Hi,
I recently purchased the iPhone 6 Plus. Since purchasing (not obtaining) I have been highly dissatisfied. I have been a long standing customer with AT&T (18 years). I've been with them since they were BellSouth, Cingular and AT&T. I like the service, most of the times. Then there is recently. Here are some things I've learned:
- Throttling. I had no idea what that was and I loved the fact that I have the unlimited (um-limited anyone??) data. I definitely use the data as I average 5.5 gb per month. Now I've learned once I go over that, I am penalized and taken down to 3G service and it's ridiculously slow. Forget listening to music, which is how I get through the work day. So, the only alternative is to go to the 6GB plan...and get this, that costs MORE. So, to get less service, I have to pay MORE. When I called AT&T to voice my concern, I got the same response from two SUPERVISORS of "Sorry, there's nothing we can do."
- T-mobile offers better pricing and they want my business. They offer unlimited data, calls, texting - all for less AND they want me over there. They are willing to pay up to $350 for me to break my contract. So, I would get the same service (actually a few more perks over at T-Mobile such as hotspot for free so I can have internet capabilities on my laptop from my phone if service isn't there) and it's all for LESS money and THERE'S NO CONTRACT. When I told two supervisors and an employee at the AT&T store about this, did they try to offer me something to try to keep me as a customer? Nope, they gave me the same response of "Sorry, there's nothing we can do." I'm not asking for much but something to show that you do want to keep a customer would be nice. This kind of customer service will only push customers away. Word of mouth marketing can be the death of companies and know that this is only one of many posts I intend on doing on here, Facebook, Twitter, etc. Gotta love social media.
- The employees in the AT&T store will tell you lies to get a sale. So, I knew that I was going to walk in and purchase a phone and not walk out with it. I was prepared for that. But, what I wasn't prepared for was a lie. I was told I would have the phone within two to three weeks. Then, I get home and I have an email saying it's actually going to be 6-8 weeks. I am fine with the time but don't lie to me. When I received the email, I called in to the AT&T store and the guy said he would look into it and call me back. Four hours later and still no call back, I called again. I spoke to someone different who was more concerned with who I spoke with previously rather than figuring out the issue. Once I did talk him into figuring out the issue, he said he would call me back. Big shocker here, he didn't call back. So, I did the same thing the next day and again, guy on the phone said he would look and call me back...and he never did. So, I went into the store. The guy hit some keys on the computer and said, "Good news. I'm showing that your phone has shipped and you should have a shipping number tomorrow." I left feeling great. I felt that I was going to get the phone earlier than expected. Then today happens. I call because I wasn't able to check anything online and the guy gives me a number to call, I call that number and not only has the phone not shipped but the expected delivery date is still 6-8 weeks out. Guy on the phone had no idea where guy in store got his information from. Well, I'll tell you. He just lied! He wanted me out of the store b/c I wasn't a sale. So, when I asked guy on the phone what could be done about all the stuff I've gone through plus the fact that T-Mobile is able to do so much more, he said there's nothing he can do.
So, short story long...why doesn't AT&T want to keep their customers anymore? Have they gotten so big that they feel they can lose some here and there? That kind of attitude will eventually catch up with them. I don't want it to too soon as I have friends that work there. But, there is a part of me that does. AT&T should want to help their customers. I swear 10 years ago they cared about their customers. I would call in with a question and leave the converesation feeling very satisfied. Now I leave the conversation feeling trapped.
Would I like a call back? Most definitely. I would like to be happy that I'm staying with AT&T. Will I get a call? Probably not. Thanks for nothing AT&T.