Internet Service, cable

Why Cable, Internet and TV Customer Service Sucks

Member Ray Lattof of Davie, Florida, says representatives who answered calls to AT&T’s 800 number are the ones who need to learn how to be polite: They hung up on him twice when he called to dispute unauthorized long distance charges on his landline phone bill. “I was utterly dumbfounded, ” he says. “AT&T is such a worldwide business conglomerate. You just get a sense that the company has no priority on customer service at all.”

AT&T corporate spokeswoman Susan Newsham says AT&T places customer care high on its priority list. “We have apologized to Mr. Lattof for the inconvenience, answered his questions and found him a long-distance plan that better matches his needs, ” she says. “Additionally, customers can get access to other support options by visiting [our website].” For instance, U-verse customers can utilize an interactive application to troubleshoot any problems, she says. “AT&T is committed to its customers, but if issues occur, please visit [our website] to get in contact with a support representative.”

Lattof, who filed an F report on the company’s poorly rated Miami location, says he’s still upset that AT&T charges him $4.77 a month for long distance calls as part of its minimum usage plan. “I will continue to be stuck paying a minimal charge for long distance, even when I make no long distance calls — and that is downright thievery, ” he says.

Member Beth Holmes of Henderson, Nevada, says she’s happy with her bundled Internet, TV and phone services from the highly rated Las Vegas branch of Cox Communications. “We use them because they have the best rating on Angie’s List, ” she says. “We have no complaints.” The Atlanta-based company offers cable, broadband Internet and phone services to 6 million homes in 19 states. “Our goal is to be a friend in the digital age, helping our customers get the most value from their services, ” says Scott Wise, Cox’s vice president of customer care.

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