AT&T Worst Customer Service I have Experienced

[flatwood]

AT&T customer service really needs to be overhauled start with their supervisors and above, apparently AT&T provide little training to both, that's why every time you have an issue, you're lucky to get real person in less than 25 minutes wait and if you did, most of the time they give you the runaround & excuses because they have little knowledge. Today I spent over an hour with them being transfered from one wrong department to another, while trying to explain to them according to their policy that I should not be charged $100 for the defective NVG510 router since I returned it within 8 days and the tracking # showed they received it with no damage ( They allow you 21 days before they bill you the $100 according to their website) they charged me the $100 as soon as they shipped the replacement one even though when I asked the tech guy if I was going to be charged, he replied no as long as I return it undamaged because it's still under the warranty. Now I know why Consumer Reports magazine and J.D power & associates always rank AT&T dead last in customer service year after year. I'm furious about the service & the lack of knowledge on their part. I'm going to try one last time to call tomorrow, If I didn't get nowhere, I will terminate my contract with them.

[dhascall ACE - Professor]

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flatwood wrote:

AT&T customer service really needs to be overhauled start with their supervisors and above, apparently AT&T provide little training to both, that's why every time you have an issue, you're lucky to get real person in less than 25 minutes wait and if you did, most of the time they give you the runaround & excuses because they have little knowledge. Today I spent over an hour with them being transfered from one wrong department to another, while trying to explain to them according to their policy that I should not be charged $100 for the defective NVG510 router since I returned it within 8 days and the tracking # showed they received it with no damage ( They allow you 21 days before they bill you the $100 according to their website) they charged me the $100 as soon as they shipped the replacement one even though when I asked the tech guy if I was going to be charged, he replied no as long as I return it undamaged because it's still under the warranty. Now I know why Consumer Reports magazine and J.D power & associates always rank AT&T dead last in customer service year after year. I'm furious about the service & the lack of knowledge on their part. I'm going to try one last time to call tomorrow, If I didn't get nowhere, I will terminate my contract with them.

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Really?  Consumer reports ranked AT&T lowest?  Are you sure that you are not getting that confused with AT&T Wireless?  U-Verse and AT&T Wireless are not connected.  CR had AT&T U-Verse and Verizon tied for the top spot as multimedia providers.  When folks start mentioning JD Power, my nonsense detector goes off......

At any rate, I had to wade through 80% of your post just to see what the issue is.  This is a consumer to consumer forum.  Please  PM Alex, an AT&T Community manager who should  be able to get you squared away.

[flatwood]

Consumer Reports may stated that AT&T U-verse and Verizon are tied for the top spot as Multimedia providers...And I stress ( Top Providers ) That's not what the issue here! We are talking about poor customer service U-verse, etc... The reason it takes a along time to solve any issue with them is pure and simple... lack of knowledge and training... Resulting in multiple repeat calls from us and I blame their training department for the failure. I emailed the CEO about the problems, got a reply back from his secretary that they are looking into it. I lost the trust I had in them, that's why I'm leaving.

[lamar8533]

It seemed  such a simple mission. Upgrade my dsl service. I had seen various ads for 6.0 at $19.95. I started on- line and a chat person, offered help. Of course it was mostly about what he wanted to sell. Twenty minutes later, I was still nowhere. When I got to work, I tried it again. They basically send you a link to sign-on and do your own orders. They cannot provide much about your current service or prices on anything. Finally they told me to call an 800 customer service. He gave me prices unlike what I had seen because these were for NEW customers only. I directly asked if there was any advantage to be a loyal existing customer? His answer : "Well......... if you want to look at it, that way, NO!  It had already become apparent  AT&T places NO value on current customers, but is hoping for new ones they can sell "bundles" It is ironic that a communications company is so difficult to communicate with.  It is easy to see why there are new providers all the time. I will look for the best deal. AT&T has told me directly, we don't care.

[lamar8533]

I spent an hour or more yesterday trying to upgrade my DSL service. One would think, any company would go all out for additional business. Try finding anything on their web site. I did the chat, twice which was an additional waste of time. They had no idea what service you have and refer you to a link to order. Then you are back to the slowest site on the internet. They finally told me to call the  800 customer service number. That was not much better. He told me some prices that sounded fine, but when he learned I was already a customer, I did not qualify for those. My prices were about twice that. When I directly asked if there was any advantage to being a loyal AT&T customer, his answer, "Well ..... if you want to look at it that way..No!" I would certainly agree. AT&T puts no value on customers or customer service. Their only interest appears to be selling "bundles to new customers." It does seem totally ironic and strange that with the companies I have used on-line AT&T Communications ( a communication company) is the slowest, least user friendly, with the worst, customer service (I feel I am honoring them just refering to it with that term)

[chris59newyork]

You are absolutely correct! I swear that place is run by a bunch of blind squirrels (all apologies to normal squirrels)!

