The Site Never Worked Correctly --- Terrible Customer Service Too
Written: Jun 23 '08
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Using the AT&T online site, as well as dealing with the customer service side of the site, as been one of the most stressful encounters with an internet business that I have ever dealt with. Up to the point that I began using the site, things had gone very smoothly for me with Verizon, and every time I talked with one of their representatives on the phone, I received quick and well presented ideas and solutions. When AT&T took over, everything started to change, starting with who our representative to the company was. We had set up our service under a business account, which meant that we were assigned a representative that we could call or e-mail if we needed to have anything done with the account. This eliminated having to wait on hold, and helped us to add or subtract services by simply requesting it from our representative. They must have been really doing a lot of work on their end, because when they left the company at the transition (AT&T did not tell us this when they took over) we were left in the creek without a paddle.
The first problems started to occur when I couldn’t log in to the web-site to pay the cell phone bill anymore. There were a bunch of hoops that I needed to jump through, and even after doing all of that, I was referred to another section of their site called the “premier” customer logins. Trying again there we were unable to log in once again, and from there the run-around started getting given to us. First we couldn’t use the site, then they said we could, then we were told that I didn’t have permissions (though I get the bills and pay the bills in my name) and around and around I had to go with this never ending chain of new customer service representatives. Through my first 6 calls into the AT&T line, I was not given the same customer service representative twice, and it became overly frustrating having to relay the same information over and over again, telling them the same thing I had gone through each and every time. At no time was anyone able to actually solve the issues I was having with the site, and problems grew when I needed an upgrade.
With the current cell phone starting to fail, having been one that was just used for its basic capabilities, we wanted to find out where we stood in our plan, and if the time had arrived to get a new phone for free. Typically when you have been on a plan long enough, you can get a free upgrade in phones as long as you are willing to extend your contract or enter into a new one. As we were now month-to-month it didn’t seem too bad for us to extend the contract if we could find a nice new phone, and I began going through the potential options on the web-site. They have a lot of options on the site that range from Nokia to Sony Ericsson phones, and they included touch phones, flip phones, and of course, the free options that you could get by just extending your agreement. Actually getting a new phone became another hassle, as the site wouldn’t allow us to purchase anything if we didn’t log in using the premier password that we had been sent. This sent us in another loop, as we were referred back to the same old 1-800 number to try and find help.
The problems that I have had with this site, and the problems dealing with the people who work for it have really turned me off to the AT&T Company. I had zero problems using Verizon before they were taken over, and though the service to the phone has been great (good signal, no problems with billing), having to make changes to our current plan has proven to be an impossible obstacle. They haven’t been helpful at all in changing over to a new phone, the site just doesn’t work very well, and the people that work with the site don’t seem to know much about the customers’ side of things. The belief seems to be (at AT&T) that if they show off a great product that people will want to go in to a store to buy it, and that having this web-site is just a courtesy to us as consumers. It’s not a really good way to run a business if you don’t care about the end-user, and through all of the issues I have had with this site and its people, I have really been left feeling that they couldn’t care less about our situation. Don’t ever look to this site if you want helpful information or if you want to purchase an AT&T product, because it is going to not only be a huge waste of time, but could lead you to an early heart attack from the high blood pressure it causes.
Recommended:
No
What product did you purchase or try to purchase? Cell phone service, phone
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