Greg's bite: AT&T's dumb customer service
TweetFollow Us on Twitter

Greg's bite: AT&T's dumb customer service

By Greg Mills

At a time when AT&T appears to be working overtime to batten down the hatches due to the launch of iPhone on the Verizon network, one would think they would be very nice to loyal existing post pay iPhone customers. That would be thinking wrong. 

I have currently have two AT&T accounts, one each for my iPhone 3Gs and iPad, my wife has an AT&T dumb phone account and we have her younger sister on a fourth AT&T account to support her iPhone. That amount to a total of four active AT&T accounts that have never been late in four years. How grateful is AT&T? Not very appreciative it seems. Today AT&T has royally ticked me off.  I have spent half an hour on their web site and two hours on the phone with nothing changed but my blood pressure.

My sister-in-law traded in her old iPhone 1 that I gave her a couple of years ago for a new iPhone 4 at her local AT&T store. She paid the $18 to activate her new phone and also paid the $200 to upgrade, but was unable to set up a family plan to put her new husband on the same account, since my wife was showing in their records as the account owner.

No problem, I told my wife, I will call our friends at AT&T and have them take you off her account. After waiting for about 15 minutes, punctuated with the occasional press 1 for English, press 3 for billing issues, Press 0 to talk to a human being, "please wait as our call centers are busy today" and then 15 minutes of irrelevant advertising and prompts to do things I didn't even care to know about...   

Finally, someone came on-line and took all the information over again that I had punched into the key pad of our land line. She asked me for a number she could reach me at if my call dropped, so I gave it to her with the comment, "don't worry, I'm not on an AT&T cell phone so the call is unlikely to drop." There was a sort of embarrassed laughter.  Remember my original advertising slogan "AT&T, no bars in more places"?  I have a new one: "AT&T, customer service, dumb as a bag of hammers".

After explaining that we just wanted to take my wife off the account I was advised that there would be an $18 charge to remove my wife from the account if we did it at an AT&T store or by phone but it was free on-line. Never mind, my sister-in-law was able to upgrade the phone and extend the AT&T contract for another two years without my wife's knowledge or consent.   

OK, thanks for not helping me; I'll go on line. Well, I build web sites and for the life of me I couldn't find the right options to change the account information or even access the account despite entering all the correct account information. Using the search system leads to all dead ends. OK, so we'll try the "click to chat" feature ...  wrong, it demanded the very password that wouldn't work just to chat with someone to find out how to get the darn password working.  Locked out. Circular reasoning on wheels ...

The second phone call to AT&T customer service made it crystal clear that if I was willing to pay them $18 to get my wife taken off the account that already had my sister-in-law on it, they could do it over the phone. They simply wouldn't take my wife off the account without charging us. That sounds like DirectTV. Ever try to cancel an account at DirecTV?  

Since there is a 30-day return policy on new phones at AT&T, we will simply have her return the new AT&T iPhone 4, close the account and open a new account, perhaps at Verizon. Hopefully, they will wave charges for restocking the iPhone.  Version is sounding better all the time. My two-year contract is up 5/17/11.   

By the way, the AT&T ads about surfing the Internet while talking on the phone is nuts. In four years of using an iPhone there hasn't been a single situation where I needed to do that. Grasping for straws, AT&T?

That's Greg's Bite out of AT&T's hide for today.

(Greg Mills is currently a Faux Artist in Kansas City. Formerly a new product R&D man for the paint sundry market, he holds 11 US patents. He's working on a solar energy startup using a patent pending process of turning waste dual pane glass into thermal solar panels used to heat water. Married, with one daughter still at home, Greg writes for intellectual web sites and Mac related issues. See Greg's web sites at http://www.gregmills.info . He can be emailed at gregmills.mac.)

