Below is a copy of a ridiculous string of e-mails I received from SBC/AT&T's "customer service" (ha ha) department about my new phone service. After all of this happened, I contacted the CEO. A lady named Angela Richard called me and sent out a tech to see if she could get the phone working better. The techs came out 3-4 times and told us the problem was internal. Finally, on the 3rd or 4th atempt, they relaized that it was not a promblem when the inside wiring when other people in my neighborhood started to report the same problems.
They finally fixed the phone, but after weeks of that garbage, I was ready to cancel my phone service. I tried to cancel a couple times, ut kept getting disconnected. Finally, I was able to cancel... And I had credit on my account that was just enough to cover mover's voice mail. So, I took the movers voice mail so that I had time to notify my friends and family of my new phone number. The mover's voice mail didn't work. When I called to complain, I was told that I had to set it up with my passcode. I was aware of this, but the phone just rang and rang so the v/m menu never answered; therefore I had no way to enter this passcode they gave me. When I talked to my 3rd or 4th person at AT&T about this, I demanded that they put me on hold, call my phone number, and see if they were able to enter the passcode. The rep did that, came back on the line with me, and agreed that it was not my fault... There was a technical problem with the mover's v/m. It took a week to get it working (out of a 30 day period).
Then, in October, AT&T sent me my final bill with a ZERO balance and a $13.60 REFUND! I cashed the refund because I figured it was my credit, and they weren't billing me for the mover's voice mail that didn't even work during the 1st (most critical) week. Last month (Dec), we get a bill from AT&T for $13.60! My husband called, and they explained that it was for the mover's voice mail (that didn't work) and they expect us to pay the refund back. HA!!! For as much time and ewffort I have spent trying to correct their issues, they should be paying me by my hourly rate!
BELOW are those ridiculous e-mails I referenced above. The are in chronological order starting wih the most recent. Read and enjoy!..
"Dear Ms. *,
Thank you for using AT&T Email for your customer service needs. We appreciate your business.
I wish to apologize for the trouble you are experiencing with the new AT&T and your request for AT&T Yahoo! High Speed Internet. Our goal is to provide you excellent customer care, and I regret we have failed in that regard. I will be happy to address your email inquiry today.
Your request to disconnect telephone service does not incur any fees, as your agreement for Dial Tone with the new AT&T does not include a contract or commitment of any sort. Once you have decided to disconnect service, a final AT&T statement will be rendered with credit for any charges which have billed beyond the disconnect date. A final statement may take 7 to 15 business days to generate and will be mailed to the address on record.
When you decide to disconnect your telephone service, please contact our AT&T Customer Service Center at 1-800-288, as verification of your request will be required to successfully disconnect your account. Our office hours are Monday through Friday from 7:00 AM to 9:00 PM and Saturday from 8:00 AM to 5:00 PM, CST. I apologize that a request to disconnect service cannot be handled via email, and I hope your experience with the new AT&T in the future is a more positive one.
Thank you for considering the new AT&T for your telecommunications and entertainment needs. We look forward to serving you and appreciate your business.
I hope I have resolved your email inquiry today. If you require additional information, please reply to this email. To ensure a timely response, do not change the subject line of your reply.
Regards,
Henry
Your AT&T Customer Service Representative
(c) 2007 AT&T Knowledge Ventures, L.P. All rights reserved.
On 8/29/07 12:16 PM, Teresa *wrote:
Lonnie,
You wrote in your last e-mail:
"I do not see where any equipment is in the process of shipping to you."
In this very same e-mail, if you scroll down further to the bottom, Larry from SBC/AT&T wrote:
"I did a search in the DSL data base and found an order for DSL service scheduled for installation for September 4 (September 3 being a holiday). Your equipment (modem or gateway) should arrive before or on September 4."
I hope this further illustrates the incompetency I have encountered while trying to just simply become a customer of yours. Your company makes it virtually impossible to make a smooth transition.
