AT&T
reviews and complaints

I had a nightmarish experience with one of the Manila based call center of AT&T. All I wanted was a little assistance regarding the coverage issues in my area and I get hours of waiting, extremely difficult to understand Reps on phone and no resolution at the end of nearly an hour’s ordeal. Did someone have a similar experience like I did ?

Thanks,
Heather

After scheduling an appt and waiting for an entire month for installation, the guy actually shows up on time (between 1pm and 3pm). After spending 20 minutes looking around he says he has to check for service down the street and would be right back. He leaves and NEVER returns. Doesn't call...nothing. That evening, I get a call from AT&T installation asking when i would like to schedule with them. Are you kidding me? I tried to explain to the lady what had happened and she refused to listen. After telling her 3 times that they were fired, she asks me when I would like to schedule.

I talked to a co-worker today and the SAME THING happened to her yesterday. Unbelievable. Thank you, At&T for the wasted day of vacation.

Attention At&t: Date: 10/07/2010
Referal number: [protected]
My name is Crystal Nicole Anguiano my social security number is [protected]. Back in 2006 i did have a phone on under my name but i Did turn it off because i moved to Sacramento California in June of 2006. I found out later on my mother used my S.S number to turn the phone back on under my sisters name Kristie Anguiano. Aslo recently found out from At&t that ther are 2 other phone lines open under my social security number in 2008 or 2009 and 2010 for the amount of $434.39. I refuse to pay these phone bills because i did not turn these phones on and i would like them to be turned off. I notified At&t I had to send proof of address that i was living in Sacramento my Califorina, Identificaton card, and also my S.S card. they said they would turn the phone and apologized to me for their mistake also gave me information for Fraud. All this information At&t will have. I did call and and put a fruad alert on my social securtiy. I really would appreciate it if this matter be disputed. Thank you for your time.

Sincerly,
Crystal Nguiano

At&t prepaid cell phone go phone will not refund prepaid money if you cancel service.

I prepaid $100 so minutes would not expire for one year.
I road cross-country on my motorcycle - poor coverage outside cities.
I came home and wanted to cancel service.
They still have over $80 of mine which they will not refund.

Bellsouth for years has had free personal web pages for those who subscribe to their DSL services. Suddenly they have discontinued ALL tech support for the personal web pages. I spent two hours on the phone trying to get some help because I suddenly couldn't ftp files to my website. Nobody could help -- nobody! Finally some guy with Verio (who handles their paid website hosting) told me the tech support for personal web pages had been discontinued. And he couldn't even give me an address or phone number so I could write or call with my complaint. I think it's time I switched my phone service.

Has anyone see that advertisement yet about [protected]@T's new service for $14.95 a month ? Stand Alone DSL. The service is nothing new actually, it was requirement mandated for them by the FCC after aquiring SBC Global. Problem is they didn't want customers to have so they didn't actually start advertising it until now. I have had the service before in 2007 and it took me the this same ringer to get, but then it was new so I chalked it up to that. Now after seeing the recent marketing promotions and adverts, I decided to take them up again on it, and see if they could connect me . Here is what happended which was almost a repeat of the exact same thing in 2007 when trying to establish dsl service.
Still waiting for dsl service in New Oleans metro neighborhood. Original Date was given from online order of 8/12/2010. Around the 13th I eagerly hooked up my modem, and no dsl sync . I remoted in to modem to look at log file, no dsl sync ( IE no service), checked pots line outside, not syc from test jack outside house ( this is the MPOE to the house so as any dsl tech would tell you, that means no service). I called for about a week straight 24-30 calls, seriously ! Each call round 1-2hours of explaining the same thing over and over and over and over and over again, and they kept insisting it was a problem with my modem ect, even thought I myself am a dsl tech and have proven this was not the case. Finally they did a test after the 24th call and verified just as I had said that there was no sync to my line. I was then given a new date of 8/24 because they had to do some work in my area. That date came and went and repeated the same incident of me calling and explaining the same thing over and over and over to about 24-25 different people from Inda. and finally, they sent an ATT tech out who wanted to come inside and look at my modem ! I directed him outside to the pots line and he hooked up his laptop to the test jack and confirmed, yes you guessed it ! NO FU**ING sync ! !And these jerks were going to bill me for this !When the problem was clearly on their side ! So then I was told by this tech that they would make repairs on ATT side and I would be notified when DSL was available at my location and I could connect my modem . Well its now 10/03/2010, I have been calling about every few days or so, and nothign is still being done . This is ridiculous . If it wasnt for cable internet I would have been out of service for almost 2 months. ATT is the worst most horrible serice, their Iphones are overmarketing garbage their service is beyone unreasonably horrible, their techs are newbies without a clue, they should just die out and let real ISP's come in an take over the DSL market, so people can actually get service.

