AT&T/Cingular - a grievance

[Morrigoon]

For those of you who know me well enough to have become acquainted with my infamous cell phone, you know that I have a reputation for dropped calls. This has been an ongoing problem for the better part of the last year.

First, my old phone started having the problem. It was absurdly bad at that point, where nearly every other call was dropped. They said it was because my phone was the old technology, and that though they were building new towers, they were all with the new technology. So I pointed out the unfairness of being charged the same amount for less and less service. So they said if I signed a new contract, they'd send me a new phone on the newer technology so that I wouldn't have the call drop problem. And I, rather foolishly, agreed.

So it was no longer dropping every other call, but I still dropped more calls than ANYBODY else. I called into their service time and time again, and got one cockamamie scheme after another. Everything from : It's the equipment (um, no, you sent me this phone to solve this problem), to: Wipe off the battery terminals (didn't work), to: Do a power cycle (a what?) Pull out the battery and the SIM card, wait a few seconds, then put them both back in (didn't solve it), to: turn the phone on and off once a day to re-register with the network (uhm, excuse me? And no, it didn't solve it).

Today, I was finally done. I called in and respectfully explained the situation, that I was in the contract because the new phone was supposed to solve my problem, that I gave them numerous chances to solve it and they failed miserably, and that all I wanted was to be peacefully let go and not charged a fee. Naturally, they resisted. I asked to speak with a supervisor, and went through the whole thing all over again. She told me she could let me out of contract but that I'd be charged the fee, I argued further, and she said (get this) that if she did that, she'd have to justify it, and that she couldn't justify it! I repeated to her that I thought it was perfectly reasonable given the pretenses under which I had gotten into such a long contract, and that given the number of opportunities they had to SOLVE my problem (I have called in once or more per month, pretty much, to let them know that the drops were STILL a problem), and that I thought my loyalty and willingness to give them the opportunity to solve my problem were more than reasonable and that I at least deserved this consideration - if they can't solve my problem (it's obvious to me now that they can't) they should at least let me go peacefully. She refused and repeated that she couldn't justify it.

So I asked for HER supervisor. Naturally, there isn't one present at the moment, and she only offered me the written complaint address. I asked her name again (Tammy) and her supervisor's name. She gave me the name "Doug Smith". I've worked in a call center, I know a fake name when I see it. So I laughed and asked if that was seriously a real name. She assured me it was. So I asked if I called in during business hours, would I be able to speak with Mr. Doug Smith. She said there's no direct line to reach him. Right, but if I call 611 and ask to be transferred to a supervisor's supervisor, there's someone I can talk to, right? She said there *might* be.

Are you holding your breath yet? I'm not. But I'm calling in tomorrow. They *REALLY* don't want me letting Gaucho's brother make the call after that.

I think I've been more than reasonable, don't you? I mean, 6 months with the new phone, repeat calls to advise them that I was having an issue, etc. I think it's more than fair. Do I deserve to be slapped in my face for my patience? That supervisor girl kept saying that if I'd cancelled in the first 30 days she could understand but I kept the service blah blah blah... but I did so because I genuinely gave them the opportunity to fix the problem. Do I deserve to be slapped in the face with an early termination fee after all that?

BTW, I have already determined that I'm going to Verizon. I'm *done* with this company. I'm changing to an OC phone number as well. I just wanted to share this story with you in case anyone was thinking of going over to this horrible cell service.

[Motorboat Cruiser]

Not saying that you shouldn't use Verizon but I've been with Sprint for about the last year and have been very pleased with their service. I rarely have a dropped call and I like having my anytime minutes start at 7pm, rather than 9. Just a thought...

[Chernabog]

I have been having massive problems with Cingular as well, but my problems started right after the AT&T merger.

I wrote a letter describing the entire situation from my law office to the office of the president of Cingular (after going through the 611 customer service route)-- we will see where the fancy law office letterhead gets us eh?

Anyway, I will post the letter on here in full tomorrow when I'm at the office. I actually had a Cingular supervisor blatantly lie to me in order to get me off the phone and attempt to make someone at a Cingular store hear my problem.

Apparently the "good" Cingular customer service/phone service turned to **** when they merged with AT&T. One of those "we're so big that we don't give a rat's ass if you are our customer or not" deals. I am thinking Verizon is the way to go here as well.... anyone here use Verizon?

[Isaac]

I've had Verizon for 5 years.

No complaints.

:)

[Matterhorn Fan]

I know at least two other people who have had problem's with AT&T's service/customer service.

I'm happy with T-Mobile, FWIW.

