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The other side of the story.
Posted by Attrep on 08/25/2010
OGDEN, UTAH -- I have been working with AT&T as a customer service representative for over 6 months now, throughout this short period and the future to come I will meet a multitude of people and an infinite number of personalities but at the end of everyday we can only help to categorize these calls into two tiers. A good call or a bad call.

An example of a good call would be courteous conversation back and forth orderly dialogue and polite respectful words from both parties are exchanged, Getting the customers issue resolved and our customers ending the call happy. Because both parties starting the call with an open mind and were optimistic with the outcome upon entering the call. Everybody’s satisfied with the service, issue resolved.

A bad call would be a customer calling out of anger and frustration most times very inconvenienced due to interruption of service, I my self as an agent face these callers with no prejudice and the utmost respect and compassion. These calls are generated randomly so are the agents who anwer them. The possibility of a mismatch flaring into conflict between these two sides are endless but, a job is a job.

It is hard being the spokesperson of a multi-billion dollar company with fixed standards and policies, the mediator for the people would sometimes have their bad days as well. Representatives leaving personal troubles at home but always all the time those 2 worlds collide, In turn there are customers out there missing imporant call’s or even their first child’s birth due to a dropped call! It is impossible to only have good days.
Last month I earned $265.30 working for AT&T under a 3rd party customer service provider outsourcing in this particular 3rd world country I live in

20 days a month

9 hours a shift

$1.80 an hour

At least 125 calls a week.

Deal with customers from all walks of life and varying experience.

$100.00 in rent and fare.

Working into the wee hours of the night.

$100.00 for food and partying
(and I should be putting $65 a month in savings but most times I save not one cent).

But even though after crunching down some pretty small numbers and living from check to check I am not bitter, but thankfull I am working. I have never gotten mad to the point that i’ve hated the person at the other end screaming at me. But I have reached the peak of being so happy and feeling love from a customer showing care and understanding. Long story short living with love is cheap so grab it at every opportunity. Appreciate life, Share what you have. Whatever it is you bring to the table as long as it is coming from good. To always be understanding and to never make assumptions. Live life, die happy :) PEACE
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Posted by rockfishing on 2010-08-25:
A lot of problem would be solved if these call centers were located locally. That way the customer service representative would know the local service issues. It would also provide better service by having the customer service representative understand the language and regional accents. It would also provide better customer service by having the rep be paid a fair and living wage, what the customer pays for, but gets slave labor service. Since my areas unemployment rate is near 10% I have no sympathy.
Posted by bcd on 2010-08-25:
My experience with AT&T customer service is that they do not correct the problem about 50% of the time. Multiple calls are required to obtain satisfactory support on a single issue. Supervisors do not call back 100% of the time.

Does that fall in the good call or bad call category?
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The more I call AT&T customer service the worse the problem gets
Posted by Notanattfan on 03/24/2010
I have had an AT&T wireless account for more than 2 years. Since I switched from another carrier and chose a number that would be easy to remember, I have consistently received calls from people trying to access their voicemail. There are the occasional wrong numbers, but there have been far more calls from people just hitting the "voicemail" key, having the phone dial the number programmed by AT&T and getting me.

I have called AT&T customer service many times, at least 5. I have tried to be patient and allow them to work out the problem. Nothing has worked, I still get the calls for people trying to pick up their voice mail messages.

The last 2 calls I made to AT&T customer service, I became very angry, because 1) I've been trying to get them to fix this problem for more than 2 years and they haven't, 2) each new customer service representative I speak to insists that the only way to fix the problem is for me to change my number. WITH A HUGE ORGANIZATION, BRAIN POWER, MAN POWER, TECHNICAL EXPERTISE, I THE LOWLY CONSUMER, PAYING TONS OF MY MONEY FOR SOMETHING THEY ARE SELLING, HAVE TO ADJUST FOR SOMETHING THAT IS THEIR FAULT. THEIR EMPLOYEE/S PROGRAM THE WRONG NUMBER INTO THE VOICEMAIL KEY AND THEY EXPECT ME TO CHANGE MY PHONE NUMBER. THAT DOES NOT FIX THEIR PROBLEM AND IT INCONVENIENCES ME.

So, the last 2 customer service representatives I spoke to, I really let them have it. I basically said, don't tell me that with the might of AT&T, this stupid little problem can't be solved. Don't make me change anything. Improve the quality of your service.

Hey, guess what. After every customer service call, whether I was patient and nice or finally got upset, it would get worse. I have gotten more calls over the past 4 months. That's why I am finally going to share this story all over the internet.