On Thursday, August 12, 2010 at about 9:30 a technician (Barron) came
out to install my U-Verse service. When setting up my appointment with
customer service, I was told that the job would take no longer than 4
hours and that I did not need a television for the install. However,
when Mr. Barron arrived, he informed that he would have to completely
wire the whole house and that a TV was needed. Because I had only taken
off part of the day, I told Mr. Barron that I had to go back to work. I
also went to Wal-Mart to buy him a TV for the install.

For the install, my husband and I marked the walls where we were going
to put televisions. I showed Mr. Barron each area, and he briefly
explained how he was planning to complete each task. He also told me
that he was going to have to get someone else to come out and help him.

Mr. Barron was very nice, very friendly and very informative;
therefore, I felt confident that he could do an excellent job.

My husband got off from work around 2:00pm and came home to see Mr.
Barron's progress. Yet, to his surprise, some of the cables were
installed in the middle of the wall. On the outside of the home there
is 20ft of white cable going down the side of the house. In the closet,
the wires are sticking out. When my husband asked Mr. Barron why he
installed some of the cable this way and he stated, "this is where your
wife said to put them."

I immediately called Mr. Barron and apologized for the miscommunication
and asked him when he could come and move the cables to the correct
location; he told me that he would be back on Saturday.

I felt very bad about the miscommunication; however, when I got home, I
noticed that some of the cables were installed correctly and some were
wrong. Now, if I told Mr. Barron to put the cable where I put the tape
on the wall, why were was some of the cable installed at the bottom of
the wall (which is correct), and no where near the location of the
tape? I was perplexed. I did not know if Mr. Barron was truly
responsible or if it was his friend who installed it incorrectly. At
any rate, Mr. Barron was very nice and I wanted to give him an
opportunity to correct the problem without involving customer service,
making another service call, etc.

On Saturday, August 14, 2010, Mr. Barron explained that he had a large
job and would not be able to come to fix the problem. He stated he
would come out on Monday. Monday came and Mr. Barron had another large
job. When I called Mr. Barron, he said he would try to get out
mid-week. When he did not show, I asked if I should call customer
service. First he said that is what his supervisor recommended, then he
said that he would get out before the end of the week and would not let
me down. Because Mr. Barron was very nice, my husband and I were okay
with that.

On Saturday, August 28, Mr. Barron returned to the home. My husband
showed him the problems, and Mr. Barron informed us that what we needed
would take up to 2 hrs and though he was apologetic, he said that was
time he did not have. Therefore, customer service was called and they
said they would send someone out to the house between 12:00-4:00pm.

The technician that come out to the house was Mr. Eddie. Mr. Eddie
called before he came out to the home. On the phone, Mr. Eddie asked me
what the problem was. When I started explaining, he proceeds to ask me
why didn't I "stay the full 8hrs for Barron to do the work so I could
make sure he did what I wanted." I told him that customer service told
me it would only take 4hrs. He proceeded to tell me, "I am sure they
said it would take at least 4hrs." I explained to him that I knew what
they said because I took off my job for 4hrs. He then tells me that
sometimes things come up when technicians come out to do the job. I
then explained to him the following: 1) when customer service tells me
4hrs, that is all I have to go by; 2) customer service also told me I
didn't need a television for install and that was not true; 3) I am not
a technician; I am a Health Communications Specialist at the CDC;
therefore, I expect the technician to know how to do his job; 4) I
could not call my job and tell them "I changed my mind, I actually need
to take off a whole day to get my cable installed!" After this back and
forth conversation, Mr. Eddie arrived at my home.

