I've been with AT&T for over 10 years, before they were Cingular and then back to AT&T.  Never had any problems with customer service in the past.  Now, however, it's a whole different story.  When it was time for me to get another phone, the phone wouldn't work (it kept dropping calls I would make and no one could call in).  I got it online, so I called them and they said I could either mail it back in or take it to a store (but there would be a restocking fee).  I figured I'd take it to a store b/c it's faster (and I only have 30 days to return it and make sure the new one is working).  I got another phone from the store and paid the restocking fee.  That phone didn't work either.  I went back to the store and they told me to call the online customer service.  I left and called the online customer service.  They told me to go to the store.  They tossed me back and forth.  Finally I called online customer service while I was in the store and after both of them refused to talk to each other, they finally did.  I finally got a phone that worked…  Then… I had a SIM card that wasn't working right, so I went to a different store thinking customer service would be better.. it wasn't.  They tried to say I did something to the SIM card and tried to charge me for that too.  Then they tried to say it was not the SIM card and that it was the phone and I needed to work this out with online customer service.  I ended up paying for that.  Then I went into another (3rd store) to cancel service.  The guy was really nice and gave me a free phone to sign another 2 year contract, but if I changed my mind within 30 days I could come back and return phone and contract would be terminated, and I'd be free to change service providers if I wanted to.  I did just that.  I was afraid that if I had any probs in the next two years I'd get put through hell again.  So I went back and returned it and they tried to charge me for the phone and refused to take my 2 year contract off.  After battling with them for awhile, they finally reversed my contract and didn’t charge me for the phone.  Or so I thought they reversed the 2 year contract…. when it was time to switch carriers (45 days later), they said I couldn't b/c I had a 2 year contract.  They wouldn't remove it.  So I had to talk to several different people, including management, to get that reversed.  Some of the customer service reps hung up on me and others were very rude.  Finally that got fixed and changed service providers.  After I switched to another carrier, the new carrier said I didn't have to sign a contract if I used my old phone.  I just needed to contact AT&T to have them give me a password to use my phone and switch it over to them.  I called and I caught hell for that too. They said they couldn't do it.  Finally when I asked to speak to a manager, the customer service rep yelled at me and said she'd tell me the same thing she just did, that I cannot do it.  She was very nasty.  But after she spoke to a manager, she came back and gave me a password.  I got smart with her and she got smart with me back, b/c she was in the wrong but wouldn't admit it.  I am finally done with AT&T and will NEVER go back!!

Recommended: No

Amount Paid (US$): 100