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darkknight1's profile

Tutor

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1 Message

Wednesday, August 18th, 2010 7:42 AM

Premier customer support: extremely long wait times

I ordered a phone online which shipped on time and got to the fedex facility close to my home. I called the fedex facility to arrange a pickup and the rep said that my phone was already sent back to AT&T because the address was incorrect (inefficiency #1). I have called them four times and just today I was put on hold for more than 30 minutes. I just want to cancel the order now. And to do that I'll probably have to go through the same excruciating process tomorrow. Guys, have an email address to contact premier support - which age do we live in. Unbelievable!

Former Employee

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9 Messages

14 years ago

Hi darkknight1

 

Thank you for participating within the AT&T Business Forums.  We would need further information to better assist you.  We have sent you a Private Message with further details on what information we would need.

Teacher

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1 Message

14 years ago

I agree. I've (so far) been on hold for about 10 minutes waiting for someone to answer the phone. AT&T doesn't even have the sophistication to tell you how long you'll be holding before subjecting you to that awful "please wait forever" music that you hear while in queue. 

 

When this whole deal was called Cingular, I would get through to a business support specialist within seconds of entering my information into the voice response system. Now, it would seem that I'm lucky if I get someone to answer the phone at all! 

 

I groaned when Cingular became AT&T, because Cingular really used to care about customer service, and they made massive improvements in their servicing over the years. Now that we're stuck with AT&T, who makes no secret about proving everyday that customers to them are little more than numbers in a pile, I almost never call, because I know that I'll get horrible service.  Perhaps that's what AT&T is trying to do - give such poor service that people stop calling them!

 

I wish that I hadn't been so loyal to this relationship (12 years so far) because I feel like I get nothing in return.  (Oh, still waiting on hold at 10:09 EDT...15 minutes now.)

Teacher

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5 Messages

14 years ago

The wait times for premier customer support are completely unacceptable.  I've had to call several times about the issue I'm having, and each time have spent over 30 minutes holding. 

Premier support promises that they will contact me about my issue, and then NEVER do.  Right now I'm on hold trying to get information that they PROMISED would be emailed to me before now....

AT&T, this 'premier' support is just the opposite.  I've received fast, prompt and knowledgable service at AT&T stores and from the 611 number.  Every time I've contacted premier - it's been a nightmare.

Contributor

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1 Message

11 years ago

Two years later, the wait times are still 20 minutes plus. 

 

I may not need AT&T premier for my iPad after all. 

Teacher

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17 Messages

8 years ago

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