Management escalation

The lack of a response or someone reaching out through a private message to get more information isn't surprising.

The problem boils down to either a service department that is inept, or a culture issue. I'd say it's the latter, since the service departments are very good at adding services and updating billing.

This incident pointed out a problem with our ordering system for AT&T services, where users were ordering mutiple services, with AT&T gladly accepting and charging for both requests, while only one was needed to give the users what they wanted (basically this applies to international service, we had users ordering an all in one plan, then submitting a second order for a specific feature, which was already included in the all in one plan)

Hi corpuser,

We have sent you a message with instruction on how to get us the information we need to better assist you.

Keep in mind that most of the people in Customer Service are sub-contract temps that have their own issues. They can't be bothered with yours.

I have tried to get senior management to pay attention a few times---the whole operation with Premier is horrible.  The website is terrible, you have to wait for special reports to get your bill (and I only have 5 lines), if you use the Premier online chat it takes longer and then they end it by saying you have to call the Premier number!!  I could go on and on, and I rarely vent on forums, but I am done with this company.  The somewhat smart people you occasionally get are still reading from a script.  I recently had a half hour convo about a severe data overage when I traveled internationally.  Three days of usage was charged over and above the plan I bought prior to traveling.  Those three days were more usage than I ever have on my iphone data plan, like NEVER in a whole month do I use that much.  I call them, asking them to look at my average usage, and we keep coming back to "well, that's what the billing is..."  And when you go to an AT&T store it's even worse when you have a Premier plan, some of them won't even deal with you.  VERIZON will be my next iphone purchase.  I will happily pay a bit more not to have to deal with this horribly mismanaged company.  Until then, I just hope I don't have to call them too many more times.  And if I do....I will make sure I pour a glass of wine first...

I wonder if AT&T realizes the days of telling customers to take it or leave it ended once the economic crisis hit. With everyone looking at the bottom line, customers are no longer taking it, especially since AT&T doesn't have the exclusive contracts any more.

So it's been over three weeks since I've sent you the information you asked for so you can investigate, although you disregarded the original question.

From the way the question was sidestepped, and from the number of other users asking for complaint contacts not getting the proper response, it's apparent this is the culture within ATT. Rather than good service and products, ATT is opting to increase profits any way possible, while making it difficult for customers to leave.

Apple has proven it is possible to make a profit by offering products that work as advertised while providing exceptional customer service. ATT it seems, is a dinosaur still behaving like it's the dark ages, and thinks customers have to choice but to grin and bear it. My money is that ATT may go the way of the dinosaurs. 

It seems the ice age may be coming sooner rather than later for ATT and other carriers as Apple looks to start offering wireless service, according to billing world magazine.

Good evening , 

I was given your information from Raven badge ***. I have had many issues over since I’ve switch to att. I’m very unhappy with the run around I keep getting.  Attached to this email is a copy of my original sales call when I switch to att. When I switch I was told that I need to port my numbers over to att and send my final bill to att to get 650 switcher credit. I asked the sales agent did I need to send my cell phone from T-Mobile to  att as part of this program and was informed NO. I ask again to make sure and was told again NO. It is now months later and I still have not received my credit. I’m now getting notice from T-Mobile for $910. I called att and I’m told that I needed to send old phone to qualify.  I no longer have the phones to send back. I was lied to and deceived when switching and now I’m being told I can’t be help.  Sorry but that is not how this will happen. I’m trying this last attempt before I seek legal action. The call is attached to this email with agent lying to me and telling me I didn’t need to send phones back. I want the $910 to pay off T-Mobile as I was promised. Please get back to me with a resolution

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]