On Wednesday, September 30, I contacted AT&T concerning a free upgrade due on one of our two phone lines. We were also considering switching calling plans and adding on a new line for another family member. I spoke with a female representative (unfortunately, I don't remember her name) and she was very pleasant, patient, and went over every detail with me and answered every question. When all my questions were answered, she transferred me to Francisco (Frank), who works in the sales department, to finalize all the details. He waived the activation fees and shipping fees for BOTH of the new phones we ordered and gave me all the details I needed to activate, including the new cell phone number for the third line. The phones were even free, so we had absolutely no charges aside from the changes in the cost of the bill. This afternoon, I found out that the we would need to add a fourth line and get another phone. I called and spoke with Matthew and again, he went over all the details and got the necessary authorizations that he needed. He also waived the activation fee and shipping fee on the third phone. About half an hour after disconnecting my call, I decided to call AT&T back and spoke with Latoya H. who connected me to Chad, a call center supervisor. I informed him that I could not stop singing the praises of the company and that I'd recommended them to my boyfriend's brother and sister-in-law and that's the reason we needed to add two extra lines; they were dropping their pre-paid TracFones and sharing a plan with us.
Whatever AT&T is telling their trainers and customer service representatives, please keep it up. This is by far the best customer service that I've received when it comes to purchasing electronics or purchasing a service through a contract. I've recommended AT&T to nearly all my friends and family and many of them have switched from either pre-paid cell phones or other contract plans to AT&T. Thank you for continued superior service!