AT&T Complaint - Inefficient and infuriating!
I had been having connectivity issues with Comcast and decided to give AT&T a shot. What a mistake.
I ordered service and eagerly awaited a new revolution of service and Internet. When I got the DSL modem, I hooked it up and did all that was instructed but it didn't work. The sticker said that it sometimes took 24 hours for the service to work so I waited. One day later - nothing.
After spending about 30 minutes on hold before getting a tech rep, we walked through everything I had already done and at the end, was informed to wait for 24 hours and everything "should work". Again, one day later - nothing.
I called again and after waiting 45 minutes on hold, I hung up because seriously - I had better things to do. At this point, I'm so thankful that I never cancelled Comcast even though the service was spotty. The following free evening I had, I called against and waited another 30 minutes on hold. Again the tech tried to walk me through everything that had already been done but when I said that it had already been done, he got really snotty with me. His next suggestion was a "tech visit" but it had a fee. At this point, I was pretty fed up and just hung up.
I packed the modem up, shipped it back and then called customer support to cancel. Again, it was about 30 minutes on hold before getting through but the guy who helped me cancel was actually the nicest representative I'd encountered. He set it up so that I shouldn't ever get billed and said it might take a couple billing cycles to reflect the credits but I was free and clear. Little did I know that wasn't the truth.
When I received the bills, I ignored them but checked to see if any credits were made. Finally about six weeks after shipping the modem back, the credit was made for the modem but the service was never credited. Today, I received a "final notice before collection" bill and so I called.
What a nightmare!!
After 20 minutes on hold, I got to billing. After explaining the situation, the billing representative said she couldn't do anything about it and needed to transfer me to tech support. After 10 more minutes on hold, the tech representative looked over everything and said she couldn't do anything, only billing could and transferred me. Only this time I was transferred to the cancellation department (on hold for about 10 more minutes) - which obviously couldn't do anything because I had already cancelled my service. Then after another 20 minutes on hold, I was given to accounts receivable to which I was expected to pay the bill. Seriously!?!!?
At this point, I lost it. I had tried to be civil and explain it but I totally lost my temper. And I don't have a temper. I guess it helped though because I was given to "management" and after ten more minutes, finally got to speak to someone. I told her everything and then finally, she transferred me to a billing representative who simply credited my account and made my balance zero.
While I feel bad about giving the AR representative an earful about being the most inept and inefficient customer service in the world, I hate to say that it was true. I spent a total of one hour and 32 minutes on the phone, the majority of which was spent being on hold and in departments that couldn't help. Not only does that make people NOT want to use AT&T products but what a wasteful way to run a business? Maybe this is why the hold time is so long!
Regardless, I'll never use an AT&T product, even if it's free. I wanted an iPhone but screw that - I'll stick with my Blackberry. If ever I gave any advice to listen to - do yourself a favor and stay far far far away from AT&T. I'm sure if everything works fine you'll be okay but God forbid if anything works badly.