Positive AT&T customer service stories?

Sigma 70-200mm f/2.8 EX DG APO IF for Pentax

07/18/2011 09:11:09 PM · #1

I'm hoping that the service gets better, yes? My encounter so far has been a bit less than ideal. I called last week for the bundle - AT&T phone and DSL internet, and Direct TV satellite service. They don't really talk to each other much, though, do they? The AT&T phone and internet people didn't coordinate with the DirectTV people, so it turned out my phone was scheduled to turn on AFTER the Direct TV appointment, which doesn't work. So I called Friday to reschedule the phone and internet to Monday. No problem! Called this morning to check - problem.... seems someone changed the internet connection but not the phone, and the phone needs to be on for the internet to work. But hey, no problem, we'll take care of it today! Except it never did get turned on and the order still shows Wednesday evening. I was on hold for an hour this afternoon. Sigh. I hate phone companies almost as much as unpacking boxes. As it stands, I'm betting I'll have to reschedule the DirectTV hookup and I'm running out of time off... You think they'd talk to each other, but no... that's asking entirely too much.

So does anyone have a GOOD story to tell about AT&T customer service?

Nobody

Pentax K-S2

07/18/2011 09:20:45 PM · #2

The best thing I ever did was switch to comcast ( and with their reputation, that is saying a lot).

I dropped att for dsl and phone, because I couldnt get them to resolve a line noise issue.

The final insult was after dropping those services but keeping my cell phones (6, half still with time committments, they threaten to cut off my service due to an unpaid bill. It turns out that, when I dropped from 3 services to 1, my account number changed and 1) they failed to mail the new bills to me and 2) a payment that was in transit on the old account number was never credited to the new account. AND, they couldn't make the transfer, but instead had to send me a check so I could deposit it and mail a new one.

Their back office is a joke.

ambaker

Google Glass Google Glass

Canon EF 70-200mm f/2.8L USM

07/18/2011 09:48:15 PM · #3

AT&T has customer service? When did that start?

jamesgoss

Canon EOS-400D Rebel XTi

Tamron AF 18-200mm f/3.5-6.3 XR Di II for Canon

07/18/2011 09:51:39 PM · #4

when you call them and complain about how much their internet goes down, they'll discount your bill. I got tired of my internet going down every day between 11-3am, and this was the result.

but yeah.

avoid them if you can. I had no other choice in my area.

Canon RF 24-70mm f/2.8 L IS

07/18/2011 10:19:31 PM · #5

I had Cox at my present location and the service was excellent. No complaints, very helpful, consistent service, etc. But unfortunately, they don't provide service where I'm moving to. My other alternative (other than AT&T for phone and internet, and DirectTV for TV) is Time Warner. I've had problems with them in the past, but am beginning to think I'd be better off with them even though they'll have to wire the house, than with AT&T. The only reason I went the AT&T route is that is what the house is wired for, both for internet and TV (satellite dish and feed).

Sigh. I was hoping someone could tell me it'll get better!

kirbic

Canon EOS R5

07/18/2011 10:22:05 PM · #6

We've had AT&T DSL since early last decade... it's been a bit of a roller coaster. The service itself is mostly good, though the speed/price equation currently isn't the best. The customer service *really* sucked for a while, but the last couple times I have called them, I have had *very* short waits, and problems resolved. They had most of their support off-shored, and have shifted a good portion of it back, which is positive.
Overall they are not the best, but they are far from the worst, in our area. Now, don't get me started on their rip-off land-line service ;-)

FourPointX

Canon EOS-60D

Canon EF 50mm f/1.8 II

07/18/2011 10:28:01 PM · #7

two summers ago they accidentally turned off my internet service. it took 3 weeks and literally 50 calls before I got it turned back on (after sending emails to their top 10 officers, which i believe is what finally got them moving). the absolute worst customer service possible.

DCNUTTER

Canon EOS-7D

Canon EF-S 15-85mm f/3.5-5.6 IS USM

07/18/2011 10:35:06 PM · #8

I fully expected to see zero comments in this thread. LOL.

Dave

07/18/2011 11:18:38 PM · #9

I just checked online. I now have two order numbers - one for tomorrow and one for Wednesday. I cannot talk to anyone as it is now outside of their customer service hours. When I do call, I have to input my phone number twice - first time he has no record of it ("he" being the recorded voice), second time he miraculously finds it. And the hold music is enough to make you want to hang up, which I fully understand is very intentional.

Time Warner horror stories? Do I can AT&T and switch now??

Art Roflmao

Canon EOS-6D Mark II

Canon EF-S 15-85mm f/3.5-5.6 IS USM

07/18/2011 11:18:53 PM · #10

Nobody doesn't like AT&T.

DCNUTTER

Canon EOS-7D

07/18/2011 11:20:17 PM · #11

Originally posted by Art Roflmao:

Nobody doesn't like AT&T.

LOL...that and Sara Lee!

GeneralE

Canon PowerShot S3 IS

Canon 12x IS USM (S3 IS built-in Lens) -- 36-432mm (35mm EQ)

07/18/2011 11:59:36 PM · #12

My phone line was out of service for about four days last month -- a problem in the line between the switching office and my house. Fortunately(?), the DSL side of the line continued to work pretty normally.

