Dear AT&T,
I am writing you because I have had many issues with your service and I feel like I need to appropriately voice my opinion. My wife and I have had wireless service through you for three and a half years, and now recently we have added DSL service for our home. For months now we have had horrible service for with our cell phones. We constantly have dropped calls, and now we even have trouble making phone calls out of our house, even when we have good signal. I have had this issue with a few different phones. I have called multiple times to ask for help with the issue, but there is no solution to fixing our dropped calls. We have had information sent to our phones to reprogram them and we have gotten new sim cards for our phone, but still no help. Strangely enough the problems became the worst after there were new AT&T fiber-optic short range cell phone towers set up in our neighborhood. The addition of these towers are unsightly and they cause quite the fuss in our neighborhood since we had not say so or advance knowledge of the constructions of these towers. So I have horrible service with top of the line cell phone technology withing100 yards of my home. Well the big stink that I have with all of this is the amount of time I have wasted. My time has been wasted first by the fact that I have had to call your company many times to try and receive help with my horrible cell phone service. Secondly I have had to spend so much time on the phone recently with many different people. These calls involve me many times dealing with companies that put me on hold. Well it is horrible to be in my home on hold for 30 minutes and then my phone disconnects me. Not only did I have to pay for that phone call but I have to start over again waiting in que so I can talk to an operator. I have wasted my life away the past few months and It is a shame that my time has been to dramatically increased by your companies horrible cell phone coverage. My time is important to me. When I am not working at my very low paying job I want to be enjoying what time I have with the most precious thing in my life, my family. I love my kids they mean the world to me and my wife. I am tired of being on the phone for hours ever time I am away from work and not being able to spend that time with my kids. Your company is not the cause of all my problems, and granted without to dropped calls and lack of ability to even call out at times, I would still be on the phone a lot. But I would have to say that your horrible service has added many hours onto phone time. This has made me very angry, sad, confused, bewildered, and even unstable at times. I get a dropped call and I just want to start crying (I am a full grown man with a full grown beard, just visualize me crying). I wanted this problem fixed the first time. I will be sure to attach a picture of my beautiful family so you know what you can see the eyes of my children, the same eyes that look at me in disappointment every time I am on the phone and I have to stay on the phone longer due to dropped calls.
Let us move on. Last month I added DSL service to my home. I switched from cable. You might ask yourself why would you switch to AT&T if we make you so unhappy. Well I am currently cutting back on our budget to accommodate a new salary of about $26,000 a year (my wife and I combined). Your DSL price was $19.95 a month (so I was told) till I got my first bill. I was angry when I got my bill the other day. I thought AT&T could get something correct. I thought you wouldn’t disappoint me right from the get go. But you did. Even after my payment adjustment credits that I would be getting over the next 12 months my price per month would be $29.95 (that is what I was told by an employee of yours) Also I was never told of the activation fee (I think that was $35?!) I don’t see how you mailing me a box and me setting up all the stuff my self calls for such a crazy fee, but what do I know? So I call to discuss my bill today before I went to work, well guess what I had to be on hold for 20 minutes till someone picked up. The person asked me “how I could help?” I told him I wanted to review my bill. He asked for my account number I told him I did not have it, and could he look me up another way. He said nothing for over a minute, I asked if anyone was there and he said yes sir I am still here. I asked if he could look my account without my account number, again no response followed by me being disconnected, not by my phone but by the operator. That is right your operator hung up on me after waiting on hold for 20 minutes as I sat there and disappointed my children and wife in efforts to save our family money so we can have money to eat! So I go on break at work later today, I call up again I get an operator (after only about a 5 minute wait… getting better!) He looks up my account tells me the problem with my bill can be fixed, but he will have to transfer me to a different department. So after waiting for about 5 more minutes I get another operator, I describe the situation and he ask for my account number. Well I don’t have it, I did not think to ask the previous operator for it. Anyway he tells me there is nothing he can do because he is not finding me in the system. He tells me I should call back to the other department get my account number and them call back. Well at this point I am in need to clock back in and I would not be getting off of work until late enough that I would not be able to call and finish this up. So I was ticked off at this point. I had wasted 30 minutes of my break on the phone to accomplish nothing! I told the operator and his supervisor that, and I added that AT&T sucks!
So that is my story, I want my life back. You can not replace the time I have lost. I want what I was told I would get. I want decent (I am being reasonable, I am not asking for good or great) cell phone service from the comfort of my home, neighborhood, and city. I have spent at least $3,300 (probably way more)over the years of your service. That is a lot of money I don’t make that in a month, or even two. I am so sad by this experience, I buy so much service from you to be repaid with horrible service, and customer service. Fix this! Do not take away anything else from me and my family.
Sincerely,
Robert Bush
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