Pissed Consumer - Lousy Service - ATT Customer Service

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Lousy Service - ATT Customer Service

Jun 19, 2008

ATT complaint

For the third time in 2 years, our AT&T phone line has developed so much noise, it's unusable. The two previous times, a technician diagnosed the problem as grounded lines, even though the "diagnostic process" AT&T ran showed no problem outside our house.

On this third call to customer service, when I tried to tell the rep that I had already unplugged my cordless phones to see if they were the problem, he got very snotty. ("Ma'am, I didn't ask if you'd checked the phones, I just asked if you had any.")

When he told me that, even though their test said the problem was inside the home, it proved to be inside, I would be charged $71, I responded that this was what I'd been told the last few times. He then asked me how I expected them to fix a problem they weren't aware of. He had no record of any complaints in the last 90 days, therefore, this was not an "ongoing problem." I repeated that this was the 3rd time the problem had occurred, and I considered that an "ongoing problem" and from there, it went downhill.

The guy kept saying "the customer is always right" as he insinuated that I was wrong. I finally told him that whatever he was saying, that wasn't the message he was sending and that I was not going to argue with him, he should just schedule the call. He continued to suggest that I would end up paying the $71 dollars and that I was being difficult while scheduling the appointment.

In closing he asked if he could help me with anything else. I said, "I very much doubt that you can," and hung up.

AT&T is supposed to be monitoring calls "to ensure proper service." I wish.

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