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AT&T Wireless Cell Phones Consumer Reviews - Page 2

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Policy "BS"
By -

OLEAN, NEW YORK -- 2-year upgrade done in June 2011 - iPhone 3Gs. July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store, told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and AT&T, but if I waited 4 months a new phone could be given (purchased) by overriding the system at a new 2-year contract and pricing. Again, had to wait 4 months.

Waited the 4 months with a crappy old 5-year broken phone that semi-worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone (was looking at $450-500 minimally). Told to call Customer Service and they could help me.

I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted AT&T to work with me because I have been a long-time customer for over 10 years and if they really appreciated me for using AT&T and being a long-time customer, that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered.

I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it. I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them, then I would. I just wanted someone to work with me. He hung up on me.

Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of AT&T. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!

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Standing behind their products
By -

I'm sharing my story to save prospective buyers of this phone some heartache. I had my last cell phone for about 6 years. It worked fine, but was an older model. The "pay as you go" plan has worked out well for me. I excitedly bought my LG GS390. I used the phone for 2 days, then left it in my purse in a padded front pocket, in my bedroom, while I was gone for a long weekend, to a wedding. When I returned, I checked it for messages, and all I could see was a spider web kind of effect on the screen. I immediately went to AT&T (where I bought the phone) and showed it to them and was told I cracked the screen!

The phone was barely 1 week old, and I was gone for 3 1/2 days of that time. I am a 55 yr. old woman and have had cell phones for many years, and never had anything like this happen. In the store, I was told, "You broke it." and told that they could not do a thing for me, but they would sell me another phone! I am convinced that this was a defective phone and the slightest movement or shaking in my purse when I was carrying it, caused the damage to happen. There is no other explanation. While discussing this matter, a sales person went so far as to say "sucks for you!"

I would like everyone to beware of this phone, and while this might be an isolated incident, both the manufacturer and the retailer will not back up their product! I bought the phone with a 30 day money back guarantee if I changed my mind, but they said that did not cover this phone. I asked that they fix or replace it and they said "no way". I do not know of any business that can operate like this and I want to warn anyone considering this phone to beware, no one will stand behind the product.

AT&T just lost 4 customers in my home, and I will never buy LG again. I hope that my story will help anyone out there researching the phone to think twice in dealing with these 2 companies that refuse to stand behind the quality of their products. There is no excuse for a phone to break in the very first week. Apparently the poor quality, defective phone is now my loss.

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$1,100 for two weeks of AT&T
By -

My wife and I researched phone companies for weeks before deciding to go with AT&T. We went into a local store talked with the salesman and manager extensively about plans and service and if we didn't like the service what our options would be. We were guaranteed on paper to be able to return the phones and service within the first 30 days. That is AT&T's big promo item about their company, 30 day return policy. Well 13 days later numerous dropped calls and no 3G access, we took the phones back. $300 in restocking and return fees at the store later, we were pissed!

My wife's phone was impeccable. I still had the protective stickers on my phone and we kept them in cases. But we paid it and left, after the store manager kept repeating "I don't know why the salesman told you that, we've never offered free returns on phones". Since we turned in the phones, AT&T has turned us into collections for over $700 for not returning the phones within the 30 days. We turned them in 13 days later!! I spent an hour and a half on the phone with a really nice representative. He was great and assured me that almost all the charges would be dropped. He was very apologetic, but we still had to pay over $100 for the service for TWO WEEKS.

He couldn't believe we were charged for cancelling within the 30 days. He even called the store to verify everything was turned in. He apologized profusely and assured me everything would be taken care of and we wouldn't have to pay more than $65 at the end of the conversation. Approximately 2-3 weeks later we are sitting in COLLECTIONS!!! My wife spent over an hour last night with an AT&T supervisor at their support center who was rude and uncaring. She told my wife basically tough, "you're in collections pay it."

If we wanted to fight it we had to open a new case to do so. She even got on a conference call with the store manager where we had purchased the phones and he confirmed everything we said. He asked the supervisor if he could fax her the receipt from us turning everything in and she said NO! So here we are, my wife has NEVER been in collections EVER! We've already paid over $300 for two weeks of service and AT&T is still screwing us. Thank you AT&T for having the WORST customer service and being the WORST cell phone company.

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Less Bars... More Cries
By -

GREATER SPRINGFIELD, MASSACHUSETTS -- I got two AT&T "TILTS" on June 08. Everything was fine until July when I started getting complaints from friends, clients and wife for not returning calls. I realized that the calls never got to me. The messages never got to me either. I started realizing that the same was happening with my outbound calls and messages. I went to the AT&T store and they after showing up three times to complain, they finally changed the sims in my two "Tilts". The problem did not subside. In effect by November 2008 it was much worse.

