I’m more than a little ticked off at AT&T right now. And I gave them several chances to address the issue, both in person at the store, and on the phone with their customer service department. So now they get to read about it on my blog…
AT&T, are you monitoring your brand? Are you listening?
I work online, so having a reliable connection is a must for me. When I moved recently, I didn’t want to get another home DSL connection, as I’m moving again in a couple of months. I investigated my options (coffee shops, library, etc., or getting a cell modem) and decided that a cell modem plan might work for me. I went and talked to a T-Mobile rep, then went and talked to AT&T.
At AT&T, they offer the ‘LaptopConnect’ plan – a USB modem, with a 5 gigabyte per month data plan. The price was higher than I thought it would be, but according to their service map, I could get 3G coverage just about anywhere in town. I checked the neighborhood where I am living, and it verified that 3G coverage was available there.
I asked about data usage on the plan, and the sales person said that if I were to go over the 5 gig limit, I would just have to pay per megabyte of usage. She also told me that if I were watching streaming videos (I don’t) or downloading music (don’t do that either) or pictures (I only download web-optimized photos, less than 100 kb), then that would eat up the data fast. I told her that email, visiting and editing websites, and posting blog articles was what I did online, and she informed me that I would have no problem with the data cap.
And if I bought the USB modem, they offered a rebate for the entire purchase amount… So I figured that I couldn’t go wrong with that.
Here’s the first AT&T fail: Reading the fine print, I see that in order to get the rebate, I have to send in my forms and then wait up to 8 weeks. WTF? 8 weeks? And the rebate is in the form of a pre-paid debit card, not a check. And I have to use it within 120 days or it expires. Again, WTF? I just signed a contract, giving them guaranteed revenue, and I have to wait 8 weeks? And giving a rebate on a card is just stupid. A check would be nice. A credit on my account would be nice. Who’s the genius that thought that plan up?
I bought the modem and the plan, and went to get online. Here’s the second AT&T fail: No 3G coverage… WTF?, I thought. Slow connection is better than no connection, I guess. I do get 3G coverage sometimes, but not regularly. And for the price, I ought to get 3G coverage every single time.
So I tried to watch my data usage, getting out to a coffee shop or library to get some work done occasionally. But the point of having the LaptopConnect is that I should be able to work from home (or anywhere)…
On Friday night, I had to respond to almost 100 emails that I had put off, so I got it all taken care of, and thought that I could then spend Saturday working online, now that I was caught up.
On Saturday, I tried to connect, but after multiple attempts, I could not get connected. I thought, maybe everybody is using their free weekend minutes, and too many people are on right now. So I tried later, and still no service. And then again later, but no dice.
At this point, most of my day’s work has gone undone because of this. So I leave and head to a coffee shop, check my email, and sure enough, here’s an automated email from AT&T: Account suspended because of high data usage. Huh? Don’t I just pay for high data?
I head to the AT&T store, tell a sales person my story, and she checks my account on her computer. Here’s AT&T fail number three: She says “You haven’t reached your data limit. Your account isn’t suspended.” But lady, I can’t get online, and I got an email from AT&T, telling me it’s suspended. “Don’t worry about it, it’s fine.” Obviously she doesn’t get it…
I go home and call A&T customer service. And here’s AT&T fail number four: I tell the rep my story, and she looks up my account and verifies that it has been suspended. I ask about paying for extra data usage, and she tells my it’s a half a cent per kb. No, I say, it’s in writing, $.00048 per kb. “Hang on, let me check. Yes, you’re right.” Why doesn’t she know?
And I’m wondering why I just didn’t get an iPhone… For $30 a month, I can get unlimited data usage. Why does this LaptopConnect plan have a data cap? I’m guessing some AT&T genius thought it made sense to their bottom line, but for the life of me, I can’t see how.
I ask how to get my account unsuspended. She says that she can’t do it. Why not? The ‘High Data Usage Team’ has to remove the block. Fine, transfer me. “I’m sorry sir, they are closed now. You’ll have to call on Monday.” WTF? On Monday? Are you serious? I’m going to lose another day’s worth of work?