DVR was having problems..called customer service to request a replacement..following me so far..

wow! that was quick..I got it a couple days later..waited until Saturday morning to swap it out..open the box...

Wireless receiver roflmao..so I call tech support in India I believe..explain that I need a DVR (about 5 times) oh we have no record of you having a dvr can you read me the serial number..it was Saturday so as soon as it hit I think 5:00 the line went dead..Call back on Monday...send a tech out and swap it out for you noooo problem...he can take the defective one so you won't have to go to the UPS store (read my preivous posts about the lost ones earlier in the year) The guy shows up swaps it out..says he can't take it cuz I'll have the same problem (get charged for something that I had returned) Next day go to UPS and send it out..Go in garage..wireless not working..reboot everything..wireless not working..Call tech support.umm how many boxes do you have (wonder who is doing your inventory) 4, oh so you're having phone problems,,no I'm not calling about my phone, I'm calling about MY WIRELESS RECEIVER..oh...we don't have a record of you have a wireless receiver.. can you get me the serial number (really these folks are nuts)..Well that order was cancelled..(slaps forehead) no I never cancelled the order, I returned the one you INCORRECTLY SENT ME! Oh we have to cancel x and do y and talk to z and then we can get you back online..About 4 hours later I get a call saying my service has been established...Calgon take me away

[Administrator_L…]

I hope ATT management is seeing how frustrated their customers are. I spent 3 hours on the phone and being bounced back and forth. I just want the AC Belkin power supply be replaced. This power supply was installed by ATT along with the Gateway/Modem they are using with U-verse.

The customer service is very poor. I have spoken to 3 agents and they are based in Manila. Sad to say that they are not taking things seriously at their call center office. I can hear them talking in our Tagalog language asking what is for lunch and or what happen to their party....so much background noise like playground.. It was terrible. I wasted my time and end up buying an AC adapter so I can throw away their Belkin UPS that feeds the power  to the modem.

I've been paying bill on time and never miss it but after this experience......I am looking for another cable/internet provider

[chris59newyork]

Good luck..the same thing happend to me in December I returned the wireless receivers that I didn't order..it took me about 3 months to get it straightened out..and as you can see below..i'm back at it again

[RCSMG ACE - Master]

Send Jamileh a PM she is an ATT Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/2548143

[chris59newyork]

And the saga continues..my son spent a half hour being shuttled from department to department..I was smart I plugged phone in this time and waited them out..guess what!!! We still don't have service on our wireless unit! I posted on facebook about all the problems I've been having a rep from ATT asked me to email her said" will let you know when the email has been received. I look forward to assisting you. Thanks,AT&T Social Media Manager"  guess what....no reply..When I tried to explain to the tech support person that there was nothing wrong with our wireless until you came out he kept telling me that something was in the way of the signal (bangs head against wall) THE SIGNAL WAS FINE UNTIL YOU SWAPPED OUT MY DVR..So tommorw someone is suppose to show up between noon and 4, I can't wait to see what else is gonna get screwed up

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[RCSMG ACE - Master]

Let us know what happens.  Hopefully the issue will be resolved tomorrow.

[chris59newyork]

I already know whats going to happen..it will get fixed..But that isn't the issue..THIS SHOULD NOT HAVE HAPPENED IN THE FIRST PLACE! This is the second time that I've had an order screwed up because the original tech didn't have command of the english language! It's partially my fault, I should've hung up when I had to keep repeating myself..told the woman to never mind..but nooo nooo dumb me figured she knew what she was doing..WRONG! I mean..dvr and wireless receiver sound alot alike

[chris59newyork]

Just as I predicted I finally am back up and running again..what almost a week later..Its really sad when you have to go to these extremes (posting on facebook or this forum) to get ANYTHING accomplished...They need to fire the tech support staff that worked on my account..either that or demote them and make they take training again..The tech came out Saturday..and what he did..a tech should've been able to tell me over the phone