Contributor
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2 Messages
The AT&T customer service merry-go-round
Has anyone else had any trouble with the automated system? I have been on a merry-go-round since two days ago when I ordered a landline for my home. I already have my cell service through AT&T, as well as my husband has his business phone/Uverse through AT&T. In a nutshell, I ordered to have a landline installed in my home on Tuesday, 8/19. The person who took my order (Jessa) gave me the plan (which I chose), today's date from 8a-8p for the install, and the amount of my first bill. I didn't realize until I got off of the phone that she didn't give me my new phone number or a confirmation/order number. I attempted to call right back (within 5 minutes of getting off the phone with her). I was passed from person to person to person to person to the tune of about 2-1/2 hours on the phone with nobody who could help me. I tried again yesterday for about 1-1/2 hours and still no resolution. I tried again this morning to make sure I wasn't sitting here waiting for 12 hours with no person coming and was on the phone with this nice man who I thought could help me. He was going to do the calling for me while I was on hold to resolve the issue. Guess what? It took him so long that the system kicked me to another person who AGAIN (!!!!!!!!!!!!) couldn't help me. She transferred me to someone else and I finally had to hang up and get back to work. This has cost me several hours of work this week and it is so darned frustrating. I have a feeling this Jessa dropped the ball and didn't place the order, but I'll know by 8p tonight if nobody comes. I kept track of everyone I spoke to on the first day (10 people). I stopped keeping track on the second day, but I've surpassed 20 people that I've spoken to in three days and not a single person could resolve my issue. I even asked to speak to a manager on the second day. The girl transferred my call to a manager who could help me, she stayed on the line to make sure he picked up, and then she hung up. The manager assured me he could help me until he found out I was in Oklahoma. He said, oh, uh... ARE YOU KIDDING ME? Even a manager can't help me?? We've been with AT&T a long time, and I've never had this HORRIBLE customer service. Has anyone else experienced this complete inability to get help?
Jeffster
ACE - Professor
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411 Messages
11 years ago
You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.
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dawnamis
Contributor
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2 Messages
11 years ago
I do not have Uverse internet as it is not available to us. I ordered a plain old home landline (not Uverse). The plain old home landline was not available when I chose a forum, so I had to choose the Uverse forum as it is closest to landline. My biggest issue is that Jessa, the AT&T employee who took my order, did not give me a confirmation number, an order number, or my new phone number. So nobody can help without those things. I hope this makes sense. If this Jessa had done her job, it would have saved me all of this time. It is 10:18 a.m. and no technician yet to do my install. Waiting patiently . . .
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maxjitters
Contributor
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3 Messages
11 years ago
YES!!! We know exactly what you mean!! What happened to this company?? We have been without phone and internet (U-Verse) for over a week now. We called to schedule a repair. Not only did we have to wait 4 days, but they were supposed to be here between noon and 4 pm. No one came, they didn't even call or text. We then spent another hour on the phone with them trying to find out what happened, and get it rescheduled. We were told that we were put on a priority list for Friday - we had to be here from 8am to 5pm. We had an appointment in the afternoon, so we actually paid someone to stay here for the repairman!!! Again - no one showed up and no text,call, nothing. We spent another hour on the phone with them last night. They were supposed to be here today, Saturday. We waited here all day again and no one showed up again and no communication. What is happening to this company that it values it's customers and their lives so little. We can't just stay at home for days and days waiting for them to get here at their convenience. At this point, we can't get it fixed I guess. I am done. AT & T has made it obvious that they don't value or want our business!!!
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