AT&T Worst Customer Service I have Experienced

[ChrisWorthington]

to start off I would like to say that my family are all long time at&t customers. 

This all started when my iphone 3gs got stolen. i called up at&t and alerted them of the issue, may i add i waited 45minutes to actually speak to a real live person. Once i finally got connected the customer service agent explained there was nothing she could do to help me except suspend my service. I said ok sure and went on with my day. When i called back later to confirm my line had been suspended, to my surprise i discovered that it actually was, but what i learned next was truly frustrating.

My father had suscribed in a service at&t provides that enabled gps tracking on my phone. I Can't believe my first at&t sales person failed to notify me of this issue. If she did we could of tracked my phone and I would of been a 100% happy & satisfied customer. 

I thanked the second customer support agent for helping me and asked to speak to a supervisor to explain my frustration in the fact that i was not told about my gps tracking. i waited for about 30minutes on hold to only be disconnected.

A couple of weeks later I called and attempted to place an order on a lg neon 2 cell phone. After waiting on the phone for 30minutes, and being transfered 4times I finally got to talk to someone who could assist me.  Since my previous phone got stolen they said I could buy one for $60 and i won't have to upgrade my line. I said sure thanks! After 1hour of me repeating my billing information because the agent kept typing it in wrong she finally said to me " Oh sir, sorry but the lg neon 2 is out of stock" " i will be sending you a samsung flight 2" I said is that a comprable phone and she assured me it was. 

Great! I waited 2hours, and got a phone that i didn't even want- but it would have to do because i needed a cell phone

After two weeks with the samsung flight 2 I had had it. The phone kept freezing, turning off and then back on, switching from silent to loud by itself, and I became truly annoyed. on the 4th of january 2012, I called and talked to a customer service agent and explained to her what had happened. After 20minutes of hold she came back and said ok sir we can help you. She said they will get me a replacment device, and that they would be able to send me a lg neon2. I was so happy that i was willing to put all my horrible experiences and customer support issues with at&t aside. This is the one phone i've always wanted and i was truly estatic to get my issue resolved. 

Now here is where it goes all downhill. To start off the agent's computer "wasn't working" so she had to wait 30minutes for a supervisor to help her and use someone else's computer. ( at&t do you not provide owrking computers to all support agents?)

After another half hour she finally said I am good to go, she assured me it was a lg neon 2 and that there should be no problems. 

So today I went on att's live chat and tried to check the status of my order. The agent I "typed" with was amazing. Very fast, proper, and did not keep calling me MAM like many of the phone agents have done, even after i told them that i was infact, a "sir". She said after looking at my records they are sending me a samsung flight 2, the same phone i have had been having trouble with. I am truly dissapointed in at&t because i was assured of something and then discovered that infact,  I will not be recieving the phone I was told I would get.

To summarize: At&t has the absolute worst customer service I have ever experienced, and my family is switching to verizon because of it. At&t needs to get their act together if they want to keep my family as LIFE TIME loyal customers.

[BadBadLeroyBrown ACE - Warrior]

If your father subscribes to the AT&T Family Map service and you're not an authorized user, then they likely CAN'T inform you of the service. Regardless, once they knew it was stolen and the SIM card was deactivated, I'm not certain the Family Map service would continue to work, since the service requires the phone to be actively on the network.

You probably shouldn't have accepted the first Samsung Flight if that's not the phone you wanted. Once you have problems with a phone and have to replace it under warranty, the Warranty Department will send you another of the phone you have (not the phone you want). They used to have some wiggle room after a phone had been replaced at least twice to provide a customer with a comparable but different phone, but I'm not certain they do that unless the phone they're replacing is no longer sold.

[wastedspacer]

I'm right with you there - luckily I haven't had to call them very much. The number of times I've called for wireless help I get the same message that they are experiencing an UNUSUALLY HIGH VOLUME of calls (bet that's a bit like Homeland Security's stuck state of  "Elevated") so each time I just ended up dropping off after 30 minutes or so. One time I spent almost an hour on hold and was able to find the answer on a forum before they connected!!! 

Also had a problem with DSL where I could  get to ATT sites but nowhere else - so obviously their Internet connection had died (not mine). That time I spent 3 hours being passed around an untold number of representatives all asking the same dumb questions - like what operating system am I running .. my answer is just about any one they want me to use since we have 8 different machines in the house Macs, Linux, Winxx, OSX etc. Since I luckliy also have a second breadband, I was giving them all kinds of network stats and identifying a very flaky node which turned out the problem was one of their Redback routers going bad.

Having said that Comcast, Sprint, TMobile, Verizon are pretty much just as sloow and clueless. They have grown to a point where the customer is always several thousand miles from a talking head paid minimum wage and just there so they can "check the box" and make the customer think they are ever so slightly better than ATT competitors.

[jamileh]

I'm sorry to hear that you've had such a hard time getting this taken care of properly. Since I'm not able to view your account, I can't offer any reasoning as to why you were not sent the phone you were told to expect but I'd like to have someone call you to review this entire issue and see what we can do to fix it. 

Will you please send me a private message with your name, account number, phone number and the best time to contact you? I will have a member of our team call you directly. 



To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[ChrisWorthington]

P. badbadleroybrown- my point was if the agent i spoke to at first told me of this feature i had then i would of never deactivated my phone and we would of found it...

anyways...

So I spent about 3 hours today talking with at&t trying to get this resolved and here's the "conclusion" At&t Came up with...

The woman I talked to made a "huge" mistake ( quoted by the warranty department agent i spoke with). She didn't realize that a device replacement on a warranty meant i would have to get the smae phone... ( WISH SHE WOULD OF TOLD ME THAT) . So after all of this I find out that all that happened was that one woman who was untrained, and did not know the warranty policies messed up, i spent over 5hours on the phone with at&t trying to get this resolved. 

