AT&T – ATT customer service

I'll start with this: Every ATT employee... Especially upper management... Should have to call the 611 number to seek assistance, called ATT Customer Care, which is a total misnomer.

Today around 9:30AM I began the process of contacting ATT to purchase a Cruise Plan for my phone before our upcoming cruise. I'm not going to rehash everything, but I ended up making 5 calls and was on the phone until 11:30AM.

I could not get to a human and the system kept running me in circles. The three times I reached a human they immediately passed me to someone else which wasn't human... Back in the loop. The 5th time I finally was connected with a person. Only problem was we spoke two different languages, I speak English and she spoke a version of English that I could not understand. I constantly had to ask her to repeat herself explaining that I was unable to understand her. I didn't dare ask to speak to someone else... Not enough hours in the day for that. She kept calling me Mr., not by my name, but just Mr.

I tried to politely express my frustration, and after finally getting the Cruise plan added to my account for the scheduled cruise days, she asked me to explain why I was to frustrated. I told her an abbreviated version of the 2 hours I'd lost trying to do something that should have been so simple.

Then she immediately went into a sales spiel. Of course I couldn't understand much of what she was saying except that she was offering products "for my enjoyment". After asking her to repeat another 3 times I still don't know much of what she was saying and she wouldn't take no for an answer, so I hung up.

They don't have a clue about "Customer Care". I have come to the conclusion that real customer service has faded away like the dinosaur, never to be seen again. If upper management made a call in to Customer Care once in a while they would understand our frustration.