MCKINNEY, TEXAS -- I wish that I could get the documentation of the trouble I've had with AT&T Wireless into a reporters hands. They claim to have the best coverage and the least amount of dropped calls, and pride themselves on Customer Service being Priority number ONE. As an outside salesperson, I live and die by my phone. I also live and die by the way I treat my customers. So I know bad service from good service.
Be prepared for the worst customer support in your life. When you call in the reps will lie, answer things incorrectly, and basically try and get you off the phone as fast as possible. I wish I could add up the time I've spent on the phone with Customer Service, Tech Support, and email chat. They would owe me a big stack of money!
I went through three phones of same make and model, sim cards, upgrades that were bogus, batteries, and timeless minutes trying to get my dropped calls issue resolved. Eventually and only after a extremely long conversation with a very knowledgeable tech rep, did I get a refurbished Blackberry. The excuses for dropped calls ranged from they were in my head to everything else you can imagine. My 4 years ends in May and you'd think they would be doing everything in their power to keep a customer like myself who has paid on average, over $100+ WITH THEM for 4 years!
This week was the week I determined that I've had it with this company. Time is too valuable, and frustration ruins your quality of life. Get ready for terrible customer service, a lot of dropped calls and a bad experience somewhere down the line with them. I would love for 60 minutes to pull my personal file from them that would include their internal documentation of my calls, emails, etc. and then compare that to the CEO's Commitment to the customer comes first and how our cell phones have become a part of our everyday lives.
He, meaning the CEO would be shocked, if 60 minutes investigated myself and others who have been long term customers, and saw first hand how we've been treated. Not as one customer crying foul, but from the inside out. The last straw was when I asked for a supervisor and when transferred, he picked up the phone like the guy answering the phone for a cab company.
I requested his name. He hesitated and told me his first name. Then I asked for his last. I knew he lied so I asked for an employee number, and it didn't sound truthful either so I said "thank you and GOODBYE". Please note that it's very common for them to give their first and last names. I have plenty of them, so that's not an issue with this company. But, it was with me. Good luck with them. All my coworkers and friends are on Verizon and have none of the type of problems I've had. So guess where I'm taking my business tomorrow?
After reading some of the reviews on AT&T's customer service I have a few comments and a few bits of advice. We've dealt with 3 different cell phone carriers, T-Mobile, AT&T, & Verizon. The bottom line with all three (and probably most any customer service department you call) is that their billing departments make mistakes and not all customer service reps know how to correct them to your satisfaction. So... When you call take notes and call again if you don't get a solution that you feel is fair. When I call back, I tell them I've already spoken with someone and what I was told didn't make sense to me so I wanted to check again.
Both AT&T and T-Mobile screwed up our billing on various occasions. And both have given incorrect or inconsistent information depending on who I talked to. I didn't have to deal with too many issues with Verizon because my husband's company started paying that bill not too long after we started with them.
One problem that I had with AT&T occurred when I was receiving spam text messages that I had to pay for. The first representative I talked to said the only way to solve the problem was to disable all texting ability on my phone or to pay $5/month for their text service. While I don't send or receive many text messages often there are occasionally times where I need to send or receive. I'm not paying $5/month for, at most, 4 text messages.
I called Customer Service again. After explaining the problem and what I was told the first time around, the second person said - "No problem. I can take care of that." She then removed the charges for the unwanted texts and did something (I don't know what) to make sure I didn't get another unwanted text. She did not, however, completely turn off the ability for me to send or receive texts from valid numbers. There was a pattern to the numbers the spam texts were coming from so maybe she had some way to block texts from something following the pattern. All I know is she fixed the problem and removed the charges for the 17 texts unwanted texts.
When I switched from a family plan to an individual plan AT&T made a $75 mistake in my favor. I called because I didn't feel comfortable not saying anything. The representative on that call said not to worry about it and didn't remove the credit... Basically I got 2 months of free service as a result.
As I said before, the bottom line (even though it can be a big old pain in the back side) is take notes on what you are told, and call more than once if you don't get the response you want. If they've charged you for something you didn't subscribe to or have led you to believe something that isn't true, you can usually find someone who knows how to fix the problem to your satisfaction.
I am furious with AT&T wireless. I signed on for cellphone service quite a few years ago with Cingular wireless, then later changed my service to a family plan. Cingular bought AT&T wireless, and then things really went downhill. The first "problem" was that AT&T was under billing me. I was honest about it and called the company to let them know. Some good that did, because now the company is over billing in relation to a text message plan I signed up for on the AT&T wireless website.
