KOKOMO, INDIANA -- I have been with AT&T since 2008. Every time I have an issue they always fight me on it. The people in the store and customer service always contradict each other. The store will tell you one thing and make promises then the corporation will go against it. I went to the store when the port on my Blackberry stopped working. I was under warranty.
The store inspected my phone and said it was no fault of my own. They noted the phone was fine and said I would be issued a new one. They called customer service who started the process but said it could have no scratches. I told them the phone had a small scratch on the screen. They argued but finally said they would honor what the store documented (that the phone was fine).
I sent the phone in and they sent me a bill for $500 stating I sent in a faulty phone because of the scratch. I was on the phone with them for over an hour before they finally honored the original promise (that I was upfront with from the beginning). Another incident I had was when I wanted to switch from a post pay to a prepay service because it was cheaper. I went in and they changed it over.
I paid for the unlimited text, messaging and data plan (on my blackberry) and was unable to use data unless on wi-fi and unable to use e-mail completely. I was able to use both fine before I switched. I went back and they said their SMARTPHONE PLAN did not work with blackberries (even though it counts as a smart phone). They did not tell me this BEFORE I switched and would not compensate me afterwards.
The store projects an attitude of helpfulness but do not tell you everything upfront and will not do anything when issues arise afterwards. They will also put you on more expensive plans automatically if they can slip it in even though it is not what you want or need.
When I first got a smart phone and added data I did not need much and wanted the most basic plan. They automatically put me on the data plan that was 2 notches above what I wanted. They never asked which plan I wanted and made it sound like they gave me the basic one. They later stated that they just assumed what I wanted based on what is "most common." Not very individualized service. I was able to get a back credit for this as I was far from using that amount of data they gave me or the limit on the smallest plan. I will be finding something new. I am sick of this.
DAYTON, OHIO -- I moved from Wisconsin to Ohio and transferred my AT&T service because I still was under contract. For some reason AT&T was double billing me. They said the one who did my transfer was supposed to have initiated a cancellation in a certain section of their system and he did not do that. Then my question was why do I have to suffer because of their employee oversight?
It took me more than 6 calls of 30 minutes each of waiting time to at last get a reasonable person in that company to help me even that they still stole my $20.00 the other 5 were very rude and insulting. Well, I don't blame them. They have the monopoly so can do whatever they want. I tell you, straight talk of Walmart fame (with all due respect) gives services that is 500 times better than this so call five star at and t company. They are a bunch of thieves and very rude. If you have another option please do not use them. I used to even own their shares but out of good conscience I dumped it because they are evil.
SAN DIEGO, CALIFORNIA -- To start with, AT&T is one company that does not care about its customers at all. This company only cares about its billion dollar profit/year and not realizing that the customers are who made them that billion dollar. I have my home land line, 4 business land lines, 3 cell phones and 1 DSL service with AT&T. At my business, on a busy Saturday morning 12/15/201 I called repair service to fix a down business line that is connected to a credit card machine. The automated service took 5 minutes to report the problem which is the responsibility of AT&T because it is outside the building.
I also pay a monthly wiring service fee for insurance for the inside of the building just in case. The Automated service gave me a date of Monday 12/17/12 afternoon to fix the problem. It took me 15 minuets to get through to someone to talk to and to ask to expedite the service. 30 minutes later, I got an automated call that they will not be taking care of the problem till Monday afternoon.
I called the "expediting center" and it took me 10 minutes to get through to a "manager" who I begged to send someone out because I have a retail business and we are also open on Sunday. Her simple "NO" answer was so cold and rude that this person should not work in customer service let alone be a MANAGER. As a result, I lost $1000 in sales but AT&T saved $25 by not sending a technician to fix the problem. That is really sad. AT&T tries to get it...
AT&T, you have many complaints all the time in all of the services you provide, yet you don't do anything about them. The customer can take so much before they go somewhere else. This is business 101. As for me it is time to go somewhere else.
