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How Many Others Have Been Sold a Service/Product Which Does Not Exist?
Posted by on
MIAMI BEACH, FLORIDA -- For the past five years, yes, 5 years, I have paid for 6x DSL service, promoted by AT&T as the fastest DSL speed which can be used by a small business or privately owned computer. So for 5 years I paid the bill in spite of problems which were 'solved' by sending out a replacement router/modem, unlimited number of hours wasted on the phone while the DSL technician went through AT&T standard procedures to repair the problem with beginner instructions to open here and type there, then again it was declared a modem problem, and so on for 5 long years. At the end I was determined to drop the service and return to dial-up. It was at this time a high ranking employee came to find the 'internal' problem, repair it, and charge me for the repair. The good man spent almost 3 hrs. in total, dutifully running tests on my computer and when that failed he began moving furniture to get to jacks and test them to find the problem. None was found. So the AT&T DSL staffer said to me he had to report this to a higher up, my home was blameless.
An hour or so later a phone call came in, this person introduced herself as a high ranking AT&T employee who was coming to look at the wiring as she could see why there was a complaint, I had been dropped 12 times the previous evening *at best I was dropped 3 times a night * and she'd be in touch. A knock at the door came an hour and a half later. She introduced herself, I invited her in, she sat at the computer as well, she stood to leave and a short conversation over the problem began. AT&T had sent, at no cost to me, one of their best, a person with an unblemished 30 year record. I could see she did not like defeat. She chatted more and in the middle of a sentence she stopped herself and asked to see my bill. I handed it to her and I can laugh at her first comment - 'Oh, look at all the ads they put on them' - and I watched quietly as she read it to herself, then she turned it over to read the rules of service on the back of the bill. She cried out - I know why you're having problems, it's right here on the bill; you've been signed up for 6x DSL service and there is no fiber optics line in this place, it's all copper. So you can't get 6x and what it's been doing is interfering and cutting you off. You need the lowest speed DSL and even that might give you problems.
SUMMARY: for 5 yrs I paid more than $3.000 for an non-existing service.

ADVICE from others who've had this experience, who got more than the standard 3 month reimbursement policy and have been reimbursed, please share with myself and others how to proceed. Thank you.
     
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Alain on 01/12/2012:
You might try small claims and you definitely want to drop AT&T (I'm guessing you may have all ready done this).
Alfred H. Fuente on 10/15/2014:
Dear Sir or Madam: You are not alone. For over five years, I paid for Fast Access DSL Xtreme. Eventually, I was told by an AT and T technician that Fast Access DSL Xtreme was not available in the residential area for technical reasons. Unfortunately, Congress passed a AT and T "relief, act". You can no longer sue in court for consumer disputes nor file class actions. You are limited to arbitration. Which is what I have done. the good news is that an arbitrator can still award punitive damages against AT and T. So don't give up.
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Installation Nightmare, Will it also be a BILLING nightmare?
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GREENSBORO, NORTH CAROLINA -- A door to door salesman came around my neighborhood trying to sell U-Verse products since they recently invested in a new line through my neighborhood. The price for internet and U-Verse 300 was $100. I asked if it was introductory or if there was a contract. He claimed no to both. Also, we could try it out for FREE for 30 days. My husband set up the service and had to choose an installation date three weeks later because they were so busy. OK. No problem.
Three weeks later on the night before the appointment, we have a service technician visit the outside of the house to set up the line. He took three hours. Then, he said he wasn't done, so someone would come out in the morning to finish the job before the appointment. No one comes. The technician for the inside installation came thirty minutes earlier than the appointment. He said the line wasn't set up and he'd have to put in another request for someone to come out. I asked when he would be back, but he said it would depend on when the line was set up. Three hours later a technician sets up the line, but can't tell us when they'd be here to set up the inside. We wait until night. At 7pm, I decide to call customer service since when we checked on the order online it said it would be installed in the year 2036. The first person I got said it would be another THREE weeks. Oh! Forget that! I asked for the supervisor, but the supervisor had to call me back. We waited an hour with no call back. I called again and spoke with another representative at another call center. She could not give a better date than three days later than the three week date. No way!! I asked for her supervisor and she refused to get him or her on the phone. I had to settle with this date or "none at all." I hung up. I went to gethuman.com and called a different customer service number. This person was awesome!! Read all the notes on my account aloud, but had to connect me with a more local customer service since they were out of California. The next person allowed to me talk directly with dispatch and they got me the next available, which was 3 days way. Great!

Not done.