When I walked up to Mr. Eddie, he proceeds to tell me that "I do not
like myself right now." When I asked him why, he says, "Because I am
putting myself in the middle of something I have nothing to do with." I
said, "okay, but I had no intentions of calling customer service, my
technician suggested this." He then proceeds to tell me, "Yes, I spoke
with Barron; I trained him." I said, "Okay, " but I was unclear as to
what this information had to do with him doing his job.

Finally, Mr. Eddie said he wanted to see the problems. First, I took
him to the side of the house to show him the 20ft of white cable. He
proceeds to tell me that technicians put safety first and that for Mr.
Barron to climb that high was "a safety hazard for Barron and me, for
that matter, to climb the side of this home with this un level ground
and I am not going to put my life in danger to put up a cable." "Excuse
Me?" I am thinking to myself. So I asked him, "So you mean to tell me
you have never had to climb a high ladder to install a cable?" He, then
proceeds to tell me, "for me to install this correctly, I will need
someone to hold the ladder for me." I told him that my husband and my
dad to help him. He then says, "I need to call an ATT person because if
something happens to me with you, I am not covered." "Okay fine, I
said. If this was a safety hazard, Mr. Barron should have said
something when he initially came out to see what was wrong with the
install. When my husband showed Mr. Barron the cable, he admitted that
the person helping him installed the outside cable wrong and that it
(the cable) did not look good.

Next we moved inside my home. I showed him the problem where Mr. Barron
installed the cables wrong. He told me, "I am sure Mr. Barron installed
them based on what he found in the house; although, I would probably
not have installed it this way." He then proceeds to call Mr. Barron
and tell him how he (Mr. Eddie) was going to fix it. I tried to explain
to Mr. Eddie that the reason why I was a little upset about the install
is because Mr. Barron got a friend to help him and I could not tell who
was responsible for the improper work. That is why I wanted Mr. Barron
to come back out because I did not want to get him in any trouble by
calling customer service and wanted to give him the opportunity to fix
the problem. Mr. Eddie then asks, "did this person work for ATT who was
helping?" I told him, "I don't know, I left before the person got
here." Then he says, "That is why we ask customer to be here during the
install." I then explain to Mr. Eddie that I work just like he works;
can he (Mr. Eddie) ask for a whole day off to get cable installed when
he initially asked for a half day? By this time, I was getting very
upset at Mr. Eddie and his tone.

When my husband came home, I told him how rude Mr. Eddie was to me on
the phone. Of course, my husband got upset and immediately called
customer service.

On the problem downstairs, Mr. Eddie moved the cable down. When he
moved upstairs to the closet area, he said he would install the cable
down the wall. I thought he meant inside the wall so I proceeded to
tell him to drill the hole. However, my mother recognized that the
cable was not "inside" the wall, so she told me to ask why the cable
couldn't be installed in the wall. He proceeds to try again to explain
why something could not be done. My husband come upstairs and expressed
that he felt the wall was hollow. Mr. Eddie then says, "I am sure it is
not. I am sure Barron installed it this way because it was not."
Instead of Mr. Eddie checking to see if it was hollow, he proceeds to
say, "I am trying to help you to the best of my ability, but anything I
do is not sufficient; therefore, I am going to have to call my
supervisor." By now both my husband and my father were very upset
because Mr. Eddie was rude to me. My dad tried to get some
clarification on the problem and Mr. Eddie cut my dad off in mid
sentence, putting his hand up to my dad and saying, "excuse me sir, I
am explaining." At this time, my husband told customer service he
wanted Mr. Eddie to leave.

After Mr. Eddie got off the phone with his supervisor, he packed his
things and left; leaving the job unfinished. Before walking out the
door, he again proceeds to tell me and my family, "I hate myself right
now. Here I am trying to fix a problem and help you out, when this is
not even a job I started and what I am doing is not good enough. This
is wasting my time. I have other jobs to do as well and I took this on
as a courtesy." He then tells us to have a "Blessed Day" and walks out
the door.

I have never had someone be rude like Mr. Eddie. Though Mr. Barron did
not install the cable correctly, he did provide me with quality
customer service as far as how he spoke to me and my husband, and he
did install somethings correctly. That is why my husband and I wanted
to give him an opportunity to come back out to fix it.

