I have been using AT&T (SBC, Pacific Bell) for the past 8 years. There is only one positive experience with AT&T since then: when I finally cancel my service.
Here is a partial list of my complaints:
1. In this big corporation one hand doesn’t know what the other does. Sales rep promises golden mountains, customer service later says it was insane and nonsense.
Example: 12/2006:
ATT: – We will move your lines and internet from location to location for free and you won’t have to start your contract again
Me (in 1 month): -New Contract? Higher fees? Not eligible for promotion? What??
2. Well overpriced, charging zillions for a simple thing:
ATT (1 week ago): -We will charge you only $160 to connect an outlet… (Me thinking: -HUH??!! $160 for 5 minutes of work?)
3. AT&T promises there will be no rebate for equipment (FREE equipment) and then charges additional fee on the bill, and then fails to accept rebate and it takes around 6 month of “please lold” and “I will ask supervisor to call you back”, to get this issue escalated from department to department until resolved:
a) Att rep: you need to call to rebate department
b) Rebates rep: I don’t have a record of it. Call to ATT customer service
c) Customer service: they were supposed to resolve your question. Can you wait for another billing cycle to come through and call then?
4. AT&T CSR about Supervisor: no one is available. Please leave your name and number and some one will call you within 24 hours.
Never happened… In fact no one called me even after 1 month.
5. AT&T Customer Service Rep puts me on hold for 15 minutes. Then I ask supervisor how long I can be on hold without CSR actually returning to me and asking to hold more? Supervisor advises: 90 seconds at most…
Something that never happens as well…
Paperless advise: avoid AT&T by any means if you can. If you can’t avoid ATT – order online, don’t call.