So I, (along with several co-workers) recently switched to the AT&T cell phone network from Verizon after the long awaited arrival of the new iPhone 3g. I had heard a few negative comments in regards to the AT&T network- dropping calls and being static-y (sp?) but I went into the new network with an open mind and a very happy heart having my new iPhone. Most of the negativity was coming from the direction of one of my bosses, Jeremy Hanks. But I told him repeatedly that a network could not be THAT bad, and maybe his problems were user-error ☺. But alas, I have been proven wrong, and I am writing this post for two reasons. First, to publicly say that my boss, Jeremy Hanks, was correct with his AT&T frustrations. Jer, you were right all along. I should have listened to you. And second, to vent all of my anger and frustration with AT&T over the last month.
So, I, me, Meagen Ridley, set up the business account for my work. We had several employees that wanted to get their hands on iPhones 3g's and I put into motion our plan to move everyone from our original Verizon business account (approx. 15 voice lines) to the new AT&T account. I was and am the only “authorized user” on this said AT&T account. So, I moved over 5 total lines at this time. Things were moving smoothly. Then I called the AT&T customer support/care line one day to move over an additional line from Verizon (like I had done 3 times prior to) and was told that I was not an authorized user on the account and that they would have to contact this person in order to get me authorized. Umm, okay? Well, I know I am the ONLY person authorized on the account. I told them this and the rep said they would call the mystery user (since it was against the rules to tell me the exact name) and that he/she would need to call them before I could do anything further. Ok, fine, I’ll play their silly little game, thinking that they would end up calling me. But they didn’t and who ever they called didn’t return the favor. So I called again a few days later. The same thing, and here is where my frustration starts to grow. So, this second time around I give them every possible name of higher ranking employees at Doba, knowing full well there is no possible way any name other than my own on the account. Nope, none of them were listed as the authorized users. So I told the rep that I would just go to an AT&T store to get it straightened out and hung up.
Well, today I went to my local AT&T location and was told that I was the only authorized user on the account, but I was not the authorized “order-placer” and that’s why I was having all of the problems. WHAT!? How can I set up the account, set up new lines, transfer numbers to and from and now I can’t do anything with the account? According to the service rep, AT&T had recently changed their processes and I would need to contact the small business rep to get my name on the account. So we did that, right then and there. But, according to the small business rep, it will take approximately one week in order to get my name on the account. WHAT?! ONE WEEK? Are you kidding me? This is ridiculous! I'm the ONLY user! I have done everything there is to do on a cell phone small business account and now I can do NOTHING. I’ve wasted two phone calls and a trip (in the first big snow storm of the season I might add) to the AT&T store and I am still were I started over a month ago. UGH.
I don’t know how anyone uses this service. Even if they were to solve their customer service problems, it does nothing to fix their network issues. I have experienced numerous dropped calls in the last 3 months and I can barely hear the other end while driving and talking. I never had problems with anything while on the Verizon service. I will never recommend AT&T to anyone. Sure, you can have a cool iPhone, but it’s not worth their pain in the ass customer service or crap network. Go with Verizon. Their network and customer service is far superior. Here’s waiting until 2010 when I can return to Verizon without a cancellation fee. But the $175 may be worth my sanity if these problems don’t get resolved ASAP.