7 HOURS ON THE PHONE END UP WITHOUT RESOLUTION, AND GETTING INSULTED IN FRONT OF MY DAUGHTER

[pstoff9686]

AT&T:  How could you train agents to call its Customer a Liar?  How could you have the valor to train your phone staff to pass Customers with unresolved issues to other agents, How could you train your Supervisors to make decisions without speaking to the Customer on the line? Why would an agent send me to another agent out of my regional service area? Why doesn't AT&T provide Managers to help solve problems that regular agents or supervisors cannot resolve?

After one month, of unsuccessfully, trying to set up service for my new house, AT&T agents have:  Created and cancelled three accounts for the same job. cancelled and overidden the previous agent's orders, promised me three different programming packages, cancelled, and denied that those programming packages were ever offered to me, managed to cancel my home phone line, accused me that I have never had U-Verse Voice despite the fact that I have been paying for it for the past three years.  Today, I decided to make one phone call and clarify all once and for all.  Well, the call took SEVEN hours, and the issues were not resolved.

The worst of all are not the SEVEN HOURS of waiting, but the courage of one agent to call me a Liar, in front of my daughter, telling me that no one would offer me the packages that I was describing to her, challenging me to provide confirmation numbers, WHICH I HAVE. 

AT&T, you talk a big game about Customer Service, and Customer Experience, guess how I'm feeling right now about your promise.  and just like your slogan, I'm starting to: RE-THINK POSSIBLE, and as soon as I have decent provider around my area, I am taking my hundreds of Dollars per month to another company.  In, fact, I think that I WILL BEG DISH NETWORK TO TAKE ME BACK, AND I'LL PAY THEM FOR HAVING LEFT THEM:  10 YEARS WITHOUT A SINGLE PROBLEM.

I HOPE THAT AT&T WILL HAVE THE COURAGE TO SEND A COMPETENT PERSON TO RESOLVE THIS MATTER, AND TO APOLOGIZE FOR ALL THE DISTRESS CAUSED, AND FOR CALLING ME A LIAR IN FRONT OF MY DAUGHTER.

PS:  THERE WAS ONE DECENT GENTLEMAN FROM TECHNICAL SERVICES THAT WENT ABOVE AND BEYOND TO RESOLVE ONE OF THE ISSUES, AND TO HIS SURPRISE, THE SUPERVISOR THAT WAS SUPPOSED TO BE WITH ME ON THE CALL, HANGED UP ON US.

THIS IS NOT THE SERVICE OR THE TREATMENT THAT I SIGNED UP FOR.  I DON'T HAVE ENOUGH WORDS TO DESCRIBE MY DISSATISFACTION TOWARDS THIS COMPANY.

[spd2demun ACE - Master]

Try contacting Alex, one of the AT&T Community Managers for further assistance.

If you have the name of the employee who called you a liar, and the supervisor who hung up on you, Alex can report that for you.  These matters are handled via Private Message because they involve personal info (not to be posted on the forum).

Alex should also be able to get your other issues resolved by forwarding them to the proper contacts.

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pstoff9686 wrote:

AT&T:  How could you train agents to call its Customer a Liar?  How could you have the valor to train your phone staff to pass Customers with unresolved issues to other agents, How could you train your Supervisors to make decisions without speaking to the Customer on the line? Why would an agent send me to another agent out of my regional service area? Why doesn't AT&T provide Managers to help solve problems that regular agents or supervisors cannot resolve?

After one month, of unsuccessfully, trying to set up service for my new house, AT&T agents have:  Created and cancelled three accounts for the same job. cancelled and overidden the previous agent's orders, promised me three different programming packages, cancelled, and denied that those programming packages were ever offered to me, managed to cancel my home phone line, accused me that I have never had U-Verse Voice despite the fact that I have been paying for it for the past three years.  Today, I decided to make one phone call and clarify all once and for all.  Well, the call took SEVEN hours, and the issues were not resolved.

The worst of all are not the SEVEN HOURS of waiting, but the courage of one agent to call me a Liar, in front of my daughter, telling me that no one would offer me the packages that I was describing to her, challenging me to provide confirmation numbers, WHICH I HAVE. 

