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James_Dailey's profile

New Member

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1 Message

Thu, Jun 30, 2022 2:48 AM

Customer support

Attempted to contact the support desk five times for Tier 1/2 support to request an upgraded/updated Cable Modem box.  Not one person has assisted me in this process. To top this off, received a text message to conduct a survey.  Filled out the survey an clearly stated, “support has not completed the request fulfillment process”.   Was contacted by a customer success manager, reiterated as to what happened, she told me she would address my concerns and to stay on the phone.  Unfortunately, I was placed on hold for over 30 minutes and she never returned to the call.  Bottom line, AT&T has provided absolutely the worst customer service I have personally ever experienced!   I currently serve as a Tier 1-3 Program Manager for a DOD contract and would be fired for this type of support.  Believe I have wasted my time writing all of this and have not seen any true professionalism to date nor a staff that follows the ITIL Customer Relationship Management  processes…

New Member

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1 Message

1分前

I agree. You'd think I wouldn't have to tell a customer service representative how to be a customer service rep or how to push for FCR, but I do that everyt time I have to call. It's so weird. I hate being the angry escalating customer but I end up in that position every call. Not like CS ever resolves my issues. I usually end up going to the actual att store when I can, but after recent events, that too is pointless at times. It's almost like AT&T wants their customers to have high blood pressure or some stress induced attack. 

ACE - Expert

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22.8K Messages

1分前

So unplug your modem.  Call them back (1-800-288-2020) and say your modem is not working and you have no idea why.  AT&T is not in the business of just sending you a modem without just cause.

What modem do you currently have?

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