 

Community Search:
MacTech Search:

Software Updates via MacUpdate

Lyn 1.8.5 - Lightweight image browser an...
Lyn is a fast, lightweight image browser and viewer designed for photographers, graphic artists, and Web designers. Featuring an extremely versatile and aesthetically pleasing interface, it delivers... Read more
Apple iOS 10.2.1 - The latest version of...
iOS 10 is the biggest release of iOS ever. A massive update to Messages brings the power of the App Store to your conversations and makes messaging more personal than ever. Find your route with... Read more
Apple Security Update 2016-003 Supplemen...
Apple Security Update is recommended for all users and improves the security of OS X. For detailed information about the security content of this update, please visit: http://support.apple.com/kb/... Read more
Apple macOS Sierra 10.12.3 - The latest...
With Apple macOS Sierra, Siri makes its debut on Mac, with new features designed just for the desktop. Your Mac works with iCloud and your Apple devices in smart new ways, and intelligent... Read more
BetterTouchTool 1.992 - Customize Multi-...
BetterTouchTool adds many new, fully customizable gestures to the Magic Mouse, Multi-Touch MacBook trackpad, and Magic Trackpad. These gestures are customizable: Magic Mouse: Pinch in / out (zoom... Read more
Viber 6.5.5 - Send messages and make cal...
Viber lets you send free messages and make free calls to other Viber users, on any device and network, in any country! Viber syncs your contacts, messages and call history with your mobile device, so... Read more
Opera 42.0.2393.137 - High-performance W...
Opera is a fast and secure browser trusted by millions of users. With the intuitive interface, Speed Dial and visual bookmarks for organizing favorite sites, news feature with fresh, relevant content... Read more
iClock Pro 3.4.7 - Customize your menuba...
iClock Pro is a menu bar replacement clock for Apple's default clock. iClock Pro is an update, total rewrite and improvement to the popular iClock. Have the day, date and time in different fonts and... Read more
PhotoDesk 4.1.5 - Instagram client for p...
PhotoDesk lets you view, like, comment, and download Instagram pictures/videos. (NO Uploads! / Image Posting! Instagram forbids that! AND you need an existing Instagram account). But you can do so... Read more
Capo 3.5.1 - Slow down and learn to play...
Capo lets you slow down your favorite songs so you can hear the notes and learn how they are played. With Capo, you can quickly tab out your songs atop a highly-detailed OpenCL-powered spectrogram... Read more

Clash Royale gets some serious balance u...
| Read more »
Ironhide Game Studio prepares for a busy...
Kingdom Rush breathed fresh life into the tired tower defense genre way back in 2012. The game was a robust challenge that somehow managed to lift you up, rather than leaving you feeling crushed and hopeless. The rich array of unit types and... | Read more »
Collect pets and sling arrows in Arcane...
Mobile gaming is a crowded market, but regular updates are a good way to keep us attention-short players keen. The brand new content in Arcane Online is a prime example. Published by Japanese developer Gala, Arcane Online is a fantasy MMO that... | Read more »
Super Mario Run dashes onto Android in M...
Super Mario Run was one of the biggest mobile launches in 2016 before it was met with a lukewarm response by many. While the game itself plays a treat, it's pretty hard to swallow the steep price for the full game. With that said, Android users... | Read more »
WarFriends Beginner's Guide: How to...
Chillingo's new game, WarFriends, is finally available world wide, and so far it's a refreshing change from common mobile game trends. The game's a mix of tower defense, third person shooter, and collectible card game. There's a lot to unpack here... | Read more »
Super Gridland (Entertainment)
Super Gridland 1.0 Device: iOS Universal Category: Entertainment Price: $1.99, Version: 1.0 (iTunes) Description: Match. Build. Survive. "exquisitely tuned" - Rock Paper Shotgun No in-app purches, and no ads! | Read more »
Red's Kingdom (Games)
Red's Kingdom 1.0 Device: iOS Universal Category: Games Price: $4.99, Version: 1.0 (iTunes) Description: Mad King Mac has kidnapped your father and stolen your golden nut! Solve puzzles and battle goons as you explore and battle your... | Read more »
Turbo League Guide: How to tame the cont...
| Read more »
Fire Emblem: Heroes coming to Google Pla...
Nintendo gave us our first look at Fire Emblem: Heroes, the upcoming mobile Fire Emblem game the company hinted at last year. Revealed at the Fire Emblem Direct event held today, the game will condense the series' tactical RPG combat into bite-... | Read more »
ReSlice (Music)
ReSlice 1.0 Device: iOS Universal Category: Music Price: $9.99, Version: 1.0 (iTunes) Description: Audio Slice Machine Slice your audio samples with ReSlice and create flexible musical atoms which can be triggered by MIDI notes or... | Read more »

