Contributor
•
1 Message
Customer Service
ATT does not resolve problems. They think they will go away if they ignore them long enough.
I had a problem with my DSL and called tech support and after about 3 hours on the phone the person told me that my modem was defective and that she would be sending me out a new modem. She said to return the other modem when i received the new one and that there would be no charge. I received the new modem and by then the dsl service was working again with the bad modem but i changed it anyway. In the box where they sent the modem there were no instructions at all on switching the modems but i did it anyway. They did not send a return shipping label nor did they supply instructions for the return of the other modem. First call after this problem the att rep told me they would send me a Label for the return of the modem. Second call after 10 days or so ATT rep told me they were very sorry and that they would send it out again. Third call about 7 days and after they had charged the modem on my bill again I was promised it would be sent. On the fifth call I decided I was not going to let the person off easy and I demanded either a label be sent to me via email or to supply me with an address and instructions to return the modem. I received the label while on the phone with the rep and this was and has been the only person that truly took charge and resolved the problem with the label. I did not pay for the moment and they kept billing me for it and charging me late fees during this time. I sent the modem back and have tracking and confirmation they received it. They had told me that upon receipt the amount charged would be credited. This was back in Jannuary. Here we are in March and after 3 more call regarding the refund and after a rep confirmed they had received the modem the amount and late fees have not been credited and in fact i just received Marchs bill and guess what the charge is still there and ofcourse more late charges. I am completely disgusted wuth their lack of concern for their customers. I am to the point of cancelling all ATT services and going somewhere else.
© 2024 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T intellectual property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Accepted Solution
tharais1
Tutor
•
2 Messages
11 years ago
Well, my post resulted in immediate response. As follows, they contacted me for more infomation which I provided. And then, a nice CS rep who monitors these forums, emailed me a shipping label so I could return the duplicate modem.
I thanked her and shipped that puppy off this morning. I am withholding kudos to AT&T until I see how the billing works out.
And, I did share my comments with her about the need for AT&T to improve their CS communcation. After all, they are selling tele and date communication services so they should be good at utilizing the very service they are selling.
BUT, I HAVE TO EAT SOME CROW HERE TOO:
Throughout this ordeal, I had insisted that there was no "SMARTLABEL" included with my modem to facilitate it's return to AT&T. And then, last night as I reviewed the package contents of the extra modem to be sure that everything was present and ready to be returned, I came across a SMARTLABEL. So, there was one in the second modem but not in the first.
In my own defense I would say that; because of the difficulty of working with AT&T on this over several online and telephone sessions, from two different locations, spanning several days, I might have become confused over which box was the original modem and which was the one they sent as an unecessary replacement. But, none-the-less, I was wrong in my asssertion that there was no return shipping label included with either modem.
0
0
techmod
Former Employee
•
576 Messages
12 years ago
Hi cesarmor,
We will need some additional information to be able to better assist you. We have sent you a Private Message with our contact information.
0
0
DominiqueJenkins
Contributor
•
1 Message
11 years ago
i have a samsung model sgh-a817 i had recently changed to a phone that was only 1g and then i changed back to the samsung and now i cant get any service what do i do?
0
0
h3llion33
Scholar
•
208 Messages
11 years ago
Are you still able to make calls? Sounds like something might have gotten switched when you put the sim in the other phone.
0
0
tharais1
Tutor
•
2 Messages
11 years ago
I'm in the same boat.
A problematic self-install ended up with me having two modems and needing to return one. But, no "SMARTLABEL" was provided with either to do so. CS reps both live chat and via telephone, have been friendly and helpful and, the last one said she'd send me a label, but it's been more than a week and no label. The local AT&T store is useless.
Verizon CS is fantastic and their local brick and mortar locations are as well. They make AT&T look like a behemoth on its last legs. This lifelong AT&T customer now understands why so many I know bash AT&T as useless and unresponsive and head over to Verizon.
In the meantime, I'm taking my account off auto-bill to ensure that AT&T doesn't get paid until this gets resolved. Sad to say but, It's easier to get your attention by not paying than it is to resolve a simple equipment return issue if you continue to receive payments.
The IRS functions the same way. I deal with them regularly in my profession.
Tom Harais, Vallejo CA
0
0
biztech1
Guru
•
530 Messages
11 years ago
tharais,
We would like to assist as the issue that you described cannot be addressed by community members. We have have sent you a private message with instructions on how to get us the information we need.
0
0
kgh127
Tutor
•
1 Message
7 years ago
HOW DOES ONE GET SERVICE WITH AT&T. I HAVE JUST BEEN CUT OFF OFF CHAT THREE TIMES. ON HOLD ON THE PHONE FOR 35 MINUTES AND THEN ATT DROPPED THE SIGNAL THERE. ( I WAS ON A LAND LINE) ALL OVER AN ORDER I PLACED TWO WEEKS AGO FOR A COUPLE BOXES SO I COULD RETURN SOME EQUIPMENT TO DTV FOR CREDIT. THEY SAID THEY MAILED THEM. THE BOXES NEVER ARRIVED SO I WANTED TO REORDER THEM IN TIME TO GET THEM TO THE CURRENT ADDRESS BEFORE WE HAD TO LEAVE. WE HAD PLENTY OF TIME WHEN I FIRST ORDERED THEM BUT NOW WE HAVE TO HAVE THEM BY 3/20/17. SPENDING AN ADDITIONAL HOUR OF MY TIME TODAY ADD THAT TO THE HOUR I SPENT ORDERING THEM THE FIRST TIME. I SHOULD BE ON THEIR PAYROLL. THEY SHOULD PAY US WHEN THEY MAKE US WAIT FOR HOURS AND DROP CONNECTIONS OR DONT GET IT RIGHT.HOW DOES ONE GET SERVICE WITH AT&T. I HAVE JUST BEEN CUT OFF OFF CHAT THREE TIMES. ON HOLD ON THE PHONE FOR 35 MINUTES AND THEN ATT DROPPED THE SIGNAL THERE. ( I WAS ON A LAND LINE) ALL OVER AN ORDER I PLACED TWO WEEKS AGO FOR A COUPLE BOXES SO I COULD RETURN SOME EQUIPMENT TO DTV FOR CREDIT. THEY SAID THEY MAILED THEM. THE BOXES NEVER ARRIVED SO I WANTED TO REORDER THEM IN TIME TO GET THEM TO THE CURRENT ADDRESS BEFORE WE HAD TO LEAVE. WE HAD PLENTY OF TIME WHEN I FIRST ORDERED THEM BUT NOW WE HAVE TO HAVE THEM BY 3/20/17. SPENDING AN ADDITIONAL HOUR OF MY TIME TODAY ADD THAT TO THE HOUR I SPENT ORDERING THEM THE FIRST TIME. I SHOULD BE ON THEIR PAYROLL. THEY SHOULD PAY US WHEN THEY MAKE US WAIT FOR HOURS AND DROP CONNECTIONS OR DONT GET IT RIGHT.
0
0
ATTBusinessCare
Community Support
•
3.1K Messages
7 years ago
Hello @kgh127
Thank you for reaching out on our Business Community. I want to apologize for the poor customer experience you had thus far. I will be happy to get you some help and have someone look into this. Please private message me by clicking here the following information, so I can further assist you.
Contact Name:
Contact Number:
Contact Email:
Business or Residential:
Service Address:
Account#:
Thank you.
Chris
Social Media Manager
0
0