Dec 28 2010

AT&T Customer Relations Office of President

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If you are like me you have experienced the many layers at AT&T in trying to get someone to hear your complaints or getting help.

After much complaining online and over the phone, I received a call from AT&T office of the president for my most recent landline issue. Gary the rep I spoke to was very knowledgeable and provided me with the number I could use if I was to ever have troubles with my line and could not resolve.

Thanks Gary. (800) 791-6661

This led me to ask if the same type of group exists for the AT&T wireless AT&T mobility group, and apparently there is.  They can be reached at (800) 498-1912. I will be calling them to see how they can help with my ongoing wireless issues in the Pasadena/Glendale/Burbank areas.   Pasadena has long been a problem with dropped calls and no service, even after there was a new tower that was supposed to go up in October 2010. This made no difference.

=====================================

Updated: Contact AT&T CEO, Randall Stephenson

Randall Stephenson, AT&T CEO
rs2982@att.com (direct)
randall.stephenson@att.com
phone: 210-351-5401 (direct to his secretary)
fax 210-351-3553
alternate phone: 210-821-4105 (headquarters, press 3, ask for Mr. Stephenson’s office)
175 E. Houston
San Antonio, TX 78205

———————————————————

Taken from another posting online regarding the Office of the President from AT&T Wireless/Mobility

For anyone still reading this here is another name number and extension from at&t office of the president. I spoke to this person within the last month so I know it’s good number.

He helped me smooth over my at&t issue with my iPhone recently and I’m very happy with the results. This guy gets things done!

Kevin Hicks

—————————————

Here’s some other links to stories that others have experienced with AT&T:

http://www.jondale.com/thelostart/2008/07/an-open-letter.html

at&t office of the president

http://www.jondale.com/blog/2008/07/why-we-love-zap.html

800-498-1912 x 47144

If you’re not getting anywhere with lower-level customer-service reps, you can try calling your regional Cingular/AT&T Office of the President. These people have a great deal of discretion and can sometimes resolve problems. But please be aware there are numerous reports in the main Free2Go thread and on other online sites of Office of the President reps lying to customers or refusing to be of assistance. So, it’s important to take good notes and to get whatever you can in writing. I’d advise that you correspond with them by e-mail whenever possible.

If you’ve had dealings with an Office of the President employee, you can provide valuable help here by contributing to this list. If you’ll PM me with the person’s name, location, phone number, e-mail address and any other relevant info, I’ll add it to this list. I won’t reveal your identity or provide details about who contributed what. The list below has been compiled from responses I’ve received to a PM I recently sent FatWallet regulars and from other online sources.

Under each region, I’ve first listed all the telephone numbers for that office and have then have linked each employee with the number by which the contributor reached that individual. (Please note that the names of the regions either came from what I was told by the contributor or were my own best guess. They may not be entirely accurate, so it’d be wise to ask when you call if your state falls under that office’s jurisdiction.)
Northeast
1-866-220-8446
Fax: 1-866-293-5105
Mailing address: Office of the President, 17000 Cantrell Road, Little Rock, AK 72223

Ray Armstrong (contributor did not have telephone number)
Roslyn Young, 1-866-220-8446, roslyn.young@cingular.com

South
1-877-734-0766
1-800-947-5096 (unverified)

Denise Carr, 1-877-734-0766
Mark Kendall, 1-877-734-0766.
Susan Lacy, 1-877-734-0766, ext. 6535 (contributor cautions that this listing may not be current)

West
1-800-498-1912
1-866-894-2464 (unverified)
Mailing address: Office of the President, P.O. Box 269077, Sacramento, CA 95826

Carrolyn Ayson, 800-498-1912, ext. 50188
Chenell Cummings
Melissa Dillard, 1-800-498-1912
Rebecca Kilby, 1-800-498-1912
Eric Martinez, 1-800-498-1912, ext. 51066
Felicia Martinez, 1-800-498-1912
Holly Pence
Laurie Whitney, 1-800-498-1912