Yet, Mr. Eddie was VERY rude. Since when did doing your job become a
courtesy to the customer? Not only have I wasted all this money on
ATT U-Verse service, but I now have several holes in my wall that will
have to be repaired and repainted and this man, Mr. Eddie, talks like
he was doing me a favor? I had no idea that he trained Barron, that
he knew him and frankly, I did not care. I also did not care to hear
how fixing my cable would be risking his life and that he hated himself
for taking on a job he did not start. Mr. Eddie failed to acknowledge
that customer service, not the Tutt's and Goldwire's, asked him to come
to the house. If he was doing Mr. Barron a favor, what does that have
to do with me and fixing my cable?

Just do your job; that is all I ask. When a technician comes to my
home, he is the expert and I expect him to know what to do. All the
extra information is unnecessary. As I stated, Mr. Barron was very
nice, but he did not install correctly and anyone (professional or not)
can see that. Yet, I am not sure if he made the mistakes, or if his
helper was to blame. Add the incorrect install (which I could have
gotten over) to Mr. Eddie's actions and this has been a very unpleasant
and costly experience.

First at&t lied about the services I would get if I opted for their dsl extreme. Second, they never sent my rebate and third they raised my rates after they said there was no contract time limit. Fourth, mr. Baxter at [protected] (Aug 26th, 2010) stated he was a supervisor for customer relations/billing and would surely correct my bill and my plan. He told me how much to send in and even took my check number over the phone. Forward, sept 28th thinking I would see a corrected bill, I called and spoke with a "team lead" mrs. Johnson from jacksonville florida who stated that mr. Baxter has the conversation on record but did not correct it! Again, misrepresentation, even by a supervisor. Shame on you mr. Baxter! Mr. Baxter took my check number over the phone and yet my next bill was not corrected but was higher. Hopefully mrs. Johnson will do the right thing and my next bill will reflect the proper amounts!
I say all those with similiar complaints should call mr. Baxter and remind him he is degrading his company. Two tips: always get the name, city and state of the person you speak with. Ask for supervisors and get their names. Hopefully you will get someone better than mr. Baxter. Keep a recorder handy! I have the ads, conversation documentation and the names of those who did not do their job at at&t. (Always time and trouble aka att)

Here is the deal. I got on here thinking I was gonna get free music cuz that is what you are advertising now you charge me 2o0 bucks for something I didn't even get. I may have logged my number in but I didn't get any music I don't want music from you.. Now I am going to say this politely next won't be nice I won't my money back asap. Or I will file a suite against you and i'll get it back one way or another you charged me for something I didn't want or get. You think i'm playin try me..
Tara

I spent over an hour on the phone with a Direct TV salesman - ordering the bundle package - premier, etc. NO ONE told me that the phone and internet service was with someone other than Direct TV. I was told an amount I would pay and I asked three times was that the amount for all three and how long would that price be effective. I was told forever. At the end of the conversation I was told to call Direct TV Bundle to set up phone and internet installation. I had no idea I was talking with AT&T - their first question was - "How much are you paying for the phone and internet?" I told them I had no idea - that it was a bundle package - why would it matter - there was only one price given to me. After four days and many hours I found out that I would get a separate bill from AT&T and then a bill from Direct TV, but was assured that they would total the amount quoted to me. The next day, I was informed I had a new phone number - after being told I would be able to keep the phone number I have had over 20 years. After three more days and being on hold and cut off and told people would return my calls, etc. by AT&T my phone number was changed. I was not even home. I had delayed the installation for six days to try to work out the phone number, but they came anyway. I had just sent out over 50 invitaions with my old phone number as the RSVP - etc. - you can imagine the problems. I finally found someone at AT&T nice and knowledgeable and he is working on me getting my number back and assured me someone would call me back. IN the meantime, I still have not been able to get on my account with Direct TV to claim my rebates. Could this be because they do not want me to get them by my first bill? I have written five emails - been transferred 10 times back and forth and still cannot get to my account. They claim that they don't have me as an account and yet I am watching Direct TV now - already installed. And by the way, If I can get this worked out I can honestly say it is a million times better than Time Warner!1

Hello a number of years ago I purchased from Cingular an aircard with a true unlimited usage plan, not the 5g/Month that most providers are offering now. On my last bill I was informed that AT&T is no longer going to honor that contract by changing the plan to the current 5g/month max usage. Overages are charged to your account and are very expensive.
I want to know is this even legal? I am not a lawyer but I do know right from wrong. This is a breach of contract on AT&T’s part.
Does this mean I can just decide $60.00/month is to much and only pay $15.00 for the same plan just because I decide too?

