Customer Retention Phone number

[dok0619]

Does anyone know the direct phone number for Customer retention? I have tried going through customer service only to be put on hold for 20-30 minutes with the csr coming back every few minutes to tell me she still cannot get hold of anyone yet and to continue holding. Its almost beginning to feel like they are trying to make me give up by putting me on permanent hold...when I asked her for the phone number to customer retention she told me she didnt know what it was...??!   OK....  cmon this is ridiculous... they know I'm thinking of discontinuing my service because all my phones contracts are up for renewal.  I tried to go to the store for help and info and they wont even help me because I'm a premiere customer and I would need to contact ATT's premiere group instead of going to a brick and mortar location?   This is so frustrating... customer service is why I left ATT years ago and eventually found Cingular. Now that ATT has taken over Cingular customer service has gone right down the tubes again....

[Puckster22]

There is no direct number for the retention department. I've asked customer service before for the direct number and also got the same answer is that they don't know. They said the only way to reach that department is that they dial an internal speed dial number to get a hold of this department. so i think you're out of luck and will have to go through customer service and be put on hold to get to that department.

[dok0619]

---

Puckster22 wrote:
There is no direct number for the retention department. I've asked customer service before for the direct number and also got the same answer is that they don't know. They said the only way to reach that department is that they dial an internal speed dial number to get a hold of this department. so i think you're out of luck and will have to go through customer service and be put on hold to get to that department.

---

No, there is a direct number..I saw it online a few months ago in a different message board when people were complaining about their Iphones... its ridiculous that I have called several times and each time they put me on hold for20-30 minutes and can never give me an estimate of when I can talk to someone...

[Vitamins4022]

I know! Its a joke! None of the customer service employees know what they are doing. {keep it courteous} 

Message Edited by mod.moose on 01-27-2009 05:54:23 PM

[Puckster22]

I'm sure there is a direct number to this department. i meant to say there is no available number. ATT wants calls to first go through customer care and if they are unable to provide a resolution then they transfer this to customer relations. They don't even provide the direct number to customer service to prevent this number being available to the public. this is also the same with att's technical service. no available number.

[Squanda.9]

I have worked in many call centers and I know that there are some departments that don't actually have a direct phone number. Call centers tend to use speed dials and if they are telling you there isn't a direct number it's because there actually isn't one.

[Jgibson7]

---

Vitamins4022 wrote:
I know! Its a joke! None of the customer service employees know what they are doing. {keep it courteous} 

---

Most would take offense to this, {keep it courteous} .  Also, not Correct.

Message Edited by mod.moose on 01-27-2009 05:55:22 PM

[DWC1 ACE - Master]

What exactly do you want that normal customer service can't give you? 

[PhoneScoop]

AT&T's "retention department" has no direct number because it is just another name for customer service. Their retention is a group of reps who specialize only in cancellations & handle nothing else. All other questions besides cancelling service are handled by general cust service. Same w/ their tech support dept because people would just call tech support for issuesthat customer service can resolve so to prevent these certain department from being swamped by unecessary calls they take you directly to customer service & then you are transferred if the issue needs them to resolve it!!!

[danettesuzette]

Many customers want the direct number to customer retention because they "pretend" to cancel to get a better plan, or a new phone ect ect. (doesn't always happen. It's based on customer history, payment history, and amount of tenure)

This is the reason why there is no direct number issued out because reps will most likely leak the number out.

The only way to contact these departments is internally through a speed dial number and it is only transferred up in certain scenarios.

So to answer the question... No. There is no direct number. It's no where on these forums, online, or even available from the customer service reps.

And yes, the hold time sucks. But that's not the reps fault who transferred you.

Message Edited by mod.moose on 01-28-2009 10:58:29 PM

[Smurfette27]

That is very true. I've known people on the sprint network. they contacted sprint quite often to discuss their complaints with the customer retention department. It's amazing the deals and new phones they got. No wonder att doesnt have a direct number.

---

danettesuzette wrote:

Many customers want the direct number to customer retention because they "pretend" to cancel to get a better plan, or a new phone ect ect. (doesn't always happen. It's based on customer history, payment history, and amount of tenure)

This is the reason why there is no direct number issued out because reps will most likely leak the number out.

The only way to contact these departments is internally through a speed dial number and it is only transferred up in certain scenarios.

So to answer the question... No. There is no direct number. It's no where on these forums, online, or even available from the customer service reps.

And yes, the hold time sucks. But that's not the reps fault who transferred you.

Message Edited by mod.moose on 01-28-2009 10:58:29 PM

---

[WirelessForeman]

Thank you all for your questions, comments and suggestions related to this inquiry. As some of the members have stated, there is no direct number for the retention department. The only way that you will be able to actually speak to someone in that department would be to go through customer service and then have them transfer you to them. Once again, thank you all for your participation in this thread; however this topic has been thoroughly discussed and will now be closed. Feel free to open a new thread should further assistance be needed. Thank you.