Their Motto Is: "Show Me The Money!" If Not: "Sit On Hold!"
Written: Nov 29 '01
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Pros: Online access gives answers to current service, billing questions.
Cons: Hard to talk to someone about canceling service.
The Bottom Line: The bottom line is when they stand to make money, they are there for you. When they stand to lose money, they are no where to be found.
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| lynus's Full Review: General Reviews of AT&T Customer Service |
No more than two years ago I would of spoken nothing but high praises for AT&T Wireless Services. Let me explain in more detail:
It was August 1999 and I decided my "birthday present to myself" would be a cell phone. All of my friends were getting one and I didn't want to be left out. So I trekked to my local Good Guys and when confronted immediately by a salesperson and explained that I was interested in a new cell phone, he proceeded to show me the various Nokia phones and their features. He also started selling the AT&T Wireless service that was available in the Fresno area. Everything was going great until he said the two words that I would make me cringe. "Credit Check". Ooooohhhh. I knew that throughout college I hadn't been great at paying my credit card bills on time so I feared that I would end up owing a huge deposit to activate my wireless service. 3 minutes later, the salesperson told me that I was approved with nothing down for a deposit. I was so excited that I was actually approved that I knew right then and there, I wanted this cell phone and the AT&T service. And so, began my service with AT&T Wireless.
Now and then AT&T would drop a few calls or reduce their signal down to zero in areas where I'd expect there to be a strong signal, but overall AT&T service was excellent. Probably 90% of the time my calls went through the first time and about 80% of the time I had zero problems when it came to reception. There was the occasion no signal because of being underground or inside a thick walled building, but the problem only lasted for a little while.
Another aspect that I loved about AT&T Wireless were their online establishment that allowed me to view my current statement, edit or delete features, and even pay bills online. The site was easy to set up: just register my cell phone number and answer a few questions that only I should know. Within less than 5 minutes my online registration was complete and I was given full access to my account online.
But all of that changed during the latter part of 2001. That brand new Nokia cell phone had been packed and unpacked, carried around across the Western part of the United States in my pants pocket, and its age was starting to show. The battery was slipping out and causing the phone to shut down in mid conversations. At the same time, new models were being released making cell phones small, lighter, and full of even more features. Basically, the time had come to get a new cell phone.
But all of THAT changed during the earlier part of 2001 when I was laid off from my dotcom company. I was out of work, poor, and basically knew that I could not afford to purchase a new cell phone. So I made the decision to cancel my AT&T Wireless account until I could afford a new phone and a new wireless plan.
And here begins why AT&T is Not Recommended:
At this point in time (November 30, 2001) I have spent a total time of 2 hours and 30 minutes on hold trying to speak to a Customer Service Representative about canceling my wireless account. The process has been so frustrating that I have even considered not paying my bill and waiting until they call me. Now I know that would be a very bad idea, since wireless accounts are considered credit accounts and would then therefore show up on a credit report, but I'm at my wits end. I want to cancel my account, but I can't get a hold of anyone to help me.
And much to my dismay, the previous high praised online establishment for AT&T Wireless has been very little help. You cannot cancel a wireless account online nor can you access a customer care representative online. This feature is available for broadband (cable modem) users, but not for wireless customers.
I have tried to call during the morning, during the afternoon, during the evening, late at night--nothing works. Even worse, just to test a theory I had out, I called to speak to a normal customer care representative: (in order to cancel your service you must choose a menu option that transfers you to the department that handles cancellations. They probably only staff that department with one person) and sure enough within about 10 minutes I was on the phone with a representative. After explaining my situation, she transferred me to the canceling department and I was put on hold (and forced to wait) until I finally gave up after spending more than an hour waiting.
Therefore my conclusion of AT&T Wireless service is that they only care about their customers when it suits their needs. They make it very easy to activate service, they make it somewhat easy to get a hold of someone during billing situations, they make it a little hard to get a hold of a representative if you need technical support, and they make it very very hard to get a hold of anyone related to canceling your account. The bottom line is when they stand to make money, they are there for you. When they stand to lose money, they are no where to be found.
So I say this now. I'm committed to canceling my account even if I have to spend all weekend on hold (thank goodness for speaker phones), but I don't ever plan to return to AT&T Wireless. Before, I thought about returning once I had money again to purchase a new phone and activate service, but now AT&T has lost a customer forever.
I cannot recommend AT&T as a wireless service provider, but I understand if you seriously consider them. I don't have any reference to go off of to compare AT&T with Sprint, Cingular, or Verizon. But I would ask you to seriously think twice before signing your name on the bottom line with AT&T. Hopefully in a few months I'll have a new wireless service and can give a better comparison of how AT&T related to other services, but for now I strongly do not recommend them because of their poor customer service.
Recommended:
No
Amount Paid (US$): 39.99
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Epinions.com ID:
lynus
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 - Top 200 |
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Location: Las Vegas, NV
Reviews written: 584
Trusted by: 169 members
About Me:
Slowly trying to get back to the thick of things.
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