in writing. Called several times to confirm. Everyone I spoke with did confirm what I had in writing. Based on those prices I purchased new phone in AT&T store and signed contract with 2 weeks free exchange/return window. Call Ed 2 times during 2 weeks and got written pricing via text msg and verbal confirmation on pricing.
Based on that info decided to keep 2 y contract. As soon as the outrageous bill arrived called AT&T and was told that written confirmation and all verbal ones are noted on my account. AT&T is aware what I was told since I had all names of reps who I spoke with written done, but AT&T apologizes for "incorrect info" provided to me prior to signing contract but will not adjust bill or provide any mercy for their errors. I have lost $350 due to their fraud, lies, errors, scam. Extremely disappointed. The most unprofessional, rude, dishonest service one can ever receive from any organization. Scam. Stay away!!!
CAROL STREAM, ILLINOIS -- AT&T is happy to take my credit card information to pay for my internet bill, but they make cancelling my own account a difficult and lengthy process. I called AT&T to cancel my internet service today. The AT&T automated answer system repeatedly hung up on me. I then had to connect to a different department to speak to an actual person to be transferred to the right department (after 20 minutes of waiting).
Unfortunately, I was then unable to cancel my account because I could not verify my account using one of AT&T's three verification methods. My only other option was to call my husband at work to get his assistance (to have him call the customer service department and verify my identity). In total, I was on the phone with AT&T for over 49 minutes to cancel my account.
I am surprised that AT&T is willing to take my money, but unwilling to allow me to cancel my own account. They need to review their cancellation policy and include more options for identity verification in addition to their current policy (current policy is: remembering a four digit pin, answering a security question, or by phoning in on the original phone number).
The customer service department with AT&T is very difficult to work with and the manager I spoke with had even negatively commented on my marriage relationship in regards to why I was not wanting to call my husband at work to bother him to cancel our internet account. Very disappointing since we have been loyal and paying customers for over three years.
My husband called AT&T because our youngest daughter kept going over her data. He just wanted to add more data to her number. The lady on the phone talked him into a shared family data plan. My older daughter and I had unlimited data. She did not tell him that our unlimited plan would be cancelled. We have been careful to keep our unlimited plan for years… now it is gone. We called back within the hour, but they said it was too late! I have always felt loyal to AT&T, but I no longer trust them. Beware of their tactics!!! They will do anything possible to get you off unlimited.
MANHATTAN, NEW YORK -- "SCAM ALERT" at AT&T: 3 Times Square, Manhattan, NYC. During the month of February, AT&T was running a promotion...if you upgrade your phone, you will get a tablet. Actually, the tablet is "free", according to AT&T Customer services but the store on 3 Times Square in NYC is telling its customers that it cost a $100. The store will also lie to you, by saying, they will give you a headphone or any other equipment for free but actually, they are charging you for the equipment. Check your receipt before you leave the store...
The Sale Reps are working on commission, even though they are being paid hourly by AT&T. If you ever been to the store at: 3 Times Square in NYC, check your receipt to see what you are being charged for... They are running a "scam". And especially, watch out for the store manager **. He's rude, a bully, and have no customer service skills. AT&T is doing an investigation.
COLUMBUS, OHIO -- This company is just awful! The service itself is hands down the worst cable and internet provider there is. The technical support staff have no idea what they are talking about. The bills they send are consistently incorrect. (Always higher than you were promised, with no explanation.) The customer service representatives never have any idea what's going on and are defensive and rude. No problems are ever resolved the way they are promised. Plan on paying almost double what you planned and having service around 30 percent of the time. In the small of time your service is operational it was be very poor.
CARMEL, INDIANA -- 1. My husband passed away. He was a former employee of AT&T. He receive concession on our service until he died. I had to change the name on the account from his name to mine. However due to someone who did not know what they were doing cancelled the service and opened a new account. This caused billing problems. The loss of my husband voice on the landline. Plus reprogramming all systems cable, telephone and internet.
The cell phone is another problem. They sent me messages say that I was soon running out the time purchased via my cell phone. So I called and they added more bits. When I was taking to a representative she told me I had more than I needed and saved me $30. A month. As a senior citizen I feel I have been taken advantage of. I realize I am not at my best after taking care of my husband for two years with ALS and losing him in January. Cable companies have all the power. Giving different rates to different people in your community. It is not just AT&T. What recourse do you have?
AUSTIN, TEXAS -- My husband and I have a joint account but have been separated since November 2013. I started a transfer of service for my iPhone 4S and then my husband reported my iPhone as stolen. So, it was cut off and blacklisted. I have the proof the phone was purchased by my company under my name from Fry's and shows I activated it under AT&T the same day it was purchased. Again… MY NAME. MY COMPANY CARD with MY NAME. RECEIPT with matching IMEI number in MY NAME.
Despite the fact the IMEI number on the receipt and the iPhone matches and despite that the receipt shows I personally activated it on AT&T, they absolutely refuse to un-blacklist the phone. Effectively allowing my husband to steal property that does not belong to him while telling me they can't do anything about it.
This is supposed to be a feature that protects people from REAL thieves, but it is actually allowing someone to steal from me and AT&T just shrugs and says “oh, well?!” So, not only did they used to benefit financially from stolen phones (check for the lawsuit), they now make it legal for the morally inept to steal your phone. That is what I call customer care. I have been an AT&T customer for almost 10 years. After this, I will never use AT&T again unless they do the right thing.
HOUSTON, TEXAS -- Your customer service sucks. Everyone from your technicians to your call centers and just your overall service sucks big time! Every time you call their customer service you get into an argument with the negative types of individuals whom gravitate to customer service positions. And you can tell just by their tone which one will help you and the ones whom loves to argue because they have to speak to you and waste their precious time on their eight hour schedule.
Take my advice and get yourself another job perhaps flipping burgers and asking the most famous question: "Do you want some fries with your burger?" Instead of handling the issue, they become the problem. Take my advice, and continue doing what you do best, and collect your lousy paycheck which does not seem to pay your monthly bills! You cannot get more insulting than this level!