I tell her that if I had known that my account would be suspended for high data usage instead of simply being charged for it, I probably would have thought twice about it, and that she ought to share this feedback so that they can train their sales people. And here’s the kicker: She asks me “Is there anything else I can help you with today?” Huh? All you did was tell me that you can’t help me. “Thank you for calling AT&T. Have a nice day.” Well, I’m definitely not having a nice day with my AT&T service, thank you very much…
I’m prepared to pay the data overage charges, but because I can’t even get my account unsuspended until Monday, they lose out on that revenue. Any business that won’t let their customer service reps make it right with a customer without checking with another department gets a big fat fail.
Do they not understand that if I’m unsatisfied with their service, I’ll tell all of my friends to NOT use it? Or that I’ll post it online? What’s the cost of negative customer reactions vs. making a customer happy?
AT&T: Are you listening? How are you going to make it right?
I’ve tried, in good faith, to go through the proper channels (in-store, and over the phone), but your people aren’t helpful. And your sales people don’t know the details about the plan.
I think I’m going to recommend to my friends that they choose another carrier. Unless I hear from AT&T, I’m going to assume that they don’t care. And that’s a shitty way to run a business.
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I too have a horror story. I live in a rural area along the border with Canada so for internet it’s dial up, satellite or cellular. I talked to a sales rep who sold me the $119.00 USB wireless internet card. He said this was a global service and I could travel and not be charged extra for internet use. At $60.00 this sounded like a great deal compared to satellite. I live near Canada and would be most likely be using Canadian cell towers so this sounded like a great deal. I was clear to the salesman that I live along the border and I would be using Canadian towers, he said its “no problem.”
Anyway life was great…5 bars of 3G of of Roger’s Wireless in Canada through AT&T until I was shut down for high international usage.
Well, I thought, there is some mistake. I will simply call and tell them my situation. Three hours later and still on the phone with customer servicer they threatened to shut my cell phone off, as well as my internet and still charge me for past fees.
I eventually found asked for a manager and she helped me out with some kind of data code that is good for 15 days but now I I have a bill for,are you ready….$3,551.07;a real stinger and a gut punch. So much for that $60.00 bill.
I must say everyone at At&t has been nice but the first line of operators are pretty useless when it comes to direct action. The managers seem to wield the power but weaving through the matrix of At&T is frustrating.
As of today my struggle with them continues and my huge bill is under review.
Bottom line here is “do not trust the salesmen at AT&T.”
Watch out for your tax rate with them as well, they are known for charging the inappropriate rates and most never even notice.
I an yet again disappointed with AT&T. Have been with the system since 1968. Do they care NO. Wanted wireless internet connection. Talk to several, ended up with AT&T. Told all was going to be great. Bundleling would save me money. Wrong, they figured out how to make it cost more. Basic costs I mean. No 3G, most of the time no service period. Called to complain, no one knew who to send me to for help, after they found I was already signed up for service. Finally sent to tech support to find out why no service. Was told they would get back to me in less then a week. I waited, waited, and then I get a very nasty from hello on man who nastily and obscenely informed me he represented AT&T and they had cancelled my service. I responded They are calling me back with a customer complain on service. His responce was, are you dumb enough to believe that. They tell everybody that. You’re stupid. We got into a shouting match. He said he didn’t use AT&T and that anybody that did was stupid. This went on to long. He said that I was going to pay the nearly $600.00 or else they would sue me. He said I should have read all the fine print on the back of contract, that I never got. This is also a Bait and Switch deal. My first interest was merely for home service at $19.95, laptop is WIFI. Was told they only had a few of those available, but for a little more I could have wireless service anywhere in the World. AT&T does not know how to tell the truth, and they certainly do not know how to make their customers happy with even minimum service. But they do know all to well how to sick collectors on you even when they don’t provide service. Sorry, I think I passed up comment.
I’ve read similar stories before (not only AT&T). Easy to get through to sales call center, but no answer on technical support lines afterwards.
Sometimes it works to call sales number and then insist to be transferred to tech support, or at least stalk them until something moves. But the best lesson for them is to switch operator.
Luc J´s last blog ..Cell Boosters Improve Your Indoor Cell Phone Reception
At & t uses a third party vendor to conduct sales online, and you don’t even know you’re not talking directly to one of their agents. These are just kids in a call center who do not care about you or your problems.
