AT&T Complaint - The Worst EVER Service
My name is Cheryl Anderson and on 8-4-10 I visited their online site to order a packaged bundle service. I was getting all three services, phone, DSL, and Direct TV. I thought the company would be less expensive than Cox Communications, the company I was currently dealing with. However what I thought would be an easy and simple process soon turned into the worst consumer service nightmare I’ve ever experienced in my life! On 8-11-10 AT&T telephone technicians came out to change my line from Cox to AT&T. Before they arrived I called AT&T to see what time they would be coming because no one told me the hour of their arrival, just the date. While I was on the phone trying to get this information, I discovered that my order for the DSL hadn’t been received. I found that to be strange considering when I placed the order online it confirmed that my order had gone through for all 3 services. The representative on the line included the service and told me that I would receive the DSL hardware on Friday, 8-13-10. While I was on the phone with her, the phone technicians arrived. For the most part they did what they were supposed to do, however I was under the impression that they would take care of hooking up the phone service as well as the Direct TV. The telephone technicians informed me that they had nothing to do with Direct TV, they were strictly phone guys and they could not tell me anything about when the technicians for Direct TV would be out. Wow. I had taken that day off of work for the sole purpose of having ALL my services connected on that day because that was the impression I was given by AT&T. So I called AT&T again to inquire about when the Direct TV technicians would be out to install my service. Wouldn’t you know it; AT&T had NO record of me ordering Direct TV. Isn’t that something? I found it to be beyond something. Consequently I had to order the Direct TV service on 8-11-10, something I THOUGHT I had done on 8-4-10. After setting up the Direct TV installation date and time, I thought all was well. A few setbacks but as long as I was getting what I had ordered I was fine. However I was perturbed that I would have to take off another day for the technicians to install the Direct TV service. The telephone technicians went back and forth with a few phone jacks in my home and concluded that the jack in the kitchen worked and the jack in my loft worked. The ones that were in the bedrooms and the living room did not. That was fine because I was told by the Cox Communications technician when I’d first moved in that the only jack that worked was the one in the loft. HE suggested that I get a satellite type phone. I would plug the main/base phone into the jack in the loft and spread the other handsets throughout the house. That was a swell idea to me and I had been using that for the past three years without ONE problem with phone service. NEVER had a problem with the main phone being in the loft and using satellite handsets…that is until AT&T came and messed it up! The technicians managed to get the kitchen jack to work (we were under the assumption that it didn’t work) and they CLAIMED the jack in the loft work, something I already knew. They left. Later that evening though, I found that my phone was not ringing properly. Then the next day, 8-12-10, my mother called me and asked me to call the house because she was having problems with it not ringing. The only way she knew someone was calling was by the phone lighting up and the caller id appearing on the handset. I called the house and I got one ring and then some static and then a busy signal. I called several times and I continued to get the same thing. When I finally managed to get her back on the phone she told me how the phone didn’t ring at all! As I’m sure you can imagine at this point I was not pleased, especially in light of the fact that they claimed to not have my DSL or Direct TV order. I was at work at this time and I had to take time out of my day to deal with this problem. I called AT&T to address this problem as well as address the fact that they never had record of my DSL order or Direct TV order. I had to call twice because I couldn’t get the satisfaction I needed from the first call. Because I was very close to cancelling EVERYTHING, I was transferred to a supervisor. The supervisor listened to my problem and I will say, out of all the people that I had spoken to by that time and afterwards at ATT, she was the only one who seemed to be concerned about my issue…SEEMED! I relayed my situation to her and she got on the phone with the repair department while she kept me on hold. However she would come back every few minutes to assure me that she was trying to take care of the problem. By the end of the call 40 minutes had passed. She did managed to have a technician to come out on 8-12-10 to look at my phone line and she made sure that my Direct TV order was correct and in order as well as the DSL. She made sure all of the stated prices that I’d received when I ordered it online were correct as well. I cannot remember her name, it may have been Ms. Johnson, but she did give me her email address in case I ever had any problems. She told me to contact her if I ever had any issues. Her email address is email@example.com. With that I was somewhat satisfied that things would finally be working correctly with no problems. WRONG! Because I have to go to work everyday to pay for these services, I was not home when the technician came out on 8-12-10. My elderly mother was home and since she was aware of the problem, she allowed the technician to come and do what he was SUPPOSED to do. When I returned home and asked her about what happened, imagine my utmost contempt when she told me the technician told her that the jack/line in the loft did not work and that I would have to get it repaired and it would cost me $90!!! I was beside myself with anger because I was completely BAFFLED as to how a line that worked PERFECTLY on 8-10-10 and the early morning of 8-11-10 goes to NOT WORKING on 8-12-10 AFTER 3 AT&T technicians came out to work on it??? And I’M supposed to pay for it??? Livid is too mild a word to describe how I was feeling at that moment. Naturally I proceeded to call their fabulous customer service line to get someone to explain this madness to me. I proceeded to tell the representative the whole problem from the beginning to the end and she told me that she was going to make sure it gets to a supervisor and that the supervisor would call me back. That was on 8-12-10. As of TODAY, 8-27-10, I’m still waiting on that call!!!!!!