AT&T Customer Service - I think they want my firstborn.
Written: May 04 '02 (Updated May 04 '02)
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Pros: The plan sounded good.
Cons: I've been trying to get this worked out for 6 months now.
The Bottom Line: Customer Service is so bad at AT&T wireless that I switched my regular long distance too. I hope I never hear from AT&T again.
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| CyndiA's Full Review: General Reviews of AT&T Customer Service |
When I saw that AT&T was providing wireless service, I thought I would go with a familiar name. While I might buy store brand beans or try out a new shampoo at an upstart online company, I want my phone to work. I’ve used the regular AT&T phone long distance for years. My parents use AT&T and have forever.
Since I’m an online kind of person for buying, I researched the various plans and phones and made my selection at www.att.com. FedEx brought my box and directions in two days. That was back in October of 2001. Things are looking good.
My town is on the AT&T service map, but the signal did not beam to my house. I spent about 4 days trying to download the program by the directions. No luck. I went back to the web page and punched in my cell phone number. It was not a valid number according to AT&T, so I could not log in and get online help. I guess it was not valid, because I could not download the program.
When I tried to phone the help number in the direction book, I could not get through either. My number was not valid on the never-ending phone loop. Again, I guess this is because I could not download the program (which is why I was calling).
Finally I called a number like I was signing up for new service. They will answer at that number, but they told me I was supposed to use the service number (which only phone looped and then cut me off when I didn’t have a valid number). The guy at the corporate office did tell me to take my phone closer to I85 and maybe visit a friend overnight, and it would download. OK. I took it to work and got the program on there. I don’t go visit overnight to program a phone.
I made 2 phone calls after I got my phone the next day at work to see if the phone worked. It was fine in town. When I got home, I noticed that I had some messages. I couldn’t get them to play. Now, I am really getting unhappy about this whole phone idea. It was taking way more time than it was worth.
With a working service number (after the download), then I was routed through Charlotte for help. I can’t even begin to tell you how awful service is through Charlotte. You can read my review about that at http://www.epinions.com/content_55293873796. The Cliff Note version is that you might be OK in Charlotte, but if you live further from a tower, then you are up the creek.
Since the tower didn’t reach to my house, then I was a roamer at home and could not check messages. I don’t want the static of roam from my house, and I sure don’t want to drive down the road to check my messages, which is what the customer service rep suggested at Charlotte.
At this point, I cancel my service. The snotty woman in Charlotte said she took care of the cancellation. She was also supposed to have a service manager (they didn’t have one handy) call me back. I’m still waiting. After six months, I don’t think I’m going to be very friendly though.
That should be the end of it, but every month here comes the bill. The first month I wrote and explained. The second month, I ignored the bill. The third month, I called customer service on the bill.
When I got that customer service, the woman wanted to know where my phone was. It was back in the box and in the basement where it had been after the 2 calls and that call to Charlotte where they said they cancelled for me. Then she wanted to know if I had another cell phone service. Well, NO. I’m still trying to take care of this one and don’t know if I would ever try a cell phone again.
This time I’m told that I can’t be credited, but they can remove the charges. I’m not sure what that means, but if it means they quit sending bills, then that’s fine by me. I do ask if that will stop the bills, and the woman, this time, tells me yes. GOOD. I can get on with life.
I open the mailbox and there is a bill from AT&T the next month. The amount has dropped down to $13.30 though. I suppose I could pay that, since it’s not a lot. But, it is sure steep for 2 calls (not to mention all the time spent with this mess). I’m irritated and ignore that one and then get another bill for $13.30.
I decide to go back online at this point as I don’t even want to talk to anyone from AT&T. They have now added an email that works whether you have a valid number or not. DUH. What an idea!
According to the web page, they will contact me in 48 hours. They did send a form that said that they got my email. I’m still waiting to see if they will tell me what I owe and take a check. I told them that I did not plan to give them my new credit card and that I would pay by check if they got a final total and would leave me alone.
MCI called this week. I gladly switched long distance carriers for the regular phone. Though I haven’t had any problems with the regular long distance, I don’t want to deal with AT&T ever again. They lost a cell phone customer and a long-term long distance customer.
If everything goes smooth when you get AT&T wireless service, then you may be happy with it. If you need help for any reason, then don’t hold your breath. I’m still in limbo after six months. I may end up paying the $13.30 just to get them to leave me alone, but I still think that stinks when the I only made 2 calls and the phone didn’t work from my home.
Recommended:
No
Amount Paid (US$): 13.30 and up
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Epinions.com ID:
CyndiA
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 in Home and Garden |
 - Top 50 |
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Member: Cyndi
Location: out in the yard grilling
Reviews written: 1156
Trusted by: 634 members
About Me:
Get some sleep and dream of rock 'n roll - Bread.
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