AT&T Wireless has lousy customer service

September 4, 2004

If you have ever had to use the customer service system at AT&T Wireless probably already knew this, but I just found out the hard way–the customer service sucks.

I accidentally left my phone in my slacks and it went thru the washer, so of course I had to replace it. I figured I’d just get one of the refurb phones they list on their Web site. So I called up, went thru the whole IVR (interactive voice response) system, and it eventually forwarded me to another system. That system promptly hung up on me.

Okay, so I tried a different number (they don’t list a service number that specifically deals with damaged phones, there are several different customer service numbers listed on different parts of the site). Different number but the same IVR. So I had to go thru all the prompts again (speak your phone number, verify your SSN, verify billing zip code, and so on). This time it forwards me to a disconnected number. That’s right, I got that little three-tone sound with the voice that says “We’re sorry, that number is no longer in service”.

Third time I finally pick an option in the IVR that sends me to an actual person. However, that person is clearly in a call center in a foreign country. I won’t say which foreign country but it’s somewhere on the Indian sub-continent. Turns out they only do billing stuff, so when I explain what happened she forwards me to another number. That turned out to be warranty replacement, they don’t do replacement sales for damaged phones.

So I had to get forwarded again. Thankfully this time I finally got somebody who could actually get me the refurbished phone I wanted. It took him a while to get the right buttons pressed on his system but he finally got a new phone FedEx’d to me.

When this contract is over I am so leaving AT&T Wireless. Lousy customer service.