AT&T BUNDLING

Is not for the weak at heart.

In the past couple weeks, AT&T has shown that there was a reason for dismantling the corporation last time and in my mind they are dangerously close to that point again.

Imagine a corporation that is so arrogant they think they don’t make mistakes and therefore don’t need a customer relations department. That’s AT&T.

Oh they have a customer service department that will gladly direct you to one of the five or so choices they offer in the voice recognition system if you say the correct word, but if you have a complaint, forget it, no department exists at AT&T for unsatisfied customers.

My horror story with AT&T started when I called and asked for some basic services. I was moving and wanted to move my phone service. Now mind you I wasn’t moving out of the area, just to a new address. So no new phone numbers, just change a couple wires and bam, simple huh.

Well, nothing could be farther from the truth, ask for one simple change and AT&T went into complete chaos. Nobody in one department knows what the other department is doing (good reason to tear it down).

On or about March 28, 2009 I was “bundled”. I agreed to combine all my telephone needs with AT&T and at the same time requested my service be relocated to my new address. This included a new cell phone too. And included in the “bundle” was High Speed Internet, or DSL service at my new address.

So which department knew what to do?

Well, I received my new cell phone immediately and activating it was simple. My landline phone service and DSL were scheduled to be active on April 2, 2009. Soon I received an automated phone call from AT&T telling me my phone service had been relocated to my new address. On Saturday, April 4th I received an automated voice message saying AT&T had successfully added DSL to my phone service bundle.

Monday the 6th I tried hooking up my computer to my DSL.

Now this is not new to me as I had AT&T DSL at my old residence but on a different phone line so I have a modem and my computer has been on-line with this modem through AT&T previously. But I soon find I don’t have DSL coming into my house no matter what the automated message told me. Except now the plot thickens. I too have received a letter from AT&T saying I now have AT&T DSL and I am being charged for it since April 2nd.

I make my first phone call and step into the abyss. AT&T tells me they will send a technician and he may have to come in the house. I say no to him coming in the house because I just want to insure DSL has been brought to my house and that can be determined from the outside. Plus, I know from experience that if you don’t have a maintenance contract with AT&T and a technician sets one foot in your house it costs you big time.

By mid-morning the next day the technician has discovered I don’t have DSL Internet service. That it had been provided as stated by WO#T24475-- and then had been disconnected by an AT&T technician Saturday April 4th by WO#C12670--- .

At this point I am becoming concerned because if someone else can just randomly have my services changed without my permission how do you know you are getting what you are paying for unless you are checking every minute to insure you are receiving the services you requested.
So where in the Bermuda Triangle of AT&T am I right now?

I have spent two days talking to folks at AT&T who have their responses down pat. Their training on how to deal with a frustrated customer is obvious. They all blow smoke in your ear. I had one tell me I had asked to have my DSL turned off and then I was told I never ordered DSL. I’ve been told that managers will call me that have not called. I was told my account would be credited that has not been.

I have repeatedly asked to speak to someone who could fix my problem to only be put on the merry-go-round of different departments that hand me to someone else while never accomplishing a thing. I was told to re-order DSL service that some departments say I already have and others say I never requested.

It is painfully obvious that at AT&T the left hand does not know what the right hand is doing. It appears no one is capable of finding their own rear end using both hands and a flashlight. Plus management could not pour sand out of a boot if the instructions were on the bottom of the heel.

When I had AT&T DSL Internet service before, it was great. But getting it back is worse than having a root canal without novacaine.

I would never buy AT&T stock because customer service is so far removed from their mission they don’t even have a customer relations department and in a downturn, customer care will make a difference.

So before you “bundle” with AT&T I recommend you research other avenues first. This is a nightmare.