Once they finally got the proper technician dispatched (not from the switching office down the street from me, but another division across town), he was able to locate and repair the problem in less than an hour; he called be to let me know it was working, and gave me his card (with a direct phone #) in case I had a further problem.

Later, acting on the suggestion of the repair staff, I called customer service, and they gave me a one-week pro-rated credit on my bill to help compensate for the outage.

I find that, with most gigantic institutions, the organization is incompetent and loathsome, while the individuals who slave for them tend to be as helpful and professional as their situation allows.

If you really want to stretch your imagination, I recently had several recent positive interactions with representatives of the IRS ...

fotomann_forever

07/19/2011 12:00:21 AM · #13

Originally posted by Melethia:

So does anyone have a GOOD story to tell about AT&T customer service?

This one time in the AT&T parking lot, I ....

Tamron SP 24-70mm f/2.8 Di VC USD Canon Mount

07/19/2011 11:55:23 AM · #14

Dear AT&T:

I ordered service on a Tuesday, I think it was. The customer service representative was wonderful! I ordered phone, internet, and DirectTV. Everything was set to be installed Wednesday, a week later. Then I received the DirectTV install information on Friday and they said it best to have phone and/or internet installed prior to the DirectTV installion. In reading the fine print, I noticed the phone and internet were scheduled to be installed by 8 pm on Wednesday, but my DirectTV install was 8 am â�� 12 pm that morning.

So Friday I called 1-800-288-2020 to see if I could change the phone and internet installation date. I was told I could, and we rescheduled for Monday.

Monday morning I called to check â�� was told that the phone was rescheduled to Monday but the internet was still Wednesday evening. I asked that it be changed to Monday, she put me on hold, came back, said it was good to go.
Monday afternoon I drove to the house, plugged everything in, and no phone, no internet. Called the 1-800 number, was told it was too late in the day for service to be started, went through the whole story and was told everything would be turned on by Tuesday. Asked to speak to a supervisor, who also assured me everything would be on by Tuesday.

Tuesday morning, I checked online and the order still showed the internet turn on was Wednesday evening. Hereâ��s where it gets fun: called the 1-800 number to at least verify the phone turn on date was still today, and got â��Your call cannot be connected as dialedâ��. Tried again, same result. Finally got ahold of someone via internet chat. Was told the phone was scheduled to be turned on today, but the internet cannot be turned on until tomorrow night.

Tried calling the 1-800 number again as the chat was interrupted â�� still does not connect. You are a phone company and I cannot connect to your 1-800 number? So I chatted with a sales agent who gave me a number for the California customer service team. Got someone, went through all of the above, then he transferred me to â��someone who can helpâ�� who had no idea who I was, or why I was calling, and I really didnâ��t want to go through everything again.
I am appalled at the level of customer service. But I also realize you have no real reason to do any better as you will have customers regardless. It is a sad state of the industry, I suppose.

I will wait to see if my service is turned on as scheduled. If not, I will live without a hardline phone and will get my internet service elsewhere. I also called DirectTV and suggested they quit offering their services bundled with AT&T.

Mike

Canon EOS-5D Mark II

07/19/2011 12:06:53 PM · #15

Originally posted by Melethia:

So does anyone have a GOOD story to tell about AT&T customer service?

i have had stellar ATT cellular service for nearly 10 years, they even let me upgrade my phones early. I also have great service with Comcast. however i have had nothing but problems with Verizon in the past.

Message edited by author 2011-07-19 12:07:12.

Olympus 17mm f/1.8 M.Zuiko

07/19/2011 12:16:59 PM · #16

I am SO sad that Cox does not provide service to my new location. SO very sad.

Any good luck with Time Warner??

PennyStreet

Olympus OM-D E-M1

07/19/2011 12:36:28 PM · #17

Time Warner on the East Coast (NYC) is WAY far superior to ATT..... don't know if you can trust that as a reference though.

hihosilver

Nikon D200

Nikon AF-S Zoom-Nikkor 28-70mm f/2.8D IF-ED

07/19/2011 12:38:25 PM · #18

Deb...I have my phone, internet, and cable TV packaged through Time Warner. On occasion, I've called to have the line re-provisioned which was done immediately. But, other than those two or three times, the service has been good and customer service always helpful.

Message edited by author 2011-07-19 12:42:42.

kirbic

Canon EOS R5

Canon RF 24-70mm f/2.8 L IS

07/19/2011 12:40:39 PM · #19

Originally posted by PennyStreet:

Time Warner on the East Coast (NYC) is WAY far superior to ATT..... don't know if you can trust that as a reference though.

Time Warner has a good reputation in Wisconsin as well, but not available everywhere. In my locality, I have one choice of cable provider, Charter. I have no direct experience with their internet service, so I can't speak to that. Their cable packages are all geared toward those willing to spend $100+ per month on cable, while enduring the agony of a rented cable box. WTF?? Why do I want a crappy cable box again? I got rid of that in the '90s!

Mike

Canon EOS-5D Mark II

Tamron SP 24-70mm f/2.8 Di VC USD Canon Mount

07/19/2011 12:46:28 PM · #20

Originally posted by Melethia:

you are going about it all wrong, especially if you have choices. call up to cancel your service, that should get you a "customer retention specialist" if not, ask for one. tell them if someone doesn't get out to your house to get it set up asap, you are gone, and that you want special pricing for the inconvenience.

you may need to call back a few times to get the right rep.

if that doesn't work, go with another company.