Consumer Reports, and customers are finally finding out what I discovered years ago. AT&T/Cinglular, customer service really sucks. It didn’t just happen it has been that way for many years.
Example 1: Many years ago, before they became AT&T, I decided I no longer needed my mobile phone, as I was no longer on the road as much. I paid 3 months in advance to fulfill my contract. I told them to stop service when my contract was up. Did they heed my instructions? NO!! About 3 months after they were to stop service, I got a notice saying they were shutting my service down for non payment. Non Payment?? I didn’t even have a phone any more and did not sign a renewal contract. What was a non payment of. To make a long story short after trying to talk to CUSTOMER SERVICE, I decided, because I couldn’t afford an attorney, to pay what they called “LIQUID DAMAGES”, that is what they called it. The 3 months of service would have been $90, but they said I owed $300 for terminating services early. Now mind you I paid my contract in full, and told them I no longer needed their service.
Example 2: I purchased the “insurance” for my phone. Yes I went back on the road. Anyway, my phone got smashed. I had hung my coat, with the phone in a pocket, on a post and a truck backed into it and demolished my phone. When I took it to the local office for replacement I had to pay about 1/3 of my phones original cost. About a year later I found out they replaced my phone with one that had been outdated. It looked similar to my old one. I trusted them.
Then I was back working close to home and a phone at work. I no longer needed the cell phone. No problem this time. They shut off the service when they were supposed to.
Example 3: Back on the road again. I needed a cell phone again. Every thing went fine. Until I realized that I could save money with their family plan.. Before I renewed my contract and purchased a new phone, I asked about adding the additional phone. The other phone was on its own plan, as they didn’t have the family plan when I added a 2nd phone. Now they did. I was assured I could add the phone. I signed the contract. Then I was told the other phone had 3 months left on that contract so we would have to wait another month before they could add the phone to the family plan. OK. The month passed. They told me I would have to wait until the full contract had expired, But would be able to transfer the phone then. Finally the 2nd contract expired and I went in to move the phone to the family plan. Guess What. Can’t do it. “We don’t offer that plan anymore.” I talked to the local representative, with no satisfaction. I called AT&T “customer service” We talked about a half hour. I was told they would check to see what could be done, and call me Monday. This was on a Friday. Know what I’m still waiting for that call.
As soon as my contract was up, I switched to Sprint. I have better coverage. SPRINT, really does believe in taking care of the customer. I have had no problems with them. They are always eager to help me, no matter how long it takes. I can never see returning to AT&T.
As always this is just my experience, and may have happened before the name changed to AT&T. I’m not sure when the name change occurred. Although I not sure a name change means much when it come to customer service. I do know people who have AT&T who jumped through hoops just this summer to get “CUSTOMER ” service. I’m sure from what I have heard the weren’t very satisfied.
That Is How I See It.