No one came. I took off of work. I called and I would have to set up another appointment. I was so mad I couldn't speak. Then I looked at the contract we signed to see if it was worth it. That $100 price is listed as introductory with a contract in very small print. I haven't called them back because we have to decide whether we even want this mess anymore.

It's not worth it. I think we should just stay with the Hulu, Netflix and Earthlink internet (run by Time Warner) services we have. All together it's less than $60. Why did we even want to try this out?
     
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Uverse Package Out For 4 Days
Posted by on
On MONDAY 6-6-11 my Uverse went out, and it includes all three services. it was approx: 2:00 pm, and I called immediately. I talked to a person in I'm sure some other country, and was advised that there was nothing available for today. I understood this, and set up an appointment for 6-7-11 between 12:00 pm and 4:00 pm. approx an hour later I received a voice mail stating that my problem was due to an outage and should be resolved soon, and my appointment was placed on hold. the next day I called to verify the original appointment, and was advised that the appointment was all set no problems, and this was at 12:00 pm. knowing that things go wrong I called at 2:00 pm, and was advised for some unknown reason that my appointment was cancelled without explanation. I was advised by an unknown person they were very sorry, and they would try to fix the situation. well I was called back and advised there was nothing they could do, and I would have to set up another appointment. I set up an appointment between 12:00 pm and 4:00 pm again, and the next day I again called at 12:00 pm and was told that everything was all set.

I waited and heard nothing by 2:00 pm so I called again, and was advised that my appointment had been cancelled again for an unknown reason. this time I was very upset, but I knew that the person on the other line had nothing to do with the situation so I remained calm, and she said she would do whatever she could to rectify the situation. a supervisor came on the line named KATHERINE, and she said she would do whatever she could to get me taken care of today. she then called back later, and stated that there was nothing she could do for today, but would personally handle my situation, and guarantee that I would be taken care of on Thursday between 12:00 pm and 4:00 pm.

I was a police officer for a very large city for 30 years so I knew that KATHERINE had nothing to do with the whole situation, but I vented. I said if I was late with my payment every month would AT&T let me slide, and she said no, and the way the situation has been handled was highly unprofessional, and that I would be complaining to someone. she stated that she was taking the days off my bill. big deal I'm 60 years old and I don't need the drama, and that 4 days off the bill would not even come close to compensating for my time, and having me stay at home for 4 days straight. the next day I received numerous calls confirming my appointment, and at 3:20 pm my saviour PHILLIP showed up I almost kissed him. it took him 10 minutes to fix the problem, and all of the services were up and going. well I will get off my soap box for now, and thanks for the forum to vent my frustration JOHN
     
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jonthethird on 06/11/2011:
ATT/Uverse is in the midst of a large rollout, which they were unprepared for. They have numerous problems with equipment delivery, tech support, and field services. People should wait for things to settle down before ordering Uverse
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Apparently, they no longer need customers
Posted by on
My husband was a loyal AT&T customer and, after we got married, we wanted a family plan together. I had Go Phone and he was on a family plan with his former roommate. We went into a corporate store and found that we both needed to pay deposits. However, we own a small business. The employee told us that we'd be totally fine by setting up the service under our business.

He ran our business Tax ID number and we were shocked when he told us that they wanted a $10,000 deposit. That number is correct. They wanted a $10K deposit on an account with one phone line. Yeah, that's just not going to happen. So, we decided to keep my phone the way it was and to transfer my husband's number to a Go Phone account. Well, they couldn't do that until the $10,000 deposit was paid, because the supervisor had already locked the number into that account and there was nothing they could do. At that point, we were fed up enough that we got all of the information that we needed to take the number elsewhere.

A few days later, we got a bill in the mail, with the deposit waived. AWESOME! We paid the bill on time, got the plan that we wanted and thought it was all good. Until we started getting the daily collection calls. Apparently, the deposit was waived and then somebody in finance decided that they didn't really want to waive the deposit. Okay. I was then told that the only way I could get this resolved was to go into the store that set up our service and have them put in another waiver, because there was nothing that the receivables department could do for us. Well, we'd moved in this period of time and the store was quite a drive for us.

I called the store and was somehow routed to corporate customer service, instead. The CSR was extremely rude and made me jump through all of these hoops to identify the account. I gave my name, my husband's name, the business name, the account number, the telephone number on the account and was then asked to give three numbers that were regularly called. Seriously? Before I was even able to do that, the CSR told me that there was nothing she could do for me anyway. I needed to talk to someone at the store. Which was EXACTLY what I was attempting to do.

I finally got connected to the actual store and the manager told me it was no problem, that he'd take care of it. The collection calls stopped. And that was nice, as these calls were coming at 8 am, and our office doesn't open until 10 am. Every time I spoke to their Receivables department, I explained this. Nobody seemed to really care and they continued the 8 am phone calls.