As I previously stated, I will most likely cancel my phone service because of this too. I will inform you when I choose to officially make this change. But, before I do that, I would like you to fully inform me of any penalties I may incur for "early termination" since my SBC phone service is now up and running as of last Friday. Again, I would like to reiterate, (as I stated in previous e-mails) that I was bullied into taking the phone service with SBC because I was told I could not have the Yahoo DSL if I did not take phone service with SBC too. Therefore, my business for the phone service was contingent on the DSL service... And, as we know, when it came to setting up DSL service, your company blew it!
I would like you to forward this e-mail onto your supervisor or management so improvements can be made. If you actually take the time to read through everything, you will see that what I have been put through as a new customer is absolutely ridiculous, and improvements need to be made in your department. I am sure, if you look at the situation from the customer's perspective, you will agree.
Yours Truly,
Teri
Original Message
From: ATT MWEST RES RED ESC
To: Teri *
Sent: Wednesday, August 29 1:44: 51 PM
Subject: Re: Re: Fw: Residential: Questions on all other Products/Services #PdSv# - Sun Aug 26 17:04: 26 CDT 2007
Dear Ms. *,
Thank you for your email regarding the cancellation of your order to install AT&T Yahoo! High Speed Internet service. I am sorry that you feel AT&T would not be an acceptable ISP for you at this time. I can help you with your request to cancel the AT&T Yahoo! High Speed Internet service order.
I have cancelled your pending order for the AT&T Yahoo! High Speed Internet service, per your request. Your order confirmation number is d-N408647.
As you cancelled your order for AT&T Yahoo! High Speed Internet service prior to the date of activation by AT&T or registration, there is no minimum billing charge or early termination fee. I do not see where any equipment is in the process of shipping to you.
If I can be of any further assistance, please reply directly to this email.
Thank you for using AT&T. We appreciate your business and loyalty.
Regards,
Lonnie
Your AT&T Customer Service Representative
To receive regular AT&T email communications, special offers, and handy online tips please visit: http://att.com/up2speed
NOTICE: Based on the information you provided, our understanding of your request, and currently available data, we will address your inquiry to the best of our ability. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
(c) 2007 AT&T Knowledge Ventures, L.P. All rights reserved.
On 8/29/07 7:09 AM, Teresa * wrote:
Well, like I said to the representative on the phone yesterday - you can cancel the order for DSL now!!! It was a monumental hassle - and the customer service was terrible. I don't want SBC as my ISP if you don't know what you are doing there. So, like I said, CANCEL the DSL order and I refuse to pay ANY charges for it on any forthcoming statements. If you cannot stop the shipment of the package in time, that is not my problem - since yesterday I was clearly told that I never ordered DSL!
Yours Truly,
Teri *
Original Message
From: ATT MWEST RES RED ESC
To: Teri *
Sent: Tuesday, August 28 8:36: 22 PM
Subject: Re: Fw: Residential: Questions on all other Products/Services #PdSv# - Sun Aug 26 17:04: 26 CDT 2007
Dear Ms. *,
Thank you for your recent e-mail regarding a AT&T Yahoo! High Speed Internet service order. I apologize for the trouble you have had concerning your DSL order. I will be happy to assist with your inquiry.
I did a search in the DSL data base and found an order for DSL service scheduled for installation for September 4 (September 3 being a holiday). Your equipment (modem or gateway) should arrive before or on September 4.
Unfortunately, the e-mail office can only verify DSL availability based on available information provided at the web site.in your instance, the only way to confirm DSL service was available was to speak to the DSL Supervisor.
When an order for new service is placed on-line, the activation fees are waived for telephone service. If you spoke to a representative and were told the fees would also be waived, then they should be. I have no way to verify any waiver of fees until the bill is generated. At that time I can issue an adjustment if needed.
I will review your billing after it is generated, if an adjustment is needed... It ill be issued and I will notify you of it.
I have asked an associate contact you prior to 1:30 PM, I do not start work until 2:30 PM.
