Contributor
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1 Message
10.You have a very nasty customer service especially from U-Vase.
Randal Stevenson, President
[edited for privacy – please do not post personal information]
Unsatisfied Customer,
Mr. Stevenson I don’t have any respect for you because the way your employees are treating the ATT customers. I have been treated by your employees like nobody. You can just imagine the nasty words I want use to address you. Because of my standard I am not going to spell out those words which you are deserved.
- Your employees (they call themselves managers please respect that word) are calling my cell phone during the off days without any caller id and leave message on my answering system which was not even clear. I had to play at least 5 times to get the number from the voice mail. I called back, but no one answer the call. I had to leave a voice mail and requested that don’t call me without caller id. I will not answer if there is no caller id. Few days after I received again without caller Id from the same person. I returned the call, but result was the same “the office is closed please call during the working hours.” How disrespectful is this you calling us in nonworking days and you are not accepting the call back? I Called back on 3/28/2016 and I been told by Bridget that sometime ATT employees will call from home in that time caller id don’t come up. I don’t care where they are calling from. If you want my business please give me some respect. I was a customer of Southwestern Bell, then Cingular and ATT. It means you ATT want to overpower the customers in any way you can. I am creating a web page regarding this matter. I want to know how many people are going through the same difficulties. I have been offered a free hosting facilities as well.
- I am a customer of ATT since 1999 and we stayed with the ups and downs of ATT. People like you, may take ATT back to bank Crapsey again. I know you don’t care about the customers and it is the reflection through the behavior of your staff. Your staff only care about the pay check and you care about the big bonus from us.
- Another major problem I realized is if there is a conflict with an employ then there is no way customer could talk to someone above that person. Your employees are interested in protecting for one another. Bridget told me that we all are going to say the same thing. Your employees don’t transfer the call to next level. Looks like a union and if a customer push then they say “this is the address of the president and you can write to the President.”
- This tells me that your employees treat you also like. The way they are treating the ATT customers.
- Let me tell you about me and my family is not just a nonsense family. I am a retired executive from one of the largest organization in Fort Worth. My wife is a medical professional. My son is a senior executive in one of the largest Banking system and his wife is a senior counselor. My daughter is an Aeronautic expert and my son in law is a US Army Caption. I was capable to reach in high position and raised my children with high working ethics and with high moral standard.
- Me being a telecommunication engineer I have very clear understanding about the telecommunication industry such as from MCI to ATT.
- I have three cell lines and two tablet with ATT. One time I had multiple internet and TV connection with ATT, but I had to cancel for some customer service reason. Last month I decided to get the connection back, because I was getting mail after mail every month to come back. I walked into our local ATT store for getting some information, but I didn’t get any help and there were many of your staff walking around the store, but they didn’t pay any attention to me. I realized the management may have changed. I called the executive office, but no service was available from the executive office like it used to be.
- Someone called me and asked me to provide my personal information to run credit. I was not very comfortable with that call. Your people calling without caller id and asking personal information create so much confusion especially I am already a good standing customer since 1999. My question is why you don’t have my information with your system.
- It is an untrustworthy experience. You call any organization and tell them I had the account with you and I am coming back then they go and pull the information and reinstate the account. They don’t run your credit over and over especially you already have a good standing with the company.
- You have a very nasty customer service especially from U-Vase. I talked to Bridget very nasty person, Wilsame Supervisor, Samantha very nasty person, Madison disconnected the call, Amber Supervisor she didn’t try to understand the problem as it was. I only found one employ really kept the standard of ATT and her name was Victoria.
ham3843
Scholar
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189 Messages
9 years ago
@mckuruvilla
There is NO question that something is SERIOUSLY wrong with how AT&T is handling consumer customer service, they have plenty of CSRs but the problem is that the overwhelming majority of them are incompetent, poorly trained, dishonest, and quite abrupt and rude, many of them have ALL of these UNprofessional and embarrasing qualities when dealing with the customer. I can't recall the number of times I have called to have an issue resolved only to spend hours on the phone, only to find that often times not only has the issue I called about NOT been corrected, but they have ADDED additional problems and or issues! Outrageous. I'm sure there are a few that actually do care, and are competent at addressing and resolving problems, but I have never encountered one of those representatives during my years of being a customer.
The buck stops at the top, and Mr. Stephenson needs to re-evalute the issues and make major changes to get the customer service system working in a correct manner...if the present situation continues they are certainly going to lose more and more customers.
If the AT&T Corporate executive offices would like to get feedback from a concerned customer please feel free to e mail me on this site. Thank you.
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hex731
Scholar
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134 Messages
9 years ago
Sorry But any problems I have had. Customer service has been very helpful and respectful. Sorry that you have problems but you are trying say it is bad for all and that is not true at all.