I am looking for some information on a class action lawsuit. Does anyone know if a lawsuit has been filed against AT&T?
Don L Love

We moved July 30, 2010 to our new address, we told AT&T first of july, 4 weeks a head of time of the move, on the day of the moved they would shut our phone service off, and connect the phone service at new address, no problem AT&T said. It took us two weeks to get service, we had no phone, no internet. we called everyday only get the runaround and excuses, some times we could understand what they were saying different language. WE WERE PROMISED A $50 gift card for our trouble, have'nt seen a gift card, we called customer service, run around time again, everybody telling something different. AT&T wants their money on time, hell with what we get. I am mad as hell.

Good day! In filing this complaint I would start with installation, AT&T sent me the equipment to install my U-verse internet service and on their instructions they left out a very important step in order for activation. I called AT&T in which they sent out two techs and attempted to place a $55.00 charge on me for what was not even the problem. I did not pay that charge but call them, meaning AT&T back with reference information and they in turn sent out another tech. After listing to that tech I then realize the problem and we got it corrected, at no charge because I made them aware of what they had done. If continuation of this AT&T explained to me after a conversation with customer service that my telephone bill and my internet service would be on the same bill now less the two credits of the first $55.00 dollar charge and an additional charge of $75.00 for a modem I returned back to them. Yesterday I received a now internet bill of $95.62 along with already had received, a telephone bill of $56.36 with charges of phone calls I did not make. After speaking with a gentleman there in the customer service I explained to him of these incorrect charges less the telephone charges in which he said I would be contacted by someone in the company. Hey, I don't trust this company but at this time do have the service so just to make you aware of what they are doing or trying to do is in direct correlation with this complaint and ask if indeed you have contact with the company to administer your services to force then to honor what was first explained to me In regards to my bill being combined, omitting this additional U-verse charge and receiving my credit for the modem I returned, and clearing up these phone charges that are not associated with my calling. In regards to everything listed beside the now phone charges all this was relayed to me when I started this service about two months ago. Date of this complaint: 09/19/2010

When I moved from my apartment in Mauldin, SC to my relative's house in Taylors, SC, I was assured that my DSL had been cut off at the old address and activated at the new. I was never once told (in a 30 minute conversation) that I could not use the original modem without re-registering it. Never once was I told that I had to re-register it, or that the modem had a "go mobile" feature that allowed you to plug it in somewhere else and be billed for it.

So, in short, I was paying the phone/internet bill at my relative's house every month while unknowingly racking up a bill on the apartment's account. I only received one bill, that was the one for July of 2008. After that, the only bills I received were for my relative's account.

All of my mail had been forwarded, and I checked for nearly three months to make sure I wasn't getting anything. I never received another bill for the apartment's line.

In March of 2009, I started having issues with my service. I called and the technician said I needed to re-register my modem. We did and everything was fine after that. Then the collection calls came. For months, I was getting calls from AT&T's Atlanta Billing Office saying I owed them over $200 for internet service. I called and tried to reason with them, but they wouldn't listen and said that they couldn't prove that my service was to be terminated and that I was paying on my relative's account.

One lady said that she could take $150 off to help ease the burden I had bestowed upon myself for not paying my internet. I told her that she was going to take all of it off because I had been paying the internet on my relative's account. One time, I called to get the matter settled with a manager and the girl I talked to was very rude and made me lose my temper.

I said a few explicative terms to her and she informed me that she wasn't giving the phone to her manager if I was going to talk like that. I have stress-induced seizures and I nearly had one that day. I was shaking so much that a fellow co-worker who used to be an ER Trauma Nurse was concerned.

After arguing for months on end and not getting anywhere, (even my relative called and tried to fix it, she is retired from BellSouth- AT&T owns it now) I stopped answering the phone. It went to a collection agency and I tried to sort it out with them, but they said I would have to deal with AT&T if I wanted the charges removed. I tried again to talk to AT&T, but no one would listen.

