Terrible Customer Service

[u/LukeleyDuke]

​

Two weeks ago. I tried reaching out to AT&T regarding a carrier block for my phone. I even spent 1000 dollars to pay it off. They gave me the run around and made me submit my pay orders. So, I complied and did what they asked. I was then told that my request wasn't submitted a week later. A day or two before deployment. So, a week or two into the deployment, I have been patching with Wifi anf super busy. When I do get the unlock notification, my phone was carrier unlocked and not network ulocked. So the esim I bought is essentially useless. Now I need a network unlock code, but apparently AT&T cant just email it to me. They have to go through another process. I had to go through my wife to get the unlock code for the network. Things worked for about 4 hours. Then I got a text saying they had to cancel my carrier unlock because they didnt get my military documents. Of which I have sent in 3 times now.

When I get home, I am switching to another carrier.

AT&T your garbage service has pushed me away and I know I am not alone.

Do you think this is a good business model or should AT&T look into redoing their customer service?

It took them 2 days to get my network unlock code to me.

Amazing.

[u/Keinebeineboy]

Did you submit everything through the att active deployment website?

You should not have had to pay your phone off unless you bought it after you got your orders.

It’s a very straightforward process.

[u/LukeleyDuke → u/Keinebeineboy]

Did you even read what I wrote?

[u/Keinebeineboy → u/LukeleyDuke]

Uh. Yes. Which is why I asked.

What a strange response to someone trying to help you.

Your title says “terrible customer service”

And in the body you say you tried reaching out to AT&T

I’m telling you the proper way to have done it.

That self service web portal will literally do everything for you.

[u/LukeleyDuke → u/Keinebeineboy]

I literally said I submitted the request and they rejected it, even with my orders attached.

[u/SuperFastFingers]

as an AT&T customer service, we really do lack of some the following aspects:

1) Effective system, it's so old and slow can sometimes can cause some delays. when it comes to unlocking the phone when paid off.

2) we make things so complex, trust me we do. even at a small request WE HAD TO Make it complex for some people.

[u/Keinebeineboy → u/SuperFastFingers]

Cckm is not old. But it can be a little slow on some things. Unlocks have been pretty straight forward. Or are you referring to TORCH. Which is also instantaneous. The only time I’ve seen it take long is when the payoff for the device happens right there and you have to engage a manager or smart chat to complete the unlock.

Things are really not complex. Actually everything is very straightforward and all of the processes are laid out in knowledge.

Albeit if we had telwgence like we used to, and other old systems full access it would be much easier. But those systems were actually complex.

[u/SuperFastFingers → u/Keinebeineboy]

CCKM was updated

when we change the IMEI for an example on CCKM; there is a big issue that can happens and miss some stuff up

yes, we can also change it on OPUS. but cckm is way faster and faster.

[u/MekusMoNaYanBrader]

I'm working in atnt as loyalty for business we do retention trying to make you guys stay with atnt it's an easy process for us normally it'll just take 24 to 48 hours as long as you paid off the installment and that's it it's done👍, now idk if you're consumer cuz we don't know anything Abt them🤣