We received our second bill, which showed that the $10,000 deposit was waived. Two days later, we received a notice that our account was past due (our last payment was credited towards the deposit, rather than the bill itself,) that we owed $10,145 and if we didn't pay it within 14 days, they'd shut off our service. I called the Receivables department again and, after being put on hold for 20 minutes, I was told to call the store. Again.

I called the store. Again. I spoke to an assistant manager who told me that it'd be taken care of and that he'd call me back when it was done. I waited for 3 days, hearing nothing and then called again. I stressed the fact that our service was due to be suspended and that this really needed to be dealt with like... now. "No problem, no problem." I received an e-mailed collection notice, which let me know that... well, it really was a problem, so I called the store. Again.

I spoke to the same assistant manager who told me that they actually can't waive the $10,000 deposit, they can't switch our service to any other kind of account until its paid and that, if they ran our business Tax ID number with a Social Security number, it'd go through. I told him that we'd tried to run our Social Security numbers before and that there was a deposit, but he told me that running both of them would take care of it. It didn't. We ran my husband's number and it came back with a deposit, after 3 calls to get the number and my husband's name spelled correctly. So, we tried mine and, after we finally got my name and SS number correct, the assistant manager stopped calling. Since we were working on a very heavy deadline, I didn't bother calling to follow up that day, because I just didn't have the time, with running a business and all.

My husband's phone was shut off the following day. He called customer service who told him that they wanted a $1,000 deposit if he switched it to a personal account and that we couldn't port the number anywhere else until it was paid. When the CSR was informed that this was our business phone, that all of our business calls go to that number and that all of our promotional materials had that number on it, he just didn't care and that there was nothing they could do. At all. He said that he wasn't going to tell us know to run our business. That's good, because they barely understand how to run their own.

When I got home from work that day, I called the store, who told me that they needed a $500 deposit, no wait... $750... no, $500. Really. $500. He really couldn't quite decide on which amount we needed to pay. There was nothing else that he could do, which I said along with him, because I was so used to hearing it, after all of this time. At that point, I was just so freaking sick of AT&T that we decided to go to another provider. We went to the mall, got our new account set up and found out that a cell phone provider can't refuse to port a number. Nice. We had to go into the AT&T store to get our account numbers and, when we told the employee why we were no longer doing business with them, she looked at our account. Apparently, AT&T had a lot of business fraud and wanted documentation on our business. Hey, we could have done that, if someone had actually asked us, prior to shutting off our service! We have a State business license, contractors bond, insurance policy, and a ton of references. Heck, we'd have let them visit us at work, so they could see that we're two real people who really clean houses and apartments for a living. But... it was too late, at that point. When the store employee offered that we could bring in this documentation, I felt like I really wanted to lose my temper. I didn't, because this wasn't her fault, but at that point, I was so sick of the run around that AT&T gave us that I never wanted to deal with them again.

Our new service provider has been nothing but wonderful. They dealt with AT&T's resistance to let me port over my number very easily, set up our voice mail and data connections, all with a smile. We thought that this was the last we'd have to deal with AT&T.

My husband's phone was an AT&T phone that had been purchased when his contract had renewed over a year prior to this incident. He called to have it unlocked and was told that he'd have to wait a week. Then he was told that, for a fee, they'd get to it sooner. We were reluctant to pay AT&T anything, so... we'd wait. We got a call on Monday, stating that his phone wasn't eligible to be unlocked and to call receivables about our outstanding deposit. We went to our new service provider, who was more than happy to give us an extremely deep discount on a new phone. Like, we got the "2 year contract" price, because the store manager sincerely sympathized that we'd been treated so badly by AT&T.

So, apparently, AT&T doesn't need their customers anymore, as we were pretty much blown off and treated like an unnecessary hassle. Which is fine, because other cell services are more than happy to do business with us. But, yeah. I wouldn't recommend AT&T to anyone, because there's nothing that anyone can do to resolve problems and nobody seems to care anyway. Save yourself the trouble and go elsewhere.
     
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Anonymous on 07/21/2010:
As an aside to all who find themselves in a similar situation: Never let a carrier tell you that you need to fulfill some obligation in order to port your number. The possible exception may be if your carrier allows customers to have "port blocks" (like Nextel used to when porting first began, and which Spring/Nextel may still do).
Helpful on 07/21/2010:
Good for you for switching.

Make sure you have good documentation as to the fees were initially waived. I could see AT&T trying to bill you for cancellation. You don't want your credit ruined over this, but I'd bet you haven't heard the last of it.