65 Comments on this post

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  1. Janet said:
    what about for AT&T U-Verse?
    March 3rd, 2011 at 9:25 am
  2. ATT Lawsuit? said:
    Does anyone know of any attorney that specializes in cases against ATT and Asurion (their warranty partner.)
    April 5th, 2011 at 11:00 am
  3. victorcab said:
    What did they do?
    April 5th, 2011 at 10:45 pm
  4. mary h martinez said:
    I have signed up on Texas no Call List on January of 2011 and as of yet have gotten no mercy from your sales staff (telemarketers).I am low income and have a basic landline That used to cost me $9 a month now I pay $17 amonth and with the fees it comes to $29 a month.I dont qualify for any aid.To add to insult your sales people keep calling me all the time .I am at the point of canceling my service.Please advise .On may 6 I will call the office of the pres. of consumer relations.My husband and I both have health issues and your unwanted calls annoy the joy of living out of us…… Will you help us please?
    May 5th, 2011 at 5:44 pm
  5. sadamson said:
    I had ATT uverse installed…They ported the incorrect number. They actually gave me someone elses working number. That was 8 days ago and they still have not been able to get me my phone number. I have a temp number, I had to go back to my previous carrier and have them reopen the port. They did it…Att still has not completed the repair. I have spoken 9 people..for a total of 8 hour 42minutes and 5 sec on the phone with AT&T and all I get is…"we are sorry for the inconvience..blah blah blah". I have asked the last 4 people for a phone number to the corportate office or to a regional managment office. Everytime I am told…"we can not give out that information". What a terrible organization and buisness model.
    May 19th, 2011 at 10:41 pm
  6. Robert bobbitt said:
    I went into the south grand prairie store to get simple transfer and I signed on as resquested after a hour wait I had to leave the store several other people entered and were promptly helped with out siging in I guess not be
    May 22nd, 2011 at 10:58 am
  7. Robert bobbitt said:
    I went into the south grand prairie store to get simple transfer and I signed on as resquested after a hour wait I had to leave the store several other people entered and were promptly helped with out siging in I guess not be of color as store manger makes a diferrance AT&T said ther are a diverisity employer ha.
    May 22nd, 2011 at 11:02 am
  8. cpetersen said:
    I have had an experience that is exactly the same as sadamson above. They took my number and gave it to another customer who had wanted to keep his old number. I have had a similar experience with help in their executive troubleshooting office in California. I know they are people with jobs but their training must be interesting. They simply are trained to not help you or compensate you for your trouble.

