General Reviews of AT&T Customer Service

Pros: none
Cons: everything

I have no qualms about their wireless service. Of course, that being because there really aren't that many wireless service companies out here in Canada, much less Saskatoon, Saskatchewan where there really are only 2 choices. AT&T or our local...

Pros: great service!
Cons: none

It must first be noted that I didn't so much as choose AT&T Wireless as I chose to leave Alltel. That said, once I left Alltel (and I haven't once regretted it), I looked up AT&T Wireless and have been very, very happy ever since.

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Pros: Used to be no less than excellent
Cons: Fails to provide accurate feature/svc informaltion
Cust svcis just awful. 

I regret the day I ordered the triple bundle from AT&T.  I expected the type of service I had come to respect.  Was I ever surprised!  9 days  later I am still trying to get what I ordered.

I never received compensation nor an apology for failing to give me accurate information regarding my options and for failing to provide all the features promised! 

First I was to get $150.00 back, then $100 and by the time time the call ended it was $50 and I haven't seen that yet.

To top it off, my services are still incorrect!  But no one cares!  They just want our money. 

Pros: NOTHING!absouletly nothing good about this company.
Cons: HORRIBLE customer service on this planet!

I had a problem with a new phone and called to have it replaced. I was told that I would get a refurbished phone at first. Then after talking to many many customer service agents was told that I would get a new phone. Called to see why it wasn't here yet and it hadn't even been ordered a WEEK later. So many many people later I was told that I would NOT be getting a new phone but a refurbished one. NOT ACCEPTABLE since this was already a new phone that I had (2 days over the "limit" for getting a new phone. All that I can do to get a new phone is to upgrade another line. EXCUSE ME??????????? Why is this world would I upgrade when I was promised a new phone already and then to be locked into another contract for 2 more years. But they will "talk with the representative" that initally promised a new phone. UM EXCUSE me HE should have to pay for the new phone since he told me what I would be getting. ABSOLUTELY the WORST WORST costomer service I have EVER seen!!!!! Do not LIE to your customers.............EVER!!!!!!!!!!

Pros: They put a phone number on their bill that gets answered quickly ...
Cons: There is no customer support or sign of human life at the other end...

I've dealt with many companies endless voice menu "support" lines but ATT's takes the cake. Seems after navigating many dead ends and trying creative key selections that you could actually get to a human....but apparently not. ATT has apparently mistaken canned messages for Customer Service. Glad I switched to Comcast!!

Pros: Local business service is cheap at a flat 20.00/month for 1500 minutes.
Cons: Cannot reach a real person. Only can get a computer.

I have found that it seems to be impossible to reach a live person for help in just canceling my long distance service, but keeping the local business service. Their live customer service is nonexistent. Do not sign up for their service if you can avoid it.

Pros: There is not one positive thing I can say about my dealings with AT&T.
Cons: Customer Service, billing, repair requests, phone lines, you name it.

We recently switched our business lines to another carrier due to the fact of dealing with AT&T customer service was one of the worst experiences. It is a disgrace that a major corporation like AT&T and supposedly a leader in communication is one of the most difficult companies I have ever dealt with. They continued to bill me for phone lines that were no longer with them and when I asked for an investigation, they stated that we still owed the money with no explanation or documentation to back it up. As I write this, I have been on hold for 40 minutes trying to again resolve this issue.

Pros: Once had they act together.
Cons: Can't resolve problems. Unreachable.

After using AT&T Wireless for several years, we started to have calls drop, calls would loose audibility in one direction or the other. 'Can you hear me now?' became the majority of our calls.

In trying to work out the problems, we tried to tell them they needed to maintain their service. They said it was our cheap/out dated phones so we exchanged them (totaling 4 different models/manufacturers). No improvement but we were locked into a new contract. Continued working with them and ended up reporting all the drops and poor connections. Each contact requiring well over 30 minutes to an hour to get to talk to a human!

As a last effort, we agreed to try their GSM phones for 30 days - money back guarantee. They ended up breaching that guarantee and stuck us with outrageous/over inflated and false charges claiming we exceeded the 30 days by two. We pleaded our case to them and they got nasty. The case finally was turned over to the FCC, BBB and Consumer Affairs. They conceded and we are now happily divorced.