So instead of at&t standing by their company and saying "ok someone messed up BIG TIME and it was 100% OUR FAULT because she was clearly untrained in att police and warranty information, we will give you the phone you asked for and was guarenteed. But no all they say is, sorry we can do nothing about it. 

I'm so tired of at&t making mistakes and failing to fix them. Sorry AT&T But a "sorry you had to go through this" Does NOT cut it for me anymore. Quite frankly I feel like this company should start caring more about there customers. 

Jamileh- thanks for your help but there really isn't anything That i can see anyone being able to do at this point. AT&T made a mistake, and is clearly not willing to fix it.

[jamileh]

I understand your frustration and that you're tired of trying to get this fixed only be disappointed. 

Obviously I can't make any promises about resolution because I'm not up to speed on the entire situation but I would really like the opportunity to try to make this right. 

My "door" is always open, so if you change your mind; please shoot me a private message using the link in my earlier reply.

[cheapiedevil]

yes I agree with you that AT&T has the worst customer service ever!  At least some of you already using AT&T and have a phone that you can use.  Maybe the service sucks but at least you get SOMETHING.

I haven't receive my phone nor start using AT&T yet and I hate them alreaady!!  

Friday, I placed an order online.  

Monday, I received an email that there is a hold with my order.  I called and the lady said problem is fixed and item will be shipped today.

Tuesday morning, I was bored and just wanted to check the status of my order.  It is still being on hold!! I didn't receive any notification!.  I called them and found out what happened with my order.  The lady on monday didn't fix the problem.  I asked to talk to the supervisor.  Supervisor helped and offered me a Next Day shipping.  

Tuesday Noon, supervisor called and left me a voice mail saying my credit card is decline. 

Tuesday afternoon, I called them back and gave them an alternative credit card, this guy PATRICK {Personal content removed} had the worst service!  He reprocessed my order with my new card.  I asked him what kind of shipping do I get because I called earlier and the supervisor promised me a Next Day shipping.  He told me that he does not have access to my order.  Are you kidding me?  My order is in front of you, you just process my order.  So you can charge me $1000 and I don't even know what did I get charged for because "you dont have access to my order"?  I asked him to itemize everything in my order, he was able to tell me phone, rate plan, data service, and tax.  When I asked him for shipping, he said he doesn't know.  Next day shipping is $15 extra and how could that not be shown?  I told him to transfer me to his supervisor and his supervisor is not available at the moment.  He would have the resolution team department call me back within an hour.  Ok fine~ an hour had passed and I still didn't receive any phone call.  When i asked for his name, he told me Patrick something and shouted if I want his ATT ID as well.  Of coz!  So that I complant you!!  

I called them back and asked for the status of the order.  It is shipped and the representative said it will be delivered by tomorrow.  I thought my problem is solved.  but NO!!  

I called again couple hours later, this representative gave me a tracking number and it shows it will be delivered on Thursday!!  That is not next day shipping, that is a 2nd day shipping.  

My conclusion is AT&T customer sevices sucks big time.  I got different answers every single time.  I had to go through 7 steps just to place an order and be given with a tracking number.  Anyone here has gone through 7 step just to place an order?  if do, please share!  

AT&T hires incompent people in India to try to help people in the US.  I am not racist but company seriously needs to stop hiring people in India and routes our calls to them because 10/10 they don't know what they are doing!

[BrettinAR]

My advice is to RUN....they clearly dont care about their customers. They have crapped on me for months now and I am a long time customer. My contract is up in July and I am gone and will never return. AT&T is a sinking ship as their longtime loyal customers leave by the droves. My only regret is that I did not leave sooner. Take care and I wish U the best in whatever U decide.

[Tandy1]

I cannot agree more that AT&T has by far the worst customer service of any company I have ever dealt with.  I was on the phone for over 4 hours just trying to set up a data plan for an iPad.  I am so angry and so appalled by the lack of customer service a company this large offered that I will not go into minute details of all the ridiculous issues that occurred during this marathon of inept customer service personnel, and I assure you I use the term "customer service" loosely here.  I really thought I was caught in some kind of ridiculous movie or TV plot.  Each person I spoke with needed to get a little more help from the next person so I was transferred over and over and over again.  No one was able to help me with what I would assume to be a fairly simple business transaction.  If my company treated customers the way AT&T treated me we would be completely out of business.  The whole ordeal was surreal.  To top it off, as I was put on hold for one of the 10-15 minute marathon "hold on and someone else will help you" times, I called AT&T customer service on another line and was told that a supervisor would call me back within 24 hours.  I don't think I have to tell you how that worked out.  And I also asked two of the individuals I spoke with on the nightmare call to give me a number to voice my complaint to and they had absolutely no idea how to find a number or how to give me any other contact information for that purpose.  A company that does not allow dissatisfied customers to voice their complaints is a company in trouble and completely out of touch with the real world.  I can see why everyone I've talked to about this issue tells me how rotten AT&T is to try to do business with.  To end this I should say that after 4+ hours on the phone I was able to accomplish getting set up for the data plan so I am now officially an AT&T customer myself.  The only reason I am an AT&T customer is that my newly acquired iPad must have AT&T as its provider.  To say that in other words..... I am being held hostage by AT&T.  Now I'm told by everyone I've spoken with that if I thought trying to get all of this set up was frustrating to just wait.  Apparently AT&T billing issues are by far the biggest nightmare they have going.  I am told to watch my bill with unlimited scrutiny because they are notorious for screwing it up, overcharging, and anything else they can get away with but they are also just as notorious for not working to resolve those problems either.  For a company that used to have such a good reputation it is a shame that it is now a joke in the marketplace.  And.... still waiting on that supervisor to call.  Should be anytime now........