Friday, June 8, 2012

Why I Hate @ATT

As a consumer, I love the platform that a blog gives me.  Although I'll never be viewed as much as a Consumer Reports website or maybe a CNET, I still get my share of readers.  I absolutely hate the "service" given at AT&T.  That, to me, is the most incompetent company I've ever dealt with in my life.  Let me share with you an experience so new readers can understand why I hate AT&T...

I had crappy DSL speeds.  Being a former Bellsouth customer, the maximum speeds for DSL was 3.0 mbps.  That's not very fast.  Even some of the shortest YouTube videos would buffer.  After U-Verse arrived in my area, I figured I'd upgrade to a faster speed.  After all, it's only $5 more per month to upgrade to 12.0 mbps.  That's four times the speed that I currently have.  My Hulu+ videos should pop off of my TV with that kind of speed!

So, I order the equipment.  AT&T offers to install everything for you for $150, but I'm a nerd, so I don't need no stinkin' professional installation.  I get an e-mail after placing my order (Wednesday) that states that my equipment will arrive on Monday.  Alright, cool.  Monday arrives and at 10 AM, The Mrs. calls me at work.  "Hey."

"Hi, how are you?"

"I'm fine, but the internet is down."

"Down?"

"Yes."

The idiots at AT&T disconnected my internet service before I even received my new equipment.  How dumb is that?  Why not wait until the equipment arrives and the person calls in to activate it?  Now my Furious Level is at an 8 (it pretty much stays on a 6 year around for AT&T).  The Mrs. calls AT&T to see what's going on and she gets a recording.  "If you're equipment has not arrived, please press 2," says the recording.

She presses 2 and the recording gives her the number to UPS.  LOL!  Really?  You cut off our internet servive and then throw UPS under the bus?  Anyhoo, the equipment arrives around 530 PM and The Mrs. takes everything out of the box.  Keep in mind that AT&T "offered" professional installation for $150.  We plugged in the DSL filter to the phone jack, plugged in the power to the modem, registered online and were up and running in 10-15 minutes.  And they were going to charge $150 for that?  A rip off!  I know there are some non-confident or eldery people not capable of understanding how these things work, but to charge them $10 per minute for something that easy is criminal!  That's easily a $40 job on the high end.  I personally wouldn't charge a customer even that since AT&T had already charged me a $100 "activation fee" just for signing up for their upgrade.

I hate AT&T.  I flat out hate the level of "service" they provide.  Just like the government, they have so many divisions and branches that one doesn't know what the other is doing.  I was told less than two months ago that I didn't have U-Verse in my area by a BellSouth agent.  I went online and chatted with an AT&T rep last week and found out that it's been in my area for almost two years.  This is what happens when you become so large of a company that you don't even know what the left hand is doing because it's too far gone from the right.

I use AT&T not because I want to, but because I have to.  The only other provider in my area is Comcast and from what my co-workers tell me, their service goes down more than a Kardashian at a sporting event.  So, I'm stuck with AT&T. (Sigh)  And to top it all off, my internet download speeds that are supposed to be "up to 12 mbps" have yet to even cross 7.0 mbps.  I'm not even getting 75% of the speeds that they promised!  When I had 3.0 mbps, I consistently got between 2.5 and 2.8.  Now I can't even get 8.0 mbps?

If I didn't still have friends working there who need their jobs, I'd go straight to my local news station with this.

 

33 comments:

  1. You're paying for 12 and getting 7? That's a better deal than mine. I'm paying for 50 and only getting 12. I think their ratio is a little messed up.

    AT&T... I left them years ago, and I'm not surprised to see they're still as horrible as I remembered...

    ReplyDelete
    Replies
    1. 50 and 12? Dude, that's robbery! Ridiculous! How can they not even at least get 35? I hate AT&T. I truly do.

      Delete
    2. I AGREE 100% ATT IS REALLY A BUNCH OF FRAUDULENT IDIOTS!

      EVERYONE SHOULD FILE FORMAL COMPLAINTS TO THE FCC, BBB AND CONSUMER AFFAIRS!!!!!

      kem putar in reply to Wad Starian (Show the comment) 1 minute ago

      CLEARLY YOU WORK FOR AT&T, WE'RE ALL ON TO YOU!!!!!!

      AT&T IS UNPROFESSIONAL AND CLASSLESS!!!!!!!