(8-27-10 is the day that I actually wrote this letter to be sent to AT&T). She tells me a supervisor will call me back. Friday comes, no call. By the time 2 pm on 8-13-10 arrived, I felt that it was ridiculous that I wasn’t getting anything from AT&T but a headache. I then called AT&T AGAIN to complain about this supervisor never calling me and again, reiterating my problem in complete detail. The representative told me that the supervisors are out in the field and that there was NO way she could tell me when he’d call me back. The best she could tell me was that he had up until 6pm on 8-17-10 to call me. That was incomprehensible to me. I found it rather strange that every time I wanted to speak to someone in charge, I had to wait for THEM to call me back. It seems this is done at THEIR convenience and not the customers, the ones who are PAYING for these services. Since I could not get any satisfaction with that particular rep, I decided I would cancel all services but then I recalled the lady I spoke to on 8-12-10 who so politely gave me her email address so that I could contact her should I have any problems. I emailed her. It is attached to this letter. I explained in the email, in detail, everything that had happened in those last 3 days and I also expressed my complete dissatisfaction with AT&T. I included my home and cell phone number if she needed to contact me. This is where the “SEEMED” comes in. As of today, 8-27-10, I have YET to receive ANY kind of acknowledgement of my email!!! How naive I was to believe this was someone who really wanted to make sure I was a satisfied customer. How silly of me. By this point I was TOTALLY THROUGH with AT&T. I waited through the weekend up into the next week waiting for SOMEONE to get in touch with me about my so called broken line. NO ONE CONTACTED ME ABOUT ANYTHING! The Direct TV technician came out on 8-17-10 and did a wonderful job in hooking up my service. I could not believe the stark contrast in customer service I received from these two companies that are supposed to be working together. It was amazing. He was a great help to me. Unfortunately, before he began to hook the cable lines to the receiver and connect my television, he informed me that when he made this connection I would lose my internet service. It had something to do with the way the cable lines were run. I could not believe it. Here I had a complete DSL system waiting to go, ready to be used but no working phone line to connect it to. The only working line was in my kitchen. What a GREAT place to hook up my computer. GREAT place. Just where I would want a desktop, sitting next to my microwave oven!!! I was so beyond angry. I got on the phone immediately AGAIN with AT&T to find out when this phantom supervisor was going to contact me. AGAIN I had to go into detail with yet ANOTHER representative about my problem, who by the way wasn’t too polite. I did not like his tone with me at all. He talked to me as though I was the one who was causing the trouble. I asked him several times about talking to someone in charge and he more or less brushed me off. He told me the same ridiculous story I’d been hearing since 8-12-10. At this point it was 8-17-10 and my phone line was STILL in disrepair with NO ONE on AT&T’s end trying to find a solution or making an attempt to fix the problem. He told me, like I’d heard twice before already, that the supervisor would call me. Oh My GOD! Here we go again. However this was with a twist. The “Supervisor” would call me by 6pm that evening. Really? I hung up with him telling me that hogwash. I then attempted to call another number that I thought would connect me to some office or department other than the ones I kept getting because starting on 8-12 up until 8-17 I kept getting the same lies from the representatives. I say lies because like I have stated before, I never received a call from a supervisor EVER! I found a number that seemed to be different and I was hoping it would connect me to a department that could REALLY help me. Again my naiveté got the best of me. I got yet ANOTHER representative telling me the same garbage I had been hearing the last week! “A supervisor will contact you by 6pm this evening.” I was irate! I was so irate, I was near tears with frustration with how I could get absolutely NO ONE TO MAKE ANY EFFORT IN GETTING MY PROBLEM FIXED!!!!!! UNBELIEVABLE!!! NO ONE!!!!! On 8-17-10 at 6pm, no phone in my house rang. No cell phone in my house rang. 6:30 pm… still no calls. NOTHING FROM THIS PHANTOM SUPERVISOR!!!! Like I’ve stated earlier, today is 8-27-10 and I am still waiting on that supposed supervisor to call me. By Tuesday evening I made up my mind to cancel all services with ATT. I kept the Direct TV ONLY because they are a separate entity from AT&T and I can deal with them directly and because the Direct TV technician’s customer service skills was superb! I never opened the DSL package and it was delivered to UPS on 8-20-10 to be returned to sender. On 8-23-10 I cancelled ALL services I was remotely connected to through AT&T. I cannot believe the total…inconsideration this company has shown me. I cannot believe the STRESS that I had to endure trying to get AT&T to do THEIR job!!! I cannot believe that AT&T would come into my house and ruin a phone line that had been working PERFECTLY WELL the last three years with COX COMMUNICATIONS and then have the nerve to say I have to pay for it to be repaired! I cannot believe with all the calls I made and all the representatives I spoke to (and not in my nice voice because I was HIGHLY UPSET) NO ONE TRIED TO REMEDY THIS PROBLEM!!! NO ONE! I can’t get over that!!!! I was TOTALLY DISREGARDED!!! By 8-17-10, AT&T had to be quite aware of my issue and that I was far from happy about it. But no moves were made to rectify it. Oh, I’m sorry… some moves were made eventually… on 8-20-10. WOW! A call I was supposed to receive, or rather expecting to receive on 8-12-10 from a “supervisor” never materializes… but somehow a technician shows up at 5pm on 8-20-10 wanting to know about my phone line problem. Really? Really. He was sent away without entering the home because by that time I was done with AT&T. DONE!!! I don’t want anything from them EVER again!!! I don’t want a phone book, I don’t want junk mail, I don’t even want to see their commercials on the television! Cox Communications can charge me $500 a month for services and I will gladly take that over anything AT&T can EVER offer me!!!! BEYOND awful service! BEYOND!!! I am getting angry about it again. I was so stressed out behind this. I was experiencing headaches on end. NO ONE should have to go through what I have been through with ANY service company!!! I don’t know what kind of operation AT&T claims to be. It is quite obvious customer service falls very low on their list of priorities. Their customers mean absolutely NOTHING to them, as I have found out the hard way. They truly give a squat about the people who are paying out the nose for these services. New customers switching from their MAIN adversary in this region, AT&T could give two dead flies for. We mean absolutely nothing to you but a dollar… but then again, no. Not my dollar.