Lack of Anything...

[Lance1176]

Recently went in to your store at 1169 N BURLESON BLVD SUITE 117, in Burleson Texas.  I am having difficulty using my cell service at my house and went in again to see what could be done.  I had spoken to a customer service rep on the online chat, and was told that in order for me to get a micro cell, would have to go into my local store. So I did. In not so many words, after explaining my problems to the man, he did his little checking on the computer, and then came back with a response of, Well sir, I just can not give you a 200.00 piece of equipment. Now I find it interesting that I am having to pay for a device so I can use my phone when all their little maps say that I just have good service. But I don't.  Can not even text message while at my house which by the way is within 2 miles of the local tower. Now the other night, we had some pretty serious storms and my fiance had a tornado touch down with in about a mile or two from her house and could not even get the service to call her to make sure she was okay. That was my last problem I would have.  After an hour and a half with Linda on the phone customer care line, I got my micro cell. Now I am still having to pay 40.00 for the thing, which I do not agree with, but am doing it since it would more money to start over with another provider. If ATT truly gave a care about there customers, and they have a product which boosts service, that to me is basically saying well we understand that even in our so called coverage area we have problems, so they took the time to come out with a device to correct it. Is it truly fair to charge up to 200.00 for it. I know a person that got the thing for free, and yet I am having to pay for it, just to use their service. Nice to know big companies care, well about their bottom line and screwing there subscribers.  Just want to say, the Burleson location ATT store is a joke, and thank you to Linda at the customer care line for the assistance that she provided. Still think I got screwed in to having to pay for a device to allow me to use my phone at the house. Am sure this will be ignored by the ATT customer service reps and such, but wanted to voice my concerns. If I would have know this service was going to go from useable to not in under a two years, I would have in no way left Sprint. At least there I got to use my phone, and well I already knew they have no customer service. Just thought ATT would be different, guess that's what I get for thinking.

Unhappily paying for product to make my service work,

Lance in Burleson Texas.

[JFizDaWiz]

Unfortuantely that's just the way it is. I had excellent cell service ith Sprint until I moved into an apartmant. I drop calls, miss calls, can't make calls all the time in there. It's the construction of the house and cell service is not guaranteed within buildings. 

AT&T, Sprint and T-Mobile all have horrible service in my apartment. My choices were cancel or use the Femtocell. Once I have enough money I'll be buying the femtocell. Lucky you though, AT&T's Microcell doesn't have a monthly pricetag attached to it, I'll have to pay $5/month plus the cost of the device. 

[RSaldivar]

I agree poor customer service.  I had a bad a experience myself.

[JFizDaWiz]

just because you didn't get what you wanted for free doesn't mean poor customer service. not everything is free. why don't you just get a landline phone from MagicJack for $20 a year?

[insanesugarpain]

You are very fortunate to have had part of the cost of the microcell waived. Due to the policy, under no circumstances is customer care to adjust or offer to waive anything off the cost of a microcell. It's shows preferential treatment, which is unfair and not good business practice. It is highly likely the rep that assisted you will be coached on her decision. It was kind of her, but it was also a risky choice she made.

[ghostryder ACE - Wizard]

I have a 2006 Nissan that needs a new oil pump that I'm going to have to pay an Estimated $1800.

I feel that I should not have to pay for something that was inferiorly made. You would think that a manufacturer as large as Nissan would make an oil pump that would last more that 5 years.   Nissan_Shift the way you move...yeah, right. They have no feelings for the customer, only for their wallets.

[RSaldivar]

Whether customers get service/equipement for free has nothing to do with the fact that AT&T has POOR customer service.  It is a fact that AT&T ranks low on customer service surveys.

[JFizDaWiz]

it is my opinion they ranked last because of iPhone users and their dropped calls because of....wait for it.... THE iPhone

[ghostryder ACE - Wizard]

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JFizDaWiz wrote:
it is my opinion they ranked last because of iPhone users and their dropped calls because of....wait for it.... THE iPhone

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[RSaldivar]

Actually my bad experience had nothing to do with the iPhone.  My husband I both have iPhones and to this day they have not been an issue.  My horrible experience with POOR customer service reps had to do with my childs phone which is not an iPhone. 

[jdnorrod]

Why should he get a landline?  He's already paying for a cell phone.  I had the Micro-cell offered to me for free because I have so many reception issues in my house but I refuse to take it.  If AtT pays my internet, I'll get the micro-cell.  Otherwise, I'm not paying two bills  for one device.

[monzo1969]

I've carried 5 lines for almost two years and every one of them drop calls and there is no iphone in the bunch.  Customer service is horrible no matter what phone you have.

[monzo1969]

The rudeness of the posts the AT&T employee exhibits on here is a perfect example.

[RSaldivar]

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monzo1969 wrote:

The rudeness of the posts the AT&T employee exhibits on here is a perfect example.