The last customer service representative even gave me a case number. What good is that if it hasn't fixed the problem. Do you think they would followup to check on it? No. They expect me to once again complain if the problem hasn't been fixed. AT&T HAS VERY VERY VERY BAD CUSTOMER SERVICE AND DARE I VENTURE A CHARACTERIZATION, SOME UNIMAGINATIVE AND INCOMPETENT, POSSIBLY, ONLY POSSIBLY VINDICTIVE CUSTOMER SERVICE REPS. I WOULD LOVE TO USE MORE COLORFUL LANGUAGE, BUT THAT MIGHT THAT AT&T ISN'T USING TO SOLVE MY LITTLE PROBLEM, IT MIGHT BE MORE EFFICIENT PROTECTING THE COMPANY'S "GOOD" NAME.
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Posted by madconsumer on 2010-03-24:
one thing i do when i get odd calls, is to ask what number they were dialing. this way you can verify where the mistake is. make sure to never offer your number, just verify the correct or in-corret number.
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ATT Wireless No Phone, No Record of my Order, 45 minute Wait on Phone
Posted by GlenG on 09/25/2009
I called Friday morning September 25th, 2009 to ask what happened to my wife's iphone. We had ordered it over the phone with a real person on Sept. 7th and had to reply Sept. 9th with this email saying we accepted their terms. So we did all the jumping through hoops for them and still no phone. So I call Friday morning and was put on an initial hold, then another, then another. By the time I arrived at work. I had been transferred to four different departments and had no resolve. I told the last representative that she had my number and my order number and knew what the problem was so she could take it from here. I told her if she didn't take care of this by the end of the day, I was going to write reports like this one on every review board I could find to warn others not to do business with AT&T wireless. They are not able to track their own business two initial people on the other end of the 1-800 number printed on the confirmation email couldn't even see my order. I think that's an obvious sign not to do business with a company. I have cancelled the order but still have a refund waiting because they have you buy everything up front.
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Posted by bcd on 2009-09-25:
Email them the confirmation order that they emailed to you.
Posted by msnanny on 2009-09-26:
Your beef may be with Apple not AT&T since they don't make the phones. iPhones, especially the 3GS, are hard to come by in some markets. Demand exceeds supply.
Posted by GlenG on 2009-09-26:
bcd- you didn't read that I did that in my post? I mention it twice.

ms nanny- my beef is with AT&T customer service. If I were on back order I would not have posted the complaint.
Posted by bcd on 2009-09-26:
RE: “bcd- you didn't read that I did that in my post? I mention it twice.”

No, you didn't.

“… reply Sept. 9th with this email saying we accepted their terms.”

You said you replied; you didn’t say that you sent them a copy of the initial confirmation. Yes, I am aware that a reply usually includes the original email, but it may not depending on the preference settings of your email client program. In addition to that, some confirmations are done via a web link (included in the email sent to you) not return email.

“They are not able to track their own business two initial people on the other end of the 1-800 number printed on the confirmation email couldn't even see my order.”

Here again, you didn’t say that you sent them a copy of the confirmation. This part of your post implies that you were reading the email to them over the phone. This was poorly worded and you did not convey what you think you did. Yes, I can read; you can’t write. If this is an example of the way you communicated with AT&T, I can see why you never received the phone.
Posted by GlenG on 2009-09-26:
bcd- go away. You have nothing better to do than nit pick my post. Perhaps you mean well but at this point you are a nuisance to my point which is I did everything I was supposed to do and they obviously are very aware since I spoke to 4 people who work there and I still don't have a phone. The communication is working just fine. If I have a customer at my job ask for the product I sell, I better damn well get on it or I am looking for a new job quick. AT&T is failing in this area. If you want to defend a pile of crap situation go right ahead.
Posted by Anonymous on 2009-09-26:
Bottom line, AT&T screwed up (which they are good at) and their customer service is horrible at best. They need to find the order, ship it and be done with it. AT&T as a whole has once again gotten too big for their britches.
Posted by Anonymous on 2009-09-26:
Your problem is not with AT&T. Your problem is with yourself.

"I told her if she didn't take care of this by the end of the day, I was going to write reports like this one on every review board I could find to warn others not to do business with AT&T wireless."

Wow, you are pleasant to work with, aren't you. AT&T has been around long enough to know how to do business. Got so big once, they scared the government. Sometimes, believe it or not, things fall through the cracks. Sometimes, I know you are unable to understand it, but sometimes things take a little nudge here or there to get to work just right. Customer Service people are just people, not little magicians.

