the worst customer service in the history of mankind [ Edited ]

[markmaines]

I tried to obtain an address to send this letter, but every AT&T representative I talked to gave me a different address.  One tried to tell me that the address where I send my bill is the cooperate office.  Yet another LIE told by yet another AT&T employee.  This company has a culture of liars.  I have sent this to the addresses that I could obtain, and I am posting it here too.  I will continue to post this everywhere I can until the issue is resolved to my satisfaction.

To Whom It May Concern,

            My name is Mark M.  I have been a customer of AT&T wireless for about 18 months now.  In that short time frame I have had more issues with your departments, than in the 13 years with my previous wireless provider.  There are many issues that have led up to my writing of this letter, but one in particular that I think you should be aware of.  See, I have been lied to by many of your employees, many times, about a whole number of things.  This particular incident rises above all those to a level of disservice that is unmatched anywhere in the world.

            I won’t bore you with all of the details that led to head of this incident, and I will try to be brief.  I called to get some help with a replacement phone.  I had purchased a phone upon initial signup, and also enrolled in the insurance program.  My camera went out, and I submitted a claim to the insurance.  I paid my deductible ($125.00) and received a replacement phone.  This phone was in worse shape than the one I sent back.  So, I called to see what could be done about getting another.

            I called the 611 number from my phone, and was instructed to go to a store, and that the phone would be under warranty, and the store would swap it out for me.  After a very long wait in the store, I was told they could do nothing for me, and I had to call the 611 number again. (2 hours wasted)

            I called again, and got your representative M[omitted] C[omitted] (employee # RC[omitted]).  When I had explained to him the situation, he asked me for some basic information about my phone, most of which, seemed to have not been updated to my replacement device.  He stated that he was unable to transfer me to the warranty department, because I was talking on the phone that was having problems.  I stated to him, I would be happy to let them tell me that, and would he transfer me now. He refused, and stated, and I quote “I am not going to waste my time transferring a call that they won’t take!”  I then demanded to be transferred to that department, and again he refused.  He stated, and I again quote him verbatim “I am not going to transfer you just because you say so”.  I decided at this point there was only one option, and that Matthew would have a big decision to make.  I said “Either transfer me to the department that can resolve my issue, or transfer me to the department that can cancel my entire account”.

M[omitted] chose to transfer me to the account cancellations department.

            The lady that I spoke with over there got me to the correct department in no time.  There was no issue getting this phone replaced, and it did not matter that I was speaking to them on the defective device.

This is just one in a long, long list of problems that I have had with AT&T customer service.  I would be happy to speak with you about them all in detail if you like.  Suffice it to say, as soon as I can, I will be switching my provider to another company that may just care about resolving issues rather than getting rid of their customers.

Very disappointed,

[personal ID omitted}

[edited for privacy]