I called AT&T and was promised that I would receive a call back to fix the problem. Six months later I am still waiting then I called back, again and again (total more than 16 times). One time I was told that I had never complained about my service, therefore there was no reason to fix it. Finally on June 09 I was able to get AT&T to agree to send two replacement phones, after threatening with cancelling right there and then, the phones were sent to try to see if that fixed the problem, but.. if my old phones that have been losing calls and messages since July last year (worst since November 2008) had a scratch, I would have to pay AT&T $900 dollars, yes, $450 per phone.

I called the "resolution department" twice. The second time I called, I got **, whom very nicely tells me that he had a solution: I need to spend $598 for two new phones and sign a brand new two year contract!!! I did not like the idea to be a prisoner of AT&T WIRELESS for two more years and ** said that he would call the very next day to tell me what other options I had. Did you guess? Yes, I am still waiting, two weeks later.

Since then I had to send the replacement phones back to avoid the $900 charge, you know, as the first resolution specialist I talked to, told me: "The $450 per phone fee is there because of customer's FRAUD". I called AT&T to drop my tethering ($720 year), drop my 1400 minute plan to the 700 min plan and will file a suit in small claims court. Do you feel lucky?

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AT&T Is A Joke!!!
By -

I've been dealing with AT&T for almost 2 years & if there is one thing I am sure of it's that everyone who works for AT&T are idiots! I received my bill last month with an extra $560.17 added to it! Here's the breakdown on the charges.. 1-Nokia 6085-$60.17, 2-Blackjack 2-$250.00, 3-Moto q9h-$250.00. The Nokia I returned to them in January of 2008. I was told they received the phone & last month almost a year & a half after I returned it they are now charging me for the phone. How can they do this? Not one time did anyone tell me that the phone was not received. Instead they said it was in fact received & that I wasn't going to be charged.

The blackjack 2. I mailed them the phone overnight express in June of last year. I got the proof from the post office of the name of the person who signed for it along with the address, date & time that AT&T's warranty got the phone but they insisted they didn't have it. for a month & a half of fighting with them for hours at a time they finally admitted to having the phone! Now a year later they are charging me the $250 saying they never received it. Now again, within this year period they didn't say 1 time anything about this phone!

The Moto Q. I never even received this phone! I didn't even ask for it! Warranty sent the phone to Florence Alabama in October of last year when I was living in California! They again never said anything to me about this phone that was activated under my number but not my SIM card. So NO ONE says anything to me about these phones & then one day last month they show up on my bill but yet no one can explain to me why it is that they waited so long before even saying anything to me.

An ex girlfriend of mine even went into a store with her boyfriend & got 2 phones on my contract. They weren't asked for ANY form of I. D. and were able to walk out of the store with 2 new smartphones!!! Through out all these problems I have fought for hours with C.S., given the run around, had been made promises to in regards to receiving phone calls from managers (which were never fulfilled) & had my phone bill messed with every month!!! This phone company is a joke & I suggest that if you want a phone company that uses SIM cards to go to T-Mobile. AT&T will only give you 2 years worth of stress & headache!!! STAY AWAY!!!

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22 Year Customer Gets The Shaft
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WALKER, LOUISIANA -- I started using Bell South Mobility (an AT&T Company) over 22 years ago, when brick phones and bag phones were the new technology. I always paid my bill on time and for the most part, had decent service, until, the big AT&T switch and takeover of all of the smaller companies, including Cingular, took place. Then AT&T sought to "improve" the service by replacing the system with the new system (3G digital, I believe).

I live in a rural area, and had dropped all of our land line phones, and my wife and I used only cell phones for about a year. When they switched this system, we lost ALL signal. We actually would have to leave the house and walk about 100 yards away to even get the faintest signal. Being that I travel a lot, I could not leave my wife with no phone or way to reach me, or use her phone in an emergency.

I contact AT&T's so called "Customer Support" and was told they would investigate and contact me. They did call me 3 days later, and basically said that they could not help, because the tower in my area was working at maximum, but the signal did not penetrate trees, buildings, etc, as well as the old system. I said I was going to have to go with another service, and was told they didn't blame me for leaving, as they had changed the service and dropped the ball, not me.

When I talked to the representative to cancel my service, I was told that I would have to pay $300 per phone because I still had 4 months on my 2 year contract. In addition, I had my daughters and my mom's phone on my account, and they lost signal also. I argued that they (AT&T) had changed their service and left me with no signal and gave them a service claim number from the initial complaint, and that I had been a loyal customer for over 22 years. I asked to speak to the supervisor and got the same type of response. I was also informed that being a long term customer didn't matter, but right now is what matters, and I would have to pay a penalty.

