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 (**) 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 than 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!!!
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.
SMYRNA, TENNESSEE -- We have been a business customer for 12 years for phone, long distance, and internet; and after finally getting sick of them refusing to send a technician to check our lines and idiotic customer service we went with a slightly more expensive national carrier. It always takes forever to get a human being on the phone and they are rarely helpful. Our phone would go out intermittently and they would run an automated check on the lines that said they were fine, so they wouldn't send anyone.
Even though we had no phone service I finally was able to get them to send a technician who had to replace the lines that ran from the pole to the office because they were so badly corroded and poorly installed in the first place. The customer service reps can only tell you what is printed on the bill (like I can't read it myself) and sometimes not even that much.
More than once I've called with a question and they could only tell me to wait until the bill was generated and mailed and call back then. I have called after the billing date, but before it had been mailed and they said the same thing despite the fact that it was clearly in the system. We just got a final bill that included an early termination fee of $165 and they called me unethical when I asked them to remove it, or even back date the bill to the renewal date (one month) to bill us at the regular non-contract rate.
I asked if it was unethical that the early termination fee was never once mentioned when I cancelled service and they said they have no obligation to tell me what I should already know because it was in some small print section of the contract. HORRIBLE! Pay a little extra with ANYONE but these people to get good customer service, better internet speeds, reliable phone service, and a little loyalty for long term contracts.
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.
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!
RIDGEWAY, SOUTH CAROLINA -- On 1/7/14 I tried to make a partial payment until my paycheck landed on 1/17/14 and due to a system error was unable to make the 85 dollar payment. Service was suspended on 1/8/14 and upon calling customer service and speaking to supervisor my payment of 85 dollars was put through and I also received an adjustment of 110 because my plan was set up to get over on my wallet. Service reinstated and the original agreement of 1/17/14 was set up for the remainder of 86 dollars.
Needless to say today is 1/13/14 and my service is suspended for the 86 dollars we agreed to pay on the 17th and after several calls no one is willing to rectify the mistake AT&T and its employees made in the handling of this matter. This is beyond an outrage because all the information I am stating here is noted on my account and upon asking to speak to someone higher up I was hung up on twice by floor managers or supervisors as they would call it.
Canceled service. AT&T will not get any money from me due to a breach in our verbal agreement to keep my service on until 1/17/14. I have a pregnant wife and two year old son I need to look after via mobile phone due to my travels with my work and look at the outcome of switching to AT&T. My advice: stick with the prepaid services.
COLUMBUS, OHIO -- Last week I was going to purchase a mobile plan for me and my wife from Polaris Parkway Mal Columbus OH AT&T store. Unfortunately, a very rude AT&T staff called MARK ** as it is written in my receipt, came to us and answered us with a very rude and impolite behavior that I didn't expect from AT&T staff, when I asked him if there any special offer for the plan I am looking for.
Without any answer I had to purchase the regular plan in Christmas time, but just after that I checked Best Buy, they had AT&T special offer for the exact plan I was looking for. But after I came AT&T to have the same offer $370 less, Mark ** rudely told me there is no offer, you charged for $35 for each cell phone means $70. I saw it again better, so I returned the plan, but after I went to Best Buy to purchase the same plan, AT&T asked me for about $450 deposit for each device.
This story has made me so upset, and I really asked AT&T do something about these kinds of behaviors. I am not interested in being your customer anymore with rude behaviors from your staff. I have changed my plan to another operator.
CORPUS CHRISTI, TEXAS -- For a brand new company, I signed contracts for 2 lines 7 months ago. The very friendly guys checked all and called AT&T support center and told me that I've to pay 1 grant each as deposit for 6 months. Later I went to the AT&T store in Corpus Christi for several questions and was again told that every deposit will be refunded after 6 months.
Now that the time is over and nothing happened, I walked into the shop and was told that there must have been any misunderstanding as the deposit time regularly is 12 months. What's on with AT&T? My company now has some 30 employees and will have some 400 by end of next year. Today I wanted to sign contracts for 10 lines - so the trouble hits me the right time.
Maybe AT&T needs that money for investments or management bonuses. They should have ask for a credit before stealing the money. As AT&T seems to be short with money I decided to switch to any reliable carrier. Sure all invoices have been paid in time but they still want to charge early termination fee and refund the deposit after deducting that fee and whatever they want. Gosh, what kind of crooks.