I am a ** year old lady with Stage * lung cancer. It is very important that I have exc...

GetHuman845663's customer service issue with AT&T from July 2018

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The issue in GetHuman845663's own words
I am a ** year old lady with Stage * lung cancer. It is very important that I have excellent telephone service via my landline. On Friday the **th of June, my internet and phone service was not working. I had no way to contact AT&T as I could not leave my house because I had to be here to sign for my chemo medication which was shipped via Federal Express. I finally walked across the street so that I could use a neighbor's cell phone from outside as I had to watch for Fed Ex. After about ** minutes in *** plus degrees with the heat index factored, I was finally connected to a live person! I explained my situation and was told that there were no repair people available until between ** and ** on Monday July *nd. And, there was absolutely nothing that could be done. No one said they were sorry and nobody was willing to do anything extra to be of assistance. Since my daughter was leaving to go out of State early on Saturday, my son purchased me a cell phone with minutes available in case I had to call for help or an ambulance. On Monday, I used this cell phone to contact AT&T and was informed that the repair person would arrive between * and *!!!!! This was the first time that I was aware the time had been changed. I have several areas of complaint as to how my issues were handled: First, it is disgusting to have to talk to a machine for several minutes before you can be connected to a live person. I tried to call and speak with someone several times over the four days that I was without service and each time I was informed that it would be appx ** to ** minutes on hold....which was simply not possible as I would be using up my minutes just to be on hold. My daughter and a friend also contacted AT&T about my situation only to be told that there was nobody available. Well, hire more people then so that you can take care of your longtime and loyal customers!!!!! Finally, at *:** in the evening, the repairman arrived. He was polite and professional, which is more than can be said about all others I had spoken with at AT&T. This morning (Tuesday), I called AT&T before *am hoping that I could be connected with a live person without a long wait. It took about ** minutes. I was connected with a person who sounded as though he was from India and it was impossible to understand what he was saying. So, I requested to speak with a supervisor located in the United States. Another long wait. Since I had been told I would be compensated for any time without my internet or telephone services, I first asked about a credit and was told (after several minutes of calculation on her part) that I would be receiving a credit of $*.**!!!!!!!!!!!!!! Is this a joke? $*.** for going four days without two services and having to purchase a cell phone for emergencies!!!!! Obviously, AT&T needs the money more than I do - what an insult! I have been an AT&T customer for over ** years. I have been loyal, which is more than can be said about AT&T. Whatever happened to professionalism, kindness and putting the customer first? It makes me very sad to know that AT&T is obviously only concerned about their profit as shown by a lack of adequate personnel, outsourcing services from outside the United States, and only laughing when discussing an issue with their customers. I will leave AT&T as soon as I can get out of my contract and this is a real shame ... I will go with Cox Communications which already provides me with television cable....AT&T is just about to be available in my neighborhood and I will NOT be at all interested. At least Cox, if you have a problem sends someone out within a few hours to check on the problem. AT&T could take a lesson from them! In my opinion, AT&T should be ashamed of the service or lack of service that I received. But, I bet I never hear anything from anyone associated with such an uncaring company. Loyalty and appreciation matters...it matters to your customers and it should matter to your company. Shame on you!
GetHuman845663 did not yet indicate what AT&T should do to make this right.
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How GetHuman845663 fixed the problem
My problem was solved when,after * days, AT&T repairman arrived. The service I received was absolutely horrible. This company, in my opinion, has no concern for their customers.
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Customer service issue
Reported by GetHuman845663
Jul 3rd, 2018 - a yr ago
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GetHuman845663 started working on this issue
Jul 3rd, 2018 2:19pm
GetHuman845663 confirmed the issue is fixed. Hooray!
Jul 6th, 2018 4:49pm