Good Wireless Service, Bad Customer Service
Written: Jan 06 '01
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Pros: none
Cons: everything
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| margo_lane's Full Review: General Reviews of AT&T Customer Service |
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 phone company. But their customer service to worse than what you'd expect.
First of all, I spent over an hour on hold! I had recently qualified for an upgrade for my cell phone, so on December 30th, 2000, I called and upgraded my Nokia 5120 for a Nokia 8260 which they claimed would be at my house, delivered my Purolator, no later than Tuesday, January 2nd, 2001. I happily waited for it to be delivered, but then Tuesday came and went and no phone was to be found. I called back Wednesday where a customer service representative (after I managed to reach a competent one) told me it was shipped that day and would arrive no later than the next day, Thursday, January 4th or Friday, January 5th, 2001.
Once again, I excitedly waited for my new phone to arrive, but Thursday passed me by, and as Friday dwindled away into the late evening, I was upset that I had once again been lied to. After spending an hour on perpetual hold, I was told the phone was never ordered. After looking into it further, she said it was ordered, shipped and received by me! Apparently, some man I've never heard of signed for it and as far as Purolator was concerned, they had delivered it to the correct address. Considering only 3 people have ever lived here, namely my family members, I knew this couldn't be so. Arguing that I obviously wouldn't spend an hour on hold for fun, we went on a wild goose chase trying to track where this phone went with my patience disipating quickly. I was finally told that nothing like this had ever happened before and they would send this matter to investigations. Of course, having had my student loan issue sent to investigations, I knew I would never actually hear a call back from there, nor would anyone actually be looking into this issue.
Calling Purolator, I finally managed to get a manual tracer put on my phone. But Rogers AT&T has seriously lost my trust. Being rigid on a matter that I obviously can't prove face to face with them that I am indeed, without a new cell phone, is futile and downright contradictive to them actually wanting to help their customers.
If you upgrade your phone, don't do it through them. It'll only get lost in the shuffle and you'll find out later that someone you've never heard of before has gotten a free phone which you'll be paying for later.
Recommended:
No
Amount Paid (US$): 149
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Epinions.com ID:
margo_lane
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Reviews written: 55
Trusted by: 1 member
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