Why is customer service at ATT so bad??

I agree AT&T is horrible. They have really gone down hill. That is why I left and I am still fighting to get my credit balance refunded.  I have sent a letter to the office of the president so I will see if I get my refund or if I have to take it further.

I emailed the CEO of att&t, Mr. Stephenson, about a equipment and, consequent, billing problem  after hitting a dead end with

our local customer service center. 

I was answered the next day by Orlanda Simmons.  The entire process and resolution of the problem was swift and professional.

It is two days since my original email and my problem is resolved.

I am part of the large baby boom population and we need simple assistance.  I feel that the feedback I received and gave to at&t

will assist others.

Thank you Mr. Stephenson, Ms Simmons, and the wonderful person that called my cell yesterday.

We too have talked to too-many-to-count representatives and have been cut-off and referred from one  to another.  Even the escalation team is deceptive and taking too long ro resolve AT&T's order and looking for ways out of repaying a load of fraudulent billing.  AT&T has knowingly continued to bill us for a cut line after Uverse was installed.  They stopped billing for a while after we had an AT&T store rep call to back us up on the cut line and to stop billing. AT&T technicians have been to our house several times and verified the double-ring/fax line was cut when we got we Uverse.  The billing stopped for a short time and then resumed and various discussions with various AT&T reps in several places led my husband to think he had to keep paying the fraudulent bill in order for AT&T to investigate and stop the billing...and to keep the working phone we do have (including 911 service).  The other fax, double ring number was cut and disappeared the day we got Uverse -- we even have an AT&T phone book from that year that shows the number no longer existed since December 2014 and we have only the one number we have been paying for on our Uverse-internet bill.  But AT&T kept sending the cut-line bill (for the double ring fax number that no longer literally existed -- see above) and told us to pay it. Various reps said to keep paying the bill. Investigations never happened, we never heard back, the bills kept coming, we kept paying, until we finally got to the president's office and the "escalation team."   Now one is saying that since he kept paying the bill, they can only refund part of the payments he has been making for a cut-off service that didn't exist.  As the rep said, "The service was cut but the billing wasn't."  Since they don't want to pay back so much money, they sometimes say he shouldn't have kept paying bills..but AT&T kept sending bills and their reps and phone recording says they will not talk about the cut line unless he keeps paying.  At various time, reps said that it would be resolved within 10 days, or 1 week, or...many promises, no one calls back, everyone says service was cut, the bills keep coming.  Then one says something like that while the ATT technician said the line was cut, the ATT store sales rep says the line was cut, the listing for that double-ring-fax number is literally not in the ATT phone book from that year that we still have, that the copperwire double-ring fax line was cut when we got digital Uverse, that we have been fraudulently billed and told to keep paying in order for this fraudulent billing to resolved and for our thousands of dollars to be credited, they now might not be able to pay back the full amount of money they have taken for so long since my husband kept paying the bill?  We'll go to the FCC, as far as possible.

I was hoping someone would contact me. Went to the Elk Grove, Ca store On Laguna and Stockton. The manager is rude 

will tell folks to  shut up and listen 

tell you he will call the cops press trust passing violations on you when you just want to understand why your bill so high.

what happen to customer service?

why is the police call on folks when they are  disputing their bill.

when did a retail manager tell  consumers to shut up listen when they are talking to them.

and over charge them

wow

Exact same here. I moved back in Sept last year. I had to take 4 days off work because they didn't show. I received text every morning saying they're on their way. Called in and talk with manager and guaranteed someone would be out and nothing for 4 days. I switched to Spectrum and those suckers are still wanting me to pay the cancellation fee and a month of NFL ticket that the manager gave me free after the first no show.

ATT support is getting horrible,  its nightmare to deal with their support, they don't want acknowledge their mistake, I have no words to describe what we have gone thru with ATT.  I am seriously looking to move to somewhere else now.