I signed up for what I thought was a text messaging plan for the entire family, because my daughter had significantly increased her usage of the text message feature. At least AT&T's website led me to believe I was purchasing the plan for the entire family -- the site was actually very confusing.
When I received my first bill after that (in November), I was still billed for all the text messages my daughter sent and received -- and she's the reason I got the text messaging plan in the first place. I figured maybe it was too soon for the plan to be applied, so I paid the bill and said nothing. But the next month (December), I also was billed for all of her text messages -- more than $80 worth.
I called AT&T in December and spent a half hour with an AT&T customer service rep, who explained I had signed up for my number only on the text messaging plan I had ordered. I explained to him that I do not send text messages, and the website did not make it clear that the text message plan fee was number-specific. He agreed to change the text message plan to my daughter's phone number within our family plan and to refund that month's text message charges. In fact, he instructed me to make a new payment that reflected the credit.
But when I got the next bill (in January), I not only was billed for a new month of my daughter's text message charges, but also showed a past due balance for the messages she sent and received in the previous month -- the amount I was told would be credited to my account.
The customer service person I called yesterday (1/9) said the text message credit for last month was "denied" by AT&T, but no one at the company had contacted me to tell me that or to give me an explanation. Even worse, the plan still had not been applied to my daughter's number, as was promised to me, and I am continuing to pay for a text message plan tied to my number. I do not even know how to send text messages and do not want or need the plan to be tied to my number. I need it to be tied to my daughter's number!
At last check today on my website account, the problem still has not been addressed. I am furious! This is not the way to do business! I would like AT&T to adjust this mess -- I've also wasted a good hour on the phone between today's phone call and last month's phone call. This is nuts.
AUSTIN, TEXAS -- In July 2008 last summer, I had some personal effects stolen from my house. I reported the loss to the police, and kept the police report to cover any identity related issues that arose from the incident. On August someone using my name and social, in another state, went into an AT&T wireless store and proceeded to purchase a new phone, SIM card and phone number under my name and turned my number off. This left me stranded in Arizona so I immediately called the AT&T service via pay phone and after almost 3 hrs of back and forth agent to supervisor talk, I was able to prove who I was and have my phone number restored.
I was assured that all my features would remain the same because at that time I had no contract or upgrade, I was on month to month. And the people who tried to open the new phone account fraudulently were able to start up a new number with no contract. This information was read to me over the phone. After my number was restored I had to go and purchase a new SIM card for 26.03 dollars. By this time it was like ten pm. I was assured everything was fine, I place a security code known only to me to access my account to prevent anything like this from occurring in the future.
My problems escalated when I decided to close my account and go with a provider with better coverage in my area. That was when I found out that I was placed in a contract when they restored my number, even though I was SPECIFICALLY told that it would be restored to what it was before the people fraudulently tried to close my service. I was also told that I didn't specify anything and that because I didn't, that I was put in a contract and thus I would be charged an early termination fee of 175.00 dollars. Am I the only one here who sees a problem? I had month to month contract free service for over a year.
I had the same old phone I started the contract with over 3 yrs ago, never upgraded it because I knew I would be locked in another contract and I wanted to KEEP my freedom to move or change providers whenever I wanted. I never even got reimbursed for the SIM card that I had to purchase though no fault of my own. I offered to prove my case with the police report and written testimony from the manager of the Walmart who stood there for an hour while I had my card activated and my phone service restored.
I want to warn all of you that AT&T is crooked and will get you if you are not careful. I refuse to be taken advantage of while I am in a vulnerable state such I was. I will also encourage all of my AT&T friends not to do any business with them and I will also make a BBB report.
There are two issues both relating to our service with AT&T wireless and their 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 where she works. When she got her Sony Ericson 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 megabytes of data downloaded. I checked the amount of data for the following day and to my shock it was 54 megabytes or $540. Here I was expecting $5 or at worst case $20. It was too late to call so I called the next day and 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 kilobyte. 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 to their data plans.
I wouldn't even mind paying for the first day and convert the other days usage to a data plan. It's 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. It's 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.
LARGO, FLORIDA -- It all started 3 months ago when my husband and I purchased a phone for our daughters 12th birthday. We added her phone to our account and had it activated. At that time the customer service rep repeatedly tried to get us to upgrade and add options to our phones. He was pushy and rude. My husband had to get short with him so we could continue and finish our request. My husband specifically told him we did not want any options like text messaging or internet. We finished activating the phone and thought we were all done.
One month later our bill arrived. On it was a charge for internet down loads. Of course we thought this had to be a mistake because our daughter does not have this option. WRONG!!! I called to question the charge and no one would speak to me since my name is not on the account. They said it was for security purposes. My husband called and spent 2 hours on the phone being transferred from one person to the other. Finally after waiting another 25 minutes on hold we got to a supervisor.
