AT&T Wireless Has Horrible Customer Service

I placed an order on 6/17 for two new lines of service with ATT. Shortly after submitting my order, via ATT "Premier", I received an e-mail stating that my order had been received and that it would ship within 7-10 days. They also provided me with a handy URL to check the status of my order.

When I went to check the status of my order the next day, an icon was displayed that simply said "Attention!" There was no detail as to what kind of attention was required, so I called ATT Premier to inquire. After holding for over 60 minutes -- literally -- an agent advised me that there was no problem on the order, and that the Web site simply had not updated yet. Ok, fine, I thought. He told me to check the Web site again the next day, and that it would be fine.

Fast forward two days: I receive an e-mail from ATT stating that there was a problem with my order, and that I needed to call in to provide additional information. I called ATT, and waited for 72 minutes before getting a representative. This rep told me that there was a problem verifying my ported phone number from Verizon. He said he did not know what information didn't match Verizon's records, but that he would call a porting specialist who would find out what additional information was needed. I waited ten minutes, and the rep returned on the line to tell me that everything was fine and that he had verified the information with Verizon. I was perplexed because I did not need to provide or correct any of my information -- he did not know why there had been a problem, and apologized. He said my order would ship within 24-48 hours.

Fast forward to the next week: I check my order status online, and it again says "Attention!" with no detail. So, I call the "Premier" support number, wait for 72 minutes, and speak to a representative. The rep tells me that they needed to do a credit check on my order, and that once that was done my order would be shipped. Hold for 11 minutes. Rep returns, tells me everything was fine, no deposit was required, and that my order would ship in 24-48 hours.

Today, I check the status on the "Premier" Web site. Again, "Attention!" I call, and this time get a response in 45 minutes! Wow, that's a record! Anyhow, the agent tells me that there is no problem with my order, but that it is "in fact, being processed manually". I have no idea what that means, and frankly don't care. I ask him when I can expect my order to ship... and he tells me... wait for it... 24-48 hours. I expressed my frustration that as a new ATT customer this reflects extremely poorly upon their company. I asked him if I should expect to have the same treatment when, and if, my order is ever fulfilled. Will I have to wait 60 minutes to speak to an agent every time? He stated that the current iPhone volume was causing the delay and I have to say that this is no excuse. If you don't have the staff to support the demand for a product, then you don't carry the product -- period. Furthermore, call centers outsource their calls for this express purpose -- they can bring up a thousand agents at minimal notice, without having to hire them on full-time. It seems every national company gets this -- except for ATT.

I am considering cancelling my order with ATT tomorrow if there is no change in the order status. Their support has been abysmal. Their agents are not trained well, and their IT infrastructure is apparently disconnected and poorly implemented.

Someone remind me why I am leaving Verizon? I've never had a problem with their service. On the rare occasion that I have had to call them, my call was answered almost immediately by a real, live person.

Perhaps ATT has a call center forecaster who fat-fingered staffing calculations for 85% of the calls to be answered in 50 minutes or more, instead of the industry standard of 85% answered in 30 seconds or less.

If this is ATT's "Premier" support, I am loathe to discover what its standard support is like.

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AT&T supposed to come to my home on 11/22/10 to set up service. NO show, no call. Showed up the next day & left a note on the door for me to call & reschedule. I called the 800 and was transfered 4 times, & put on hold each time. Not 1 rep. was able to reschedule me. Now it's 12/2/10 & they say the appt is from 8am to 8pm. REALLY??? are people supposed to sit and wait on them 12 hours??? are they on drugs??:/

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I am writing this email to illustrate the events that have taken place with AT&T since November of 2009.

In November of 2009 I decided to change my internet service provider to AT&T for a few reasons. 1) AT&T cost less then my previous provider, 2) I could take advantage of the �Bundle Pack� which would bundle the two costs of my internet service and cell phone service and I would receive a 10% discount on the bill. 3) It would be much easier for me to manage one account rather two separate accounts with AT&T and had set up the �Automatic Bill Pay�. IE: The payments were to automatically be withdrawn from my bank account on a monthly basis. Hence, no worries / or headaches.

