AT&T
Internet
United States of America
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AT&T Called me a liar, refused to replace parts under warranty, Internet
*Consumer Comment: coverage
3Author
3Consumer
0Employee/Owner
This is the basics and part of my 4 page letter emailed to all the AT&T email address I could find:
Dear AT&T, I have experienced disgraceful customer service from your company this past month. In short, I recently moved to an area where service is minimal at best and was trying to find a way to continue using my phone. I am handicapped and unable to drive or get into town, which is an hour away, so calling customer service is the only way I can communicate with your company.
Your companies customer service (apart from Gary ****) has hung up on me, failed to return calls when promised, given false information on multiple occasions, told me I was a LIAR, refused to send out warranty replacements when within warranty, and treated me like I was completely worthless. Please note that throughout all of the calls made over the last few weeks, no matter how rude a representative was to me, I never once called someone a name or cursed at them. I simply wanted what I pay for.
Basically after many calls and issues, they sent a microcell which did not help and drained my battery, refused to replace it bc they couldn't remember where it came from, and then called me a liar. The store i dealt with at one point was having conversations about cookies with her employees while i was trying to explain the situation to get an mcell mailed instead of going to a store. None of my calls ended with my issues being resolved. It took 3 weeks to get one battery mailed out to me (today) after speaking with 3 reps and 2 supervisors.
END OF LETTER: I hope this letter helps you understand this situation and how it has affected me. Because of the above issues and after being treated as horribly as I was by your staff, I believe I have no other option than to demand my service to be canceled without the 800$ ETF. In essence, I am being penalized and forced to pay despite the fact that AT&T has treated me terribly, not solved my issues, and cannot provide consistent service in my new neighborhood. I expect a call and for my account to be canceled without an ETF.I am sending a copy of this letter to your online customer service email address, the NY chapter of the Better Business Bureau, filing an official complaint online with the Federal Trade Commission, as well as posting it to my Facebook page for the entire social networking world to see how your company handles your customers and the handicapped community.
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REBUTTALS & REPLIES:
3Author
3Consumer
0Employee/Owner
Updates & Rebuttals
#1 Consumer Comment
AUTHOR: Ashley - springfield (U.S.A.)
SUBMITTED: Friday, January 13, 2012
POSTED: Friday, January 13, 2012
So you get a service and it works fine where you live when you purchase it. Then YOU decide to move somewhere where AT+T does not have good coverage and you expect AT+T to fix it? Then you want out of your contract without an ETF? How is you moving somewhere with no AT+T coverage the fault of AT+T? You are the one that decided to move somewhere with no coverage. They tried to help you and the fix didn't work, I'm not sure what you expect them to do.
#2 Update By Author
AUTHOR: katiecakez - (United States of America)
SUBMITTED: Friday, January 13, 2012
POSTED: Friday, January 13, 2012
I understand the comment but, If I wasn't called names and treated so poorly, I would still be working with them to find a solution. After weeks of them running me in circles and not calling me back as promised and then having two reps call me a liar for something we hadn't even been speaking about and having them refuse to replace a warrantied part, thats when I decided i no longer wanted to pay for their service. I should not have to pay a company that calls me names, makes me feel bad, AND does not give me what I'm paying for.
Would you want to pay someone for a service after they spoke ill to you? Would you want to pay those same people when you weren't even getting the service? I think not.
#3 Consumer Comment
AUTHOR: Robert - Irvine (U.S.A.)
SUBMITTED: Friday, January 13, 2012
POSTED: Friday, January 13, 2012
I am still trying to figure you what exactly was wrong? As near as I can tell you had service issues when you moved and even though they tried several things you say it is still not working but they called you a liar. But then you throw in about them not sending an out of warranty replacement when it was in warranty, and then talking about having a battery replaced.
Just to give you a little perspective, representatives at ALL cell phone companies probably hear the "I can't get a signal so I want to cancel my service and NOT pay the EFT fee" a dozen times before lunch every day. Quite obviously a good portion of those people are outright lying because they just don't want the service any longer. Unfortunately even though you may be 100% truthful(and you have posted no reason to think otherwise), they end up having to treat everyone as a liar.
