This is a formal complaint directly to you, because it is obvious that your customer service center, including the management thereof cannot correct the issues that your company has.
I have been a customer of AT&T for over 2 years, since I moved to the Austin area. I have recently dropped AT&T wireless service because of the exceedingly poor wireless network service. The problems I experienced included dropped calls, on a daily basis; text messages not being received in a timely fashion (on multiple occasions I had received the previous weeks worth of text messages in just a few minutes); and horrible data connection speeds. These were not isolated instances. You may check the record of my calls to the AT&T Customer Service Center. This was a monthly thing.
I also need to inform you that your customer service system may be costing AT&T a significant amount of money, if my experience was any example. Over a period of three days, I had talked with 4 CS reps, three managers, two technicians, and a technician manager. The first 5 people I talked to wanted to replace my wife and my smart phones as warranty replacements. I was dissatisfied with this, so I finally talked to a level 3 tech who asked if I had replaced the SIM card. Since that was the first I had heard about it, I went and had them replaced and everything was fine for a time. But still, replacing 2 smartphones, when it was a SIM card issue? Really?
Unfortunately, that did not fix the problem. At one point I was told that the local tower was old and scheduled to be replaced. Unfortunately, I was told this for over 9 months (roughly). If they ever did replace the cell tower, it did not help.
The problems don’t stop there either. In December of 2010, ATT replaced its website and computer billing system. I know that it was December because for the previous 21 months, I had paid every bill on-line through the AT&T website. Since December 2010, I have not been able to logon to the AT&T website without significant technical support from an AT&T rep. I have a monthly meeting blocked out for two hours on my calendar to call AT&T and try to log in to the ATT.com website to pay my bill. Seven months later and I have yet to successfully login.
Everything has been tried, up to and including deleting my entire ATT.com profile and me starting over from scratch.
In the middle of this (May 5th to be exact), I dropped AT&T wireless service and moved to Verizon. Unfortunately, no amount of effort on my part or ATT.com CS reps can remove my wireless information from being the dominant profile in the ATT system. I cannot even pay ATT for my remaining services without calling ATT. Needless to say, this is annoying.
In point of fact, dealing with AT&T has been the single most frustrating consumer experience I have ever had in my entire life (and I owned a Ford Pinto).
If it weren’t for the simple fact that AT&T has a monopoly on internet service in my area I would have dropped that service years ago. The cap on internet usage is just one reason. My wife is an artist who works for home. We had previously dropped satellite TV because of the expense and rely solely on internet based entertainment. Fortunately, we don’t watch much TV. I have recorded my entire internet usage and we barely scraped by in the month of May. If I had wanted to watch another movie, we would now be discussing overage fees. This is a very unfortunate way to do business.
I have already forwarded a similar letter to my congressman and state senators.
Thank you for your time. I will be posting this publicly on my personal blog. Any response (or the lack thereof) will also be made public. Since AT&T has removed our rights to sue and other courses of action, this is all I have left.
I have received an e-mail from Linda Jefferson, Manager – Office of the President (presumably of AT&T). We’ll see if anything happens.
I just got a call from AT&T. It was from a very nice lady in the wireless division. So, the first thing we talked about was the complete lack of integration in a supposedly integrated company and my issues trying to pay my bill after dropping the wireless service.
We also discussed the issues with the wireless service, internet bandwidth caps, and the poor customer service issues.
All in all, I spent about an hour on the phone teaching this poor woman about internet technology, the fact that AT&T has bandwidth caps (she has AT&T DSL and didn’t know about the bandwidth caps!!!!), why those caps are poor business, and a brief coverage of European internet services with actually have competition and have massively faster service for much, much cheaper prices (She didn’t know about that either). She was also unaware of the inability of AT&T to accurately measure bandwidth usage.
Because of the lack of integration, she has to forward my comments to another division. She said that I would hear from them soonish (24-48 hours).
We shall see what happens next.