AT&T
Bad service

This message was emailed to at&t customer service on 1/21/10 10:30 am - and i sent out 2 letters - no response as of yet

To whom it may concern,

I am very unhappy with the service received on the phone. I have repeatedly tried to order a new box and continue to get very bad service.

1/12/10 I called to report a problem of an existing box showing green color; phone operator named ANA from Philippines - continued to try to trouble shoot by sending me up and down the stairs pulling wires and etc... I finally stated to ANA to please send me a tech to my home; made an appt for 1/14/10 for service/tech to my home and I ordered a new box; ANA stated that the service/tech guy would have a new box and he could install it (total phone time: 32 min). 1/14/10 came and nobody showed up. Called again on 1/14/10; person on phone stated that original person from Philippines named ANA did not input it correctly and stated that she will input it correctly this time. Got another appt for 1/16/10 for tech service and a new box install for 1/20/10 (total call time: 22 min). 1/16/10 tech came to my house and corrected the faulty cable / replaced the cable. 1/17/10 received a random phone call from ANA Philippines @ approx 2030-ANA was at a high level of anxiety and asked if everything was OK? I told her yes. 1/19/10 I received a phone call from ATT stating that someone was at my house to install a new box??? I called again 1/20/10 @ 0800. Talked to a ANA from the Philippines; I told her if I could please talk to a supervisor; she transferred me to a person who said he was John a supervisor / Philippines; I told john the trouble I have been having; he was very flat and sounded unconcerned with my ATT issues; he stated that he would get someone out to me asap no later than 4pm 1/20/10; I said thank you and asked him if he could call me back to confirm-he sated yes; he also gave me a case # (total call time: 26 min); 1/20/10 4pm came and I called again to follow up; on hold for: 35 min no one answered the ATT phone line. 1/21/10 called again, spoke to Tyrone USA operator; told him my ATT issues; he confirmed my new appt of 1/24/10 8AM to 12noon; after I confirmed with Tyrone I asked if I could speak to someone to file a complaint on my service up to this date; at that time he put me on hold and call was lost; called again on hold for: 15 min, I hung up the phone; accesses online chat service and told them of my troubles-they gave me this email site (total time on phone 1/21/10 is 1:22) SUMMARY: I am a Registered Nurse and I use a day planner at all times; I have all these notes related to ATT in my day planner and I keep a tight schedule / I have to in order to function safely as a Registered Nurse; therefore I know exactly when I was to receive service etc… I am very unhappy with ATT; I have repeatedly been provided very sloppy/poor service - (with the exception of Tyrone) I have been a customer for approx 3 yrs; I pay my bill on time every month; I feel I do not deserve this type of treatment. All I need is a new box in a new room? I don't think it is too much to ask; I am paying $55.00 $7.00 for this new box... I am a paying customer, why is it so hard for simple service to get to me? Why can't I get through to anyone on the phone? Why doesn't anyone know what's going on? Why can't I get proper service after approx 3:00 hrs on the phone: 21 min chat 1:30 min of this email and 2 letterS sent - I communicate civilly and with respect / using my cell phone-who is going to pay for the minutes used on my cell phone? I feel that I should be refunded all/given some incentive $ to continue my service with ATT; why hasn't a supervisor called me back? Why can't I get through to a real complaint dept? Why hasn't a supervisor called me back after Tyrone phone call? I am very disatisfied!!! can someone contact me? I feel that ATT does not want me as a customer.

Company: AT&T
Country: USA
State: California
Site: att.com

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