Does anybody else think ATT is by far the worst ?

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Art Reisman - 26 Nov 2003 23:13 GMT

I know everybody has their their wireless horror stories, we have 3
different carriers in our household and by far ATT GSM is the worst
and their service is poor, here is my quick list of things to back
this up.

1) They promise you can up your minutes dynamically change plans , but
as per their tradition they make it almost impossible to this

2) 3 times this month I have requested their reps give me a call back
as their system has always been down , and they do not call back

3) Their GSM coverage is abysmal, even in the metro areas there are
numerous dark spots, and if you start dropping calls they assume it is
your phone and tell you to get a new one (one with Analog I guess)

4) They have no reciprocity with Canada on their coverage,go to
Toronto and get ready to be robbed, and don't try to contact their
customer service as by the time they answer your trip will be over

5) If you think of accessing their Web site for self service while you
are on the road,don't bother you need the secret number on you bill to
sign up for the service, obviously this is to protect you.

6) They have "contracts" that they won't let you out of but you do not
need to sign anything, I guess they invented a new form of contract
law, I suppose you could actually get out of them.

7) Generally I feel sorry for their customer service reps who must
really feel dejected by the end of the day as they take the brunt of
complaints in silence so the execs can play golf.

8) Thank goodness I can take my number with me and I hope others do
the same.

9) Make sure you click feverishly on their banner ads when you are
killing time on hold. These cost them per click, and there is nothing
they can do to stop you.

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John F - 27 Nov 2003 19:42 GMT

AT&T wireless has been great for me. Good coverage and service for my area.
Where I live GSM coverage is abysmal from all carriers so I ahven't even
considered it. I've got a great regional plan. I've had no problems where I
needed to call CS so I have no experience there. I'm not sure who I'd switch
to that would give me any better service than what I have.

So to answer your question..... No.

> I know everybody has their their wireless horror stories, we have 3
> different carriers in our household and by far ATT GSM is the worst
[quoted text clipped - 33 lines]
> killing time on hold. These cost them per click, and there is nothing
> they can do to stop you.

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Tony - 28 Nov 2003 11:53 GMT

Yes

>I know everybody has their their wireless horror stories, we have 3
>different carriers in our household and by far ATT GSM is the worst
>and their service is poor, here is my quick list of things to back
>this up.

totte@cityoflakewales.com
863-605-1987

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Joel Horner - 28 Nov 2003 17:53 GMT

> 2) 3 times this month I have requested their reps give me a call back
> as their system has always been down , and they do not call back

I was on hold for 38 minutes last week. I was only interested in making
a simple inquiry. I put the phone on speaker and did other things...but
that is the longest I've been on hold with any carrier in a very long
time.

> 3) Their GSM coverage is abysmal, even in the metro areas there are
> numerous dark spots, and if you start dropping calls they assume it is
> your phone and tell you to get a new one (one with Analog I guess)

I can only speak for the Los Angeles metro area--using GSM. I agree with
this statement completely. The problem here (and perhaps in other areas)
is that the primary coverage for AT&T is 850MHz with 1900MHz added to
fill holes. As their GSM primarily uses 1900MHz, the coverage is lousy.
I keep hoping they will add 850 coverage. They did for awhile, but then
turned the 850 off again. (GSM)

Yes, I've heard the "It's a handset problem" from them way too many
times. Sad thing is, to "correct" the "handset problem," one would have
to either pay full price for a replacement, or extend the contract. They
even tried to convince me once to switch back to TDMA. Of course doing
this would have resulted in a full-price handset AND a contract renewal.
I declined.

> 6) They have "contracts" that they won't let you out of but you do not
> need to sign anything, I guess they invented a new form of contract
> law, I suppose you could actually get out of them.

This isn't only AT&T. If the contract is under 2 years, they can do it
verbally. (At least in California.) Verizon, Sprint and T-Mobile do the
same thing.

> 7) Generally I feel sorry for their customer service reps who must
> really feel dejected by the end of the day as they take the brunt of
> complaints in silence so the execs can play golf.

I feel sorry for some of them. The others are arrogant and have
attitudes. They are probably jaded.

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SpiceBall - 28 Nov 2003 18:03 GMT

I do think AT&T GSM is the worst by far. However, AT&T TDMA is the
best service (especially because it's a lot cheaper than Verizon) for
the Northeast states (NYC, NJ, Philly, Boston, DC and in between).
Also, when I travel I have no problems in the major areas.

