We'd love your AT&T Premier feedback!

I must say, I've had to call ATT premier several times for various cases and each time, my experience keeps getting worst.  One issue I had a few months ago was adding another administrator to my account where I've asked the rep to limit the privileges of that admin to a technical resource. I want to restrict the ability of that user so they can not make changes to the account except for assisting end users with support related issues or call for help on behalf of other end users. the AT&T rep said that can not be done and the only way is to make my technical resource a full administrator which I did. My resource call into support for assistance and ATT could not help him as he was listed as an admin but not the right type.  Even though we've noted the account he still could not receive the support he needed.

Today's experience was somewhat similar as a user received a replacement device from Apple but needed to activate his phone. So I called AT&T to note the account that the end user will be calling to swap his phone and provided that rep the requested details to assure the transition would be smooth but did not seem to be the case. I received communication from the end user as he was noted on the account but could not make the change as he needs my PIN to make the changes.  I spent a total of three hours today calling into AT&T twice and still could not resolve any of my issues.

Their support is getting worst and I feel that the reps not properly trained to provide accurate resolutions the first time which requires multiple phone calls. 

What also does not make sense to me either is that you put these layers of security to verify the account which is a good thing but ask your customers to share their PIN which I find is poor security practices. 

Hi @Kemol123,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Shad
AT&T Business Social Media