General Care & Billing Support

[rliu001]

Does anyone know how to contact the correct department to file a complaint regarding the store manager at a local company store in the Greater Los Angeles area?

I had SIM card issues that could not be solved by Premier Online or over the phone. So I made the dreaded trip into a local store. I was "helped" by the store manager (Retail Sales Manager III) who was very "unfriendly" and almost made me beg to get what I needed from the store so that I can go back to the office and finish the process by calling Premier again.

On the phone with Premier, I checked and double checked and Premier phone rep confirmed that nothing had changed in AT&T's policy where the store couldn't have resolved my problem, unless (in the phone rep's own words) "the store rep didn't know the procedure or how to look up the required info".

So I would really like to let AT&T know what happened and that if we take our business else where, it is because the "top" guy at the company store closest to my business cannot help resolve my simple requests/issues AND he feels the need to be rude.

[techmod]

Hi rliu001,

We are sorry to hear about your experience at your local store.  We have sent you a Private Message with our contact information so that you can provide us with any details that we can forward to the appropriate manager.

[madeline_c15]

I am relatively new to the world of AT&T; I had been on a family plan with another company for quite some time but I found that AT&T better served my needs and wants as an individual. 

I had begun the initial setup of changing AT&T while on vacation and although I found great customer service at one of your locations, upon reaching out to another manager at another vacation... well, I was very disheartened at the lack of work ethic that I had encountered.

The boys at this other store were very immature.. Immediately, the boys or workers were more concerned about joking around. Of course, when an attractive girl came in then it was apparently the time to work. I came in to look into possibly purchasing phone accessories; I did not walk in there to be hit on or watch other young women get hit on. One of them also seemed very obsessive over his own phone, which was constantly ringing. I am very glad that I was on vacation and that I will not be going back to that particular store; the AT&T store is not a place to get picked up, its a phone store and should be treated as such.

When I have made attempts at calling this particular store, I have been unable to reach anyone other then the boys that were there before. Who do I talk to about this behavior? Who do I report it too?

[techmod]

Hi madeline_c15,

We are sorry to hear about your experience at the AT&T store during your vacation.  Please send me a Private Message with as much details about your experience including store location, employee names and dates.  I will be happy to forward that information to the appropriate managers so that they can get that behavior corrected.

[kristine vic…]

I am extremely upset with ATT.  Never in my life have I had unacceptable customer service in one week.

Let's start with the store on N Bluff in St. George.

The person that we spoke to at the call service told us to go to the store on N Bluff in St. George.

We go in to have our phone numbers exchanged on two phones. 

So the lady is helping someone and the gentleman asks who was first because there were two of us that were waiting.

I told him the other person was first and he proceeds to help them, the lady finishes and she goes over and starts talking about personal matters and how things are going etc,etc, etc.  I stood there in unbelieve that it took two people to help out these people and one is just socializing.  I had enough and interrupted asking if someone was going to help us or if we were just going to stand there and watch the socilization.  The other employee had the nerve to tell  me that they were originally there for her and I asked to socialize, because I need help as I was sent down.  Come to find out that you only needed to switch  sims cards and nothing more.  UNBELIEVEABLE.

Another trip to the same store, you think things would have gotten better.  The phone we bought broke within 1 days of service.  We told them we didn't want another phone to have more problems, so we talked to them on the phone and they said we wouldn't have to pay a restocking fee.  The store is another world, I even wonder if they are the same company.

We have caught them in so many lies, it is unbelieveable.

1.  It is against policy not to charge a restocking fee, but they waived the fee because we refused to pay a fee because a broken phone shouldn't be restocked.

2.  We don't hold items, but when they checked at another store for a particular phone, they said if you would like us to have them hold it we can arrange that.

One of the MAIN thngs is CUSTOMER SERVICE and a customer should not have to get upset to get satisfaction. 

Now I call about a phone that they said would be here within two days and of course it is not.  So when I talk with ATT on the phone, there is nothing they can do and when I ask to speak to a supervisor they hang up on me.

I want to make sure that ATT UNDERSTANDS this, I pay over $250. a month for phone service and I am your CUSTOMER, I expect accurate honest treatment.  I am not going to deal with CORPORATE GREED and the customer is lied to and treated like WE HAVE TO keep service with you.

