This past week, I looked into switching over to AT&T from T-Mobile. Never have I experienced a more convoluted, mish-mash, of wrong information, conflicting directions, and poor service.
First of all, I already have a brand new phone. An LG Stylo. My first question was will my phone work on AT&T?
Yes, said the first rep I talked to at the AT&T store.
Yes, said the rep on the phone when I gave him my IMEI numbers. He went ahead and took my information, set up the account, gave me my new phone numbers (I was switching 2 lines), and promised my new SIM cards would be there in the mail the very next day.
The next day? No SIM cards. Then it was Sunday, and a Monday holiday. Tuesday? No SIM cards.
So i decided to go to the local store again. Sorry, I was told, but we are completely separate from customer service online. We can get you a new SIM card, but we don’t show an account for you.
So I called customer service. Couldn’t find my account. Doesn’t exist. Only after giving my social were they able to find anything and then I was told, no, no SIM cards were mailed out. Account has not been activated.
So the store set up a whole new account. More credit checks. More time. More hassle. Sales rep took my phone, put in the new SIM card, and tried to get it to work. No dice.
Manager came over. No success again.
You want to buy a new phone? What? How much? $600-700 hundred. Yowsa! I already have a nearly new phone. Let me think about it. Maybe I will stay with T-Mobile. I will call you tomorrow.
Next day. Call store rep. Got voice mail. Please cancel account I said. I also emailed him. 8 hours later, no reply. I text him. Did you get my message I asked? He replies. Sorry, but you have to call customer service to close account. Here is there number. Sigh…
Call customer service. Sorry, but there is no account listed. What!? Go through whole process again and they finally find my account. Sorry they say, but the store opened this account so they have to close it.
Grrrr. So I call the store and speak to the manager. She promises to get back to me by the next day. The original store rep I used calls me back that night and says I need to come in. Com in? Why? We have to scan your driver’s license in order to access your account. Your’re kidding right? He replied, you want to talk to a manager? Sigh ~ No, I reply I will come in and he schedules an appointment for the next day.
I go into the store at the appointed time and after 5 minutes, finally my account is closed and I think I am done.
The manager says, all finished and hopefully you will be an AT&T customer again soon. I look at her. And say nothing but, Welllll….
Its been a week and in my email box today was a message from AT&T welcoming me as a new customer.
Don’t use AT&T folks.