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AT&T - Rude and Not Accommodating
Phone Line Repair - Complaint
Review by goldencheers7 on 2012-12-16
Rating: 
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 is 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 minuets 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 minuets 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 minuets 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 try 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 the go somewhere else. This is business 101. As for me it is time to go somewhere else.
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 minuets 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 minuets 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 try 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 the go somewhere else. This is business 101. As for me it is time to go somewhere else.
Comments:
Posted by bcd on 2012-12-16:
Why were you unable to plug the credit card terminal into another phone line or use the backup system by calling in the sales?
Posted by goldencheers7 on 2012-12-16:
We have 2 lines for this location, one for credit card processing and the other for phone orders.That's why we could not plug the credit card machine into the other line.
Posted by bcd on 2012-12-17:
I’m baffled as to why you didn’t utilize the touch-tone or voice verification backup systems (available 24/7 to all credit card merchants) via cell phone. It costs more and is inconvenient but it is a better option than losing sales.
Posted by goldencheers7 on 2012-12-19:
We are a fast pace retail food business and using that kind of a procedure does not work. We will have angry customers instead.
Posted by Unhappy with ATT too on 2012-12-26:
I just had a horrible customer service experience with AT and T myself. I have been with them since 2008 and I am having some issues with money. They used to be quite helpful in extending help with getting your bill up to date but no more!! Greed has apparently hit them! I had asked for an extension to pay my bill in full a few days ago, I was only given FOUR additional days..yeah right most people get paid every other week. So I called them again the day the bill was due asking if I could just get a few more days extension. Like I said I have had an account since 2008 ...I was berated and told I had not made a payment since late Oct(it's now Dec.) and I had no right to ask for more days. The first person was going to give me two more days but when I asked for more, she switch me over to an incredibly RUDE manager who yelled at me and told me if I do not pay my bill by midnight tonight they are shutting off my cable. When I told her maybe I needed to go to Comcast she told me that would be a good idea! Boy I wouldn't want that woman working for my company!!
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