Re: (Complaint) FYI, I hate making complaints but as 45-year long loyal customer who loved AT&T until now, I have no choice. Being disabled it would be appreciated if someone gave me the courtesy and took the time to read this and address it. Thanks.
10-7-19 Dear AT&T As former law enforcement officer on a 100% VA disability from a combination of preexisting war wounds and job related injuries I was taught to take notes and write down all the particulars of a complaint ergo the following: On 10-4-19 I called AT&T thinking I would speak to someone in customer service who could help me in upgrading my Internet speed.
For about an hour starting at 10:52 A.M, I spoke to a guy named Rick from Jacksonville Florida. I told him I was mad because I just spent 13 minutes trying to reach my doctor on the VA Secure Messaging site for veterans and was ticked off that I never got through.
I wrote down the speeds and time to show how slow it was when trying to access my doctor’s site but it was too long to put here. I had to stop the cursor and restart it several times. I previously found that it loaded up a little faster when you stop and restart it.
I needed to discuss my health issues with my doctor so, it was important to get in contact with him. Rick was very sympathetic and understood the need for having a faster speed. He told me I could get a 1.5 MBS upgrade from my 758 MBS.
While talking about speed, I said I would check the speed test site I have on my computer tool bar while we talked. I did a couple separate tests that showed the different speeds, all were different and low. One down load was 0.51, up was 0.08, ping 122.40. Another was down 0.27, up 0.13, pings 136.75. Rick said he recorded it on his computer so you can check it out.
I don’t know much about the speeds; I only know that my machine is very slow. Rick suggested that I have a technician come out to the house and check the wiring to make sure there wasn’t a problem there so, he set up an appointment for me for Saturday 10-5-19 between 1&5 P.M. and then told me he couldn’t give me the upgrade in his department, he would have to transfer me.
He waited on the phone with me for several minutes for someone to pick up in customer service but no one answered. After about 10 to 15 minutes or so I told him there was no sense of him waiting with me so, I told him to hang up and leave me on the line and I would wait.
He said he wanted to call me Monday for a follow-up so, I said around 11:00 A.M. would be okay. This should all be in the computer at AT&T. A few minutes later at 12:02 P.M. a guy named Channing from the Philippians answered.
I explained my life away again and was told that he didn’t do the changes I needed so, he transferred me again to a completely incompetent idiot named Sam, also in the Philippians at 12:14 P.M. Without exaggeration I had to tell this guy my name and address about a half dozens or more times as well as my account number that I read off my billing statement.
He must have said, " thank you for your patience more than a dozen times” as if that would suffice. He kept questioning the 4 accounts that I have in a bundle with AT&T because he couldn’t find my Internet account to verify it. I said that he should read back my account number to me to make sure he copied it down right.
Instead of doing that, he asked for it again. At that point I had been on the phone for over an hour and was ready to give up and he said, " Oh! I’m sorry but we don’t have that speed in your area yet.” He went on to say that the company is putting in fiber optics in my area and that someone would contact me when it is completed.
He also said that the first guy named Rick lied to me and that he would put that in the computer. We hung up at 12:38 P.M.. For some 8 years now I’ve been calling AT&T off and on asking if I can get a higher speed. They always said it will be there soon, which was baloney.
One of my biggest issues is when I tried to send a couple of pics with text to my state senator through my desktop computer a few weeks ago. I let it run for 45 minutes checking back and finally gave up. The little cursor just kept spinning and spinning and spinning.
I tried my tablet knowing it took 8-10 minutes to send one email with 2 pics and it finally went through after several minutes but I thought my desktop would work faster ergo the attempt, which brings me to the Saturday appointment.
After waiting for 3 hours and 40 minutes for the technician to arrive, I got a recording call from number 1-888-321-2375 at 4:40 P.M. telling me that someone would be there in 20 minutes at 5:00 P.M. When no one showed up, I called the above number at 5:40 P.M. a couple of times trying to speak to a person only to end up having to deal with a recording that didn’t understand that I wanted to speak to someone about my appointment.
I kept being told to punch key # 8 to report a channel problem. When I changed the wording saying it was an, "appointment scheduling issue” I got the same response. On my second attempt I hit the 8 and listened until the end and was told to hit "0” to speak to an agent.
I ended up back at the Philippians once again speaking to a guy named Michael. I started to tell him that I wanted to know when the tech guy was coming. He blew me off putting me on hold. I waited a couple of minutes and gave up thinking that the tech guy may show up anyway.
Much to my dismay, to say I was extremely stressed and disappointed once again would be an understatement. It was an hour and ten minutes after my 5:00 appointment that I got another call from a recording at 6:10 P.M. saying that my "installation appointment” was canceled telling me to call 1-800-288-2020 to reschedule.
This was the same number I started out with earlier. As for the tech checking out my Internet issue, it wasn’t about having an instillation as the recording stated so, I don’t know if that was a problem with the order. This time consuming stressful nasty way to treat a very long time customer should not be tolerated.
I was misled and treated poorly by people that don’t have the customer’s best interest in mind making the whole rotten experience all for nothing. If I learned nothing else in life, if it happened to me then it happened to thousands of others. In closing, I want to add that many years ago I was given a $100.00 to come back to AT&T.
At this point in time, I wouldn’t take a $1000,00 for the grief I was put through. What I don’t need is a pat on the head and a simple apology. I want to know what you are going to do about keeping me as a customer before I go public in a big way.
As a writer for many newspapers you can goggle my name if you like to see who I am. Please respond. Respectfully, 100% disabled Marine Vietnam veteran and former law enforcement officer. Gregory J Topliff