Best of luck.
DaLadna on 07/24/2010:
Helpful, you're living up to your name. We have documentation that the deposit was waived twice, so... if it comes down to it, we have plenty of proof. We also have plenty of proof of lost business, due to the disconnection of service.
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Something needs to be done about a dictatorship company
Posted by on
There are two issues both relating to our service with AT&T wireless and there customer service. The first is the deplorable way in which they dealt with the 15 or more times that our five family members had to return the 5 free V3 RAZR. The first phone had the back cover break off. So I called and they said that it would cost me $50 to replace it since it was physical damage and the insurance I purchased for all 5 phones, $5 per phone per month would only cover any internal damage. Then the returns started. First it was one phone at a time, then two phones at a time by then one family member had enough of this a bought a replacement. Then after the third time my daughter decided it was time for her to buy a replacement.

At one time I had 3 phones within a week having to be returned. At one point I lost track of the time period for a return which was 90 days. So I figured I could use my insurance since none of the damage was physical. To my surprise it would cost me $50. I was told since the acquisition Cingular ( we had the original contract with Cingular) the original contract was replaced by the AT&T contract which stated a $50 dollar deductible applied now. So I was out the 14 months of insurance payments (5x5x14=$350) and had to pay $50 to replace a piece of junk phone. Needless to say I cancelled the insurance the next day. My wife took my daughter’s phone a Samsung, she a bought Blackberry Pearl. By the way I got the hand me down V3 RAZR. This left a spare RAZR.

Eventually the Samsung went and I called for a replacement for the bad spare RAZR. By the way all these phones sent to us for replacements were refurbished of which some were worse than one it was replacing. I was told by a customer representative that after the third time you could request a new one of the same model. I tried this and was told by the people at the replacement department that was valid with the Cingular contract but no longer was in effect with the new AT&T contract. I pretty much hung up on them after some choice words and decided to call back in few days after I cooled down and discuss with my wife what other possible solutions I could suggest to AT&T so I didn’t have to keep replacing phones every month or two.

We decided to ask if they would offer a replacement of a different model. After talking with AT&T for 3 days they finally let us pick from 6 different models, my wife decided on a Sony Ericcson, of which has been good so far I don’t know if it is a refurbished one. My son’s phone in mean time had to be sent back, the one he has now a RAZR but a newer version is working so far, maybe they got the message with the refurbished ones. It only took a 1 ½ years and a lot of aggravation. So out of the 15 plus phones and $400 only one of the original V3 RAZR’s was good. Also the connectivity of AT&T as opposed to our original Cingular is horrible. I only have about 4 more months to end the 2 year contract.

Now for the second issue. My wife has been asking me for four months to see if I could hook her cell phone up to her laptop so she could have an internet connection were she works. When she got her Sony Ericcson it came with software so you set your cell phone up to do this. Unknown to me she installed it brought it all to work. The second day she was using it she called me because she was having problems getting it to work after she had to use her cell phone. I told her not to use it and I would check and see how much it was costing her to use it this way, she agreed. I had not been able get any cost that day since it was the last day of the billing period. The next day I checked online and was shocked to find out the first day cost me $119. That was nearly 12 mega bits of data downloaded. I checked the amount of data for the following day and to my shock it was 54 mega bits or $540.

Here I was expecting $5 or at worst case $20. It was to late to call so I called the next day a talked with customer representative who said that is a ridiculous amount to pay two days of internet usage, but informed me the rate is $.10 per kilobit. I explained to him even though my knows how to use technology, she has no concept of how it works and you can get into a lot of trouble if you don’t check things out first. He said the amount was to much for him to reimburse me for , his max is $200. So he put in a request to a manager ( aka dictator) for a reimbursement. After waiting 6 days I got a voicemail at work on my cell phone informing me that they were very sorry, but they are valid usage amounts and I would have to pay the entire amount. Believe me I was not a nice person to work with for the rest of the day. I am going to do battle with them again and call back and come up with some alternative way we can work this out, even if they convert the usage too their data plans I wouldn’t even mind paying for the first day and convert the other days usage to a data plan. It just that we all make mistakes and would a little help to ease the pain.

Even drunk drivers get more sympathy from a judge for their first offense. Its not like I used for a whole month and expected to get out of it, goodness it was only for two days. Is this any way to keep happy satisfied customers? They know they have you locked in on a contract so you are at their mercy and their word is final and the average consumer who wants something good in their life has to suffer the consequences of their dictatorship. Just a word to sum things up, every customer representative was very understanding and offered to work with me, it was when I had to deal with someone with authority that I got the rudeness and dictator like response. By the way before AT&T took over I had no problems and everyone was very pleasant even if they couldn’t help they at least made you feel like human with feelings and not just a paying customer.

