What is "M" Life...Bad Customer Service
Written: Mar 27 '02 (Updated Mar 27 '02)
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Pros: Service is available in remote areas, Wide service area
Cons: Customer Service SUCKS
The Bottom Line: If you can get a good deal like I did then they are worth having. Just try to avoid CS as much as possible.
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| katopasna's Full Review: General Reviews of AT&T Customer Service |
Where to begin….
The Good Part
I decided to get another cell phone at Christmas time because my Sprint phone doesn’t work at my mom’s house, which is located in the boondocks of Oregon. I went to the local AT&T Wireless store at the mall to see what deals they had to offer me. I got a pretty good one; since my husband is in the Military we qualified for their Military Plan.
This came with:
**Free Cell Phone
**120 anytime minutes
**1000 weekend and evening minutes
** No activation fee
** 15% extra minutes
**15% off your bill
**100 extra anytime minutes all for $29.99 and the best part…. NO ANNUAL
CONTRACT.
Another thing I like about their service is they offer OnLine Access to your account. This way I can easily check my bill and make online payments.
The Bad Part
It was while I was online viewing my newly opened account that I saw some errors. The first problem was they had me signed up with a 2 year contract and the 15% extra perks weren’t showing up. I called our local rep and she immediately took care of it but in that process the waiver for the $35.00 activation fee got deleted and I was then charged that on my second bill. A call to customer service and then another call to my rep and that was all fixed.
I should point out that the calls to customer service had long ON HOLD periods. At one time I had two phones to my ear to see which one would get answered first. I used my cell plus my home phone. Funny thing was the phone I was on hold for the shortest time is the one that got answered first (the home phone).
I also noticed that my discounts weren’t showing up on the bill, another call…… I was then informed that could take up to 3 months to activate. No problem. I think my 3rd bill looked fine, everything was in place, 15% discount was activated and no errors. The 4th bill came, no discount, MORE multiple calls to customer service and still no help. Each rep. had something different to say why I didn’t get it. I then was told to call the National Account Department since this account is under a Military Discount Program I would need to talk to someone in that Department. The number I got from two different representatives were wrong. I finally got the right number (5 tries later) and was told because of the credit for the activation fee I didn’t qualify for the discount for that month. WHAT EVER! The guy explained it but I told him I am getting ripped off along the way. What he said made sense but I don't think it was right since it was their screw up to begin with. I finally just got sick of it and said fine. All I know is next months better be right.
What irritates me the most with all these calls is that no one there seems to know what is going on. I have to constantly repeat myself to each new person I talk too. They don’t seem to understand why I am getting these discounts or they say I don’t qualify for them. When I tell them this is what was promised when I signed up for this service they all seemed to be stunned and I end up on hold again while they talk to their supervisor. I personally think more training is in order for these people.
Why I Keep Their Service
Even though their customer service is the just the worst, I do plan on keeping my service with them. I do get pretty decent reception and I can use AT&T Wireless on Base unlike my Sprint phone. Plus I am not stuck in a contract that alone makes me want to stay with them. I guess not being forced too has something to do with it.
It was brought to my attention that I should make note of how I was treated by customer service. I can't say that they were rude, they just weren't all that helpful. They did their best (at least, I would like to think they did) to help but I think most of them were uniformed on the specials that their employer has.
I have faith that this mess will all be taken care of then the only call I will have to make to Customer Service is the one to change my phone number to a local number in Hawaii. (We are transferring, woohoo!)
Happy Calling!
Recommended:
Yes
Amount Paid (US$): 29.99 monthy
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Epinions.com ID:
katopasna
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Location: The Coast of Oregon
Reviews written: 289
Trusted by: 77 members
About Me:
My son just graduated from the AFB Boot Camp!!
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