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LOL it must be the iPhone you are using to post.  It can't possibly the reps.  LOL

[JFizDaWiz]

sometimes the things I say on here may sound rude. but this is me talking, just a peer not the at&t employee. if you ever talked to me in tech support you'd realize when I'm at work I'm 100% professional.

I just don't like how people don't take ownership of a problem.

if 1 phone on the account doesn't work, it's very unlikely to be the network

if you iPhone drops calls in a BIG city, sorry, that's just how it is. there are too many people there and we can't    . just add towers and backhaul. FCC approval as well as construction contracts with cities to place them there. 

if you can't make calls in your house, it's the construction of the house causing the issue

if there was an overage, you over used your device.

granted at times yes it's the network. it happens. cell phones are magical they can't always just work. 

but there is only so much a rep can do for you. if the tower is down I CAN'T FIX IT. you have to wait. it needs to be repaired. that costs money.

if your phone doesn't work/lost/stolen, use warranty/insurance/upgrade. if none are available you need to buy a new phone. I can't just give you one.

plus, for the most part, if the rep says no, it's at&t's policy. not the rep. if the rep had full control over everything you best believe you'd get everything even the kitchen sink as it's not our money. we have to do our job just like you have to follow the rules at yours.

[ghostryder ACE - Wizard]

Here, here. Well said. Thank you.

[RSaldivar]

LOL that's funny.  {Please keep it courteous}  You represent AT&T during work and off work.  You are expected to maintain a professional behavior.  I know the company that I work does expect professional behavior at all times.  We have an image to uphold.  I can see AT&T doesn't care.

[Virtual]

Because again, this is a peer-to-peer forum, they're not required to behave the same way they do it when they're taking calls. But you can see that he still posts here in a polite way and tries to resolve all your questions. There will always be answers you won't like but that doesn't mean that he's being rude at you or the others, it's simply the way it is.

Seriously, you can't expect every AT&T employee that posts here to apologize for every problem you have. They try to help as much as they can but there will always be some responses you won't like, doesn't matter if they're true or not.

[ghostryder ACE - Wizard]

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Virtual wrote:

Because again, this is a peer-to-peer forum, they're not required to behave the same way they do it when they're taking calls. But you can see that he still posts here in a polite way and tries to resolve all your questions. There will always be answers you won't like but that doesn't mean that he's being rude at you or the others, it's simply the way it is.

Seriously, you can't expect every AT&T employee that posts here to apologize for every problem you have. They try to help as much as they can but there will always be some responses you won't like, doesn't matter if they're true or not.

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Again, Here, here. Well said. Thank you.

And welcome back. 

[RSaldivar]

My company has a peer to peer forum too.  Although we are not on the clock or by making the statement that I'm not posting as an employee and that my views don't represent my company  we would never be allowed to talk to customers the way to you AT&T employees on this forum talk.  You are still associated with AT&T and if you don't want anyone to know then remove of the disclaimer from your posts. 

It has nothing do with not getting the answers I want to hear.  Frankly I resolved my issued.  I returned the phone to AT&T cancelled the service and now I'm paying the difference on my family's T-Mobile account since T-Mobile offered feature that I was looking for.  I know that T-Mobile is being bought out by AT&T but by then I won't need T-Mobile's service either.    AT&T can't produce.... Behind on technology and really needs to rethink it's motto because it's not the network of "Rethink Possible".

[spd2demun ACE - Master]

Employees are REQUIRED to have that blurb in their siggy...not their doing and sure they don't like it.

However, it plainly states that their opinions are their OWN on this forum, and not those of ATT's. 

If anyone is deemed too rude (ID'd employee or not), no worries as the Mods will tend to that.

[pamelaz]

Hello everyone, let's remember to stay on topic and always keep it courteous. Thank you.

[RSaldivar]

Looks like plenty of people on this forum feel like employees are rude. [Per Guidelines:  Keep it Relevant and Appropriate]. Oh and again survey's don't lie.

[Wild Banchi ACE - Professor]

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RSaldivar wrote:

Looks like plenty of people on this forum feel like employees are rude. [Per Guidelines:  Keep it Relevant and Appropriate]. Oh and again survey's don't lie.

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I would have to disagree. I have only seen one or two people (including yourself) complain about Forum employees being "rude" and such. If that's the way they want to me, then let them. It's as simple as not replying to the responses you may find rude - posted by an employee or just a regular user like yourself and I. Some people choose to be that way, and if they want to, that's fine, as well as I'm concerned.

The moderators on this Forum do step in to take action, whether editing certain parts of a post or deleting a user's post altogether. You must understand that the mods here have a very difficult job, from keeping this Forum orderly to editing foul content that I see in everyday posts. They sure do have their work cut out for them.

[pamelaz]

I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed.