I have been AT&T customer for years. I have 3 phones and blackberry accounts with them.
All I wanted to do was get phone hooked up for my mom who just moved into new rest home and was very upset she couldnt talk to her children and grandchildren.
Living in CA and she is in SC I also wanted to talk to her and reassure her not to be afraid and lonely we were only phone call away.
I called AT&T to set up phone service in S. Carolina for her. Many many phone calls, transfers, long holds finally got me to someone to someone that sounded pretty confused but said they would set up service. After it was all said and done they said they couldnt get service connected for at least 10 days. I said that wasn't satisfactory, that my elderly mom was very lonely and sad and needed phone service sooner.
The AT&T agent said, to hold, hold, hold, then came back on and said he would try and set it up to be on within 5 days and would call me back.
Of course no call back. So I called again. After hold, hold, hold, I got someone who at first couldnt find the account then finally said the phone wouldnt be hooked up until at least 10 days.
I asked to speak to supervisor and she said. Don't bother. She can't tell you anything more than I did. I asked to speak to supervisor again. She said.." so you don't want my help" I asked to speak to supervisor and again she refused and I got disconnected.
I called back and cancelled the phone.
Week later I called back to try again, hold, hold, transfer, hold. I explained situation to the girl who sounded like she cared. Finally after 45 minutes she had phone service set up with a promise it would be on by 6PM Oct 1st. She put me on hold againg to double check with her supervisor.
I called on the 1st. No connection. I called customer service again, hold, hold, rude person who said. "oh they didnt put in over ride date so now it won't be on until Oct 5th." I said let me talk to supervisor. He refused and was very rude. I said to transfer me which he did. Hold hold again.
I got girl who I had to explain everything to agin. After 3 requests to talk to supervisor and threat to cancel all my phones with AT&T if she didnt transfer me to supervisor I finally got one after holding who apologized and said nothing she could do but its set for Oct 5th. I told her there is a poor old lady in rest home who is suffering for their mistakes and uncaring attitude.
She is "sorry and understands' She gave me her personal number if by chance the phone isnt on Oct 5th.
Unbelievable rude, uncaring service.
I have been in the service industry for over 25 years. What happens to companies like this eventually?
They go under. AT&T you deserve it for the way you allow your employees to treat your customers.
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