At Home Corporation Complaint - Customer service runaround
CHICAGO, IL, ILLINOIS -- Recently I needed to cancel my ATT@home cable modem service. I called the 1-800 number and waited on hold for 40 minutes, listening the entire time to how I could instead use their online chat customer service. So, finally I hung up and decided to try their online website chat. When I arrived in the chat room, I was number 25 on the waitlist. I thought maybe this wouldn't be so bad, because I could actually do other things and just keep checking back to find out when I'm close to being in contact with a real human being. So after about 25 more minutes I finally was connected to chat with a service rep. After providing all my contact info and letting him know what I needed to do, he then told me that he could not process my request to cancel my service, and that I would need to call the 1-800 number! I told him my story about the hell I had just gone through to get to this point, and he simply stated that they were too busy right now, and that I should try again later. I was, to say the least, annoyed. This time I decided to try something different. I called the 1-800 number and selected the option for new customers. I was instantly connected to a customer service rep!! I thought I had at last beaten the system. I told the service rep what I needed done (cancel my service) and they told me it would not be a problem, they just need to forward me to the appropriate service rep to take care of me. A couple minutes later I was getting my service cancelled and I still had 45 minutes of sunlight left in my day to enjoy!