[Mousey Girl]

Speaking as someone who deals with phone service on a daily basis... When you call today make sure you let them know you WILL be going to both the CPUC and the FCC with your complaint. There was new legislation that a company MUST reveal certain names and phone numbers when asked, some sort of privacy/information act, but since I am not at work today I can't look it up. I know it applies to landline phone service, not sure about cell phones. Also you can let them know that you WILL be filing a complaint with the exectutive office (which will cause them to bring up your account and they will be able to pinpoint every call you made and who told you what).

I just switched to Cingular from AT&T with my 2 cells and added The Old People to my plan. I am hoping I still have the coverage that I had with AT&T. So far it is better, I can use my phone inside my house!! They also applied my employee discount to my bill already. Luckily I spend the majority of my time north of the Grapevine.

Good luck with everything!! I will poke around and see if I can come up with more info on the web. If you are still having trouble I will look up some of my numbers when I go back to work on Tuesday.


http://www.cpuc.ca.gov/PUBLISHED/GENERAL_ORDER/37861.htm
This is what I was thinking of... a lot of legalize, but hopefully something that can help.

[BarTopDancer]

If you do a search back on the Pad you will be able to find my Cingluar issues. The OOP (Office of the Prez) solved them and they were polite and helpful about it too.

Chernabog, I started having issues right after the merger as well. Not sure how well they were resolved but I always make my case that I am unhappy to be a Cingular Customer, that my contract was with AT&T and I expect the level of service I received from AT&T. What kind of issues are you having?

Morri, The BBB has a link for cell phone complaints. I suggest you file one there, with the CPUC and contact the OOP for Cingular Wireless. The CSRs won't do anything for you, not even the *supervisors* if you're lucky enough to call when they aren't in a *meeting*. I found this phone number for the OOP 1-866-894-2464.

Good luck.

[HTHBellcaptain]

Without going into the details, I've had problem with AT&T. I view them as the Deathstar. When I heard that Cingular (my current cell phone company) was merging with evil intergallactic telecomunications villian, I decided that as soon as my contract is up (June), I'm switching to another company.

[Ghoulish Delight]

I don't think I know of a cell phone company for whom I haven't heard SOME horror story, either based on quality of coverage, customer service, or both. I had an issue with AT&T, but they made it right, so it wasn't awful. When my contract is up, I'm going to go with whoever offers me the best deal. There's a chance you're going to get screwed no matter who you end up with.

[Chernabog]

OK here is my letter to Cingular in its entirety, explaining my problem with the bastards:

February 1, 2005

Cingular Wireless
Attn: Office of the President
P.O. Box 755
A****er, CA 95301

Re: Unacceptable Wireless Voice Mail Service
Unacceptable Call Center Customer Service
Cingular Wireless Number: 323-XXX-XXXX

Dear Sir or Madam:

I am writing this letter to discuss a major problem I have had in the last week with your phone service as well as your call center’s insulting “non-resolution” this afternoon of the phone service issue.

I noticed in the last week or two that I was not receiving voice messages until hours or days after the message had been left. At first, I called the call center (using 611 on my phone) thinking that my phone itself was faulty. However, later in the week I realized that it was not my phone that was the problem, as your system consistently did not register my voice mail for hours or days after it had been left. For instance, when a voice message was left on Thursday afternoon, the system did not give me the message until Friday morning, even though I had called into the voice mail system on Thursday evening.

As this problem was losing business, I called again last week to resolve the issue. The call center informed me at that time that many people were having similar issues due to the network merge in Southern California with AT&T. She even mentioned that I “was lucky to be getting the messages at all”, but assured me that problems would be fixed within 24 hours. Her assurance proved to be false as I had more phone messages over the weekend which were not received until hours after they had been left (even though I had checked voice mail after the messages were initially recorded). I tried calling again on Sunday, but your customer service center was closed.

I spoke to other friends that use Cingular Wireless over the past few days and they reported having similar problems with their voice mail.

This afternoon I called a fourth time to your call center to report this issue and figure out a solution to this problem. The woman who I initially spoke to was friendly over the phone, but the only form of compensation she could offer me was extra minutes on my phone. Such compensation is useless since I have thousands of saved minutes already on my phone. I informed her that I would not pay $100 per month for a phone service that was unreliable to this level, but she could not offer any sort of reimbursement on my bill or assurance that any problems with the AT&T network merger were being fixed. I asked to be transferred to her supervisor.

I was then transferred to J. Wunker, who is the manager of the call service center. I do not know how this woman became a manager of a customer service center, but she quite obviously did not care about keeping me as a customer for Cingular Wireless. When I explained the problem I was having and asked about having the voice mail problem looked at and/or about offering a week of phone service reimbursement for problems I had been having, she flatly refused. Then, Ms. Wunker attempted to defuse the problem by arguing with me that my name is not the name on the account, and that I would have to waste my time going into a Cingular Store to show a picture ID and put my name on the account.

