ATT CUSTOMER "CARE"
Written: Feb 26 '04 (Updated Feb 26 '04)
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Pros: Nice logo on their buildings. Carry a nice Bluetooth phone.
Cons: Terrible coverage, zero customer service, Snotty staff, major technology glitches.
The Bottom Line: Avoid them at all costs. Nobody knows if they have a job after the merger. You are their last priority after they get your sales commission.
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| patmcgov's Full Review: AT&T Mobile Phone Service in San Francisco/San Jos... |
I have had ATT service for the past 8 months with their top of the line Sony Ericson T68i Bluetooth phone. I have generally gotten used to be unable to get service at least half the time, compared to my previous carrier, Verizon (who had other problems with phones falling apart).
In addition to the usual no coverage in places like downtown San Francisco and Oakland, over the past couple of weeks, I started getting a message of "Invalid Mobile" on my phone when I tried to use it in Alameda, Emeryville or around San Francisco State, the areas I work and live in. I unsuccessfully tried every day for the past two weeks to call "Customer care". I was cut off most times, transferred to a Spanish line twice, got a recorded apology before being cut off once, and put on hold indefinitely with no answer. I have been unable to get into my account on their website, which refuses the password we had to change last month, the third time it rejected my previous password.
I first went to their Lakeshore store in Oakland, where I stood at the counter for twenty minutes, where the two employees WERE helping other customers, but then started taking telephone calls before waiting on me. I left and went to their store in Emeryville, and recounted my story. A "Communications Specialist" confirmed that it was quite believable, and that the ATT Store staff shared my pain and could not get an answer from their own service number or get passwords for customers to get into their website accounts.
When I asked about the new problem of the "Invalid Mobile" message, she responded that my eight month old phone was old technology because they had upgraded their system for that phone in the Bay Area, and that all I could do was to buy a more expensive phone, from her, on commission, of course.
When I asked if she expected me to buy that, either figuratively or literally, she exploded. When I told her I was a lawyer, she further unravelled. I was told to go ahead and sue them, or that I could call Customer Care (who does not the phone) to find out to request a waiver of the early termination fee or a refund of the weeks without full service.
ATT's service seems to be melting down from the terrible level it was already at. Putting it together with Cingular, based on the reviews on this site, is a merger of Dumb and Dumber, Inc.
This is deadly to running a business when clients have an expectation of you having a working phone. ATT seems to care less, and when in the "Invalid Mobile" mode, the phone does not take messages or forward calls.
Recommended:
No
Amount Paid (US$): 49.99
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Epinions.com ID:
patmcgov
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Reviews written: 2
Trusted by: 0 members
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