A lot of anxiety and wasted money, not to mention the countless hours of being put on hold and talking with AT&T trying to explain a situation, only to find they wouldn’t work with you to find a solution.
     
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madconsumer on 03/09/2008:
I understand the razor phone ARE junk. better to stick to the older proven phones.

I have been with cingular and now AT&T for years. my service connection has never been any better. connection issues are oftent he fault of the phone.

whenever you use celluar internet, it will cost you big bucks. this is no ones fault but your wifes. next time maybe she will listen when you tell her not to use it.
phoneguy1055 on 03/10/2008:
You're experience made me sit back and think about what's going on with wireless customer service lately. I've noticed a growing trend. Not just AT&T, but Verizon and Sprint, (haven't had to talk to t-mo in a while) have been denying most customers' requests once they ask to escalate the call.

I think this is happening because of the exhorbant wait times that customer service has sometimes. I got to believe that a lot of that has to do with the fact that as a society, we've been conditioned to believe that 1st level CS reps aren't worth their weight in poo. I've actually noticed people asking to speak directly to a manager because they "know the first rep doesn't have any authority or power over anything".

And it's sad, it really is. Sprint and VZW will actually tell you that if you escalate a call after the tier-1 rep offers you a credit of any kind, that the offer will no longer be on the table. I'm not sure if the companies are doing this the right way, but it's a reality now. If this keeps up, retail churn will be higher than its ever been across the board.

On a side note, I always go into a store if I have any issues. Especially with service or billing. It's a lot easier for them to deny your request or not work with you on the phone than when you're staring them right in the face.
footballguru on 05/08/2008:
I just went ahead and got the unlimited internet data plan. Its only costing me $20 a month and If by some mistake my phone happens to mysteriously log onto the internet. It costs me nothing. That could save you a lot of headaches if you are on a two year contract with them and somebody in your household happens to use the internet feature on the phone without knowing what the costs are. By the way the cost of unlimited internet/data is only $15 a month. I pay $20 because I have the Gophone. Sorry to hear about your issues and I hope this gets resolved for you. At&t is really good about resolving issues if you are calling and not getting any resolution. My suggestion is to put it in writing. Also express your desire to remain a customer but let them know how this issue has affected the way you view the company. Hey it doesn't hurt to try. It helped me to resolve my issues and I only have the gophone.
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Over Charging
Posted by on
SAN ANTONIO, TEXAS -- I have been a customer of Sprint for as long as I can remember. However, I travel abroad often and the GSM technology most convenient for my purpose is not offered through Sprint, therefore I switched companies to the "New AT&T" that's when my cell phone nightmare began. I shopped around on the internet and found the phone that best suited my and my family needs. Instead of accepting the discounted offers offered over the internet, I called the AT&T customer sales department. The sales representative was very friendly and seemed at the time very knowledgeable of the products and services I was requesting. We talked a little more than 2.5 hours. We discussed the plans and options that were better suited for me; one of which was a data plan. He explained that because I was purchasing 2 PDA phones (one for me and one for my wife) that a data plan was a requirement. The data plans were 29.95 per phone per month which I accepted as it was “a requirement”, but had he not told me, I’d have purchased one just the same because that was the purpose of the phone. I’ll take this opportunity to say that I also purchased my daughter a phone (rzar). She knows not to go on the internet, but I know how she likes to text message, therefore I purchased the unlimited text message plan for her (same as I had with Sprint), Better yet I purchased the unlimited family text message plan which I later found out is not necessary if you purchase the unlimited data plan which I did for the PDAs. I also purchased the 1400 minutes not that we ever use that many, but as a precautionary measure. I purchased the nights and weekend package to start at 7:00 pm for an extra fee, I think around $10.00. There’s no way to make this long story short; dreams are short; nightmares last forever. Upon receiving my phone I called the number in order to activate the phone as instructed by the sales person and as included in the instructions received and started using my phone. About two weeks into the service my wife decided that the phone was too bulky and complicated for her and thought that she’d return it before the 30 trail period expired. We called customer service and they told us that we could take it in to a corporate store and they gave us three convenient locations. About a week later we took the phone in and they gladly exchanged it. During the exchange the sales person asked if we wanted any options on our phones re, data plan, nights& weekends, text messaging, etc. I told them that we’d just keep the options we had and at a later date we would change it if we needed additional or less services. He then told me that we had NOTHING on our plan just the 1400 minutes. I asked him about the current charges but he told me that there was nothing he could do but he could add options at that time and we could call customer service once the bill arrived to make the necessary adjustments. Had I known at that time what customer service’s response and reaction was going to be I’d have returned all the phones right then and there as the 30 day trial had not expired. But a week later I received a bill a whopping $957.00. OK no problem; because I know there’s a mistake so I called customer service as instructed and I seem to have gone through the same routine that all the other complaints have voiced. I was bounced around from one customer service rep (CSR) to another. Two CSRs had no idea that a data plan was a requirement when purchasing a PDA and told me that it must have been a promotion or some sort. I requested to speak to a supervisor but during my 2.5 hour hold/conversation time I had my wife get the local AT&T store on the land line. They told me they too require a 3 month activation of a data plan upon the purchase of a PDA. Only now does the supervisor conveniently remember the policy. OK, but now she insults me by saying that she can “give me a $200.00 credit” Like I’d rather pay a $700.00 phone bill. Secondly, I don’t want her to give me anything. What I want is to be accurately charged from day 1 of with the services and options that I requested. It’s only obvious that if the first phone salesman failed to apply the required data plan then he more than likely forgot to add the rest of the options that were requested upon purchase. After a long drawn out discussion the supervisor has one other option and that is to file a case. But in order to do that she would have to remove the credit “she so graciously gave me”. So I’m on hold for another hour from this point as she sums up her account of what’s happened to me ummm. She returns to the phone gives me the case number and notifies me that someone would be calling me within some specified time period, but at this time I’m really not hearing what she has to say. The very next day (while I’m at work) I receive a call from someone that wants to give me a $416.00 dollar credit. Again, I had to explain to him that’s not what I’m looking for. I want to be charged according to what I’ve used and in accordance to the options I’ve purchased. He then got very argumentative and if I weren’t at work I’d probably have argued back, but instead I told him I was not going to pay as a result of AT&T’s incompetent and under trained staff. He further stated what proof I had that I ordered any options. Well let me see; is it a requirement that the data plan be applied to the account upon the purchase of a PDA? Was it there? Now what proof do you have that I didn’t? I further want to say that AT&T if this is one of your ploys to detain customers; it’s not working. Why be so greedy up front. I was hoping we’d have long-lasting relationship. And don’t you know I was even thinking about dropping Time Warner (stupid me). For one, I don’t have the means to pay this amount and wouldn’t pay it if I did. If anyone wants to contact me or has a similar story my number is 210-705-4968 that is until “The New AT&T” cuts me off for not paying this outrageous bill. If they do cut me off you can reach me (Greg) at 210-265-1917 or 210-253-2606.