      I CAN'T TELL IF THEY LOOK TO HIRE STUPID PEOPLE OR THEIR MANAGEMENT SCRIPTS THE STUPIDITY AND FORCES THE EMPLOYEES TO SOUND STUPID!!!!!!!!!

      EITHER WAY THE EXPERIENCE IS TERRIBLE!!!!!!

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    3. that was in response to at&t rep disrespecting a customer

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    4. AT&T offered to upgrade my U-verse Internet from 3 Mbbs to 6 Mbbs for free for one year. Now I am getting charges for an equipment upgrade, and they refuse to stop charging me. They say I made the change online on May 30, 2015. My bill say May 29, 2015. The change was made over the phone on May 27, 2015.

      They insist I made the change online. The first time I logged on to my AT&T account was, June 7, 2015 when I noticed the increase to my bill in an e-mail they sent me.

      I suggested that since they are renigging on their offer that I need to go back to 3 Mbbs. Their response: Even if I downgraded, I would continue to be charged the $7.00 a month every month. In other words, there is no recourse.

      When I asked the online chat customer service agent who continued to insist that I made the change online for proof of the transaction, he told me to go to an AT&T store, and that they would continue to charge me every month.

      This is so dishonest!

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    5. That is so crazy! Part of the problem is that they are so big that one branch doesn't know what the other is doing. Secondly, there is no accountability. I'm terrified to make any changes on my account because I'm afraid that they will screw something up that can't be fixed. That's not the way to do business.

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  2. It's because they don't give a shit.

    They sign up everyone and their mother for DSL and wonder why the lines are so jammed up. And then they don't even BOTHER upgrading the lines to handle all of it because it would be "too expensive." REALLY?

    I hope that Dish or whatever was hocking that Internet satellite service at CES gets off the ground. Otherwise there will be parts of the country that will never see anything better, because AT&T and others will never care.

    ReplyDelete
    Replies
    1. Good point, James. If they are jam-packing all of their customers into insignificant bandwidth, then that would be a huge problem. Until they upgrade their technology and "widen the pipes," then it will be hard to get speedier service for some people.

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  3. How funny...I just got into it with AT&T (also my internet provider) last week. I HATE AT&T with a deep, seething, vile passion! And my dad WORKS for AT&T! I have Verizon (another bitch of a company) bc my dad tells me on the regular how bad AT&T cellular service sucks. I'm in the same boat as you though - no viable alternatives bc Comcast is the "other" choice here. What do you know about hughes net? That's a satellite internet service, right? I need to do some kind of research...I'm seriously sick of AT&T.

    ReplyDelete
    Replies
    1. I'm pretty sure that they're all one-in-the-same, Reck. Sadly, because options are so limited, it's really a matter of choosing the lesser of two evils. It's all about getting the most money for doing the least amount of work. Profit, profit, profit.

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  4. Q. I just heard about your moms. I am very sorry for your loss. Anything I can do?

    ReplyDelete
    Replies
    1. Hey, Mooner! The family and I are doing okay. We're better each day. Thanks for asking!

      Delete
  5. Just saw this blog about the Devil's company and had to respond.

    TRUE STORY
    I tried that U-Curse crap and had to call for service 4 times within the first 3 months. I told them to cut it off. They refused and kept sending me bills even though it wasn't working. Had to stay on the phone an HOUR to get to someone relevant to cut the service. THEN had to ask Them to send me the boxes to send the DVRs back. AND THEN had to file a complaint because the tried to send me to collections saying I hadn't sent them back although I had the tracking receipt as proof!! So yes, they are the Devil's customer service reps! Never again!

    ReplyDelete
    Replies
    1. Wow, Jan! That's a horrible story! I'm glad that you were finally able to get it resolved! That sounds like a nightmare!

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    2. Yes, but I've been free 2years now with Satellite tv and Wi-Max internet :)

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    3. I have DirecTV, so luckily, I don't have to fool with U-verse. They have some good concepts, but I don't care for their HD quality.

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  6. I AGREE 100% ATT IS REALLY A BUNCH OF FRAUDULENT IDIOTS!

    EVERYONE SHOULD FILE FORMAL COMPLAINTS TO THE FCC, BBB AND CONSUMER AFFAIRS!!!!!

    AT&T IS UNPROFESSIONAL AND CLASSLESS!!!!!!!