    The number I called is 877-737-2478 Good Luck

    May 25th, 2011 at 2:02 pm
  9. will said:
    i wish i never went with at&t i have been lied to over and over again and i am sick of it i switch from verizon thinking it was a better deal wish i never did would think very hard if was to do it again
    July 15th, 2011 at 1:10 pm
  10. whoever said:
    Never in my entire existence has a company completely ruined my life, i worked for you and got older and lost my job, lost internet service for entire month while outsourced …… asked me if they resolved my f…ing problem and after an entire month I finally got patched in to my neighbors phone line ( made due with what was available). I am thinking about moving just so I don't have to ever have any dealings with the ineptitude of ATT in any capacity. I was a customer first and you have done nothing but made paying my bill a source of misery. ie cannot EVER get on your website. EVER EVER ruined my employment record because your system NEVER NEVER worked right and as I said I would rather leave this area if YOU are the only choice I have
    September 1st, 2011 at 8:05 pm
  11. Betty said:
    We also were shocked at nightmare they put us through for days and not one person ever followed through on anything. They c ame and brought the equipment but never hooked any of it to a line and after several days of very long cell phone calls and being bounced from one dept to another we still had nothing, no phone, TV or internet for a week and all we got was lies and promises of a return call which never happened. We had paid to have our number ported to them only to have it out there somewhere because they never followed through on the hook up. We paid to have our service reinstalled with the company we had left because of poor customer service. Compared to AT&T they are 100% better. If anyone knows of any recourse please add us to the list, the entire experience was a nightmare and would never recommend them to anyone. They still have not called us back to tell us what the problem was to start with? If anyone actually found a consumer relations department would like to know how they got to them?
    September 7th, 2011 at 3:20 pm
  12. PFC History said:
    Betty, I am having an AT&T nightmare, too. Thank goodness I don't have to rely on them for a local landline phone which is what it seems like where you are. Where are you located? Is there a Comcast cable or a Cox Cable near you? Do them. I paid my bill on time every month for two years. I often had no service at all in my home and my cell service was all I had at the time. I'm lose of them and I guess I should count my blessings and forget about the lousy creeps. I detailed my complaint in writing and sent it to the Oregon Attorney General's office. I do think that may have gotten their attention as one person phoned me to tell me that my account had been zeroed. Another gal phoned me from the Office of the President to "work something out" and the "apology letter" just came today. She doesn't apologize, she doesn't even git the dates and the story straight, but at least I'm no longer confronted with a bill I don't owe and I'm no longer being pursued by a collection agency. My general problems revolved around the porting over of my phone numbers to new carriers. That was my nightmare and it went on for several months! Have you considered phoning your state attorney general's office? Your attorney general is a person who can be voted out next time round if he or she isn't helping consumers. Too bad we can't somehow "downvote" AT&T and send them to the poor house!
    September 10th, 2011 at 8:40 pm
  13. victorcab said:
    It is pretty sad to see all these stories of the people who have had these horrible AT&T experiences. Is AT&T doing anything to help these people?
    I gave up trying to deal with AT&T for wireless, they are hopeless for expecting anything but inferior service. Just in the past two days, I try to make a call, with 3G and 3-4 bars of service, and cannot make a call. Reset the phone, turn it off and on, and still no go, 10-20 minutes later try again and it works! with less bars. Different tower or tower issues most likely. But still, cmon. if you are one of the largest telco companies in the world charging customers 100+ for a service, get it right! The very basics is making a call.
    September 12th, 2011 at 12:05 pm
  14. Hula girl said:
    I too have had a nightmare after the so called upgrade to UVerse on 9/22, I have been without Internet and land line. Land line restored on 10/6 after hours on the phone, time off work, etc. Still waiting on Internet but already received a bill and a threatening email which is ironic since I have to go to the public library to get online wanting $150 in rental for their UVerse stuff that never worked a single day. Every employee has a different story and times ti fix things just get extended.
    October 7th, 2011 at 4:02 pm
  15. unhappy said:
    I have to tell you guys that the whole battle of the carriers is a load of crap. AT&T is is by far the worst company in the world. I would rather listen to the Spice girls and Billy Ray Cyrus 24 hrs a day than to go to such a lousy company. I will tell you why. I had there wireless. was goo for a while, then they no longer offered in my area. I call and complained and was told they do not guarantee service. WTF. I just bought the phones and now cannot use them. I was informed that I would not be able to use my phones but would have to pay the bill. I REFUSED. AT&T cut off my service and then charged my a cancel fee of 400 per line I had. Which was 1600 dollars. I had sent a letter in with my bill and advised them that I would not pay for something I was not getting. I then receive a call saying that service was now offered in my area. WTF again. Well, after about 4 months of dealing with this I received a final bill for 2200 dollars. This was for me canceling my service and for the months hat I was unable to use my phone. I advised them that I would not ay and that they would have to talk to my lawyer. I provided AT&T my lawyers number and they told me that I was the only one who they would deal with. I had my lawyer call them and we recorded the conversation and advised them that the call was recorded, they give us the go ahead. We were told that I was responsible for the charges because I signed a contract. I said yes I did but it was for a service that AT&T failed to produce. It was notated in my account. I was told by the rep that I did receive a letter stating that service was availble and that I would have to pay the fees. I said yes but that was after I canceled. The AT&T rep got quite. I advised her that they were in breach of contract and that AT&T would have to eat the bill. After a callback from someone from their legall team the case was setteled out of court and I received a refund for the time I was with them.
    October 10th, 2011 at 11:06 pm
  16. victorcab said:
    Your story is repeated over and over. AT&T just doesn’t understand how to treat customers and do right by customers. They provide lip service and spend millions on ads, but fail to deliver a quality reliable consumer product/service.
    November 8th, 2011 at 2:56 pm
  17. brown bear said:
    ATT does it again. Five cell phones in a row and one of them work. I have been a customer for seven years, NEVER a late pay, and I am told to contact the manufacturer. Are you flipping serious? Three weeks without a phone and they will not even credit my account. I have spent hours, totaling over 100, working on this problem. All to no avail. NEVER go with AT&T for ANYTHING. Their customer (dis)service is horrendous and completely negates any net positives on the monthly rate side. Stay away, lest you get sucked into the AT&T abyss. They are worse then Bank of America-it’s that bad folks.
    November 14th, 2011 at 1:23 pm
  18. brown bear said:
    You mean none of them worked!
    November 14th, 2011 at 1:24 pm
  19. Grandmabear said:
    @brown bear Hey…I agree with you 100%!!! They took a payment out of my bank account too early and caused many of my outstanding checks to bounce!!! I even called and doubled checked the automatic payment date, and I was told it would be on the third of the month! BUT…out it came today. THREE hours on the phone with them today accomplished nothing. I told them they should pay my returned check fees since it was their error, not mine! I am now into fees to the tune of $150.00 and still counting. Now I am looking to take this to a higher level for some results. AND…Bank of America is terrible…going through a loan mod with them for the past two years, if you can believe that! Thanks for your comments…now I know I am not alone!