WESTERVILLE, OHIO -- I moved from CA back to OH and while in transit my apartment offered me two choices for cable/internet. Either Insight or AT&T. I never heard of Insight so I chose AT&T since it had been years since the last time I used any portion of their network and figured they had to have gotten better, right? No.
First, they setup my installation but never installed because the installer kept saying my address didn't exist, this took three weeks! When the initial installer came to my house on a Friday, my "order" was put in as internet only nothing for my cable, nice... The installer had to call the office and have it added. He was at my house for three hours.
Second, their customer service "after hours" is subcontracted either to a different country or need to educate their staff because I couldn't for the life of me understand the person I was speaking with. They had to repeat everything over and over again and didn't know what to do with an "older" TV, when I say older we are talking about a 5 year old TV. I was told I would get a new remote in the mail, since they "thought" that was the reason and never received it.
Third, they forget to tell their customers when you sign up that you're in a contract. So if you terminate the service you are subject to an early termination fee of about 150.00. I've been with Cox Communications for years and NEVER had to worry about this ever. I will add I moved 12 times and did not have an early termination fee.
Fourth, when trying to terminate they are EXTREMELY rude. I've had nothing but issues with this company and can't for the life of me understand how they are still able to treat their customers with such disrespect, utterly disgusting and will not use again.
SAN JOSE, CALIFORNIA -- I'm a new AT&T customer and just paid and got my TV and Internet bundle. I had got my Gateway modem day before and struggling since then to install it, curious to know why AT&T lets people take the installation pain when all other providers do hassle free home installation.
Firstly, the sales team seems to be really pro-active giving 4-5 calls a day trying to make sure I don't evade to another provider but once the sale is done they disappear and the installation customer service jumps in which is fantastic at making customers wait for long times in the calls, not responding to calls in the customer center and giving no responsibility answers.
Today my AT&T Gateway modem was not getting installed and always getting red light and I tried with another telephone port and same issue, and then I called customer care to see if the problem can be resolved now she says it cannot be resolved and that a service personnel will be at my home between then and 4pm which is a 5 hour time window so indirectly stating that my Saturday got wasted for opting AT&T services. And now that person is on his way and am not sure when is he going to make and how much of my Saturday is gone.
Part 2 of the story is, DirecTV installation. DirecTV installation personnel who had to come between 8-12 today never turned up and I have made a dozen calls to the customer care just to talk to a person in you Verse support who will say its not within their control and they give this number 888-466-9635 on which no one answers and it just goes on music hold for minutes together. Once I even called this number and put it on speaker and played to the person who told me to call that number and they said they are not sure what's happening.
So DirecTV is screwing up and at last this person ** told me over the phone (ATT you Verse support) that I may have to wait for long over that DirecTV music hold to get to an option of call back. I told her I stayed for 4 minutes she said I may have to wait longer than that though she admitted its frustrating.
So bottom line, no TV connection no internet and adding to misery big 0 in customer service and installation. All this disappointment even before starting to use the connection and am wary of the nightmares I'll have when I use the connection. I would like to know somehow if I can cancel this line since I am terribly disappointed with this service and am ready to escalate it to any level.
PHILADELPHIA, PENNSYLVANIA -- Highly disappointing services!!! I have been calling AT&T customer care (611) on daily basis since the last two months. My security deposit of $500 which was to be returned 3 months back is still not received. Irony is that every time I call AT&T I receive a different answer to the same problem. Some say that the money has been sent by a check, whereas others say that the money will be deposited in my bank account directly. Sometimes I have even received calls saying that the case is resolved. Furthermore, the expected date for the receipt of check is extended by two weeks every time I call the customer care. This particular incidence has upset me deeply.
CHICAGO, ILLINOIS -- I had AT&T phone service and high-speed internet for year. In recent months, the internet became really slow sometimes and also had a lot of outage -- completely no connections, sometimes for days. I made tons of calls, wasted hours, problems not resolved. All I got was AT&T tech support blamed my computers, modems, routers for the problems. Once they lied to me that there was an outage in my area. I then asked around other guys were just fine.