At this time they explained that even though we did not request internet service they always provide the capability of accessing on the phone. You are not charged for it unless you access it. All you have to do is hit the internet button and then you are in. So our 12 year old daughter obviously figured this out and in fact down loaded something that cost $28. My husband was furious. We did not want it, specifically told them to not give it to us but they did any way. After what seemed like forever they agreed to remove the charge. He again told them to block all internet access on her phone. We once again thought it was done. WRONG!
The following month we received another bill and the $28 charge plus more charges adding up to $111 were on the bill for internet down loads. We call and are placed on hold over and over again. Another few hours to find out the last rep we talked to made a note of removing the internet but it was never done. We refused to pay any of the charges and they agreed to take them off our bill since the mistake was on their part. After 2.5 hours we were off the phone thinking, hoping this was the end of it. WRONG! Just the other day we got a call from AT&T threatening to shut off our account for not paying our bill.
My husband immediately asked to speak to a supervisor and she refused to put one on stating we were at fault and were responsible for paying the overdue balance. We have been a customer of AT&T for over 5 years and have never been late paying a bill, not even one time and now we have a pompous lady on the phone telling us we were irresponsible by not meeting our commitment.
My husband tried several times to review the past calls we had and what was supposed to happen. She admitted to seeing a comment on our account stating that our account was to be adjusted and the $111 removed from the bill. She said this was not how it worked and we had to first pay the overdue amount and then they would issue us a credit. This is absurd. She was rude and raised her voice to my husband several times. He once again asked to speak to her supervisor and she said it was not necessary.
Finally after my husband refused to speak to her any further she said she would notify her supervisor but we had to wait for a call back. She also told us that our service maybe disconnected if we did not send in the money we owe. Then before we hung up she asked if we wanted to fill out a survey. It was one question... Are you satisfied with AT&T? Of course we pressed one for dis-satisfied.
Three days later and we have not heard back from a supervisor to resolve our complaint but we did receive a call asking if we would consider filling out another survey and they were concerned with our satisfaction rating. This person did not want to speak about our issue. They just wanted us to complete another survey. We did and now we are supposed to hear back from someone that will request more detail as to why we are dis-satisfied but again... They did not want any details at this time. So here it is 3 months later and we still have no resolution.
Our contract is up in a little over a year and I can guarantee that I will not be re-signing with them again. I have never in my life dealt with such an incompetent, rude, nasty customer service department. I will not recommend AT&T to any one and will freely tell them that I am and will remain an unsatisfied customer.
MARYLAND -- ATT is the stupidest company! They have poor customer service and are money eaters. They will just surprise you for amount that they were saying is accurate. **. I will never recommend this company to any of my friends and family.... And the highest management is very unprofessional hanging up on me!!!! Stupid!!!!
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 myself 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 answer 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 calls 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 thankfully 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.
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, manpower, technical expertise, I the lowly consumer, paying tons of my money for something they are selling, have to adjust for something that it 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 have 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 follow up to check on it? No. They expect me to once again complain if the problem hasn't been fixed.
AT&T had 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.
HONOLULU, HAWAII -- I have been a valued wireless AT&T customer for over 14 years when they first started out as Pacific Bell Wireless. 19 months ago I updated my phones by purchasing refurbished phones through their website. A couple of weeks ago I was informed by AT&T that I had an account that was sent to a collection agency due to nonpayment. This account was attached to phone #'s I was not aware of or never used. Turns out, AT&T not only updated my phones but also added two lines and opened another account when I originally purchased the refurbished phones.
I have been on the phone with customer service for 3+ hours in the last two weeks and also have been to their store to get help from their manager on site who also was on the phone for approx 3/12 hrs while I Sat with him getting transferred from one dept to another listening to him get frustrated with internal departments as well.
At the end of that session, nothing was resolved and I was told that my account was duly noted by him and that this point he will have to forward the information to his AT&T Area Supervisor who will not be available until Nov 1st (6 days from now). A store manager was not able to resolve this matter at that level! The charges are $1,250+ for non-payment and early cancellation for an account that AT&T set up without my knowledge and now is unable to rectify their mistake. I've had to contact the collection agency they sold this account to, and all they say to me over the phone is "When will you be able to make a payment towards this account?" It's been a nightmare.
All in all, I always get a name and I.D. # of whoever I talk with on the phone @ AT&T because not always do they note my account with conversations I have with them and I find myself repeating everything from the beginning. I am looking for another wireless provider.