Price Scanner via MacPrices.net

Deal alert! 13-inch 2.0GHz MacBook Pros for $...
B&H Photo has the new 2016 13″ 2.0GHz non-Touch Bar MacBook Pros in stock today and on sale for $225 off MSRP. Shipping is free, and B&H charges NY sales tax only: - 13″ 2.0GHz MacBook Pro... Read more
Free LibreOffice Portable 5.2.4 Complete Offi...
PortableApps.com and The Document Foundation have announce the release of LibreOffice Portable 5.2.4. LibreOffice Portable is an Open Source full-featured office suite — including a word processor,... Read more
Apple Planning Three New Tablets For 2017 – D...
Digitimes’ Rebecca Kuo and Joseph Tsai say that unnamed insider sources report Apple having three new tablets in the pipeline for 2017 release: a 9.7-inch model with a friendly price range, a new mid... Read more
Roundup of 15-inch Touch Bar MacBook Pro sale...
B&H Photo has the new 2016 15″ Apple Touch Bar MacBook Pros in stock today and on sale for up to $150 off MSRP. Shipping is free, and B&H charges NY sales tax only: - 15″ 2.7GHz Touch Bar... Read more
Apple refurbished iPad Pros available for up...
Apple has Certified Refurbished 9″ and 12″ Apple iPad Pros available for up to $160 off the cost of new iPads. An Apple one-year warranty is included with each model, and shipping is free: - 32GB 9″... Read more
16GB iPad Air 2, Apple refurbished, available...
Apple has Certified Refurbished 16GB iPad Air 2s available for $319 including free shipping. A standard Apple one-year is included. Their price is $60 off original MSRP for this model. Read more
Apple iMacs on sale for up to $120 off MSRP
B&H Photo has 21″ and 27″ Apple iMacs on sale for up to $120 off MSRP, each including free shipping plus NY sales tax only: - 27″ 3.3GHz iMac 5K: $2199 $100 off MSRP - 27″ 3.2GHz/1TB Fusion iMac... Read more
Apple refurbished Apple TVs available for up...
Apple has Certified Refurbished 32GB and 64GB Apple TVs available for up to $30 off the cost of new models. Apple’s standard one-year warranty is included with each model, and shipping is free: -... Read more
Save up to $350 with Apple Certified Refurbis...
Apple has Certified Refurbished 2015 21″ & 27″ iMacs available for up to $350 off MSRP. Apple’s one-year warranty is standard, and shipping is free. The following models are available: - 21″ 3.... Read more
2015 12-inch Retina MacBooks, Apple refurbish...
Apple has Certified Refurbished 2015 12″ Retina MacBooks available for up to $410 off original MSRP. Apple will include a standard one-year warranty with each MacBook, and shipping is free. The... Read more

Jobs Board

*Apple* & PC Desktop Support Technician...
Apple & PC Desktop Support Technician job in Manhattan, NY Introduction: We have immediate job openings for several Desktop Support Technicians with one of our most Read more
*Apple* & PC Desktop Support Technician...
Apple & PC Desktop Support Technician job in Stamford, CT We have immediate job openings for several Desktop Support Technicians with one of our most well-known Read more
*Apple* Retail - Multiple Positions - Apple,...
Job Description: Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, Read more
*Apple* Site Security Manager - Apple (Unite...
# Apple Site Security Manager Job Number: 54692472 Culver City, California, United States Posted: Jan. 19, 2017 Weekly Hours: 40.00 **Job Summary** The Apple Read more
*Apple* macOS Systems Integration Administra...
…most exceptional support available in the industry. SCI is seeking an Junior Apple macOS systems integration administrator that will be responsible for providing Read more
All contents are Copyright 1984-2011 by Xplain Corporation. All rights reserved. Theme designed by Icreon.