    I CAN'T TELL IF THEY LOOK TO HIRE STUPID PEOPLE OR THEIR MANAGEMENT SCRIPTS THE STUPIDITY AND FORCES THE EMPLOYEES TO SOUND STUPID!!!!!!!!!

    EITHER WAY THE EXPERIENCE IS TERRIBLE!!!!!!

    ReplyDelete
    Replies
    1. Sounds like you've had your share of bad experiences with them. I do think that once companies get a certain size, they don't realize how "red tape" can prevent the customer from being serviced more than protect their interests.

      Delete
  7. ATT sux. You can't get to talk to a live person. You sit on hold no matter when you call. And the first thing AT&T asks about is that stupid uverse.

    ReplyDelete
    Replies
    1. You're right about that. I takes forever to get to a live person on the phone with AT&T (and DirecTV). Then what really blows is when you wait 12 minutes only to find out that you need another department. AT&T has so many divisions that they don't even know what the other does.

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  8. I was transferred five times today while calling at&t to resolve a mistake they made. They sent us a refund check by mistake which we didn't cash because knew it wasn't ours and then they sent our account to collections saying we owed them their check amount back. When I finally was at the dept. that was supposed to resolve it the girl accidently hung up on me. She didn't call me back even though you know they have my phone number:) HORRIBLE customer service. When I called back and got transferred three more times they told me the only way to resolve their mistake was to cash their check and pay their bill. I said I shouldn't have to. They should cancel the check after all it was their mistake and I am the customer and they should be providing the service. They said that would take two months and by then I would be receiving collection calls. I am going to cash the check and give them their money back...BUT I HATE AT&T

    ReplyDelete
    Replies
    1. Sounds like a nightmare! LOL! That is absolutely ridiculous to think that you should go through all of that for their mistake. And you're right: how come phone companies never call you back when you get disconnected? You know they have your number. LOL!

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    2. LOL! No doubt thousands echo the sentiment!

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  9. Below is what I wrote ATT when they asked me if I would recommend ATT to a friend:
    I am having problems with ATT ever since I made the stupid mistake of switching from TWC. Internet speed is alright, but customer service is the worst ever. I have spent several hours on the phone trying to fix billing issues, service issues, and nobody seems to know anything over there. Besides that, what company in the world makes a customer go through 3 --- yes, 3 different automated service responses over the phone before connecting you with a real person. Additionally, when I finally can speak with a real person all the info I previously provided to the 3 different automated responses (average of 10 minutes each of my waiting periods) are not in the system and the agent will ask me all the Goddamn same questions all over again. Agents, managers, and so on...every single employee at ATT who promised would call me back, never did. Some managers are very poorly trained, and sometimes even rude on the phone. The other day, I was on the phone with an agent trying to fix an issue with my modem and the agent, whom couldn't figure out the problem, transferred me to the automated without my permission, and finally the call was dropped. Finally, what kind of company does not provide 24/7 customer assistance and/or technical support? ATT is a joke, and the only reason I haven’t yet cancelled my service is because of the early termination fees. I would never recommend ATT to a friend. Are you crazy? I would lose that friend.

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    Replies
    1. ...wait until you have to deal with the Satan in the Philippines. The Philippines is their after hours / overflow hole. They are passive-aggressive and mean.

      Don

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  10. LOL! Wow! That's the nightmare that so many people go through and you've verbalized it perfectly! It's a shame how lame the automated system is and the fact that when it connects you to a live person that they have no idea who you are. No one at AT&T wants to help you. And if you have bundled services, then you'll have to make multiple phone calls in order to handle Wireless, Internet, Home, and Cable. There is no one-call resolution or one-stop shopping with AT&T. They're so huge that one doesn't know what the other is doing and it's pathetic. Thanks for the comment and good luck finding someone else once that contract is over!

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  11. The four times my daughter or myself have ordered a change or something new - it has NEVER been correct - Always overload us with stuff we never ordered or wanted (monthly payments for a year) for moving modem from one room to another. I feel sorry for the innocent, underpaid reps who take the angry calls - I apologize in advance. I'm full of dread when I open their bill - apparently the billing department stands alone - never seems to know why the bill is wrong - wait on hold 30 minutes, etc.n and still no answers.