SPRINT, I sincerely apologize, but I have a feeling I’ll be back soon.
     
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cybermema on 08/07/2007:
Complain to the FCC, that'll fix em.
gorio16 on 08/08/2007:
Thanks cybermema; I will do. Any and all suggestions are greatly appreciated.
Ladderman on 08/12/2007:
Go to digital phone from your cable company.
gorio16 on 08/14/2007:
Ladderman thanks but I already have digital phone with my cable company. This is for wireless service "cell/mobile phone"
flabbergasted on 09/30/2007:
Try emailing your story to these links:

Here are the link:s: http://www.wireless.att.com/meet_email?id=stan_sigman
http://www.wireless.att.com/meet_email?id=kathleen_dowling
http://www.wireless.att.com/meet_email?id=ralph_de_la_vega

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AT&T Premier Customer Service runaround phoneline
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I have been an AT&T customer for about ten years now. I put in a pre-order for the new iPhone 3GS on the AT&T Premier website through my dad's corporate website. I understood would have a backlog. I didn't mind the backlog because that meant I would get the new phone without the hassle of going to the AT&T or Apple store. What I don't understand is the statement that was put on my order that I would receive the phone in 7-14 days when that is not even close to the truth.

I put my order in on June 15, 2009. The phone was not to be released until June 19, 2009. I called on June 25, 2009 to find out the order of the status. I just wanted to know if I could expect the phone in the next two months. I wanted to just get an idea of the backlog time. After being on hold for almost an hour, I spoke to a representative on the Premier line and they put me on hold to speak to a supervisor. I was on hold for over an hour and I gave up at that point. This was in the evening. I found out the next day that the line closes at 9PM or at least according to representative that I spoke to but there was no indication on the hold music or recording that representatives where no longer available after 9PM.