Your employees should be trained correctly and if they don't want to use proper customer service, they apparently don't want a job.  If I was a supervisor of any of these people that treated me like that they would be out of a job, because apparently they don't appreciate who supplies there paycheck.

GET YOUR ACT TOGETHER and start thinking about were your money comes from.

Customers can stop dealing with you and you will be out of business just as fast.

[contact]

On July 17, 2012 I purchased a new phone at the AT&T (Samsung Captivate) in the Cherry Creek mall in Denver, Colorado. 

Since that time the phone has not been able to connect to the network.  We have had poor service for quite a few years, and it was suggested I purchase a 3G MicroCell.  I did purchase a 3G MicroCell and still have zero reception.  I purchased the Cell from the AT&T store in Denver.  This store was extremely helpful and sympathized with my problem and tried to assist.  Unfortunately their efforts did not resolve the problem.

I contacted AT&T Customer Service Center on Friday (July 20) and the technician could not solve or identify the problem. This call lasted several hours.  I called again on Saturday (July 21) and again the technician could not solve the problem but thought she had identified the issue.  Unfortunately, however, she could not solve the identified problem.  Again, this call took several hours but no resolution was found.  I called the Cherry Creek store and they were less than helpful.  They told me to return the phone; pay the restocking fee, buy a new phone and see if that would work.  If that did not work, I could just repeat the process and continue to pay the fee. 

July 24 and I did not receive any information concerning the connection problems although I was promised someone from AT&T Customer Service Center would get back to me.

On July 24 we called to determine the status of this case and we were told it was closed.  Upon talking with another supervisor we were told that no, it was open but resolved.  Later the same day I called Customer Service and again was told my case was closed.  I spoke with a Mr. XXX XXX at 10:38am (Mountain Time) and he assured me three (3) times that he would look into the situation and call me back in 45 minutes.  No call came.  I again called Customer Service at 1:25pm and asked for Mr. XXX.  Unfortunately I was not able to contact him given he did not provide a direct call back number or extension.

Thus at 1:35pm I had to speak to another supervisor – Ms. XXX. The call was dropped so at 1:39pm I tried again to speak to a supervisor.  At 1:46pm I was connected to a Mr.  XXXX. 

I have now spent a little over nine (9) hours with Customer Service and have made five (5) trips to two different AT&T locations.  Of course, on each call I had to go through the problem again and again.  After all this time, the solution they tell me is to go to the store and pay the restocking fee.

This is perhaps the worst customer service I have ever experienced.  Supervisors made promises they did not keep, technical individuals made promises they did not keep, and a retail store was only interested in churning sales rather than problem solving.

My solution of course, is to pay the restocking fee and switch to another carrier.

[contact]

Just to update the message below, a Mr. XXX, supervisor, left me a voice message on my land line 4 hours after he said he would get back to me in 45 minutes, and said he fixed the problem -- only he had the wrong number of the phone he supposedly "fixed".  An unbelievable lack of competency.

[techmod · Accepted solution]

Hi contact,

We have sent you a Private Message with our contact information. Please let us know if you still are looking for assistance.

[contact]

Dear Sir/Ms:

Could you tell me what email address you sent the Private Message as neither my wife or I or our businesses have received anything from AT&T.

To update you; we received a late call from AT&T saying that despite our purchasing a new phone, a new SIM card, and a new 3G MicoCell; your technicians were uanble to correct the problem of the new phone not connecting to the cell.  They said the case was closed and their was nothing more AT&T could do.  Thus the case was marked as closed and resolved from the AT&T point of view.

I returned the phone (after discussions that the store wanted to charge a restocking fee) and no longer have a contract with AT&T.  Our next step is to decide if our entire family and our three businesses will switch from AT&T to Horizon.  If we cannot alter all of our AT&T contracts, it is likely that a least a portion of our businesses will move to another carrier. 

This esperience has been less than satisfactory.

[techmod]

Hi contact,

The Private Message was sent through this Community. You can access your inbox by clicking on the envelope icon on the top right of the page next to your username.

We also just sent you the same message to the email address that you provided when you registered for this Community.