Posts Tagged ‘customer service’

AT&T Sucks!

Normally I like to keep things light hearted around here, but today I just need to vent.

So, about a week ago my cell phone battery stopped holding a charge. I would charge the thing all night and by 10:00 the next morning the battery would be dead whether I used it or not. I went to my local AT&T store, and they gave me a new battery free of charge.

Well, the new battery didn’t help. Still the same problem. Charge it all day, take it off the charger and within a very short time the battery is dead. So now I figure it has to be something wrong with the phone which I only got back in March so it is still under warranty. I go to the store again, and am told they cannot do warranty exchanges and that I need to either drive to a warranty center in south Tampa or do the exchange online.

So I go home and get online to do the exchange. I order the new phone and wait. In the meantime I can now only use my cell phone when it is plugged in which is pretty inconvenient for a cell phone.

Finally five days later the new phone shows up in my mailbox. I hurriedly open the box, thankful that once again I can use my phone. HOORAY!

Well my enthusiasm is short lived as I open the box to find a new phone that has no battery, no SIM card, and no back cover. “Oh well, whatever” I think to myself and I take the missing parts off of the old cell phone and put them on the new cell phone. Problem is my new battery is now not working because of using it the old broken phone and so I still cannot use the new phone.

So I take the new phone and phone parts back to the AT&T and find the store swamped with people so I have to get on a list and wait to be called. This time they don’t have a battery so they tell me they can order one, but it won’t get here any sooner than Monday (six more days away.) I offer to buy a new phone because I don’t want to/can’t wait six more days for a phone that works, but again I am told they can’t do anything because they don’t offer warranty credits at the store.

So frustrated, I accept the bad news and leave to go home. Once home I plug my phone in and call AT&T customer service. I explain the problem, and ask if there is any way to expedite getting the new battery to me because my wife is out of town and I have no other phone. I am told that since I already ordered a battery in the store they can’t hurry the order up.

I ask if they can cancel that order and place a new order to overnight the battery. “No sir, since you have already placed an order in the store we cannot do anything else for you.”

Bottom line … wait six more days for your new battery and hope that fixes the problem. If that doesn’t fix it call us back and then we’ll send you some more parts, you can wait five to six more days until they get there and then hopefully you will have service that works.

Thank you AT&T for being so understanding and helpful.

UPDATE: NO, THE NEW BATTERY DID NOT FIX MY PHONE. At this point I was so mad I just packed up all the phones and parts I had and sent them back in the return box with a note telling them to either send me a complete phone that works or cancel my service.

Of course it turns out that was not the proper procedure and now they would DO ABSOLUTELY NOTHING to correct the problem except offer to sell me a new phone at full price.


Read Full Post »