So the next day, June 26, 2009. I got on the phone after being on hold for about a half hour I spoke to the representative William. He told me that my order was "processed" on June 25, 2009. Now this made no sense to me since my order was put in on June 15th and the phone came out on June 19th. He got his supervisor on the phone immediately, Latasha Barnes. She told me that the 7-14 day statement that is made when you put your order in for the phone, is from the day the phone was released. According to her, I should expect my phone by July 3, 2009.

July 3, 2009 came and went and I really couldn't find time in my day to aggrevate myself and spend hours on the phone.

Finally on July 17, 2009 I made the dreaded call to AT&T Premier to find our the status of my phone. I immediately asked for Latasha Barnes the supervisor I spoke to on June 26th. He told me that he couldn't get to her because she's in a different office. I was shocked because I thought in 2009 there are company directories and office extensions. He did tell me that he could get me another supervisor so I was put on hold. AGAIN. After 45 minutes I picked up another phone and called the AT&T Premier line again. I got the representative Hooper Mills. He told me that he would take my number and have a supervisor call me. I am still waiting for that call. The other line I had on hold waiting for a supervisor went dead after an hour and half. So I called the AT&T Premier line again. This time I spone to Angela Alexander. I immediately told her I wanted to speak to a supervisor so I could get back in the queue. She said she had to look up my status order. She looked it up and told me that my order for the iPhone 3GS had been canceled!!!

So that's where I am right now. Does anyone have any advice on how to handle this situation with AT&T Premier? I feel like a prisoner to them thright now after waiting a month for a phone I could have gotten weeks ago at a store.
     
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msnanny on 07/16/2009:
Since your order has been cancelled I recommend that you either walk into an Apple store or place an order with apple.com

By the way, it will be worth the wait! I love my 3GS!!
blugecko on 08/24/2009:
As I write this, I'm currently on hold with AT&T Premier. And after 21 minutes and 26 seconds on being on the phone, I finally find out that the iPhone 3GS is on backorder. This is a disappointment after all the empty promises from other customer service reps (that I've talked to during several calls over the last week) who said that my order will ship the same day (that I was talking to them) or the next. AT&T Premier is a total mess, and that thought was reassured when I called a regular AT&T Wireless rep and she stated that it was the worst thing I could due to put in an order online or on the phone with AT&T Premier.
I talked to AT&T reps at a local corporate store and they said I could do the order through them much quicker, easier, and with my corporate discount.
And finally, I just got off the phone with the AT&T Premier rep. He said that although its on backorder, a new shipment of iPhones are coming soon and that my shipment should come in the next few days. Let's see if this promise shall be fulfilled...
DigitalCommando on 08/24/2009:
If you bought a tv, would you be OK with the manufacturer telling you what channels you can watch or not have? How about buying a telephone that the manufacturer has pre-loaded with what they believe are the only numbers you will need? Sounds great huh? but that is exactly what you get with an I-phone. Preloaded apps and choices preselected by Apple (and At&T). They have an arcane 'approval' process for any company to get its software on your phone, If they don't want it you don't get it. Wouldn't you think that you should be able to load anything you want on it like you can with your computer?
Fortunately, Apple/AT&Ts recent decision to prevent Google Voice from being installed on its phones may have opened up pandora's box for them.
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AT&T Customer Service
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SAN ANTONIO, TEXAS -- I attempted to order an iPhone from AT&T Wireless through a special portal they have for large corporate customers where they give discounts. There is a special group that handles these types of orders. I was told the iPhone would be shipped within 3 to 5 business days. I had also requested my current phone number be ported. After my order status was still in pending after 7 business days I called in. This was on a Friday and was told that there had been an internal error with their software placing the order on hold but it had been resolved that day and it would be shipped the following Monday. The following Monday, I called to check that it had been shipped and it had not and I was told again that the order was on hold due to and internal software error.

No one could give status on the order, that was all the information they had. No one could tell me when it would be resolved. I requested to cancel my order immediately right then and was told they could not cancel the order since it was on hold. I requested to speak to a manager to see if I could get a resolution to my issues. I was transferred to an escalation queue where I waited for over 30 minutes but ultimately had to hang up for a business call. I called back into the customer service again the next day and again was told my order was still on hold and no ETA on a resolution to their software errors. I again requested my order be cancelled and this time to the name of the person who said they would cancel my order and also requested to be transferred into the escalation queue.

I waited over 2 hours on hold. Finally I called the support number from my cellphone and told the person that I was on the other line waiting on the escalation queue, explained it had been over 2 hours and while he put me on hold, someone picked up the escalation line and hung up on me. After I told the gentleman on the phone that they hung up on me from the escalation queue, he informed his "floor manager". She told him to tell me that they would be transferring me back into the escalation queue. I explained that I did not want to go back into the escalation queue at the end of the line and that I expected a call back from someone. I asked this same gentleman to confirm for me that my order had been cancelled and when he checked on it, it had not, it was still showing on hold. I asked him again to cancel it - this was my third request. Finally, while I was on the phone with him I received a confirmation note that my order had been cancelled.