    November 29th, 2011 at 8:45 pm
  20. Grandmabear said:
    Hey brown bear…I have to agree with you 100% Just went to AT&t after 40+ years with Cox Cable. Not a happy camper. Set auto payments starting Dec 3, BUT…they took it out early and now I have checks bouncing left and right! Spent 3+ hours on the phone with them today asking to please credit my account for the check fees, and they said they would not do that. Terrible customer service reps, and the manager I talked to was just as bad if not worse. Now I am $150 in the red and still counting! NEVER had these problems with Cox…beginning to think that changing my service was a mistake! Oh, and BOA is terrible also. Been working with them for two years on a loan mod…still no answer…just giving me the royal runaround. Oh well…just have to go with the flow I guess…
    November 29th, 2011 at 8:52 pm
  21. SteveWilson said:
    AT&T A Terrible Tasteless company that treats customers like they are their employees when the truth is just the reverse. If there ever was a company trained that customer service is not important its AT&T. They take great pride in being a bureaucracy not a company. They don’t look at it as they provide a service for a fee. To AT&T you owe them for the honor of just listening to their marketing pitch ever 5 mins. Really, there mgmt isn’t interested in customer satisfaction. T least Time Warner will let you speak to a human being.
    January 26th, 2012 at 2:12 pm
  22. SharynKrim said:
    Here is a letter I just wrote to AT&T. I believe they’re thieves and we all should contact the FCC. I’m tired of being taken!

    January 26, 2012

    Re: Merna Krim

    I have been an AT&T customer for many years. At first you were the only game in town; and then you simply seemed convenient. Now, more than ever before, I am astounded that an organization which deals in communication, communicates so ineffectively. Your bills are difficult to decipher, and your customer service people, while patient, do not do a comprehensive job of explaining your outrageous billing procedures!

    Your website leaves a great deal to be desired; from trying to download ringtones to navigating your whole site! This all contributes to difficulty in paying the bill through internet; and still you want me to switch to U-Verse! Why, so I could become more frustrated?! Frankly, at this point, I’m considering switching to Metro; and while they may not have the selection of phones that you have; and they may not have as many towers as you have, their monthly bill represents no muss, no fuss, no bother. In other words, I know exactly what I’m dealing with. Yes, there was a time you were the only game in town, but that hasn’t been so for a long time. As an organization, you are not very accommodating to your patrons.

    A year ago I added a line on my service (more money for you), and since that time I’ve had nothing but problems. Recently, through an oversight, for the first time ever, my phone was turned off momentarily. I had no forewarning either through email or any other mode of communication; and since my phone was turned off, I couldn’t even call you. My daughter and I each pay our portion of the bill. Usually we pay it before the due date or within 5 days of the due date. We are NOT dead beats, have never hung you out to dry, and yet, we are plagued by calls and threat of service interruption on a balance that we’ve zeroed out three different times, and the balance keeps changing!! We call only to be told that we DON’T pay on time (not true) and that’s why we keep having this difficulty.

