AT&T
Customer Service

AT&T customer service at all levels is awful.

I have had two issues which required AT&T to send an installer/technician in the past six months. The first issue led to AT&T sending an installer who didn't do the complete installation because he was too lazy (or incompetent) to do the work. So we had to wait a week — and I had to take another full day off work — for the second installer to come and finish the work. My cost: a second day's pay.

The second issue involved problems with my DSL business. AT&T knows less about networks than President Bush knows about performing open heart surgery. Enough said? They schedule a morning visit and showed up at 7 PM. That's not a typo — 7 in the evening. A full day off work wasted waiting for someone who didn't have the courtesy to call to say he would be many hours late. He couldn't figure out the problem, so he said he would return the next day. So I took another day off work, and he showed up at 7 PM again. He couldn't figure out the problem again so — against my objection — he closed out the repair ticket knowing that the problem remained. That was a month ago, and AT&T has still not fixed the problem.

Tonight I learned that the latest (failed) attempt to fix this problem — which involved me granting AT&T remote access to my computer — caused a complete blockage of email in and out. I have spoken to four AT&T level two technicians since late yesterday and two were absolute idiots. The second one argued with me that what the first one told me to do (that solved part of the problem) would not work. The third one downloaded my email to his computer to test out a theory and failed to return it to me. So now AT&T has my email and I can't get it.

AT&T is offering the 3G network for the new Apple 3G iPhone. What they don't tell you is: (1) 3G coverage is very spotty in major markets like Chicago, (2) when you leave an area of 3G coverage your iPhone will drop the call you are on, (3) in 3G mode the battery runs down about twice as fast which means it won't make it through the day if you use your phone.

As far as I am concerned, AT&T does not deserve anyone's business.

Company: AT&T
Country: USA
State: Illinois
City: Chicago
Site: att.com

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