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Monday, June 07, 2004

So unhappy with AT&T Wireless right now.

I am billed as though I started service on 5/13/04, which is wholly inaccurate. I received my phone on 5/21/04 and called to activate service that day. Please correct my bill promptly.

I never heard back from my last email inquiry, have waited 4 times on the phone in the last five days, and finally sought out a AT&T Wireless store for lack of any other means of support, where their systems were down. So far, I'm far from impressed with your customer service. I once waited on hold for 47 minutes, only to be disconnected from the system. Another time, I waited and finally got through, only to have the customer service agent hang up on me, apparently because there was some mix up in my billing information and I couldn't guess what zip code you had on file since it wasn't my actual billing address zip code. The other two times I called, I was warned of an over 20 minute wait, waited for 30 minutes, and didn't have time to keep waiting. When I mentioned all of this on Sunday to the clerk at the store, she said, "Well, if it's ever over 20 minutes, just hang up and call back later. EVERY time I've called, the wait has been more than 20 minutes. What do I do then? She said that the reason the system hung up on me after the 47 minute wait was that it was supposed to do that after 45 minutes. I can't begin to tell you how angry that made me. My patience is rewarded with programmed rejection? Absurd. I'm out of patience now.

Please fix my bill promptly, otherwise I will discontinue service immediately. So far, the only thing that has impressed me about AT&T is the service coverage, and that's just not enough.

Edit: Apparently, I'm not alone. Oh that's so very comforting. Not.


  • AT&T wireless customer service is AWFUL. You should have a chat with Mark if you'd like to commiserate on shitty service - he's been working on renewing our contract and getting us new phones for two weeks now. We actually have the phones (finally) but there have been account complications and every time we talk to them we get a different answer. LIterally every time.

    I've been with them for a long time however, about 7 years. I actually look forward to renewing my contract for two years this time which basically ensures I won't have to talk to them again for that long. The coverage is good, the deal is the best. I deal with their garbage once every couple of years and enjoy good phones the rest of the time. Sigh. I know, I'm just letting them get away with it.

    By Blogger BlackSheep, at 4:39 PM  

  • Oh and email me at gmail and I can get you a helpful phone number Mark's been using....

    By Blogger BlackSheep, at 6:19 PM  

  • I've had nothing but stellar service from them. The trick, I guess, is actually using their brick-and-mortar stores.

    By Blogger Paul, at 11:49 PM  

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