They further told me, they could drop all of the service in the area leaving me with no service at all, and I would still have to honor the contract, and that's just the way it is. Well so much for long term loyalty and "Customer Service". I had to pay the termination fees, but switched to Alltel, and have been totally satisfied for over a year now. AT&T couldn't care less about you being a loyal customer, nor do they care about the hardship that they put you through when THEY make bad decisions that effect your service. I will NEVER use another AT&T product or service again. That's just how badly and rudely they treated me as a good customer.

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$ 1200 Cell AT&T Phone Bill
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VIRGINIA -- Beware of AT&T cell phone service. They provide features/facilities in your cell phone which you are not aware of and you end up paying thousands of dollars of bill. When you sign contract with AT&T, they don't mention that you have international dialing facility in your cell phone and when you end up making international call by mistakes, they charge 100 times more than the regular international call from any other service provider.

Their customer service is worthless. They are rude and not ready to listen and help. I cannot believe that AT&T is such a bad company and their motto is to make money from the customers by setting up a decoy, whoever comes into it, they will squeeze the money out of him/her as much as possible. Never ever go for the AT&T cell phone service.

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Customer service and billing
By -

I have been with AT&T for four years. During the last year, I have the most problems with them. Every time I try to get through to customer service, I am on hold a minimum of 20 minutes. I finally disconnected my service with them on 1/10 and moved over to Verizon. I kept my phone number. I called AT&T on 1/13 and asked what my final bill was and if everything with them was over. She told me yes, my service was disconnected and my final bill is $28.15. I paid that right away and then received another bill last week for $47.

I called to ask them about the bill and why I was being charged for a full month of service when I only used them for one week during that billing cycle, and already paid $28. I was told that regardless of using it or not that they charge for the full month. Why wasn't I told this when I called on the 13th? Response: Oh, gosh not sure, the agent should have told you. I did not receive those minutes so why am I being charged for it. Sorry, you just are the agent told me.

I asked to speak to a manager and was told that they would just tell me the same thing. I asked if this policy was in writing and the agent was not sure. I am glad to finally be rid of this company. Worst customer service I have ever experienced. It is pretty pathetic that a multimillion dollar company cannot even afford to hire more customer service representatives. They obviously must be receiving a lot of complaints for the lines to be tied up as much as they are.

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Cell Phone Policies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CUSTOMER SERVICE, WASHINGTON -- I purchased two new cell phones in October. My wife told me to check mine out to see how it worked before she would even open the package of her new phone. After a few days, I learned to dislike the way the phone reacted to the touch commands, as sometimes it took anywhere from 4 to 8 touches to get it to work. My wife said she would keep her old phone, as she could not use a phone that was as defective as that. The box for her phone has never been opened. I finally decided that it was the "cheap" phone and not me that was the problem, so I called and explained to them what the problem was.

I was told that they would not accept any returns, as the return time had expired, even though one of them had never been unwrapped. I decided maybe I could find another brand, and just toss the one(s) that I had and start over. I was told that I could, if I was willing to pay off the contract to the amount of nearly $400, and then start another 2 year contract! I mentioned the fact that I had been doing business with them for a number of years, and that providing me with a product that you could not even "get a handle on" for a few weeks, and then telling me "too bad, but that's our policy", would cause me to never renew a contract with them, or use their services again when this contract was up. They didn't seem to care.

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Incapable Employees Cost Me Hundreds
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DEDHAM, MASSACHUSETTS -- I have had 3 cell phone lines with AT&T for 13 years. You would think they would be a little more helpful when I called to report some issues last week. First my elderly mother goes into the Dedham, MA store and says she needs a cell, hers is broken. There is a free upgrade available on our account. You would think the employee would try to give her what is a good deal or the obvious choice. No, he tells her about this new program where she pays full price for a iPhone 4s, 440 dollars. The upgrade and phone should have cost 1 dollar. He scammed my mother who is elderly and told her she was paying 20 dollars for it. More like 20 dollars a month till the 440 is paid off.

When I call to complain they say, "It's too late. You only have a 30 days to return." Nice customer service huh? I call just yesterday to upgrade my phone. When I go to pick my data package it isn't listed. I was grandfather clauses in for an unlimited plan for 30 dollars a month. Turns out at my last upgrade the representative changed my data plan without my permission. I would never have given up my unlimited data. What does customer service say? "Sorry, you only had 90 days to get it back. We can't help you." Canceling plan is going to be easy.

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AT&T Wireless Cell Phones Rating:
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1.3 out of 5, based on 19 ratings and
51 reviews & complaints.
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AT&T Wireless
7277 164th Ave. NE
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