I spoke with a woman that seemed to understand the situation, but later I found out that not even she could help me. The rule with AT&T is, if you want to dispute a bill it must be done within 90 days of receiving the bill. Because I never received a bill, I couldn't call. I didn't know about it until the account had been delinquent for almost a year.

In the end, I got so tired and so frustrated with all of the harassment from AT&T, that I paid the bill using the last of my tax return. The entire time I was agreeing to pay it with the collection agency, I was sobbing. The man on the phone was really nice and he hated that I had to pay it. I told him everything that had happened and he believed me and said I shouldn't have to, but AT&T wouldn't listen to me.

I am still paying for the DSL on my relative's account, plus her phone bill. I was billed double for the months of August 2008-March 2009. I will never see that money again.

I was contacted about renewing my yellow pages ad and I specifically told the agent I did NOT want to renew. Instead, the agent apparently wrote that I couldn't be contacted and increased my rate from $63/mo to $270/mo. When I noticed the auto-billing and contacted AT&T, I was told that I was part of an auto-renew program and they had no record of my cancelling. I asked for a recording of the call since I HAD spoken with an agent and definitely relayed the cancellation. AT&T says they are going to reimburse me but they have not. They also are still forcing me to pay $840 for an ad wherein I followed their rules of cancellation and they did not apply it. At&T representatives state they have no explanation for not logging my cancellation request, no proof that what I'm saying is untrue, no record of my ever speaking to them, but that I am still liable financially for the ad. This has GOT to be illegal! If you've had similar problems, please contact me!

Hi, I'm using AT&T internet DLS line 3 Mbps speed since one month. But actually my internet speed is very low. When I checked on speedtest.net my internet speed show 1.7 mbps always. It is not even 2 mbps. When I called to AT&T customer care they verified everything on my internet line and they said that since my apartment is far away from the internet server I can not receive 3 mbps speed. Now, I'm paying for 3 mbps speed and I'm not able to receive even 2 mbps. This is ridiculous.

Since I got my business number from AT&T in March, I have had so many issues with AT&T that it's difficult to keep track of them all. I am at my breaking point. The worst part is that each person I talk with at AT&T seems to be more apathetic than the last.

My latest issue is with my high speed internet. I had high speed internet elite service and a home phone line. When I had my small business line installed, the installer said he had to "switch the pairs" with my home phone line. My home phone service stopped working properly. When I called AT&T, they denied responsibility and said they would charge me to send a technician out to check out the problem.

So, instead, I cancelled my home phone service. But, since I had my elite internet service on that line, I had to make arrangements with AT&T to move my internet to a internet direct account not billed on my phone service. Since past is prologue, I was very concerned about the move. AT&T assured me that my internet account would not change and that my internet service would not be down for more than 5 minutes.

Of course, on the scheduled date, my phone service stopped working as it was supposed to at 6am, but my internet was down all day. When I called AT&T, they told me that they should have told me that it could a couple of days. I was beside myself as I work from home and could not afford to be down for days.

The AT&T internet guy finally showed up and got my internet up. However, I noticed that my internet speed was slower. I called AT&T and they said nothing had changed. Then, this week, I got my first bill for the new internet account. The service had been downgraded from elite to pro. I called technical support at AT&T and they said my service had been downgraded and they transferred me to customer service to correct.

Customer service said elite service was no longer "available" to my home but that it should be. We're guessing that when the AT&T installer installed my small business line and "switched the pairs" that he changed something. In any case, AT&T told me someone would be out to check. That was on Sept 8. It is now Sept 15. I am calling AT&T today to find out what the delay is but my expectations are very low in getting resolution.

I cancelled my phone line and got efax.com instead for my fax machine. I am looking at porting my business number to another carrier. I am looking at alternate internet providers in the Dallas area so I can switch that too. By the way, my AT&T wireless service has been getting progressively worse over the past year. As soon as my husband's contract is up at the end of the year, we're both switching to Verizon.