In early December I was contacted by an AT&T customer representative. She stated to me that my bill hasn�t been paid and I could be charged a late fee if I don�t pay immediately. I explained to her that that�s impossible since I am signed up for the �Automatic Bill Pay�. Why would the money not be taken out of my checking account? She stated in return that I wasn�t signed up for the �Automatic Bill Pay� but she could sign me up right now. In return I gave her my debit card account number which was to be used for now on. Secondly, I asked her if everything was taken care of because I do not want to have to have another phone call from AT&T saying my bill hasn�t been paid. Problem solved�.

February comes and while at work my cell phone is shut off. Why the heck would my cell phone be turned off??? I�ve taken care of the �Automatic Bill Pay�, have the �Bundle Pack�, and have spoken to the individual in customer service in December who set up my automatic withdraw. A short walk later I am at the AT&T store located at the K Street mall In Sacramento, CA. One of the individuals who worked at the store did some research. It turns out that I hadn�t been given the �Bundle Pack�. It turns out that if I did get the �Bundle Pack� I would forfeit the 15% discount that I currently have and only receive a 10% discount. This was completely understandable but EXTREMELY frustrating because it was never communicated to me until that day. NEVER!

For this reason, my cell phone hadn�t been paid for 3-4 months. The individual who set up my �Automatic Bill Pay� set it up for my Internet account. Not the �Bundle Pack� as I understood. While speaking with one of the individuals at the K Street AT&T store he identified my problem. However, when on the phone with the customer service rep I was told �Sorry, but there is nothing we can do�. In fact numerous times I was told �Sorry, but there is nothing we can do. In order for you to get your phone turned on today you will have to pay at least $245 out of the $468 phone bill and then the additional $218�

Agreed, I definitely agree that when I have a bill I need to pay it. I understood that I owe AT&T money. However, for the customer service department not to take responsibility for the mistakes made by the individuals working for their company is absolutely ridiculous. IE: 1) Not setting up the �Bundle Pack� as agreed, 2) Not communicating to me why the �Bundle Pack� wasn�t established (15% discount vs.10% discount � which would have been understood), and 3) Not setting up the �Automatic Bill Pay� which was supposed to be established.

To add more fuel to the fire my internet was turned off on March 16th. After a lengthy conversation with the customer service rep at the 1-800-288-2020, It was established ONCE AGAIN that my bill hadn�t been paid and my internet was shut off for lack of payment. Lets refer to the conversation that took place with an AT&T representative in December:

�In early December I was contacted by an AT&T customer representative. She stated to me that my bill hasn�t been paid and I could be charged a late fee if I don�t pay immediately. I explained to her that that�s impossible since I am signed up for the �Automatic Bill Pay�. Why would the money not be taken out of my checking account? She stated in return that I wasn�t signed up for the �Automatic Bill Pay� but she could sign me up right now. In return I gave her my debit card account number which was to be used for now on. Secondly, I asked her if everything was taken care of because I do not want to have to have another phone call from AT&T saying my bill hasn�t been paid. Problem solved�.�

Well apparently the problem hadn�t been solved ONCE AGAIN! I contacted AT&T at their 1-800-288-2020 number to establish what had happened. The following occurred:

1) The individual could not verify my account even though I supplied him with my name, my address, cell phone number, last 4 digits of my SS#, they even have my Drivers License on file. That information was not good enough to verify my account and �He could not help me� without the account number.

2) After asking to speak to his supervisor �Zack� he had no problem pulling up my account and informed me that my non-payment was for $35. I asked to pay for it, he informed me that I couldn�t pay for it through him I would have to go through a different department. I was subsequently transferred and while on hold my phone call was dropped. Which leads me to another complaint I will get to later. I tried to contact �Zack� again since this was the individual I was working with and the individual had no idea who �Zack� was and that the Customer Service department is huge and Zack may be within a different location which was extremely frustrating. (Try explaining this situation twenty five times to twenty five different individuals and not one of them has a history of my previous conversations or prior contacts).