Pros: Ease of use
Cons: Bad billing practice

Ewallet is a service offered by ATT to help download pictures, screensavers,ringtones etc through other websites and pay through ATT.

I had a big problem with the service in that, even if you cancel the ewallet service (through the website or through phone), they still bill you for even reading a advertisement mail from any of the websites that you have used in the past. Mind you, this is charged at $1.99 per message. So if some website sends you ads, asking you to visit their page and you read it, you happen to pay for it....even though, that's right, you are not registered to use e-wallet.

The customer service will only say that the website is to blame and not ATT.

Pros: Phone works.
Cons: Plan options are horrible. Terrible Customer Service. Long hold times. No real value. Frustrating.

If you are looking to switch to a new cellular provider avoid AT&T wireless at all costs. If you are a current AT&T customer and are considering renewing your contract, think again. I have been through a terrible 5 month ordeal that still has not been resolved. Just tonight I spent over 1 1/2 hours on the phone with a customer service representative who put me on hold every 4-5 minutes to recalculate. I started out with a bill of $300.00, they told me they calculated the last five months incorrectly so after waiting for 25 minutes on and off hold they came up with that my bill would be reduced by $56. Great right? No. - after asking several more questions and being put on hold another 4- 5 times they got my bill down to $140 by "generously" putting me into a new plan that I was supposed to have been on all along. $140.00 for a cellular plan is ridiculous. There have got to be better plans out there and there definitely must be better customer service.

Pros: The reception is good.
Cons: The $3000 bills and our phone getting cut off every month.

Overall the phone and reception was fine. My problem lies in the billing department and customer service representatives. I had a plan with AT&T for a few years and decided to add my family.... big mistake. They did not code my plan properly, so we had the following issues:
The primary account was billed twice, once as the old account and once as part of the new account.
The allowed minutes were not accounted for so we got charged for every minuted used. Result:$3000 phone bill.
We got charges $280-$500 in MMODE when NO ONE used it.
So at the end of each month we spent about 6 hours fixing our bill and it is getting so frustrating. Canceling our service will be almost $1000, so we are stuck in this hell of a phone plan. Advice: Go Verizon.

Pros: Good adverstising
Cons: Service area bogus,no one returns calls and still waiting after eight weeks for refund check.

Signed up for nationwide service based on salewomans statement that AT&T had coverage where I lived. Paid $400.00 in cash for the phones and to begin service. When I got home, the phones would not connect. After spending hours with phone support, they said the area was "unreliable". Returned the phones the next day to South Bend, In store. Manager says he cannot return in cash. The company would send a check in approximately two weeks. Eight weeks later, no check, manager is always too busy with customers to talk and won't return calls.

Pros: Service reps are nice.
Cons: Long waits on hold, lots of problems, slow resolutions.

AT&T Wireless is well-known for its poor customer service. I can vouch for it personally. I signed up online, and I had problems from the start. I couldn't log into the web site at all--the system wouldn't recognize my cell phone number even though it was functional. It took three phone calls to resolve the problem, and each time I waited between 20-40 minutes on hold. I realize know they didn't give me all of the minutes they promised, so I'm trying to call in again. After a 10-minute wait, the service rep said the computer system was down and that she could answer only general questions. The one rep that resolved my initial problems was very nice about it, although it took him nearly 25 minutes to fix the problem. Basically it takes a lot of time to resolve problems through customer service.

Pros: non existence
Cons: most ineffective customer service

I ordered 2 phones on their web site. When they arrived, both stopped functioning properly within first hour of their use. AT&T were going to charge me $9.99 to send out replacement phones! If this is how they make their money $9.99 at a time, it will be a long long time before I will even consider using AT&T.

Pros: NOTHING
Cons: EVERYTHING

I've been on the Shared Plan since June 2002. I've had to call pretty much every month to fix mis-billings. My plan keeps changing without notice. One month I have nationwide long distance, one month I don't. One month I'm getting my included mobile to mobile, the other month it is no longer a free service so I get charged. And I cannot do anything about it because customer service is very rude and unhelpful and SLOW. They have set sentences that they are supposed to say and will say them over and over until you can do nothing but hang up. They don't listen, just interrupt. Unless you want a lot of hassle and overcharges, DON'T CHOOSE AT&T WIRELESS.