Complaint Review: Att Wireless

This is the copy of the text I sent to ATT wireless on Sept 28, 2004 and it is Nov 11, 2004 and I have not heard anything back.

Dear Sir or Madam:
I am writing this letter to inform you of my frustration with ATT wireless and to help you improve your customer service. I was with Sprint PCS and so looked forward to the day I could port my number to another carrier. Before I was with Sprint I was with ATT and had an experience that should have deterred me from using your service. I moved in 1998 from Pittsburgh to Atlanta and kept ATT Wireless as my carrier, but changed to an Atlanta number.

For whatever reason, they did not transfer my bill and tarnished my credit. It showed up on my credit as an unpaid account a year after I was with ATT in Atlanta. Once I found out about the balance, I paid it immediately. This is miniscule to what problems I have with your service today.

I purchased an MPx200 in November 2003 for 200 plus dollars and attempted to port my number to ATT Wireless. Over a month later it was not ported. In the time I attempted to get the number ported, I had stayed on hold over an hour multiple times. I can honestly say I spent over 4 hours on hold or on the phone with customer service. I addressed this with the reps, but I could not get anyone to help me with my cause. There was a time I went into the local office venting my frustrations significantly. The underlying problem was something was spelled incorrectly or that I had a business account with Sprint. Either way it was finally transferred well over a month's time.

Once the number was transferred, I could not deal with the service. The service was non existent at my home and work, which are the 2 places I spend 90% of my time. I waited maybe a month or two after the merger with Cingular. My thinking was the merger would eventually add more towers to the Atlanta area being Cingular is based here. I was wrong again. I called ATT and complained. Again customer service wait times in late spring 2004 were close to an hour.

I finally sat outside at my home one weekend and called. The rep told me I needed a new phone. The one I had did not have enough megahertz and I need to buy a new one. I had them send me a new phone.

The new phone I received did not work an issue with the number nine button. So they said to send it back and they will send me a new one. I did, however, the new phone did not improve my service, and now I had another $400 plus added to my bill. In the meantime, I decided to send my second phone back, because my service at home did not improve. My service was then interrupted due to me not sending in $600 at a point in time. I sent them the minimal to get service back on. I was then in Europe and had another service interruption.

Bottom line is I have purchased yet another phone, but with Tmobile this time and my service works great at home and work. The thing that bothers me the most is you spend millions on commercials during the Olympics, but you won't spend a cent on improving your network. If you were wondering where I live, it is the heart of midtown Atlanta, where service should work for millions of cell phone customers.

I asked a customer service representative about exiting my contract earl y and he said I would have to pay the $175 early termination fee. He said I had a month to use the phone and decide if I wanted to keep the phone. I said you didn't have to wait hours upon hours on customer service and put through the misery. At this point I don't even care if I had to pay the fee. I just want out.

Obviously, in the future I will never consider your company or would I let or recommend a friend or family member use ATT Wireless

Sincerely

Tom
Atlanta, Georgia
U.S.A.

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