Keep in mind that my name is the only name on the account. The account is under my social security number, driver’s license and credit information. Bills are sent to my name at my address. I verified with Ms. Wunker my driver’s license and social security number but she refused to recognize that I am the account holder. She said she “cannot change the name on the account” and that to get any information about the account, I would have to again waste my time going into a Cingular Wireless store. I hung up on Ms. Wunker in confusion over the name recognition issue and frustration with her complete unwillingness to show any kind of good faith attempt to keep me as a Cingular customer.

When I called back a fifth time to get this address and Ms. Wunker’s name, I was told that my name was indeed on the account. This leads me to believe that Ms. Wunker argued with me about some “other name” being on the account in order to dismiss me from the phone center. She simply did not want to deal with the problem I was having, and tried to get me into a Cingular Wireless store to let them deal with the problem instead of her.

A customer service call center manager/supervisor that does not want to deal with customer problems is completely shocking and insulting. I was pleasant over the phone regarding this issue until Ms. Wunker came up with some “different name on the account” problem so as to get me off the phone.

I would like to be contacted immediately to see what actions your company would like to take to keep me as a customer. One would hope that you would not only like to keep me as a customer, but not have me complain to my family, friends and colleagues about the abysmal phone and customer service provided by Cingular Wireless.


Very truly yours,



Joseph M. Levy, Esq.

(I'm not sure why the intentations are off with the paragraph when this posts on LoT, but obviously it was sent in the correct letter format. I also find it funny that the name of the city was censored, lololol.... At-water.... :D )

(Oopsie on that last part of the letter -- lol :snap: )

[Moonliner]

I also find it funny that the name of the city was censored

Even after I knew the name, I still had to sit and think to figure out what word tripped the filter. I really need to get my mind more into the gutter.

[blueerica]

God bless, people!

Makes me feel pretty good about the few problems I do have with Sprint. (the very occasional dead spot.)

Hope things get better!

[FEJ]

I switched from Verizon to ATT last year. I hated Verizon. The only thing that kept me with them so long (I started as Airtouch in 1994, then they were bought by verizon) was I had the same number for so long. Once I was able to transfer my number, I bought myself out of the contract and switched to ATT. Overall, I am pleased. I have my "normal" dead spots where calls are dropped, but that happened with most services. ATT/Cingular has much better ohone selection than Verizion, IMO.
and I love my TREO 650:D

[BarTopDancer]

Cingular Wireless
Office of the President
P.O. Box 755
A****er, CA 95301

1-800-653-4181

This is off a letter I received from the OOP in 1992

[MickeyD]

Cingular Wireless
Office of the President
P.O. Box 755
A****er, CA 95301

1-800-653-4181

This is off a letter I received from the OOP in 1992

Either that, or it's from post #10 in this same thread. :p

[Gemini Cricket]

Here was my problem with AT&T Wireless a couple of years ago. To not be bothered with AT&T again, I switched to Cingular. Oh well, so much for that idea, eh?

----------------------------------------

I strongly believe that when you are gravely mistreated by a company, the best way to counter what was done to you is to share your experience with others so that it will not happen again.

I discussed in another thread my cell phone quandry. I was clearly looking for another provider other than what I had.

My first problem was reception. I figured we all get that problem from time to time and so I didn't need to name the company whose name should not be said. But now, by trying to remedy my problem, they have really treated me badly on a customer service level and on a personal level.

My problem is with AT&T Wireless.

I moved from Hawaii to California and was instructed by them that I would have no problems shifting my service. I gave them my address in Pacific Grove and was told reception would be no problem. After a month, we reported the "No service" message on our phone. They said they talked to their technical staff and was told that they have no tower near Pacific Grove and therefore, there's no signal.

They failed to tell us this when they said we'd have no problem in the first place.

I spoke to several telephone customer service people and one told me that since I moved to PG, the no service thing is MY problem not theirs. I asked to be released from my contract then and there. They said, 'Sure, but for $150.00'.

I understand contracts. I know one should not breach one. Ever. However, when I was not told of information they had handy, I felt victimized. I asked to speak to the sales rep's manager. They said I couldn't. They only way was for her to call me. I couldn't leave a voice mail, e-mail, nothing. I was even told that I would have to rehash all the information to her as she was not going to be briefed beforehand. That was two weeks ago, they told me she would call in 24-72 hours.

