General Reviews of AT&T Customer Service

Pros: Plans seemed competetive
Cons: Serious Customer service "reeks"

When it comes to a "real problem" they will just resond with generic e-mails laced with "m-life this ...

Pros: out of all the cellular carriers available, AT&T is one of them
Cons: if anything goes wrong with billing, you'll pay h*ll to get it fixed

I dumped AT&T as my wireless carrier after a marathon of BS. I was a fourteen-year customer of CellularOne, which AT&T acquired in September '03. For five months, AT&T did nothing but screw me, and finally cost me a job interview. Long story short: ...

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: 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: 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: 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: 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: Good Coverage
Cons: Awful Service

I just spent over an hour and a half on hold with AT&T Wireless merely to consolidate 4 AT&T Accounts into one so I can pay them with one check. Nope not on hold, this is talking to a representative. First she tells me one of my accounts is ineligible...then she tells me the names don't match so we have to be transferred to another department (there goes another 30 minutes of my life). I've been put on hold 40 times (yes I counted). Not nice hold with calming Muzak either, every five minutes she's back on the line...and I have to say Yes mam I'm still here, do you mind being put on hold (ahem! yes I mind!), thank you, you're welcome. It's insanity. If AT&T Wireless can't take care of something so basic as consolidating accounts you gotta wonder about the rest of their service. Run! Hide! Find another vendor.

http://gadgetguys.blogspot.com/

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: 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: coverage area
Cons: incompentent. cannot resolve problems. indifference, screw the customer attitude. byzantine customer service

For the last 2 month have been unable to login to my eminutes wireless free2go web account. This feature is useless. Apparently it takes them months to reset a login. The customer call center is nice but useless, since everyone higher up can ignore them. NO accountability for non-responsiveness. Spent more time on phone hearing explanations why it was not working than I have minutes.Including that I should add more money to unlock the account. It has been a month since they escalated the issue to the resolution department to make sure it got fixed that weekend.

Told by the customer call center manager that they could offer no help and only parrot what they are told. Avoid them because if the issue processing system cannot fix such a simple matter in a reasonable timeframe, any other problem including billing must also be a nightmare to deal with.

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: 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: There are no pros dealing with AT&T Customer Service
Cons: They should call it Customer No-Service

Be aware that you will be charged for another billing cycle unless you just happen to cancel on the day before your next billing cycle begins. I tried to cancel our wireless account on 10/29/03 and was told that I would have to pay until 11/19/03 because they did not cancel in the middle of a billing cycle. They did this to us even though we had activated another plan with AT&T that was cheaper. So now we are stuck with two wireless bills. What a rip-off. Sally