I have been disputing a relatively small debt incurred when their sales agents made a mistake and set up an extra account in my name for home phone and DSL service. I was told everything was cancelled and now, two years later, I am still receiving collections notices. It is very difficult to navigate their customer service set-up in order to get issues such as these resolved. I expect to find a better company to deal with soon.
I am on the phone with my 5th AT&T customer service person, the second manager I have spoken to (the first told me last night I could cancel my service – soooo helpful). I bought into the 3G and IPhone Dec 2008. I had a DETAILED conversation first with an AT&T rep before i bought it to make sure I would have coverage in the areas I spend alot of time in, including NYC and my weekend home in the Hudson Valley, as well as many other places I spend alot of time. In my conversation I confirmed I would have good coverage in all those areas, he said he was looking at a map of cell phone towers and I should not have an issue etc. This was a 45 minute conversation as I had alot of questions, I was changing from Verizon after 10 years cell phone service so I wnated me make sure I would get what I needed from AT&T and the IPhone. So come to find out that the service in the Hudson Valley is not very good, and I call to discuss with them the chance to upgrade to the more powerful phone, which I learned from a neighbor here was MUCH better out here as the phone would work. They said I cannot upgrade at the $299 rate, but that it would be the 499 rate based on when I bought the phone. I explain I’m not someone who upgrades to the newest thing all the time, but in this case I feel I need to to have reliable coverage, but that since they told me the service etc would be fine here (where I now spend 80% of my tme instead of the 20% I was before) I felt that should let me pay 200 less to upgrade. They say they cant do that. I am going round and round with them. I cannot believe they wont just own up to the fact that they mis represented the product and coverage etc. and get me a phone (which I would STILL have to pay for) that will get me the service I was sold on and that I pay alot of money for monthly. I have much more I could say, but I’ll stop here. Suffice it to say, they have let me down. I am interested in finding the name and contact number of the Head of Customer Service for AT&T if anyone knows it. Thank you.
I have an update – I got a call later today saying that they would refund me $100 if I choose to upgrade, so either they pay the difference or if I get the 32GB phone (which I will as thats what my neighbor has whose works fine), they split the difference with me. I’m not sure what led to the change of heart, although the man who called me back said that they had brought the issue up to thier boss and this was what they could offer. So while its not perfect, it does seem reasonable to me, and its the first time I have gotten any kind of response other than “we cant help you”, so I’m feeling better about this. Not perfect, but better.
ya’ll are a bunch of whiny little girls. you blame an entire coorporation for the failure’s of certain individuals. get a grip. get a job. and if you dont like the service, you have 30 days to get out! there is no excuse for whining this much. if you dont like it LEAVE!
Ryan´s last blog ..First Haircut
Ryan –
Wow. What a snarky, sexist comment. And I do have a job – more than one, in fact – which is one of the reasons I needed a reliable connection and prompt customer service from the company.
If I had known about the sucky service and unclear terms in the first 30 days, I would have canceled. Now that the initial period is up, I’d be out several hundred bucks to cancel. My point to anyone reading it is for them to think twice about making the same mistake I did.
And Ryan, I, too, work and paid my good money to AT&T (to the tune of about $200 per month) for their products for…oh, 25 years??? It takes a lot to get me to switch from a company I’ve done business with that long, but they totally failed me and obviously couldn’t care less. 2 weeks to get a replacement modem? Don’t think so! Bye, bye, AT&T and Good riddance.
I’ve also been trying to find a way to contact a human at AT&T who can answer my questions. I am a Gophone user and it seems that as such i am only entitled to second grade service. I was recently on a road trip out west and got no service at all in north Dakota or Montana – not on the interstate, not in any of the major towns out there, nowhere. It seems that regular contract users can get some service but it too is very limited out there. My question is why, if there is contract service, do Gophone users not have access? Surely it is in the interest of AT&T for me to have as much access as possible so I can use up my minutes and buy some more, thereby contributing to the cash-flow of the company. Basic business 101 surely. But it seems that AT&T Gophone might not actually be AT&T, but some surrogate which has quite limited access to towers – even AT&T towers. I’m getting even more confused. Can anybody out there help me. I haven’t even been able to send AT&T an email because I can’t find an address – I just get in a loop from one webpage to another. All very frustrating. Help!!!!!
I wish I could help you (I can’t) but I can sympathize! I’m looking for an email too, and there’s nada! Bastards.