    Today my daughter called and was told the same thing. In the same breath the representative told her we didn’t pay on time she told her that the cost of the service interruption was $40.00, at which time my daughter figured out that the $44.00 past due balance on our bill was the interruption charge plus the late fee, which we had not known about previous to this conversation. I have NEVER seen this broken down on my bill.

    My daughter asked if we could receive separate bills and was promptly told no. My daughter zeroed out the bill yet again, paying the $44.00 and told the young lady if there was another balance beyond our regular monthly usage, we would be putting our contract in dispute and switching to Metro. At that point the representative asked if she could switch her to the retention team. My daughter asked the rep what that was only to be told that it was so she could be offered another service through AT&T….ARE YOU KIDDING ME???

    I’m putting you on notice; we currently have a zero balance. Our next bill should ONLY reflect what we owe for usage! If this is not the case, I am putting this in dispute, breaking the contract and moving on.

    Multiply me by your thousands and thousands of customers. Just last night a friend on Facebook moaned about the difficulty she had dealing with your organization!

    Are you that independent, are you TOO BIG TO FAIL!? Perhaps after you take a look at this link, you’ll think again! I myself am posting this letter and telling them to contact the FCC!

    http://victorcaballero.com/att-customer-relations-office-of-president/

    Merna Krim

    Cc: Federal Communication Commission

    January 26th, 2012 at 6:58 pm
  23. Tellingithowitis said:
    Apparently no one wants to take responsibility as consumers – I was a 18 year old kid getting my first cell phone 12 years ago and I had to make sure I knew exactly what I was getting into – and u read all these complaints and think to myself wow these people are adults – when getting a cell phone u have to understand its a wireless means of communication it’s not 100% going to work – 2nd u have a trial period – and 3rd u know ur going to be locked Ito a contract so if your not happy u shoulda left within 30 days and now ur unhappy ad stuck – so sorry pay your early termination fee and move on to a different provider
    February 9th, 2012 at 7:56 am
  24. Tellingithowitis said:
    In the past 12 years I’ve moved a few times and had different providers to include alltell, sprint, Cingular now AT&T and its all the same no matter where u – u as a consumer have to make sure your $ is goin
    February 9th, 2012 at 8:02 am
  25. Tellingithowitis said:
    And now a days with the smartphones if your a smart consumer u can sell the phone to pay off most if not all of the termination fee
    February 9th, 2012 at 8:32 am
  26. Belue said:
    This is a letter I wrote in a fit of rage that somehow got to the President’s office:

    Good morning, I’m not even sure if you ladies can help. I really just wanted to bring the extremely poor customer service from the Residential Sales department of ATT to someone’s attention. If I could find another service provider for my area I would. Being a developer of Sales and Customer Service training, I felt obligated to express how every agent I encountered did little to prove that they have ever experienced any training at all…including managers. ATT customers are pissed and spreading the word. Below is a post I wrote and posted on one of the “angry customer” sites. I also plan to post it to my Facebook. I have also included a link that proves, just how many customers are pissed off each day by ATT and its antics. This morning I spent 46 minutes on the phone and transferred 8 times! My problem started with Marcel Anderson, who changed my order even though I explicitly told him the importance of my installation date remaining Feb. 16th because of school. He told me he would call me back…NEVER DID! Edwin Vares, a manager, was also suppose to call me back on my installation day to confirm that it had happened after he PROMISED me that it would.

    The other list of people that have done NOTHING to help include: ·

    Clover·

    Delsa

    Ingrid

    Carla

    Johnny

    Jeremy

    Thank you all for attempting to make this a horrid Friday. I hope the entire network at ATT goes down. Once again..ATT and all of the employees I have encountered, SUCK MONKEY BALLS HARD!!!!

    Additional Forums:

    http://forums.att.com/t5/General-Care-and-Support/all-of-your-AT-amp-T-complaints-answered/td-p/2801197 http://att.pissedconsumer.com/

    February 23rd, 2012 at 9:16 am
  27. Belue said:
    I received an email from the President’s Office below is the series of events that transpired after I took a day off work:

    Good morning Johnathan,

    I wanted to give you an update on my installation. J came out this morning around8:50, only to discover that a phone line must be run to the house from the outside pole(up to a 4 hr wait) before he could do anything. But once that is done he or a different technician will return to complete the install. I’m a little confused on this because I was told by the initial rep that I didn’t need a phone for Internet.

