About 3 years ago I switched my cellular service from Cingular to Verizon Wireless because I was very unhappy with the customer service from Cingular. I continued to hear that Cingular and now AT&T were always scoring very low when it came to customer service. Especially last year after the rollout of the iPhone caused many customers to have to wait an unacceptable amount of time to get their phones activated. Well, apparently, AT&T is finally doing something about it.
About 6 months ago I switched back to AT&T because I wanted the AT&T Tilt phone and I also received a discount from my work, which lowered my monthly phone bill about $30 compared to Verizon Wireless. Of course I was very concerned about the customer service, but from the very first day when I purchased my new AT&T Tilt phone I received nothing but outstanding customer service. My new phone was activated in 5 minutes and another 5 minutes later I was synchronized with my works exchange server. I had all my contacts, emails, and calendar appointments available on my phone 10 minutes after purchasing it. Kudos to Mikey, the AT&T rep that helped me out.
Fast forward a couple of months. I was leaving the states to go to Mexico for a week and wanted my phone setup for international roaming. So I called AT&T customer service and asked to have my phone activated to work in Mexico. The rep had me setup in under 5 minutes. Wow. I couldn’t believe how quick and friendly customer service was. Unfortunately, when I got back from Mexico and recieved my phone bill I noticed the charges were way too high. ‘Here we go’, I thought. I just knew that when I called customer service I was going to get a hard time.
Once again, I called the customer service number and quickly reached an operator after pressing 0 twice to get through the automated system. I explained the situation and the AT&T rep immediately apologized and said that they made the mistake when they setup the account for international roaming. I should have received the discounted rates instead of being charged the full rate. She credited my account for the difference and asked if there was anything else she could do. Nope. I was once again extremely pleased with the quick and friendly service.
Two months later my bill comes in and again I see additional roaming charges from my Mexico trip for $12.30 on my bill. I called customer service and once again explained my situation. The rep told me that the charges were posted to my account very late from the carrier in Mexico. As soon as I mentioned that I had a similar problem 2 months earlier he quickly stated that it was not a problem and that he would correct the charges. A minute later he credited my account $20 for all my troubles. THAT IS CUSTOMER SERVICE!!! I never complained and never expected anything like that. I was thoroughly surprised. Good Job AT&T. I hope you keep up the GREAT customer service. Thank You.
ATT Wireless Customer Service: 1-800-331-0500