More on AT&T

Saturday AT&T was supposed to send a repairperson between 8 and 10 am. No one came. At 11:30 am I called customer service. I got the usual empty apology. I answered all the same questions because it seems no records of accounts.

I was told that someone would be here by “close of business,” though the operator couldn’t tell me what time the end of business was on a Saturday. We had to rearrange our schedules for the whole of Saturday so that someone was always home.

By 4:50 pm no one from AT&T had come. I called customer service again. I waited and waited to find out when someone would come. I was on hold waiting for the operator to come back but by 5:10 I had to leave for a dinner at 5:30 pm.

Though the clerks always ask for an number to call should we get disconnected, no one left a message.

Today I called for the eighth time. Yes, eighth! The first woman needed the full description again. She then put me on hold and abandoned the call. After 25 minutes someone picked up the line. (I wasn’t about to start over by hanging up and starting again.) A man got on and asked for a recap. He then — believe it or not — said this was not his department and that he had to transfer me. Wouldn’t you know he dropped the call?

It could have been accidental, but employees of a PHONE country who work the PHONES should know how to use phones.

I spent some time on the Better Business Bureau’s page for AT&T. The stories of AT&T’s slip-shod, disrespectful service are awful, just awful. AT&T’s responses are the same canned, insincere response is the same to all. No one that I’ve seen gave AT&T more than one star, many explain that if they could give him zero, they would have.

We need service. We pay for the service. We’ll probably switch, but the other company is just as bad. I think they both count on this.

I’m going to try to find the phone number of the VP of Customer Experience or whatever they call it, if there is such a person.

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9 thoughts on “More on AT&T

    • Today I did and was told they didn’t have one. I asked who was the executive in charge of customer service and was told that the operator had no idea. Then I asked what state the operator was in and Kevin, the operator said he wasn’t permitted to say, which is just wrong. I pressed him to ask if he was in the US and eventually learned he wasn’t. No surprise.

      We did receive new equipment to hook up and after some trial and error, I did, but our main TV is still messed up. Someone from AT&T Esculated problems called and told me he couldn’t help, but would have someone else call. An hour later someone called and after explaining the situation she booked another appointment for tomorrow en shalla.

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