The New At&t What a joke!

May I ask what exactly was your issue? In business there always some customers that are not worth keeping. In fact, in my business I've actually told a select few customers to go elsewhere.

-Jay

 

-Sigh- and people still think problems with customer service has something to do with the name changing from Cingular to at&t.. if they don't try to save you when you threaten to cancel it's probably because you're an unprofitable customer.

 

But they are still the same company, they just changed their name from Cingular to AT&T.

Cingular didn't get bought out, 1 of the co-owners merged with the other & they changed their name to AT&T.

Maybe it's psychological, it seems a lot of people hear the name AT&T & think of problems right away.

 

I had a guy the other day that demanded we cancel his account with no ETFs due to some pending lawsuit he has against AT&T. I just quickly told him that Cingular purchases AT&T Wireless years ago and we're just now changing the name due to global recognition and he quickly stfu.

 

This is too funny and i totally agree with Fire. A name change surely is'nt going to affect your service or how CS reacts to your calls.

 

Welcome to the world of wireless phone service. Anytime you have people running things, there WILL be problems.

EVERY wireless carrier has issues. I've had Verizon for 13 years without ANY problems, but I know of many people who've had major issues with them. The law of averages says that somebody will have a problem at some time.

I hear what you're saying about AT&T, but the same can be said for Verizon, T-Mobile, Sprint, Nextel, Alltel, US Cellular, Grandma's Wireless, etc...:googlyeye

You're preaching to the choir, my friend...

 

hey guy, i'm on your side, i have been a on time paying customer
for 12 yrs, in the last month i have had more problems then
all of the yrs.put together,c.s.is getting worse, tech support
knows nothing about fixing all these problems,and by the tone of
their voice's they could care less.1 tech was suppose to call me back the next day,he said to run some test on both phone's, this was last week
glad i didn't start holding my breath,still waiting.the customer's that
att is going to lose is us old timmer's that is use to good service,
the newer custome's and the one's that are still on a contract,and
think that this is just the way it is will stay a little longer,untill they learn better or untill att gets up off there lazy behinds and fix these problems
personally i don't think they know and no one there is smart enough
to figure it out. ok now i have said what i needed to say,i know
there will be some that agree and some that disagree,that's ok to,
but i strongly think there are NO people on this board that can say that
they have not had any problems with att in last 45 days.

 

I can say that.

In fact, the last problem I had with them was about a year ago and although it took time to fix, but it was handled very professionally.

 

Me too

In all the time I've worked there I've always found my funniest calls to be the one who are in the same situation and do the same thing this guy is. Long time customer, has a rough spot with the company after years of no issues and boom, ready to jump ship. Just because you're a long time customer and you pay your bill on time doesn't entitle you having everyone bend over and kiss it. Good riddance, I say.

 

I have not had any problems, but I realize that doesn't help you any with getting your's resolved.

You've posted several times re: your recent onslaught of issues, and it does appear that at&t is experiencing some issues that haven't been fully resolved. If you weren't already aware, they have asked that customers who are continuing to have problems contact customer service and have a technical trouble ticket filed so that the technical department can take a look at resolving the problems individually.

Was a technical trouble ticket filed on your behalf? Did you obtain the ticket number? If not, I'd go ahead and have one filed, and if so - then I'd call customer service back and ask to follow up on the status of your problem resolution.

 

now that my friends is the attitude of the new att,this is the reason that
nothing gets done anymore,sounds like att came in brainwashed it's c.s.and tech's that the costomer is not important, but did they tell you without us
you have no job.

 

Yeah, without customer's we have no job. Like I give a sh**. Customer service is a ____e job. Just biding my time till I can find something better.

 

I know Army1 you have been posting on the AT&T Forums about this issue, I can also tell you it's very rare that a CSR will call you back & I really doubt the one will.

With that in mind & as hme83 stated & what has been posted as a reply to your threads in the AT&T forums, have you called CS as of yesterday or Tuesday on this & asked to have a trouble ticket opened?

I know it's fustrating to have no problems all these years, then all of the sudden having an issue, but without people calling to report these problems, nothing is known about it and nothing can be done about it.

I have been lucky so far & things have been going very well with the exception of a week or 2 last month, I did call CS today because of a billing issue (again) and the CSR was very polite & handled the issue, even though it took a little while to get it figured out.

I don't think the company would tell the CSR's "Now that we are all 1 huge company, to heck with the customers & treat them badly"

As for Verizon becoming #1, Yes it will be interesting to see what the iPhone does to slow down them gaining on AT&T, but it appears to be something that will happen in less then a year.

 

Re: Goodbye New At&t- Im not going to miss you!

Not trying to defend anything here, but I know if you would have said that the company & CS are to me, I would have said the same thing as her.

Maybe if you said what the problem was in a nice manner, the call would have gone over better?

What was the problem that caused you to drop them after spending $27,000 with them over 15 years?

 

well i hope you find one soon, i know that the customer's will be
a lot better off with you gone

 

Are you thinking of TDMA service?

There are many active GSM customers with "Blue" plans, and as far as I am aware there have not been any announcements/notifications that there will be any change to their current service arrangements.

 

They won't be cutting off Blue customers in January, unless your an old TDMA or Analog customer, which all carriers will be able to do come 2/08, but GSM customers won't be cut off.

 

I've worked on the cancellation & retention team.. if you called in to cancel and they didn't offer to stop you, it's because you don't bring in enough money to be profitable for the company to waste time with you. Doesn't matter if you've had service since 1952, if you only bring in $50 per line they couldn't care less. You were bringing in enough money to pay for your service and they weren't profiting off of you, truth be told

 

A lot of good points have been made but I can't stop myself from adding some thoughts. I have been in customer facing jobs for most of my life, and I can tell you that when I have asked, as a manager or an employee either one, why a customer is upset, and they tell me something like "because you suck"....I am done listening. You can't help people who refuse to act like an adult and explain the situation.

From what I have seen on the inside, the only change in the company's attitude is a continued emphasis on customer service. But don't think that just because you've paid your bill on time for 15 years that anyone is going to be overly impressed. That's what you agreed to do....pay on time. Expecting something extra or preferential treatment for just doing what you agreed is ridiculous. I managed restaurants for many years, and when I would get the customer who would scream because his steak was too rare and want a free meal plus coupons because he had been a "loyal customer for 30 years", I could care less. I'll do what I can to fix the problem today, but your past business means nothing....especially if all you're going to say is "you suck", or something like that.

And, I can honestly say that in the past 2 years, I have had only one issue with Cingular/at&t. It was a billing issue, where the system hit me twice for the same bill when I paid online. I called, and the CSR promised to call me the next day after researching it, and the next day she DID call me back, tell me they had found the problem, had credited my card for the extra payment and to apologize for the problem. Problem solved, and everything fine.

 

So $150 a month, eh? How many lines do you have on your account? I'd guess 3 if I had to take a shot in the dark..

From the company's point of view $150 / 3 = $50 per line. They only consider you profitable if you're bringing in atleast $75. I see some people who have 2 lines on their account and bring in $250 a month, so just because $150 a month is alot of money to you, doesn't mean it is to everyone.