Comments on: Another Example of How Hopelessly Disorganized AT&T Is

By: wgg

wgg — Wed, 05 Nov 2008 16:41:00 +0000

Wow, I guess I am the lucky one out there. I was on the line with AT&T; customer service about an issue with DSL service. As an aside, I asked the rep about combining the 3 different bills our family gets. After a brief discussion, she essentially told me not to even try! At least she was honest about it.

By: 22q

22q — Sun, 02 Nov 2008 15:41:00 +0000

I switched to AT&T; DSL in January and love the service for the price. The customer service is another story. It has always been nonexistent or absolutely horrible, never worth the time spent on hold. I have even met a DSL call center supervisor outside of actually seeking customer service, who confirmed that their customer support issues are widespread and that AT&T; didn't seem to be doing anything to fix any of the issues. If I wasn't so happy with my DSL service for the price, I would definitely shop around for something else!!

By: JB Haber

JB Haber — Wed, 22 Oct 2008 10:30:00 +0000

Sounds like calling Comcast. To make my long story short … I had a technician in my house (internet problems). He had to call the central office to register a new cable modem, and sat on hold for 45 minutes. I used my cell phone and got through right a way. I handed him the phone and proceeded to watch him receive the same terrible customer service I did (he got disconnected once, a refusal to help another time, before finally getting somebody that could help, but who took a very long time).

By: Christine

Christine — Tue, 21 Oct 2008 17:53:00 +0000

I signed up for U-Verse last week, and getting them to link the cellular bill with my U-Verse account was as easy as could be. Must just be who is handling it, because my rep was awesome and did it right away as I signed up!

By: Kirk

Kirk — Tue, 21 Oct 2008 13:05:00 +0000

I love it when a plan comes together…

And they say that a merger and acquisitions will make service better for everyone. Who’s everyone… they got a mouse in their pocket?

By: Ruchit Garg

Ruchit Garg — Sat, 18 Oct 2008 11:15:00 +0000

AT&T; is definitly one of the companies having bad customer support especially when you call them on phone. No call so far has taken less than hour for me.

Same with SSA call support. Looks like they wanted to find a way to keep as much people away from real support as possible.

Billing issues is even more widespread, AT&T;, Comcast and what not.

But Clearwire call support impressed me. I could reach to real person quickly even their IVR seems to be intelligent. I found customer support person to be sensible and intelligent as well

By: Annie

Annie — Thu, 16 Oct 2008 12:12:00 +0000

I totally understand what you're going through. Anytime I had to call AT&T; to get some adjustments on my wireless accounts I have to allocate at least 1 hour of my time. I also noticed that people who work there either 1. don't take their jobs seriously or 2. are completely not competent of doing any task. I have once gotten 4 rebate cards from AT&T; at once and all 4 of them have an unique spelling of my name. Not only that, none of them were right.

By: Adam

Adam — Wed, 15 Oct 2008 22:45:00 +0000

Oh man, don't even get me started on AT&T;'s customer service. A couple of months ago my DSL went down (as usual), and I called them to see what was up. After what seemed like hours on hold and getting passed back and forth, it turned out that they suddenly decided my DSL account belonged at an address I moved from 3+ years ago. Nevermind that I'd been getting and paying for DSL and phone service at my current address the entire time. It took weeks and many more hours calling the same unhelpful support numbers, explaining the problem anew each time, multiple service visits and promises that it would be back working the next day before it finally got sorted out.

The experience convinced me that AT&T; is a deeply dysfunctional company with too many parts who have no idea what the other parts are doing, or how to work with them.

By: Jeremy Brooks

Jeremy Brooks — Wed, 15 Oct 2008 21:50:00 +0000

Yeah, they are morons. Last week I was on the phone with them for several hours over several days trying to get my laptop connect connection fixed.
Most stuff worked, but some Yahoo and Google sites were being routed through a server on their network that decided to just stop routing packets. Traceroute consistently died at that server, which was one of AT&T;'s.
I don't think I ever convinced the lackey that was "helping" me that MY computer cannot control routing on THEIR network.
Mysteriously, things started working while they were telling me "we can't help you sir".

By: Victor Trac

Victor Trac — Wed, 15 Oct 2008 21:31:00 +0000

Haha. I just went through this for two weeks trying to get U-Verse service. They're completely dysfunctional. The on-site techs have to call and stay on hold just like any normal customer.

I was so exhausted through the initial install process, I haven't even tried to combine my bill yet.

However, the service is great. The DVR is awesome and the internet speeds are as described. Clearly their engineers are smarter than anyone else at the company.