AT&T: Report a poor customer service experience
A AT&T customer review by GetHuman user GetHuman-ldyjrw from December 1st, 2017
Background on GetHuman-ldyjrw's case
GetHuman: GetHuman-ldyjrw - can you tell our other AT&T customers when your case took place?
GetHuman-ldyjrw: Yeah. It was afternoon, on November 24th.
GetHuman: Did you reach out to AT&T, and if so, how?
GetHuman: And which of these common AT&T customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-ldyjrw a list of common AT&T problems)
GetHuman-ldyjrw: "Service Outage" was why I was trying to call.
GetHuman-ldyjrw's review of AT&T customer service
GetHuman: So how would you sum up your experience for GetHuman's AT&T customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-ldyjrw: Report a poor customer service experience
GetHuman: Can you tell the rest of us a bit more from what happened on 11/24/17?
GetHuman-ldyjrw: Manager at ** Eastex Freeway and FM **** on Sunday January **st **** reluctant and unwillingness to help find a resolution to insuring I had a working phone since the technical location was closed. Only options were go to the tech store on Monday or pay $***.** for a new phone. When my brand new phone purchased December *th **** just short of two months suddenly shut down and never came back on again. As with most people today my cell phone is my one and only telephone. I have to pay for the new, none working phone and for service to it and be let without any form of phone communication and she seem to think this was helping a long term customer. I have been a customer loyal customer from Houston Cellular to Cingular Cellular to AT&T I have never had cellular service with any other provider from one merger to the next and to have not just one but two members of your management team treat me unfairly for what was such a simple fix after much probing and constant questions I had to ask to finally get the manager in charge to say if I had an old phone at home they could put a new Sim card in it and activate it. She did not willing offer this to me I had to pull this option out of her by informing her to do without a phone or paying $***.** was unacceptable by asking her if they could provide me a loaner phone or something to use. I confirmed with the manager before I let I would not have to start the process all over again and wait in line. She said no just tell them I had a nice appointment with the same rep Trineisha because it would take just a few minutes to put the new sim card in the phone. When I returned Trineisha was on a break I * told by Lisa another person in charge a ND I was told by her I could wait for her to get off her break or get in line again and wait. I asked Lisa to get the other managers I spoke with earlier. Lisa went to the back and returned to say again I can wait for the rep to get off her break. I again informed her this is unacceptable and stated no one can take a few minutes to put in a sim card* wait for it she asked to see the phone, reached into a pouch she had around her waist pulled out a stack of Sim cards took off the case and back off my phone put it in and activated the phone. She could have confirmed with the other manager and took care of my issue minutes upon me entering the store instead they choose to purposely make me wait and get upset after the many many years of being with the same company write my first complaint letter. **The other reason for my complaint is, the only option at the technology store was a refurbished phone for replacement of a new phone barely two months old at brand new phone price. No adjustments and phone we know has already had an issue or two at the warranty doesn't start over on a phone that has had problems before will only have a ** month warranty. They only had two phones to choose from another I just didn't have time to deal with because I had to get to work. Again unacceptable to have to pay for something you don't have a new gold galaxy s* phone that works like new. **Joanelle Washington ****-***-****
GetHuman: Let's quantify your experience contacting AT&T. On a scale of 1 to 5, how easy is it go get help on a AT&T problem?
GetHuman-ldyjrw: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-ldyjrw: I'd give them a three out of five on communication.
GetHuman: And what about AT&T's ability to quickly and effectively address your problem?
GetHuman-ldyjrw: For that I would say four out of five.
GetHuman: And finally- any advice for other AT&T customers?
GetHuman-ldyjrw: Call them early in the day or late. Don't forget any personal or account information you might need for AT&T to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-ldyjrw taken from his AT&T customer service problem that occurred on November 24th, 2017.