For the past couple of years, we’ve had AT&T for high-speed Internet and phone. A week ago, Mr. Sandwich called to transfer our account to the new house. They said we’d have phone service on Tuesday and Internet on Thursday. Well, the phone works, but it’s after 9 p.m. on Friday and I’m typing this in a Starbucks. Because we don’t have DSL.
After trying to figure out what might be wrong, Mr. Sandwich called AT&T just before noon today. They gave him a case number and said they’d do some diagnostic things and would call back by 1:30.
At 3, I called them. In fact, I called them three times, talking to six different people in exchanges lasting over an hour in total. Most of that was spent on hold. What became clear was this: Sales has the order as completed yesterday. The DSL Maintenance group couldn’t find any record of DSL in our account. And DSL Provisioning…well, I don’t know what they think. When Mr. Sandwich got back from the apartment walkthrough, I had just reached the point of throwing the phone across the couch, because they told me that they couldn’t do anything about it before Monday.
Their error, we’re paying for it, and the best they can do is Monday.
Mr. Sandwich then called and spent 24 minutes on the phone before being disconnected. Then he spent another 1:10 on the phone. Then we realized the phone was losing its charge and had to put it on the cradle while we waited for a call back.
This time, someone actually did call back, for another 15-20 minute phone call.
And after all of this, maybe something will happen on Monday.
Up until today, we’d had good experiences with them. But this is the worst example of customer service I’ve ever encountered. I am ready to go to war. Because I hate AT&T.
You folks are just dealing with access issues. Try working for the company. I just started 3 weeks ago and still havent received payment for my employment. Some how the check is lost. I have made numerous calls spending over an hour with our so called hronestop folks. I get nothing but the run around and was told they cant do anything for 5 business days. I sent an email to the hr folks and the reply was I should receive and email within two business days. It is almost impossible to get a human on the line or online without wasting a considerable amount of your personal time. I knew I should have never taken the position. It is one big cluster of inept people that work with AT&T. There are so many services out there that provide better service. I would suggest looking elsewhere when it comes to telecomm services!
Sorry to hear that, disgruntledemployee! Hopefully you will get paid soon. And hopefully there will be more telecomm options available in our area, so that we can make a real choice.
you guys r trippin at&t doesnt suck 7 of my friend work in the managing buisness for a real long time get paid a lot and never had problems with there phones and neither has my friends that dont work for at&t so dont just say u hate it right on the spot its just one small plaw
Not sure how that negates my experience or that of the other poster, Tom, but thanks for sharing your opinion and I’m glad you shared it!
AT&Ts pricing just illustrates what crooks they are. All of their plans are BAD VALUE TO THE CONSUMER. When I called to express concern, the sales rep laughed at me and told me I was crazy if I thought what I thought. He even went so far as to say that not one person has called in with the same concern and I’m the first and only person who feels that way. I told him thank you, hung up, called the Better Business Bureau, reported AT&T and then cancelled my account. I couldn’t be happier being back at Verizon.
https://twitter.com/rants4ATnT
if you’re on twitter, hate them here. let’s hit them in as many places as possible.
My problem with AT&T is resolved, but I have found Twitter to be useful in other customer service issues. In fact, I’ve read quite a bit lately about how there are two tiers to customer service: one level for people who call, and another for people who use Twitter. Really, everyone ought to be getting the higher level of service.
I know the PAIN! At one point I thought it a great idea to “bundle” our services with ATT. That is when the nightmare began! Agreed, worst customer service ever and to top it off, NO ONE knows what anyone else is doing in that company. Argh!
They did fine with us as a new account–it was the move that seemed to throw them. Fortunately everything got worked out in the end.
Perhaps if I un-bundle I will find some peace with ATT! 🙂
I wish I could confidently predict anything with them! Best of luck.