3) After getting off of the phone with the customer service rep at 1-800-288-2020 the next day I made the / a payment of $35 (I�m not sure what it went to because apparently it still didn�t cover my existing balance), re-established my account to be hooked up with a scheduled date of 03/23/2010. Frustrating that I would have to wait, since as mentioned before �Automatic Bill Pay� was supposed to be established in both November and December and apparently it wasn�t. Next I get a phone call on the morning of 03/23/2010 from an AT&T customer service rep saying they would have to reschedule to have my internet service hooked up on 03/26/2010. I told her that that was not good enough, explained to her what had happened (IE: Everything above) and was once again told that �There is nothing I can do�.

This was the last straw. I was absolutely tired of having problems with AT&T, tired of hearing �I�m very sorry but there is nothing that I can do�.. Etc. At this point I went to the AT&T store and explain to them how extremely frustrated I was with the customer service that I was receiving and had received in the past. I worked with Vern Saephanh, Steve Ester, and another individual by the name of Stephon. Each one of them were very helpful and tried their hardest to resolve my problem. After spending approximately an hour with them I had to return to work. Vern said that he would continue to work on it and get back to me as soon as he could. Which he did and I was very grateful for that however, they too were having a difficult time pulling up my internet account. (I definitely believe them but I do not understand why since they too work for AT&T). A couple of hours later I receive a phone call from Stephon and he had explained that my outstanding balance for internet service was for $205 for three months of non-payment.

Once again, lets refer to the �Automatic Bill Pay� which was supposed to take place in both November and December. Not to mention that my bill is supposed to only be $35 a month and maybe some additional taxes. Now lets do the math� $35 x 3 = $105. If this is the case where is the additional $100 coming from? You got me???

I would like you to understand. I signed up for the AT&T internet service in November. There is a higher start up cost due to having to purchase the Modem of around one hundred and something dollars. It would be illogical for me to purchase the modem just to not pay my bill and have it turned off a few months later.

In conclusion, I want you to know how extremely frustrated I am with AT&T�s service. The time, effort, frustration, and the stress associate with the lack of communication, customer service, and hearing �I�m sorry, there is nothing I can do�, �I can�t verify your account�, �I can�t pull up your account� and lack of follow through with AT&T�s employees have made me completely upset. Can you tell� I wouldn�t spend the time and effort writing this email if I was not.

I would like this letter to be sent to the following:

� Sacramento�s District Leader / Regional Manager

� A 1-800-288-2020 Customer Service Representative Manager or higher (higher preferred). IE: Someone who is going to be able to answer questions with more than �I�m sorry, but there is nothing that I can do�

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I've had the worst experience as well, and it just keeps getting worse. I made the mistake of switching from a personal account to a business acct at the urging of a store manager. I STILL can't look at my bill online, and the Premier group takes days to fix issues and usually leaves something else screwed up. The irony is that each department is so isolated and information and communication is so lousy at this company, you end up speaking with several different areas before anything remotely happens. If I didn't own an iphone I'd be making the switch to Verizon. What's more AT&T seems to be in denial that they have some serious issues. I've had everything happen from them losing a new number for one of my employees which then got used for another account, online account took days to straighten out, and now I STILL can't look at my bill. Had to call and request a paper bill just to pay my bill since I no longer had online access. The kicker today was a premier person said she had to put in a ticket to give me online access to billing. WHAT?!?!? That isn't automatic or something you as admin control!?? It's crazy, and it seems to be getting worse. And here's a big warning: Depending on the caliber of sales person at an AT&T store, they tell you different info than what customer service says. For a communications company this is the worst customer service I've ever seen. I'm over 15 hours deep into time wasted. I did demand a credit, but at this point, I think they need to give me six months free. Good luck to me. C'mon Apple. Make a deal with Verizon and spare us some pain! iphones are the only reason many are sticking with AT&T, and I hate them!

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I completely under stand I have been with them for going on 9 years and I am waiting for Tmoblie to get some new smart phones to change to them... Att used to be good and the had great customer service but since the cingular merger it seems the had adopted the Cingular customer service plan.. Where you long time clients are not important they want that new business so they can trap them into a 2 yr contract... Just look at the phone offers I am a Premier client and a new client gets better phone prices the we do... I at this point am waiting for some of the new phones and as soon as I see one I like I am out... An the phone service has gotten so bad the past few months it takes 4 trys to get a call out...I can't wait to leave .....