And as people, you know what they do when they get an attitude like "I told the last representative that she had my number and my order number and knew what the problem was so she could take it from here"? Not as much as they would for the person without the attitude, that's for d*mn sure.
Posted by Ytropious on 2009-09-26:
I second Mundo, threatening gets you no where OP, shame on you. You canceled the order, good for you. Now try finding one in the store to buy.
Posted by GlenG on 2009-09-27:
MundoCani and Ytropious grow a nut sack and take the world by storm for once. I don't need your wuss advice about being nice. If you get irritated with someone for putting you on hold over and over for 45 minutes and you have already come to the conclusion your getting the shaft you should lay into them a bit. So get off my complaint board and go preach about being nice while a company screws you over to somebody else.
Posted by old fart on 2009-09-27:
Aawww he said "nut sack"...! How come he 's allowed to say "nut sack" and I can't!!
Posted by Anonymous on 2009-09-27:
GlenG, one small problem here, This is a public b^tch site so people are supposed to post back what ever they want. Like it or not that's just the way the site works. If you can't handle the feedback and want to tell everyone to get lost then don't post the review in the first place. (NH)
Posted by Eloise on 2009-09-27:
'get off my complaint board'
I assure you that one rant hardly makes this 'your' complaint board. In fact it doesn't make you a blip on the screen!
Posted by old fart on 2009-09-27:
Hey Super... hey Admin... What's a "nut sack"????
Posted by Anonymous on 2009-09-27:
Look between your legs.
Posted by old fart on 2009-09-27:
OOOHHH THAT nutsack!
Posted by MRM on 2009-09-27:
Also called cojones.
Posted by old fart on 2009-09-27:
Si Senor!
Posted by old fart on 2009-09-27:
I will see you dudes and dudess's later... It's almost past this ole' farts bedtime and admin needs the rest so good night to y'all...
Posted by old fart on 2009-09-27:
Posted by Ytropious on 2009-09-27:
Umm, I'm a woman, physically impossible to grow a nut sack. Thanks for showing your immaturity over someone disagreeing with you though, we'll see how far that takes you in life OP. As you can see, it gets you hung up on and no one respecting you.
Posted by Anonymous on 2009-09-27:
>>They are not able to track their own business two initial people on the other end of the 1-800 number printed on the confirmation email couldn't even see my order.

This sentence does not even make sense. You can post on all the boards you like--incoherent rantings like this one do nothing to help your case.
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AT&T Premier Customer Service runaround phoneline
Posted by Disgruntled AT&T Premier customer on 07/15/2009
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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Posted by msnanny on 2009-07-16:
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!!
Posted by blugecko on 2009-08-24:
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 do 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...
Posted by DigitalCommando on 2009-08-24:
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
Posted by Rockymtnpony on 04/06/2009
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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Allowed My Husband To Steal My Phone
Posted by Gwynn.fowler on 04/16/2014
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.
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Horrible Customer Service And Follow Through.
Posted by Milestones_2005 on 04/15/2014
ILLINOIS -- DO NOT GET AT&T INTERNET! I have had cell service with AT&T for over 4 years and have been very satisfied. About 2 years ago when I switched from cable to satellite, I signed up for AT&T internet. I had a $14 a month internet contract for 1 year with a option to keep the same price for a second year. All was OK the first year but my internet went up to $43 after the first year and they refused to honor their offer.

This February they offered me a deal for home phone and Internet for a lower price than just Internet. Even though I didn't need a home phone, I accepted. That's when it all went downhill fast. Before that I had my cell service, DirecTV, and Internet bundled. They unbundled my accounts and to make a very long story short, I ended up having to pay 2 months worth of bills in one month.

When I called customer service, they gave me the runaround and transferred me several times. After being on the phone several hours I was given a credit on my internet of 2 months and given a confirmation number. All was great until 2 weeks later when they shut off my service.

They had never credited my account. Round two of several hours of being on hold and they said the credit was on my account and restored service. I called the next day again because the credit was not there. After being transferred several times, I said I would hold for a supervisor. They sent me to the disconnect dept.... So while I was on hold, I signed up for Comcast Internet and provided to cancel my internet with AT&T.
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Customer Service Sucks
Posted by Mycashamount on 04/14/2014
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!
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800 Number Customer Service Is Horrible
Posted by Denise.curiel on 02/17/2014
SAN ANTONIO, TEXAS -- The people In customer service are horrible they do not listen, I have been on hold now for over 38 minutes WAITING FOR MY STUPID TEN DIGIT ACCOUNT NUMBER. I have given my information three times only for them to say they can not give me my own information. How stupid is that? If they think I am going to hang up they are wrong I am just getting angrier. The supervisor after hearing I was angry about being on hold guess what he did?! PUT ME ON HOLD!!!! I am so livid. It's 43+ minutes now.
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AT&T is a scam
Posted by on 01/15/2014
AT&T refused to give back my security deposit of 400 dollar. They told me is non refundable when I ended my service with. They told me it was refundable when I was signing up for emservice. What a scam.
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