If I can be of any further assistance, please reply directly to this e-mail.
Thank you for choosing the new AT&T. I appreciate your business and continued loyalty.
Regards,
Larry
Your AT&T Customer Service Representative
To receive regular AT&T e-mail communications, special offers, and handy online tips please visit: http://att.com/up2speed
NOTICE: Based on the information you provided, our understanding of your request, and currently available data, we will address your inquiry to the best of our ability. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
(c) 2007 AT&T Knowledge Ventures, L.P. All rights reserved.
On 8/28/07 7:14 AM, Teresa * wrote:
Janet,
I talked to a supervisor there about the Yahoo Internet Service, and he said my order would be processed. The reason you are not finding our address in your system for DSL availability is because we are in new construction house (I went through this a thousand time with various people there already). However, we are wedged right between 2 or more houses that have the service. I even went outside on my cordless phone and started reading off all my neighbor's addresses to this supervisor, and he was confirming that the Yahoo Express DSL was available for them. For Christ sake, my in-laws live directly behind our house (N4025 Liberty Ln) and they had SBC dsl at one time. The only reason I took the phone service through SBC was because I was told that I could not have the SBC interent service if I did not take the SBC phone service too.
I will promptly cancel the phone service of you guys do not get your "poop" together there. You are really making a VERY bad impression on a new customer.in fact, I was told, when I ordered the phone/internet service, that the installation fee would be waived for all the trouble I went through trying to get this phone and internet service order to go through. I spent hours on the phone with your customer service department just trying to become a customer. If I see installation charges on the first bill you speak of, I am going to be IRATE.
Your rep. Recorded this information when she finally took the order AND a separate agency confirmed the order too (for "quality assuarnce." I can assure you, there has been no sign of quality so far. Go back on your "quality assurance" recordings and LISTEN to what was promised to me. You can try calling me again tomorrow before 1:30 PM. I want this DSL set up ASAP or you can forget the whole thing. This is ridiculous!!!
Yours Truly,
Teri *
Original Message
From: ATT MWEST RES RED
To: Teresa *
Sent: Monday, August 27 10:31: 08 AM
Subject: Re: Residential: Questions on all other Products/Services #PdSv# - Sun Aug 26 17:04: 26 CDT 2007
Greetings Teresa,
Thank you for your email regarding customer code. I will be happy to assist you.
Unfortunately, I am unable to provide your Customer Code through email. Therefore, I attempted to reach you by telephone at 920-423-3061 and I am sorry I did not reach you. Since I was not able to reach you, for your information, your first bill will be processed on September 4. It takes about ten business days from that date to reach your mailbox.
I sincerely apologize, but I could not find an order for AT&T Yahoo! High Speed Internet Service. With further investigation, at this time. AT&T Yahoo! High Speed Internet service is not available for 920-423-3061.
If I can be of any further assistance, please reply directly to this email.
Thank you for using AT&T. We appreciate your business and loyalty.
Regards,
Janet
Your AT&T Customer Service Representative
To receive regular AT&T email communications, special offers, and handy online tips please visit: http://att.com/up2speed
NOTICE: Based on the information you provided, our understanding of your request, and currently available data, we will address your inquiry to the best of our ability. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
(c) 2007 AT&T Knowledge Ventures, L.P. All rights reserved.
On 8/26/07 3:04 PM, Teresa * wrote:
To: [email protected]
Customer Name: Teresa *
Email Address: *
Street: *
City: *
State: WI
Zip: 54130
Phone Number: 920-*
Alternate Phone Number: *
Customer Code:
Email Tracking Number: 7273310
Question/Comment:
i don't have my customer code
Additional Information:
I want to register on your website, but I do not have my 3-digit customer code because I am a new customer and have not rec'd my first bill yet.
Also, I signed up for Yahoo DSL Express, and I want to know when that will be connected. Apparently, you are mailing out some sort of a package? Please contact me with more info!"
Teri
Kaukauna, Wisconsin
U.S.A.
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