Contributor
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2 Messages
AT&T (lack of) Customer Service
I have been an AT&T customer for a long time, but my recent experience with AT&T makes me want to look for other interenet and phone service providers. Last month my bill for Max Turbo internet plus home phone went from $82 to $142!! When I called to get an explanation, I was given the run around and the reason I was given was that AT&T had been miss-billing me for max turbo and that my real rate should have been $96 plus tax so they were retro billing me for the last 2 months of internet service plus the new rate.
Then I was called back by "Steve" (he had a heavy Indian accent so I doubt that was his real name) at AT&T to give me a new better option. He said he had the authority to give me a manager's special override price of $49/month plus tax, but I had to cancel my old account and create a new account. "Steve" assured me hat I could keep my old phone number and e-mails associated with the account.
This morning I woke up to no phone or internet as expected since the account was to be switched over today. The technician showed up at my house as expected, but had to siwtch to a new Uverse modem to set up the new account. Then to my surprise, I find out that I can not keep my old e-mails and I might not get my old phone number back for several days.
I have now been on tech support for an hour getting transferred from one tech support person to another and getting nowhere to get the issues resolved.
All of this mess could have been avoided - At significantly lower cost - if AT&T had just returned my bill to the old rate of $82.
AT&T really needs to find a better way to handle customers. So, if I add up all of the costs.
1) AT&T technician at my hous for over 3 hours @ $50/hr (my estimate) = $150
2) 1 hour of my time on a call @ $75/hr
3) 3 hours of my wife's time at home at an infinite cost
4) 12 months of new service @ $49 vs $82 = $396
Grand total cost to AT&T = $621.
This is absolutely ridiculous! Please AT&T find a better way to take care of your customers
GeorgiaATL
Contributor
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1 Message
9 years ago
June 30, 2016
AT&T Uverse have the most incompetent employees on planet earth. I called because I have been a dissatisfied customer for the past three years. AT&T tried to sale me Direct TV because of promotions. However, due to the location of my apartment, I wasn't able to get Direct TV. The technician informed me to call AT&T Uverse and let them know that I was unable to take advantage of Direct TV promotions and not to do anything with my existing Uverse account. I called, and after being transferred several times, I finally spoke with a girl, not youg lady, who hadn't a clue as to what she was talking about. She even yarn in my ear, then proceeds to cancel my Uverse account leaving me without Internet or TV for almost a week.
A week later, I finally got service back. I called to make sure my bill would be as quoted, $111.00 for a year instead of than the $158.00. And, guess what, I got Michael, another unusual character who tried to sale me Direct TV, after I told him I wasn't able to get Direct TV. He in turn transfers me to Brian in the Retention Center. Brian starts off with the, you reached the right department and I can help you. Then, two minutes into the conversation, he mentions Direct TV. Unbelievable, where in the heck do they get these people from to work there.
AT&T should be ashamed of itself. Their employees are not only lacking training and knowledge, they are simply ridiculous!
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ham3843
Scholar
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189 Messages
9 years ago
@GeorgiaATL
@franksnothappy
There are endless tales of poor and incompent service, with rude, obnoxious, and belligerent reps handling the customer calls. The last five years or so have become increasingly bad...I heard on another site that AT&T has hired an outside contractor to handle customer service phone and social media operations, obviously they are doing a horrible job and should be replaced with another contactor which will do a competent and satisfactory job..
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franksnothappy
Contributor
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2 Messages
9 years ago
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Williamqvd
Tutor
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2 Messages
9 years ago
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