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ham3843
Scholar
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189 Messages
9 years ago
I'm happy that you have had good customer service experiences with AT&T, but as you can see right here on the community forums, many have not had your good fortune.
I can personally attest to poor customer service in multiple instances whether with the phone CSRs or the ATTCustomerCare avenue...very poor quality experiences. I'm a VERY patient person and understand the complexity of how a large corporation operates, but there is NO excuse for the degree of incompetence, and yes rudeness too.
AT&T needs to overhaul the entire consumer customer service division and do so quickly, the longer they let things go the more difficult it will be to actually correct these serious shortcomings. They could easily let 40% of the current staff go and I doubt that it would be a loss to any customer since these poorest performers not only can't resolve issues, they actually ADD NEW issues into the mix, and their attitude is really HORRIBLE, with a dose of rudeness to top it off.
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qcdale
Tutor
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1 Message
9 years ago
I've not experience unfriendly service but clearly incompetent people support a terrible product. They are very poor in regards to actually dealing with issues, slow to respond and considering the number of issues with the product(s) themselves they are either understaffed or simple uncaring. They can't even get the billing correct which is a major problem but even they acknowledge that it is what it is and will not be corrected ever. So every month its a crapshoot on what the amount will be. Internet and TV service is the worst ever...unfortunately i work from home and the location where I live and the situation AT&T is the only choice I have or I would drop them like a rock.... they are the worst company of any kind I've ever dealt with. Ever.
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grabacontroller
Scholar
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73 Messages
9 years ago
The techicians are pretty mean(Not all of them) and the office of the president doesn't care. They always make excuses why service is bad. AT&T doesn't care. They only want the money and can get away with it.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
@mckuruvilla First mistake coming back, was going into an ATT Wireless store for Uverse. They don't know the 1st thing about Uverse, they are wireless (smartphones), but will make up any answer to your questions about it. They are the only people worse than CS phone reps.
Then the phone # asking for private info for credit check, I'd have told them give a main # and extension to get back to you, once I know who you are, we'll talk.
All the bemoaning after that point is literally useless as after being away from Uverse services for about 6 months and can get the new customer bonuses again. 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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ham3843
Scholar
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189 Messages
9 years ago
While I have had a poor experience with ONE premtech, you have to remember how the system they work under operates. They are given very tight timetables when they are responding to a trouble ticket or installing new service, while there is no excuse for being rude to any customer, these folks work under very difficult conditions both out in the field, and when interacting with management, often times it makes it almost impossible to satisfy the customer, their direct superivsors and management demands to meet certain goals, which are highly unrealistic. These technicians are the face of AT&T with regards to the consumer. Premtechs and line technicians are some of the most important employees at AT&T, and the company doesn't respect that fact many times.
I want to say that I have the highest regard for the technicians out in the field and especially those that must interact with the customer, they have a very hard job in so many ways to satisfy all the different parties involved. Thank you for your hard work.
I'd like to add that I have NO relationship to any AT&T employee in any capacity and I'm just expressing my own personal opinion on the matter.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
Only problem it is a small portion of 10 million users coming here w/problems (probably all the ones that do) have CS problems. Not so sure it isn't the rudest users had problems because of that. If they come here all flustered up, not so sure they were not flustered up on the phone.
I see the people that post they had a great CS episode and they want to thank them. We send them to ATT Customer Care to pass it on. I've had a few CS problems fixed by ATT Customer Care here. Only 1 time on phone w/CS about my initial reward being deleted 20 times by ATT, in a 3 way call w/Reward Center rep that was useless.
I did finally get my $200 check after getting a Reward Center supervisor to look at it and said 'something's wrong here'. She said she'd get back to me in a week after investigating. A week later I got a call from ATT, the check was supposed go out that day, but would go out the next day. I got the check on 9-11-2008, 7th anniversary of that fateful day.
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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ham3843
Scholar
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189 Messages
9 years ago
True, but just think of all the customers that never visit the Community Forums to report their
experiences, when you consider how many negative comments end up here, and look at the subscriber base I'm sure that the customer service debacle is pretty serious..
Although I can only vouch for my own behavior as a customer, I have NEVER become rude, or abusive with any CSR, I believe that you treat others as you want to be treated, and of course when you look at the complexity at large companies like AT&T it often times takes multiple people to get a problem solved....so patience is required, but shouldn't be expected by AT&T, however, it should be appreciated and often times it is looked at by certain CSRs as an opportunity to be lazy and not properly perform their job.
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dhascall
ACE - Master
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1.4K Messages
9 years ago
I am sure that we all have had similar experiences. Usually CS is decent to okay but once in a while, we get a flake.
To get the best results with U-Verse, I would recommend that one sends a private message to the escalation team at AT&T Customer Care, and someone will get in touch with them.
Funny that the OP, with his Top 10 list, is missing from this discussion.....
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