It doesn't help your claim when you say you can't get to a store(where they could verify if there is a phone issue). Again because if there was no phone issue it would be easily proven when you went to the store. So people that are lying(again not saying you) of course would make up some excuse as to not come in, and yes some of those would claim that they are disabled.
Would you want to pay someone for a service after they spoke ill to you?
- I see your point but unfortunately it is not really a case of "WOULD" you. There is no "rudeness" clause in the agreement you signed, and businesses have rude people. So while you may not like it, this probably won't get you out of any fees.
Would you want to pay those same people when you weren't even getting the service? I think not.
- Again, of course I wouldn't WANT to pay for it. But unless they are the reason you are not getting the service, which you haven't really shown, why should they be held responsible for it?
I am also wondering about this $800 ETF fee. Because you talk about only one phone which would have a max EFT Fee of about $325, and this even gets reduced after every month of service. So how in the world do you come up with you having to pay an $800 EFT fee.
#4 Update By Author
AUTHOR: katiecakez - (United States of America)
SUBMITTED: Friday, January 13, 2012
POSTED: Friday, January 13, 2012
The ETF is 800 because there are three lines.
My letter was 4 pages long, so I just posted the main ideas. I'll clarify more.
I never wanted to cancel anything until they got nasty with me. The whole thing started with me just trying to get the best reception available. I had every intention of sticking it out and working with CS to get the best option I could while living in the middle of no where. I never ever ever once asked for my service to be canceled at all and definitely not for free. I never thought I'd have to go through so many hoops and be treated this way.
I was eventually sent a microcell and started using it. It had issues to be short. I tried getting it worked out. No one really knew how to help so one rep one day said hey we will replace it! Warranty said no because it was sent from a store (they could not figure out what store btw) not from CS and that I'd either have to bring it back to the store or wait 30 days to mail it out. The original rep argued on my behalf and after an hour told me it was all taken care of just speak to warranty. He said they'd send me a new one and a new battery. As soon as he hung up and patched me through, the rep said, without introducing herself, something to the effect of I know he thinks we are replacing this but we aren't. I attempted to argue that, but gave up and figured I'd live without the mcell for a few weeks until i could mail it out. I moved on to the battery issue.
They called me a liar about getting a new battery. I had sent back the original one with a warranty replaced phone a month ago (different issues nothing to do with service) so the woman on the phone kept telling me I was not allowed to get another battery since they had just sent me out one. I kept going back saying yes I understand that you sent one a month ago, but I sent that battery back with the original phone when I received the new one, because I had no need for two batteries. Now this battery does not hold a charge because the microcell drains the battery while its on the charger, thus burning it out.
(Not trying to say "I know it all" or something, but i know that my battery went from a normal conditioned battery with 18 hours or more with constant use until I used the mcell for two weeks. After that when NOT connected to the mcell and with full service I was lucky to get 5 hours on standby no wifi no gps)
She then called me a liar out of no where saying I had already said I used it. Almost those exact words out of no where. You said you already used it. Not sure where she got that from or why.
I asked to speak to a supervisor and she said, "yea what she just gonna tell you 'da same damn thing I just said," and put me on hold. Supervisor came on and just spoke over me saying that they were not going to replace my warrantied part along with other colorful conversation about me being a liar.
No need for more detail on her overall attitude.
The end of this conversation was when she basically told me if I didn't like it I could cancel for 800$
Hope that clears some of this up. Sorry about the confusion.
#5 Consumer Comment
AUTHOR: Swan - Council Bluffs (United States of America)
SUBMITTED: Friday, January 13, 2012
POSTED: Friday, January 13, 2012
Her problem is that she is promised coverage by both their own coverage maps and she is getting neither. All the technical issues and no support? People have been let out of their contract for dropped calls. Someone at AT&T should stand behind their products and start taking their job seriously.