To: Mr. Randall L. Stephenson
Chmn and CEO AT&T
From: Libby Fischer Hellmann
Re: Atrocious Customer Service
March 3, 2015
Dear Mr. Stephenson,
I had hoped I would not have to write this email for two reasons:
— I have been a loyal AT&T customer for nearly 45 years, and
— There is a very competent manager trying to sort out what has become an untenable situation.
The problem is that she can not solve the problem if she doesn’t have the proper support, and it is clear she does not. It is also clear that the left hand of AT&T (ie the wireless division) has NO idea what the right hand (the land line division) is doing. I assume that is why the manager told me it will take two weeks to sort it out. That is unacceptable and ridiculous, particularly for a company that prides itself on its technological innovations.
I’m not going to go into the history of the entire situation… You can read it in my two previous blog posts at libbyhellmann.com The posts are the ones with the AT&T logo prominently featured.
AT&T blog post part I.
AT&T blog post part II.
As I said, I wasn’t going to write, but the last straw occurred today. Because of mistakes made on your end, my cell service was cut off last week, but the manager was able to restore it promptly. She said she would open a NEW case to deal with the problem. Apparently, your wireless division does not know that, and once again, I am now getting nasty phone calls threatening to cut off my service unless I pay you for the past three months.
I have no intention of paying until we sort out the issues involved, which again, were the results of mistakes made by AT&T, not me. And about which I was never informed . (Please refer to my two prior blog posts for reference.)
Bottom line: Your customer service, particularly in the wireless division, is abominable. Your people do not listen when a customer tries to explain, preferring to repeat the same thing over and over again. They don’t even have the intelligence to treat a customer with dignity and respect.
This is not a company with which I want to do business. If this is not resolved quickly, I am severing all ties with AT&T.
I hope this message reaches you.
Libby Fischer Hellmann