AT&T, you talk a big game about Customer Service, and Customer Experience, guess how I'm feeling right now about your promise.  and just like your slogan, I'm starting to: RE-THINK POSSIBLE, and as soon as I have decent provider around my area, I am taking my hundreds of Dollars per month to another company.  In, fact, I think that I WILL BEG DISH NETWORK TO TAKE ME BACK, AND I'LL PAY THEM FOR HAVING LEFT THEM:  10 YEARS WITHOUT A SINGLE PROBLEM.

I HOPE THAT AT&T WILL HAVE THE COURAGE TO SEND A COMPETENT PERSON TO RESOLVE THIS MATTER, AND TO APOLOGIZE FOR ALL THE DISTRESS CAUSED, AND FOR CALLING ME A LIAR IN FRONT OF MY DAUGHTER.

PS:  THERE WAS ONE DECENT GENTLEMAN FROM TECHNICAL SERVICES THAT WENT ABOVE AND BEYOND TO RESOLVE ONE OF THE ISSUES, AND TO HIS SURPRISE, THE SUPERVISOR THAT WAS SUPPOSED TO BE WITH ME ON THE CALL, HANGED UP ON US.

THIS IS NOT THE SERVICE OR THE TREATMENT THAT I SIGNED UP FOR.  I DON'T HAVE ENOUGH WORDS TO DESCRIBE MY DISSATISFACTION TOWARDS THIS COMPANY.

---

[spd2demun ACE - Master]

Only Community Managers or Community Specialists CAN help you directly on this forum.  They are ATT employees who can access your account and personal information. 

As stated to the other poster, this procedure is handled by Private Message for your protection. 

---

g_keswani wrote:

In the process of creating and cancelling accounts, do you know how many times AT&T ran credit cheks on you?

I'm sure you will be surprised if you come to know the truth.

AT&T re-wrote one of my simple uverse orders several times without my knowledge and I was told each time was a credit check.

And don't ask for Managers to help solve problems beacuse they are equally rude and non-cooperative. (From my experience in talking with manager Kevin at AT&T Corporate HQ in Dallas).

7hours on the phone!

AT&T didn't make an effort to call me before cancelling my newly established service. This is how much they care.

I suggest write or post on a public media website instead of AT&T forums.

If you send a PM to the so called 'NEW' community managers, you will get a standard response to provide infomation so that one of the 'Managers' will HELP  you.

---

[ATTJulieCS]

This sounds like a very frustrating situation @pstoff9686 .  I'm sorry for your experience.  Send me your account number, contact number and the full name on the account via Private Message.  I'll do my best to help.

Thank you,

Julie

AT&T Community Specialist

[g_keswani]

pstoff9686 worte: AT&T agents have:  Created and cancelled three accounts for the same job. cancelled and overidden the previous agent's orders, promised me three different programming packages, cancelled, and denied that those programming packages were ever offered to me, managed to cancel my home phone line, accused me that I have never had U-Verse Voice despite the fact that I have been paying for it for the past three years.

Dear pstoff9686: ATT cancels and rewirtes orders if they have a problem processing your current order. This could be related to multiple orders, service not available or technical issues. They rewrite such orders without informing the customer.

FYI: each time an order is written, they check creditworthiness of the customer by running a credit check from one of the three major credit bureaus.

[GRamspott]

Similar Experience!  I have personally spoken with 8 different representatives about 1 issue over the past five days.  Almost all of them are helpful (with one notable exception) but no one CAN HELP.  They can only transfer you, put you on hold, ask you to confirm all your information, and tell you that you need to call back to speak to someone in another office. 

[spd2demun ACE - Master]

Try contacting Julie, one of the AT&T Community Specialists for further assistance.

---

GRamspott wrote:

Similar Experience!  I have personally spoken with 8 different representatives about 1 issue over the past five days.  Almost all of them are helpful (with one notable exception) but no one CAN HELP.  They can only transfer you, put you on hold, ask you to confirm all your information, and tell you that you need to call back to speak to someone in another office. 

---

[Computer-Joe]

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spd2demun wrote:

Try contacting Julie, one of the AT&T Community Specialists for further assistance.

---

Did AT&T burn out Alex already? I have not seen much from him lately.

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