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AT&T Incompetent Customer Service
Three days ago I was approached in the grocery store by an AT&T representative to upgrade service. "It will only be 8 minutes" I was told. It was actually more than 30 minutes, but he was polite. I was offered a $150 gift card to upgrade my Internet-1000 to Internet-2000. I was also offered a free Samsung phone to switch services from Xfinity. I paid a $20 fee and set up an appointment for the new modem installation. Today is the installation day where I sat for three hours waiting and no one showed up. I return to the confirmation email for info and call the number. I am told that my order was cancelled because I am an existing customer. This makes no sense because the Rep knew this and it was an UPGRADE. After being disconnected TWICE and having to explain repeatedly to incompetent people who continually say "Sorry for the inconvenience," you can stick a fork in me because I AM DONE. When I finally receive my credit I am asked if I want to hear about upgrade service offers. You are kidding right?
my thoughts
Former Employee
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22.5K Messages
5 months ago
Upgrading without a reward is different than upgrading with a reward…
As an existing customer internet 1000 is $85 before discount while internet 2000 is $155 per month before discount.
You would be agreeing to pay $70 more each month to upgrade.
You can check online under your account for pricing and any possible promotion(s).
Do you have the BGW-210 or BGW-320 gateway?
If BGW-320 what color is the SFP on the back where fiber connects, green or red?
If red, do not need a tech appointment just an admin change of profile.
If have green or the BGW 210 you do require a tech appointment for upgrade.
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chrishouse
Contributor
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5 Messages
5 months ago
I agree 99% with the title of your comment. However, I would add unethical to the title. What is being referred to as "Customer Service" is little more than a High Pressure Sales Force masquerading as customer service. It is intentionally structured so AT&T management can keep just enough arms length and plausible deniability to say "oops, we are so sorry, this is the case of an accident/misunderstanding/miscommunication/rare misfortunate circumstance".
See my post about the way AT&T (mis)treated an elderly disabled lady who has been paying them nearly $200/month called there "customer service" and tried to get her service moved. I got the same treatment when I called on her behalf (and ironically, nobody requested a customer satisfaction survey).
In my case, I intend to share with the Alabama Public Service Commission and ask AARP to do the same on her behalf. I am not so naive to think one complaint will change anything, but if enough people complain, it will make a difference, especially if enough publicity can be generated to highlight the complaints.
My personal experience with AT&T "Customer Service" has also been a nightmare. Multiple times in the past I have had to dispute unauthorized and improper charges and changes to my personal/business accounts. Though AT&T made the process very laborious (Intentionally I believe) I eventually won on every time. I will never use them again for anything and discourage everyone I can influence from doing so. Again, I have no notions that me doing this will have any impact on AT&T's way of doing business, but eventually enough people will follow my lead and it will impact the bottom line and methods of operation.
Don't be dissuaded by the multiple AT&T apologists/rationalizers/explainers posting here, often distorting the issue, to defend AT&T.
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