An employee from the brookhaven at&t wireless store is selling at&t wireless items including cellphones, bluetooth earpieces, and other items on ebay. The ebay name is (Just_for_my_children). I feel that this is a conflict of interest because the employee is taking business away from the brookhaven store as well as a possible embezzelment. The ebay # on an iphone is [protected] that is being sold (Apple iphone 3g 8gb excellent condition! 3 mths old).

Wow.

After being a loyal 5 year customer of at&t wireless, I think it's time for my wife and I to take our business elsewhere.
Long story short:

Sept 5 2010: called to order a new palm phone to replace my blackberry that had just died. Spoke to a very polite, very hard to understand indian woman. Everything I said, I had to say twice, everything she said, she had to say three times. I eventually asked for another sales rep. 5 minutes on hold later, I get another indian woman. She was much clearer so I decided to stick with her.
Ordered my new phone, no problem. She asked for my delivery address, I gave it to her, she read it back to me twice, full address and apartment number. City, state and zipcode. Hung up feeling fine about the experience.

Sept 9 2010: stayed home all day to wait for fedex delivery of the phone. Website tracking number stated "out for delivery".. .3pm rolls around, no phone. I look at the tracking number again, site now states "delivery exception: incorrect address"... Great. I call fedex. After 15 minutes on hold, the woman tells me the address is correct but that there is no apartment number. She can't add "4d" to the delivery, I have to call at&t and request that they call in the correction.

35 minutes on the phone with at&t. Rep after rep, hold after hold. The first woman told me, it would be no problem for her to call in the fix. She asked me to wait on hold while she called fedex. I waited... And waited... And waited... Someone else gets on and tells me "the address change has been made, fedex says they will try to redeliver tomorrow, no problem"... I call fedex, "no change has been made, no call from at&t sorry". Already feeling like this is going badly, I call at&t again...

Next woman states, "i can take care of that for you, just let me do some research... I need to put you on hold".. .14 minutes later, she picks up and tells me "ok, I found it, here's your tracking #"... Getting sort of frustrated but trying to be nice, I said "i don't think you understand, i'm not looking for the tracking, i'm asking you to call fedex and add the apartment # that you forgot to add originally to the shipment"... "oh" she says... "please hold"... Click. I was hung up on.

This happens two more times (Getting hung up on/put on hold) before I finally get a very nice southern lady. She listens to my plight, apologizes for the problems and promises "before I hang up, we will get this fixed"... Great. "let me just put you on hold while I call fedex"... I started feeling very relieved. She seemed like she knew what she was doing and was pretty confident. 20 minutes on hold... Stomach aching from not eating breakfast yet... She finally gets back on the line "sir, you have to call fedex and make the change, we aren't allowed to do that"...

Now at this point, I feel like i'm on some sort of cruel reality show, waiting for the cameras to come out of hiding and for a host to tell me it's all a joke. I call fedex again, "no sir, at&t has to call and have the address corrected"...

I call at&t, we're now approaching hour 2 of this nightmare... After listening to their happy ### music for 10 minutes, a rep finally picks up... I demand to speak to a supervisor, he puts me on hold for another 15 minutes. "natalie" finally picks up. I explain the situation to her as well as my complete unhappiness at how i've been treated. I asked her "is it really this difficult to add two digits to an address?"...

Her answer?

"sir, someone should have told you... We actually aren't allowed to change any part of the shipment once it's out the door. What you need to do is wait 3-5 business days for fedex to send the package back to us, we have to check it in, then process a return and then send you out another one".

"and how long does that take in total?!" I ask...

"anywhere from 10-20 business days usually... " she says.

I explain again that i've been charged in full for this phone, the invoice for the phone has my complete address on it (Including apartment number) and that i'm now being punished because someone at att didn't create the shipping label correctly. I asked her if she thinks that's really an appropriate way to treat a 5 year customer...

"again sir, that's the policy".

Zero compassion for the 3 hours I just wasted, zero compassion for the fact that they screwed up, zero apology for the error... And now i'm told to sit on my hands and wait a few weeks to get the replacement phone that I use for work. I was so disgusted with the way she was talking to me that I wanted to smash the phone. I told her that when my contract is up in 3 months we'll be leaving at&t...

"whatever you want to do sir... Is there anything else I can "help" you with today... ?"

Unbelievable.