All of the sales associates I talked to were ill-mannered, cocky and interrupted me several times while I discribed my problem. They were condescending, rude and snide. The way I was spoken to would have never come out of my mouth to anyone I talked to...

My letter to the CEO of AT&T Wireless has been sent. My letter to the FCC about the entire incident is being drafted.

I really feel terrible about this whole mess. I have been a faithful AT&T-er for a long time. I feel that this big company couldn't care less about me or anyone.

My advice to someone reading this is to be very clear before you sign anything resembling a contract. Ask many questions beforehand. And, most importantly, to definitely think twice about supporting a company that treats you badly.

I won't be using AT&T Wireless again. I am also rethinking my AT&T Cable TV Connection.

Sincerely,
GC

[Morrigoon]

Oooh, that reminds me of an old grievance... while trying to get my call drop problem solved, I was promised a tech would call w/in 72 hours. They never did, naturally, so I called in again the next time after that 72 hours that my phone dropped.

Today, I dropped 3 calls.

[wendybeth]

GC- We hated AT&T so much that we dropped them both our long distance service and cable. We had to have satellite installed, which meant digging a trench down three levels in our backyard just to access the only open view for the dish we had, but it was worth it. Dealing with AT&T was probably was one of the most frustrating experiences of my life.

We have Verizon (hubby works there) and not a single problem yet. I've never even had a single dropped call. We brought our phones down there to DL last fall and they worked perfectly.

[BarTopDancer]

Either that, or it's from post #10 in this same thread. :p

:P

The name of the city is A T W A T E R. I have no idea why it's being censored.

[Gemini Cricket]

:P

The name of the city is A T W A T E R. I have no idea why it's being censored.
tee doubleu ay tee
:eek:

[CoasterMatt]

I don't have a cell phone anymore... and life is a little less beepy and annoying.

[Motorboat Cruiser]

tee doubleu ay tee
:eek:

I didn't know you spoke french. ;)

[BarTopDancer]

DOH! I never noticed that. Thanks GC!

As a side, T-Mobile uses Cingulars towers. That's how they were able to get up and running so fast. If you hate the reception you get from Cingular you won't be much happier with T-Mobile.

[Chernabog]

Just a quick update on the problems with Cingular. They completely ignored my letter. No response, no problem fixes (actually, the problems got worse).

I switched to Verizon, which, according to Al, has the best consumer report rating of any cell phone company out there. I'm quite satisfied with Verizon -- I actually receive every call and voice message.

Attached is the letter I just sent to them. DO NOT USE CINGULAR WIRELESS, THEY HAVE TERRIBLE SERVICE AND THINK THEY CAN GET AWAY WITH IT.


March 2, 2005

Cingular Wireless
Attn: Office of the President
P.O. Box 755
Atwater, CA 95301

Re: Cingular’s Breach of Contract, Tel # 323-XXX-XXXX

Dear Cingular Wireless:

On Saturday, February 26th I was forced to cancel my contract with you due to your complete failure to provide service and unwillingness to acknowledge, much less correct, the problems I have encountered. I had complained about these problems on numerous occasions and your company was either unwilling or unable to rectify the problems. I sent a letter to you on February 1, 2005 (copy enclosed) regarding some of these issues. As of this date no response to the February 1st letter or the problems detailed therein were addressed.

These problems are being forwarded to the California Public Utilities Commission.

I understand that your position is that Cingular does not “guarantee continuous service”. I understand every cell phone drops a call occasionally or has technical issues from time to time. However, the problems I had experienced with your cell service were more the rule than the exception, and amounted to more than simply a “continuous service” issue. It amounts to a breach of your agreement to provide service.

These issues have had a severe detrimental effect on my business, impacting greatly on my income. I have been informed by a number of people who provide work to me that due to their inability to contact to me, work was given to others. This has resulted in a loss of income. Their inability to contact me was a result of your lack of service over a two-month period.
Problems I had been having included:

1) Voice messages being left on the voice mail system which were not retrievable until hours or days after they had been left.
2) Voice messages being left on the voice mail system which were never retrievable/recorded by your voice mail system.
3) People trying to contact me would get repeated “mobile customer you are trying to reach has traveled beyond the service area” messages when I was, in fact, within the service area.
4) My cell phone would ring one time and then stop. The phone would not register that I had missed a call. The person on the other end would get one ring followed by a “mobile customer you are trying to reach has traveled beyond the service area” message or a fast busy signal.
5) Calls would drop about 50% of the time even when I was not moving/traveling.
6) People who telephoned me were unable, on numerous occasions, to leave voice mail messages, instead getting a fast busy signal.
7) Your call center supervisor lied to me in order to eject me from the customer service call center (See Letter of February 1, 2005). I had told her that I would be forced to switch wireless providers if the problems I had been having were not fixed. Combined with the non-response to my letter of February 1, 2005, you are unwilling and/or unable to fix the problems I am having.