 I have had the most horrible experience with this one 800 number customer service that they Call it.  I have called at least seven times within the last three days trying to get information about getting a new phone whether my phone was being shipped to me they didn’t understand what I was saying half the time I couldn’t understand what they are saying at the time I am not prejudiced at all but please get some American help to answer the phone or English help or somewhere where they know what they’re talking about. Then I get a text mail or text message stating that they want to know where my trade-in phone is  I called the 800 number and they said they couldn’t find my account good God you need to change things AT&T

That sounds on par for AT&T.  I have spent hours on the phone fighting with them.  Took 3 weeks and 2 trips to get a land line put in.  I switched my mobile phone to Cspire, and now I am in customer service heaven.  They can solve anything in that little chat box in 5 minutes or less.  No calls, no switching people, no, "I'm not authorized to do that."  The person in the chat has access to whatever is needed to solve your problem.  I wish their fiber came out here, but I live in the country.

I'm not even sure where to start on this and what good it would do anyone.  But here goes.  I moved into a new home and my only choice for internet was AT&T.  I work from home so my internet service is critical just like electricity or water.  AT&T installed my modem (turned up my internet) on November 6th 2018.  It did not work day one.  Today is December 13th, 2018.  It still does not work.  I have called AT&T almost every day.  I'm put through the automatic call center like everyone.  They ask me the same questions every time.  They sent out at least 5 service technicians.  Each time they tell me its fixed.  Back in mid November a line technician determined the outside line needed to be replaced.  Since mid November AT&T has given me the run around about when AT&T's contractor will bury a new cable.  After calling non stop I finally receive a text from AT&T that the new cable will be installed and buried by December 6th. December 6th arrives but AT&T (contractor) does not.  So I spend another couple of hours with different departments at AT&T where they run me through the scripted process (let us send a test signal to your equipment) and no resolution.  They then tell me there are going to send another technician to my home.  This goes on and on and I finally receive another text message that states the new cable will be installed by December 13th.  Well guess what, no one has come out to install / bury the new cable and no one has contacted me.  So I just spent another 90 minutes on the phone with AT&T and finally was told to contact AT&T's Bury Wire Department (yes this is real).  I'm told by this AT&T employee this is not our fault because we use a contractor.  

I left out so much detail because I'm already ranting and it wouldn't help anyone.  I don't know what the answer is.  My job is act risk, my performance is way down and no one at AT&T is really trying to understand the problem and fix the problem.  AT&T is trying to use technology (Voice Activation Contact Centers, Websites and mobile applications for SMS) to save costs but what they must know and therefore not care about is they have lost the human connection.  Technology does not understand, technology is not empathetic, technology does not understand how to prioritize...  The other learning I have is AT&T has trained all customer care reps to act like machines.  Same script always, same metrics; how fast can we get someone off the call, how fast can we mark the ticket as resolved or closed.  I even had an Escalation Group for priority tickets state they would call me daily to see if my problem has been resolved.  After the 3rd day the Escalation Group Agent said I'm closing your ticket because from our side the problem has been resolved.

AT&T is my only option in my new home.  I had Charter Spectrum for over 20 years in my old home.  Very few issues and when there was an issue there customer service was all over it.  I'm completely at the mercy of AT&T unless I'm willing to put my new home up for sale and move.  Pretty sad this is how AT&T treats its customers.

RS

Customer service is unbelievably awful.  They can't answer simple questions. They directed me to go to my local store for help, so I did, BUT the store directed me to call  customer service (ridiculous) ...so I did. Can you believe that after all that,  I was "disconnected" when I was being transferred to a supervisor?!

My problem is AT&T internet. Specifically, not having it. My modem shows no service. I've searched AT&T sites for help numbers where i get automated 'help" that steps through the obvious reset or else asks about every problem but not having service. I called several numbers that all go to the same sequence 'what's your service # - what's the problem - i can help - wait while i test the line - i will connect you to support - beep beep' and it hangs up. Not an isolated event it happened twice pin each of several 'support ' numbers. Except the one that stepped me through lots of options to reach the 'support' option only to report 'this line is for new service only - goodbye ' I hate to put all my connectivity into the cable line but this happens every once in a while on top of slow internet. It feels like time to drop AT&T completely

I don't know why, but I have experienced the same, and have been a business customer for more than 20 years.  I wanted to try their AT&T TV service and signed up (2 hours in the store).  The product is fine, but when I got the bill instead of $65/month my first bill (delivered within 24 hours) was $87!  I emailed the sales rep and she had all kinds of baloney excuses.  Needless to say, I am returning the product within the allowed two week time. I think this company basically has no moral compass.

I dunno, but I can sure relate.