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    1. I'm so sorry you've been through this, too. It's frustrating and the representatives who truly want to help have to catch the backlash of angry customers. It's sad. Thanks for your comment.

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  12. -I have dealt with AT&T for several months now.. about my bill, for my Phone and My uverse.. its freakin ridiculous .. they are abunch of idiots.. I have tried and tried to tell them ever since we changed to uverse to get my due date on the bill.. the same as it was.. with my other bills.. and they can't get anything right.. and then charging me an outrageous amount on my bill.. I can't stand At&t for phone and internet.. and I WILL never have there Cell Service.. Ever Never.. Verizon .. I have been with for more than 20 yrs.. now.. and its the best.. I have the Address to Send any Complaint letters to.. and its.. AT&T P.O BoX 5080 Carol Stream, IL. 60197-5080.... So send all your Complaints to that Address.. I"m planning on Writing my letter.. Once I got that address. I wanted to put it on here.. So thank you..

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  13. This is by far the worst company that I have ever had to deal with. They lie, steal, cheat and hire people who have no idea what they are doing. Direct TV, you may want to find a way to distance yourself with AT&T or try to TAKE OVER their whole operation. AT&T Customer Service scores way below a -0, more like a -1,000,000,000,000,000,000, can I go on? I signed up for service with AT&T AND Direct TV earlier part of November. When the tech finally made it to install the AT&T Internet box, told us it was an issue outside, he left and never came back or called. I gave them a whole 24 hours to call me but nothing. I finally called them and was told there was an issue with the outside line and someone would call me in 72 hours (3 days). I waited 3 days and no call. I called them back and while on the phone had another representative call me and tell me that I was decline then said no wait, we call to reschedule for service. I called them back and the person whom answered the phone said there was no call to me and that it would take a week or two for someone to come out, and still no guarantee that even then they could get someone out to fix it. I hung up and called back to cancel the AT&T service as well as the Direct TV service. The person I spoke with cancelled the AT&T (he works for AT&T), and Direct TV...I received a confirmation number for both. I was told I will have my money back within 24 hours. Direct TV refunded my money as promised. However, AT&T still has not given me money back. I have called every day since Nov. 24...I was told the first time I would have my refund in 24 hours. I got my money back from Direct TV in 24 hours. AT&T NOTHING! I was told it will take 61 days, 45 days, 14 business days, 5-10 days and 3-5 days. I am so fed up with them I could scream. I hate when a business tells me that. It didn't take you 61, 45, 14, 5-10 or 3-5 days to take the money out of my account, so why does it take that long to put it back in my account? Hire a group that does nothing but give CUSTOMERS BACK THEIR MONEY!!! I have spoken to so MANY so called supervisors. I was given confirmation numbers, escalated numbers and it was all for nothing. I was told this morning, they never cancelled my service, they stopped auto pay. Auto Pay? I never signed up for that!!! So, Why? Another issue that they are dumb and don't have a clue what they are doing....The last woman I spoke to kept telling me she sorry, I don't care about you being sorry. I said that doesn't work and I know you are not to blame, but the fact still remains I don't have my money!!! To keep repeating I'm sorry doesn't help. That does not help me get my money back now does it? She said I need your permission to refund your money in 3-5 days, or you can call your bank. I would have to lie to my bank and say it was unauthorized to get my money back or wait 14 days to see if they refund it. I want to just scream! I wish I could say what I really want to but, I could get arrested for the words! I DISLIKE, because HATE is such a strong word and I want to get into Heaven! I will post on every site to tell people to stop doing business with AT&T. There are other companies that are more than willing to help and treat customer’s right. AT&T Customer Service is: HORRIBLE! Did I say HORRIBLE? I can't stand them! I wish they would get shut down! I work in a building and next door to many other buildings that are always asking for companies to recommend. I will NEVER EVER RECOMMEND AT&T EVER! The President of AT&T you suck and so does your company customer service reps. Lies, after lies, after lies keeps coming out of your mouth!!! STOP IT! PLEASE STOP THE DAMN MADNESS! GIVE ME MY DAMN MONEY BACK!
    Signed,
    A PISSED OF CUSTOMER

    ReplyDelete
    Replies
    1. Wow, this appears to be a horrible experience! They haven't a clue how to give customer service. They are so big of a company that the left hand doesn't know what the right hand is doing. I'm so sorry you experienced that.

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