Due to these problems, I would like instructions on where to return my Cingular cell phone. I would also like my final payment pro-rated as of the day I cancelled cell phone service with Cingular, February 26, 2005. Finally, I would like the contract cancellation fee waived. I refuse to pay this fee since Cingular is in breach of contract, having provided a level of service far below anything contemplated in the signing of the agreement. Attempting to charge me with the contract cancellation fee, or taking any action that has an adverse effect on my credit will result in legal action against Cingular Wireless.

I look forward to your response within the next ten (10) days.

Very truly yours,



Joseph M. Levy, Esq.

Cc: California Public Utilities Commission

[MouseWife]

That is a great letter, Chernbog. Keep us informed, would ya?


I have heard that Verizon has the best coverage around. I understand they are the only ones who have coverage in Yosemite. I have made calls from within buildings and people ask 'How are you calling me? Do you have Verizon??'

But, I got tired of the cost and the fact that I don't use a phone quite so much. I picked up Virgin phones for everyone and pay up as we need to. I haven't added to my phone in ages and I don't miss it.

My sister had problems though in canceling her account. We'd have coverage {insurance?} on our phones forever. Her phone was older {she didn't upgrade when I did} and it got to the point where they couldn't fix it. They suggested she get another phone. They didn't tell her that by accepting it she was also accepting a new 2-year contract. They said she knew. She signed the receipt. She said she was signing because she used her debit card to pay. Her signature was it. I asked why there weren't two signatures as normally you have to sign for your purchase and then again acknowledging that you are accepting a contract. Of course, they were right, we were wrong. They also tricked us to get us out of the office, saying they could get onto a special contract where instead of paying off her contract fee she could get the phone at a reduced price. Less time but less money and she never really used her phone much.

Anywho, they said we had to call their customer service from home. When we got home they said there was no way they could do that, no one would ever tell us that could be done.

I told them that it was alright for them to lie to us, etc. but they couldn't believe that my sister did not know she was signing a contract? But, they could lie to us.

After talking to a lot of people who were snide, rude, condescending, we got in touch with a guy who gave my sister a great deal and a way to keep her phone until her contract expires. I don't know if it all is working out, she hasn't told me.

Oh, so, anyone who has my cell phone number, it has changed. The new number is 555-555-5555. :D

But really, I am phone free. I carry it with no time on it. I know I can put time on it if I need it but I don't want it just for chatting. Old school? Maybe. :cool:

Good luck, Morri.

[BarTopDancer]

Way to go Chernabog!!!!! That's an awesome letter!

I've experience my first billing issue since the merger. I was overcharged by $25 and had a late fee to boot! I've never had a late fee with AT&T, not even when I was 2 months late and collections called me (I was moving and forgot about my bill).

I called them and they said it was impossible for their computers to be wrong, that they never make mistakes. When I said uhhh yea, I know several people who have been overcharged not to mention the countless people I've seen in the stores... it IS possible that your computer is wrong.

The guy I was connected too wasn't even a CSR guy and refused to transfer me to one claiming that once he had my call he wasn't allowed to transfer me to a CSR, he was only allowed to go to them for me and tell me what they said. Needless to say I was less than impressed and after about 10 minutes of arguing with the guy he connected me to a CSR and said "this is xxxx, she won't be able to do anything more than I can but you can talk to her if you wnat too: :eek:.

And every time I call they said "well you are on an AT&T contract". That's great. Now give me the AT&T level of customer care I am accustomed too.

[mhrc4]

okay, some of you type WAY too much per post....

anyhow, been with everyone from Sprint, to Nextel, to ATT to Verizon.

Verizon has customer service wise, plan wise, the best out there. I liked Sprint's phones, but Verizon has the best service out here....

[FEJ]

okay, some of you type WAY too much per post....

anyhow, been with everyone from Sprint, to Nextel, to ATT to Verizon.

Verizon has customer service wise, plan wise, the best out there. I liked Sprint's phones, but Verizon has the best service out here....
Mayabe they have caught up, but a year or so ago, their plans sucked. I was paying a lot more, and they didnt have any large minute plans that fit my needs. I hope they have gotten better.

[wendybeth]

Eric works for Verizon, and they are an awesome company to work for.

[mousepod]

Quit Sprint a few months ago (spotty connections in SF) and went to Verizon. Very pleased with the service. But that's not why I'm posting.

Chernabog... awesome letter!

[Morrigoon]

Chernabog: I need you to write a letter for me too, hon!