Friday, March 26, 2010

AT&T Award Winning Customer Service?

I am a very loyal AT&T Customer but after this experience, I feel I need to start looking at alternate vendors. The Customer Service was horrible.

This week I tried to get a simple land line installed for a family member and had to experience AT&T's proclaimed Award Winning Customer Service. After placing the order, the Rep told me that the phone line would be activated on Monday of this week. On Friday of this week, the phone line is still not activated.

This morning, I spoke to 5 different representatives from their Awarding Winning Customer Service Department:

Answer 1: The appointment was logged as a missed appointment, the customer needs to reschedule (The AT&T guy was at the location twice yesterday and left without activating the service).
Answer 2: Due Today - the service is due to be activated today.
Answer 3: The service should have been activated yesterday.
Answer 4: I will contact the work management department and find out why it was coded as a missed appointment.

I asked to speak to a supervisor several times and received several different outcomes:

1) I was placed on hold for 20 minutes and no one came on.
2) I was transferred to the repair service, who told me the status but said I would have to call Customer Service on a Pending Order.
3) I had to give me my phone number and a supervisor would call me back.
4) I was transferred back into the Customer Service phone queue.
5) I successfully reached a Supervisor who was able to reschedule the appointment.

Finally, as a loyal AT&T customer Why not get it all from one company? The answer is that unlike companies like American Express, AT&T does not give you any extra service for being a loyal customer. They treat all customers with the same way regardless of their level of loyalty...Maybe that's the new definition of AWARD WINNING CUSTOMER SERVICE.

Notes: Reps I spoke to: James, Judy, Mrs. Freeman - refused to transfer call to a Supervisor.

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