This letter was sent at the beginning of the month (snail mail)...Waiting for a response. I want to post it here just because I know with COVID things are a bit different at their call centers. Maybe someone can reach out to chat?
Today a new issues has arisen...I'm frustrated yet again....Please help
To whom it may concern:
I am writing you to let you know about my experience during the last week with your store, tech support, and website.
10/24/2020- My husband and I attended the store (South Gate location in Colorado Springs) to switch from our previous provider (AT&T and Red Pocket) to Verizon. We settled on a plan and decided to bring over our 4 devices. The store was unable to process our order due to a technical issue, as they were unable to port any of our devices through the in-store process. The store associate then tried to have us do an in-store SIM Card pick up. She stated they had SIMs available however the website did not allow for that or recognize that the store had SIM Cards available. Finally, she walks through an online order and SIM Cards are to be delivered to our home. (This process took roughly 2 hours)
10/28/2020-SIM Cards arrive at our home. My husband called to setup all four of our phones. 2 of our phones (Red Pocket) were not able to port at all. My husband was dropped into cue after cue without any real assistance. Each online customer service assistant passed the problem with no answer. His call lasted approximately 2 ½ hours. When I returned home, I called again was on the call for roughly 1 hour. I went through several service representatives and finally received the answer that I needed to wait until midnight for my phone to transfer. I was also unable to add my husband as an account manager, even though they wanted to call and follow up with me the following day. I work and asked if they could call my husband and they stated they needed to get my permission. Finally, we reached out called at&t and resolved our own issue. Which was resolved within a matter of minutes. Sorry by the end of the night we had 2 of 4 phones working.
10/29/2020-The only positive interaction I have had so far. I spoke with 2 people who listened and heard my issue, got me to the person that had the answers. Steve with the Tier 2 support team resolved the other 2 phone issues within minutes. He had my kids phones up and working, called them to check service and everything. After explaining the previous issues, he went on to check and make sure we had appropriate access on the other phones.
10/30/2020-Still have not been able to add my husband as the account manager, our bundle is still not active. Yet I have received a bill for payment.
10/31/20220-Spoke with a technician who finally added my husband as an account manager and Andre from Disney + who resolved the bundle issue.
I am thoroughly disappointed with the service, inconsistency, and lack of sense of urgency as these phones are a main mode of communication for our family. When being told to wait until midnight for service is the only resolution to the problem, I am sure that the CFO or CEO would not find that option acceptable. I hope you provide the same level of service you would expect for yourself.
I look forward to a dialogue to address these issues.
We understand the concern and want to look into this further for you. Please send us a Private Note for further assistance.
How do I go about contacting someone not via chat or generic phone call? I'd prefer not to be on hold and sit with a technician and have to re-explain everything all over again.
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