I have been a satisfied AT&T user for the past year or so. I very much like the quality in your phones and the reasonable prices that vary on how outdated or new they are.
However, I have had some problems regarding the service you give to help out the customers. There was one point where my Blackberry Bold’s trackpad stopped working and it became difficult for me to get anywhere on my phone. All I really could do was text and call, but even that was difficult to work around because of the constant clicking of different numbers and letters. So I called customer service who told me that I needed to update my software. They led me to a website in order to download Blackberry Desktop Software onto my laptop. After doing that, they told me to connect my phone using the USB onto my laptop and using the computer, I needed to get rid of all my files, but they reassured me that I will be able to get all my files back after troubleshooting. After hours of troubleshooting, waiting, and downloading, my trackpad still didn’t work. So my mom asked them if they could just replace my phone with a new one because we still had warranty on it. However, AT&T services said that they can only give me a used phone, not of the same brand and they stated that I needed to pay about 100 dollars for insurance.
In addition, I decided to just go to the AT&T where I bought my phone. They basically told me that they couldn’t do much just because my contract hasn’t expired yet. So they led me back to customer service so that they’ll be able to trouble shoot the problem with my phone. My mom and I clearly mentioned our experience and how it didn’t help at all. All AT&T did was give us a number to call to try it again. My mom and I didn’t want to go through the same downloading and waiting again, so we decided to not do anything further because we weren’t gaining the assistance we really needed.
Despite all of that, I appreciated the way they helped me as best as they could, even though it wasn’t as easy doing it through the phone. They were very patient with me and even though it’s their job, they didn’t get frustrated with how many questions I was asking.
I have nothing against AT&T but I do feel that in case a situation like this comes up again from a different person, they should state their policies a lot more clearly and explain the difference between warranty and insurance; basically giving a lot more accurate information so there’s no confusion.
Sincerely,
Melissa Ponce