I found the address. If anybody needs to write to the CEO of At&T
Mr. Randall L. Stephenson, CEO and Chair
AT&T, Inc.
175 E. Houston
San Antonio, TX 78205-2233
Does anybody know the “mailing address” of the CEO of At&T. I need to write them a letter. I will send “cc” to the Attorney General’s office in our State, The Public Service Commission and to the BBB. I’ve their mailing addresses. I’m so FED UP with AT&T our phone is out for one week now. We called and were told a technician would be out , we were given the date 6/25 and time. Nobody showed up, when we called they said “the technicians are running late and somebody will be there”. At 9 p.m. I spoke to a supervisor who practically called me a liar saying “nobody told you that a technician will come at 6 p.m. because they do not work in the evening, you must’ve misunderstood” I e-mailed and only get an automated reply, but NO help. If somebody can tell me where to find the “mailing address” of AT&T’s CEO I’d be more than happy to look it up. I can’t see a mailing address anywhere on the net.
Thank you very much
don’t wast your time with the CEO. I, too, have a nightmare story about AT&T and recently cancelled ALL my AT&T services (mobile, DSL, local, and long distance.) I wanted the CEO to know what drove me to cancel after a lifetime of AT&T service, and received a call after about 3 weeks from his “executive assistant.” I explained my situation (an under warranty DSL modem gone bad that AT&T “forgot” to send a replacement for after I reported the problem…) This “EA” offered to give me 2 months free DSL service, but couldn’t address my other services…duh??? The CEO of the company can’t speak for all the services the company offers??? A letter to the CEO will only get pushed down to a minimum wage agent in a call center who has no authority. AT&T doesn’t care about their customers, regardless of the revenue they generate, and will eventually fail as a result. I’ll never use them again, ever!
AT&T has to be the worse for customer service. Charter ranks up there too.
The offshore support is usesless. You have to repeat yourself 2-3 times and you can’t understand a word the support rep is saying not to mention the line quality sucks.
I would say T-mobile has one of the better customer service groups open 24 x7.
Apple – please get out of the AT&T stranglehold and release an unlocked phone that will work on any network.
I have been trying for 3 days to get service connected to my daughters place in Vero Beach, Flordia.
I have spoken to 3 AT&T reps and have been told by all three of them that the service will be connected by midnight the same day. Number 1 – what kind of service is connected at midnight.
I have given the very same info to all three reps and am checking to see if they have taken 3 payments out of my checking account. Number 2 – why don’t your service reps have access to what another rep has done on a case.?
I am so very frustrated with trying to get service (brand new service, you would think that they would be grateful to have a new customer) that if I do not get any type of service from them tomorrow, I will spend my money someplace else.
There is also no-one that you can email about this problem. I have been on line for an hour trying to find a email address to see if maybe I can get some answers from another source.
Man, this just really stinks!!!!
Here I sit with no phone. It has been 4 days. At least when I Bell South I certainly didnt wait 4 days to get my land line back in service. Thank goodness my computer doesnt run on a land line. I have already canceled one line and I am thinking very seriously about going to another phone company or just use my cell phone. This is very disturbing to me as I pay all my bills on time and I cant even use what I pay for and I will be charged for this 4 days,as well.
It really isnt about the money..it is about NO SERVICE!!!!!!
AT&T is hands down the worst cell service I’ve ever had and I’ve had Tmobile, Verizon, Sprint and Nextel.
They deliberately mislead you, and they nickel and dime you to death. I did some research before I signed up with them and opted for the unlimited data plan. On their website when you go to “Data Plans” the intro text says:
“Data Plans: More ways to stay connected –
Sometimes you need to do more than talk. AT&T’s Data plans keep you connected to your world in the ways you need most − text, email, IM, video messaging and more!”
The very first type of data they mention is TEXT. Clearly TEXT is a data service, so I signed up for the unlimited data plan. One would assume I’d get unlimited data, instead I only got unlimited internet. I got charged $0.20 per text message. I called them up and the customer service rep looked at the website and apologized profusely for what she deemed to be very misleading. She transfered me to a supervisor who basically refused to look at the website and told me to go f#@k myself. I gave up and decided to add texting… until they told me that it was another $30 a month!!!! What a low down dirty bait and switch scam they are running. As soon as the Palm Pre comes out I’m ditching AT&T and going back to Sprint.