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Dan W. - 30 Nov 2003 01:35 GMT

> 1) They promise you can up your minutes dynamically change plans , but
> as per their tradition they make it almost impossible to this

I've never had a problem on TDMA or GSM with changing my plan.

> 2) 3 times this month I have requested their reps give me a call back
> as their system has always been down , and they do not call back

I've only had this experieince once, and they did call back, but then
again, i would not put it past the cust ser folks of late to not call
back, especially considering their "situation" with the software
upgrade. I agree though, it's VERY frustrating to not have someone do
what they say they are going to do.

I have 2 GSM phones so i can generally tell if it's the service or the
phone. Thus far it's never been the phone, always the service=)

> 4) They have no reciprocity with Canada on their coverage,go to
> Toronto and get ready to be robbed, and don't try to contact their
> customer service as by the time they answer your trip will be over

For 9.99 you can add all of Canada to your national network plan.
Seems like a good deal to me!

> 5) If you think of accessing their Web site for self service while you
> are on the road,don't bother you need the secret number on you bill to
> sign up for the service, obviously this is to protect you.

You are right, it is to protect you. I have all my account #'s
written down, but if you dont, you can always call CS and they can
tell you your number, or they can even register for you, if you
explain the situation nice to them.

> 6) They have "contracts" that they won't let you out of but you do not
> need to sign anything, I guess they invented a new form of contract
> law, I suppose you could actually get out of them.

A verbal contract is every bit as binding as a written one, just
harder to prove in court.

> 7) Generally I feel sorry for their customer service reps who must
> really feel dejected by the end of the day as they take the brunt of
> complaints in silence so the execs can play golf.

I can't disagree with you too much on that one!

> 8) Thank goodness I can take my number with me and I hope others do
> the same.

It's a good thing, weather or not your happy with AT&T. I think this
will go a long way to making things better, in the long run, for the
customers. It gives us a little more leverage.

> 9) Make sure you click feverishly on their banner ads when you are
> killing time on hold. These cost them per click, and there is nothing
> they can do to stop you.

Except block your DNS #.

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Aboutdakota - 30 Nov 2003 07:07 GMT

>>4) They have no reciprocity with Canada on their coverage,go to
>>Toronto and get ready to be robbed, and don't try to contact their
>>customer service as by the time they answer your trip will be over
>
> For 9.99 you can add all of Canada to your national network plan.
> Seems like a good deal to me!

Well, it adds all GSM service in Canada to the plan (I'm not sure if it
adds Microcell (Fido) or not, but generally if you have Fido, you will
have Rogers. Rogers AT&T, Canada's national TDMA/GSM carrier, is NOT
AT&T Wireless Services, it is a different company. I'm not sure what
portion AT&T owns, and I don't think ATTWS owns any part of Rogers. I
think it's the fact that AT&T (the parent company) own a bit of both.

>>5) If you think of accessing their Web site for self service while you
>>are on the road,don't bother you need the secret number on you bill to
[quoted text clipped - 11 lines]
> A verbal contract is every bit as binding as a written one, just
> harder to prove in court.

It depends on the law of the state. Because a company must technically
be legally registered in a state to provide [licensed] wireless
communications, they must abide by the laws of each state, regardless of
whether the laws are different where the call centre is located.

>>7) Generally I feel sorry for their customer service reps who must
>>really feel dejected by the end of the day as they take the brunt of
>>complaints in silence so the execs can play golf.
>
> I can't disagree with you too much on that one!

Ditto. I used to work in call centre (not for AT&T Wireless Services),
so I know exactly what it is like. Be firm, but polite, and you will be
able to go further.

>>8) Thank goodness I can take my number with me and I hope others do
>>the same.
>
> It's a good thing, weather [sic] or not your happy with AT&T. I think this
> will go a long way to making things better, in the long run, for the
> customers. It gives us a little more leverage.

Enjoy that privilege. Millions of Americans do not have that privilege
yet (only the 100 larges MSA's have number portabililty, that leaves a
majority of the area of the United States without it).

>>9) Make sure you click feverishly on their banner ads when you are
>>killing time on hold. These cost them per click, and there is nothing
>>they can do to stop you.
>
> Except block your DNS #.

Actually, don't they *make* money when you click on the banners that
take them to other sites?

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