Hello,
I would like to make sure AT&T recognizes the outstanding customer service of one of its employees, Mike from the AT&T Mobility store on Walnut Street in Dayton, Ohio. I have an extremely frustrating time dealing with probably every facet of AT&T. As a result of where I moved to, AT&T is the only company that services my area for internet at the speed that I wanted. I went to the store to talk with someone about getting internet service since my dealings with the chat service on the website were mind numbing to say the least. Canned empty answers back to legitimate questions, all of which were never answered.
Why can I not do a self-installation for internet?
- The system won't let us for that speed.
-- Why not?
--- We don't know, the system just won't allow us to select that as an option.
Why can I not purchase the gateway modem from AT&T?
- We don't allow people to purchase the equipment because if it breaks then you would have to buy a new one.
-- So what, if it breaks I will buy another one, why can't I buy it and assume the risk?
--- We don't allow you to buy it, and third party gateways aren't compatible with your speed.
Why is it a $99 service charge for someone to come here and plug to cables in?
- If the service man comes in your residence it is $99 regardless of the work done.
-- Why didn't I have the option of self-installation then? All he did was plug to plugs in I could do that?
--- The system wouldn't provide that option. We don't know why?
I spent multiple hours, probably around 4-6 in total, on the phone with customer service trying to get answers to my questions. This was one of the worst experiences I have ever had with any service company and if I had the ability to switch to another company to get my internet I probably would.
Mike was the only person I spoke with that seemed to genuinely care about ensuring my problems were resolved. He took the time to initially get the internet services set up and told me to come back to the store after my initial bill to discuss getting a gateway purchased instead of being rented. He made multiple phone calls on my behalf to try to get answers to my questions. While everyone else I spoke to in customer service wanted to give me canned empty answers or just say no, Mike would say let me see what I can do or let me try to help you out.
AT&T needs more customer service representatives that have Mike's attitude. A customer doesn't want to hear no, we want to see you make an attempt to help us out, to get to yes.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]