So six months ago I switched from TWC to AT&T. The service was ok, and the cost was about the same. ATT allowed you to DVR 4 shows at the same time, something TWC had not been able to do. They gave me the standard teaser 6 month rate. So I figured in six months I would call and threaten to cancel, or cancel for real and get a better rate.
The tiny step I forgot to think about was that you actually usually need to talk to a person to accomplish that goal. Below is the email I was able to leave with AT&T after much gnashing of teeth.
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Terrible customer service:
I called two days in a row, dealt with that terrible automated voice, and then was given the privilege to wait on hold for 30 mins, even though the voice said the ‘heavy call volume’ would only take 10 mins. Is it a plan to keep people from canceling their service if they can’t even reach a CSR? Needless to say I spent most of the time searching your website for someone I could email, which I could not find. How do you not have an email address listed in boldface type on your main page? Finally the single thing that worked well was your chat function. I was able to talk with someone who gave me this webpage, not an actual email address. *(yeah still no email address, just a webpage to leave feedback, which was of course NOT on ATT.com)* I also was given your “suggestion box’ which was terrible as well, it was limited to 140 characters really? Are you receiving these emails though a phone modem? Needless to say your entire customer service apparatus needs significant upgrading. How can you expect to help your customers if they cant even get a hold of you? I expect much better from a serious company like AT&T.
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And worst of all, I still did not get my bill taken care of! So far TWC was much more attentive to its customers. More to come!
Posted by fubar1383 












