Contributor
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1 Message
I wanted to let AT&T know what my horrific experience has been, I posted this on Facebook to share
just wanted to let everyone I know about an absolutely horrific experience we have had with AT&T. We had bundled with them with Direct TV which didn't go well and after the year I called and spoke to someone who did not understand English. I explained we wanted to switch the Direct TV out for regular cable. After a long and painful conversation I was told they take care of everything because Direct TV is now owned by AT&T. Nothing I was told was correct when they came out to install. I have been on the phone or on hold with AT&T over an hour just to find out what my total bill would be and how to ship back the Direct TV equipment. I was then told my bill would be $45 higher than what I was told by Miss "No Problem" on Thursday. I then told the billing person that I wanted to speak to a supervisor. She gave me the direct line of Chris, when I called it, I went back to the general customer service line. After being on hold for twenty minutes the first two times I called, I gave up. I will be calling back to cancel everything with them in a few days when my blood pressure goes back down. In the meantime, PLEASE share my experience with your friends.
ham3843
Scholar
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189 Messages
9 years ago
@dolly2
Yes, AT&T has a SERIOUS customer service problem, and they are NOT doing ANYTHING to properly address the problem and solve it so that customers get the good service they deserve..
usually these reps can never solve the problem, they can't get orders right, and I have had reps tell me that management will NOT let them have the ability they need to actually address and solve issues especially in a permenant and effective way with ONE rep...when they do attempt to solve issues they usually ADD to your problem...as far as billing reps go, totally ineffective and unable to help most of the time.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
@dolly2, I'd suggest that rather than calling (or chatting, which is equally worthless), please click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Name, Billing Account Numbers (U-verse and DirecTV if applicable), and the best time and way to reach you.
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User3623691
Contributor
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2 Messages
9 years ago
I feel your pain, sister. My experience w ATT customer service (and products) would make airline customer service look like elite service. The lunacy of the maddening automated phone menu (which would make Ghandi himself drop the F-bomb) and the shockingly poor language and conversation skills of the representatives are unmistakable proof that they could care less about the customer. They hire he cheapest labor they possibly can and it isnt going to change. Why? Because they know you have no choice -- in most markets, you're lucky if there's one othher provider that services your zip code and the fact is that theyre just as sh*tty as ATT (and for the same reason).
So, welcome to the new USSR, folks, where you always have a choice: this service or no service.
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User3623691
Contributor
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2 Messages
9 years ago
Yeah, good luck with the private message strategy. I tried that one and im still waiting for a reply (my wife and i have a bet - she believes i will receive a reply before i qualify for Medicare; i've taken the contrary position).
p.s. Im 50 and counting...
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
And how long have you been waiting for @ATTU-verseCare to reply?
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