AT&T Wireless Informative - Complaint against ATT Wireless' horrible and rude and inexperienced Customer Service
AUSTIN, TEXAS -- To Whomsover it may concern,
I was with ATT on a month to month basis since mid 2007. Around August 2007, I bought a PDA phone from ATT through amazon with a 2 year contract. However, within 30 days, I returned the phone, which makes me under no contract obligation with ATT. However ATT messed up their inventory records and failed to log the fact that I returned the phone. Recently, my minutes for the month expired and I thought of entering into a new contract for 2 years with ATT so that I can get a new phone as well as new minutes starting from the date of my new contract. However, ATT customer service said that I cannot get into a new contract because my old contract expires only in 2009. This is because they did not log the receipt of my PDA phone in aug 2007. I used to spend 2-3 hours on the phone with ATT customer service representatives, who would put me on hold everytime for over 20 minutes. All this I did during the daytime sacrifising my regulr workhours. The customer service representatives very impolite and rude and they never cared about existing customers. Finally after threatening them that I would go for a litigation, they reset my contract.Moreover, I had to pay extra money on a perminute basis for my cellular minutes that month, because ATT wireless did not resolve my problem on time. When I asked them a contact address for sending my compliants, ATT representatives failed to respond. I am having my attorney send a letter to ATT wireless demanding proper monetary compensation for my lost money as well as lost time and rude customer service.
In my opinion, ATT wireless doesnt care about existing customers and they dont care about customer-lifetime-value. And with this Apple Iphone deal, ATT wireless has become even more indifferent towards customer service. I experienced this when I visited a local ATT store recently.