One person promised something, another person completely denied it. I pointed out a mistake of a tech support about bits versus bytes. He literally laughed at me and tried to test my knowledge about bits and bytes. To tell you the truth, I am an electrical engineer. They think all customers are ignorant and they can fool all customers?
Complained to their complaint VP(?) but no reply. They used to give the option to review the calls, but recently I was not given this option. They dare not to face the customer. Finally, I canceled everything from AT&T.
DALLAS, GEORGIA -- AT&T U-verse is the most horrible experience I have ever had been a consumer of anything. They high pressured me to sign on with U-verse. I did just to get them off the phone. I was supposed to have home phone service and internet but I almost never had the phone service and lost internet at least half the time. They made visit after visit to my home and still never got it to working. They made me believe this was the first time they ever saw this when in fact, it is very if not, too common with U-verse.
The billing reps are horrible. They didn't give me proper credits for loss of service when they knew every moment I was without service. Once, I lost phone service for 9 days. You would think I was asking for a handout when I asked for proper credit. Yes, they were nice but full of lies and deception. I believe satan possesses the same traits as does the entire billing dept at U-verse and AT&T. These people are unbelievable.
I finally was told by a very rude and hateful U-verse CSR named Crystal to take my business elsewhere. While I almost had a coronary from anger, it was actually the best advice she could have gave me. I never liked cable but I went to Comcast and received twice the service for half the money with superb customer service and yes, a contract that will bind them to the price unlike AT&T who adds charges and money to your bill that you can't get removed.
I am sooo glad to be out of that cycle but returning the equipment and the final bill is now my worst dread. They won't like the fact I left them so I expect even worse service. Beware of AT&T. I believe they all must abide by some unholy, satanism bible.
OLEAN, NEW YORK -- 2-year upgrade done in June 2011 - iPhone 3Gs. July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store, told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and AT&T, but if I waited 4 months a new phone could be given (purchased) by overriding the system at a new 2-year contract and pricing. Again, had to wait 4 months.
Waited the 4 months with a crappy old 5-year broken phone that semi-worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone (was looking at $450-500 minimally). Told to call Customer Service and they could help me.
I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted AT&T to work with me because I have been a long-time customer for over 10 years and if they really appreciated me for using AT&T and being a long-time customer, that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered.
I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it. I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them, then I would. I just wanted someone to work with me. He hung up on me.
Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of AT&T. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!
ATLANTA, GEORGIA -- I cannot express my disappointment with AT&T... the phone company I have used all of my life. I was talked into a small business bundle to "save me tons of $ "... and now I am trapped in a SCAM by a company I trusted in. My husband has been unemployed for over 2 years and money is extremely tight. After my 3 year bundle contract with AT&T ran out I called in hopes of simply down scaling or going back to a regular phone line in order that we could afford the service. I was told that we could not do that... that we were under a contract for another 3 years! That I had agreed to have it "automatically" renew every 3 years for an additional 3 year contract.... WHAT?
This is so wrong. I cannot believe this company would ever take on such disgraceful practices. I know as a small business owner... that satisfied customers are what keeps a business going. It only takes a few unhappy customers to do a lot of damage to a company. They spread their negative words much faster than the happy customer spreads positive ones!
Well... after my contact with the AT&T customer service dept. and legal dept. (no resolution) I contacted the BBB to file a complaint on this auto renewal "practice". I received a response via the BBB that a customer service representative from AT&T was sending me a letter on 7/7/11 to cancel my contract with no penalties... that they had attempted unsuccessfully to contact me by phone. I reach all day, every day. This "letter" never arrived... believe me, I waited for it.
Finally, I re-contacted AT&T and was told that they were going to stand behind their "original" decision – that I would be penalized for breaking the contract. So basically they used another dishonest practice... declared to the BBB that they would take care of me, the customer, and failed to do so.