As much as I want this iPhone and it would really help me to do my job remotely - I will not give AT&T my business after being treated by these customer service reps so horribly. Then to add insult to injury I attempted to contact them via their website at this URL: https://www.wireless.att.com/business/contacts/ I believe you have to have a valid corporate email address to get to that URL but I'm not 100% positive. After I submitted a complaint on that website - I received the following delivery failure:

Delivery Failure Report
Your message: Site Experience Feedback
was not delivered to: icare@cingular.com
because: 550 Invalid recipient (#5.1.1)

I guess AT&T doesn't care about responding to customer's at all since even their website seems to go to a bit bucket. Lovely.
     
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A Nightmare Experience With Switching Over to AT&T
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Rating: 1/51
NILES, ILLINOIS -- Horrible experience ! I went there to switch to an AT&T prepaid plan (from another carrier).

Without me realizing it, they CHANGED MY NUMBER !!! A number that I had for 11 years ! They gave me the same last 7 digits but a different area code !

I called AT&T customer support. They couldn't explain how it got screwed up this way and said I had to go back to the store for a new Sim card so that they could fix the problem.

So, after spending almost an hour on the phone (waiting, explaining, being transferred, waiting and explaining again) I drove 40 minutes in the rain to get back to the store. It took me 2 hours there and a lot of explanations, and anxiety, to finally fix it ! Half a day wasted and SO MUCH FRUSTRATION !

Btw, the guy who made a mistake (Marko) was there, and he didn't even apologize for either of the two: screwing up the switch or being too lazy to check/ set up my internet access (my data wouldn't work). In fact it seemed that HE COULDN'T CARE LESS. Actually, no one apologized to me, which is very sad, because they had 2 hours of time to say simple "I'm sorry" or "we apologize for the inconvenience" ... NOT A WAY TO TREAT A CUSTOMER if you want him to come back, right ? I won't.

The manager was not the worst thing about the place, but he wasn't willing to help me with the internet at first, saying that "I may not be able to access internet because it's not an AT&T phone". Yeah, right ... Finally some girl taking care of the issue took a pity on me and set up an AT&T access point on my phone and it works seamlessly since (I didn't get your name but Thank You !). Unfortunately that was the only bright side of my experience with the store.

I had read some bad reviews about the place but went there anyway. I thought - come on, how bad that could be, right ? Well, it's worse that I could imagine ...Please save yourself frustration and choose a carrier that AT LEAST PRETENDS to care about you ! Or maybe another AT&T store would work, I don't know.

AT&T - sorry to say that but YOU SUCK !!!
     
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Scammers! They Cannot Pull Up Calls for Q&A!!!
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Rating: 1/51
FLORIDA -- On February 18th I called AT&T to get wireless internet for my house, when speaking to the sales representative over the phone she offered me a deal for U-verse as well. They were giving 3 months of free premium channels but after 3 months I would have to pay the full price.

Before purchasing the deal I repeatedly asked and verified that I would not have a contract with the U-verse plan but I that I would have a contract with my Internet plan. I once again verified the information that I could cancel my U-verse plan without being penalized with an early termination fee and the sales representative reassured me I could cancel the U-verse at any time without having a contract and without being charged for a termination fee as long as I kept my Internet services on for one year.

So, about a month ago I called AT&T and asked to cancel my plan with U-verse, the AT&T representative then informed me I had a contract with U-verse and if I cancelled I would have to pay a termination fee. I knew what I had spoken about with the woman I initially agreed to purchase the deal with and it was the complete opposite of what this representative was telling me, so I asked for a supervisor. The supervisor got on the phone and told me that I was right I did not have a contract with U-verse and at the time I wanted faster internet so the supervisor sold me the plan for a faster service and cancelled my U-verse plan.

I called today to inform them my credit card was lost and I asked for the representative to review my bill, she stated I still had U-verse so I asked to cancel it and informed them of the previous situation I had, it then escalated to management. The manager gets on the phone 30 minutes later and is not cooperative at all. I begged for them to listen to the call and get back to me to verify what was said, and the manager tells me not all the calls are recorded and he can't pull up my call. He refused to help me or remove the unauthorized charges they put on my account. I was scammed and lied to.
     
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jonibabi on 11/05/2013:
Me too. Something has to be done.
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