    Nevertheless, J assured me that this installation would be completed today. I am really hoping this is true because I do not want to and cannot take off work again.

    Eugene just left. He nonchalantly said that he has completed everything on the outside but no one will return today to complete the installation.

    At this point I have no desire nor mental wherewithal to deal with this any longer. I will not take off work again for this installation. I am working on another alternative. This is beyond ridiculous.

    One can only hope for a quality competitor to come along and offer customers an alternative.

    Regards,Nadia-

    Eugene in all of his rudeness, was the ONLY preson from ATT that spoke the truth because, no one came back to complete the installation.

    February 23rd, 2012 at 9:19 am
  28. JoyceAileenPrice said:
    hey my husband has been a at and t customer for a long time,and just in the last week we up gradedand was told by a customer rep that we could keep our unlimited everything from our previous contract…the lady’s name was april cagdale we had a very friendly conversation and she said they could grandfather it in and we could continue to have the same contract options,we finished our conversation with a lady we thought was actually giving use what we wanted she even helped us through the online purchase….well today 5-7 2012 we get a call from at &t saying they are unable to meet that deal,ok from here i woke my husband and he has spoken to some higher ups and in short we feel it was a false advertisement and customer satisfaction is obsolete and we have new phones here that are probably going to cost use more to send back than we paid for!
    May 7th, 2012 at 8:20 pm
  29. JoyceAileenPrice said:
    other names my husband dealt with today were;rose gonzalez,byran oreck(orork),erin mohl,and dustin odom they said they couldn’t offer something they didn’t have anymore,well my question to them why wait five or six days and i’m sure they recorded our conversation for”training”,and say they could” grandfather” and they said they would let all longtime at & t customers “grandfather”their old contracts which we had unlimited data etc…..other question we have two phones hear that my husband purchased and its going to cost more to send them back can at and t at less offer to pay the cost is that included in the 30 day?
     
    May 7th, 2012 at 9:38 pm
  30. Heidi Irby said:
    I am going on my 4th cell phone that does not work.. I have been on hold for most the day. Unfortunately my land line is also ATT and I Keep getting dis-connected to do it all over again. Do They have any idea what is like to have your child call you crying, but the phone get dis-connected, then powers down and you have to wait 15 minutes to even try to call your kid back. Shame on you ATT!!!! I call, get transfered, transfered again, put on hold, dis connect. All day, almost every day for the last 7 months. Every time they send me a new phone there i something wrong with it!!!! I am ready to speak with a lawyer!!!!

    September 5th, 2012 at 10:51 pm
  31. albo said:
    Please wait for a chat agent to respond. Your current wait time is ‘0’ minutes.

    You are now chatting with 'Gerardo C.'

    Gerardo C.: Welcome to AT&T Premier Support. I am reviewing your pre-chat questionnaire and will be right with you.
    alan: I want to add a samsung galaxy III phone to my existing Family Nation Talk plan. I want to have shared voice minutes in family talk, unlimited txting.What is the cheapest data plan I can purchase ?
    Gerardo C.: Just to clarify, you are asking about Data plan for Samsung. Is that correct?
    alan: yes
    alan: as part of my familiy talk plan, I want to know the total monthly cost of adding a fifth line with a samsung… with the cheapest data plan.
    Gerardo C.: Thank you so much for that information.
    Gerardo C.: I completely understand your situation. I am happy I got your chat and I'll be more that happy to assist you regarding your concern.
    Gerardo C.: Although you may have provided this information, may I please confirm your full name and the wireless number you’d like to discuss today?
    alan: sheesh….
    Gerardo C.: Thank you so much for that information.
    alan: you don't have to use the canned responses with me. I'm short on time…
    alan: i'm not offended
    alan: do you have the answer ?
    Gerardo C.: I'll be more than happy to assist you with this.
    alan: great
    Gerardo C.: Please be reminded that you will be able to see the price of the device and some special offers once you start process an order through your online account. You will be able to see the total monthly cost at the Shopping Cart page. The order will not be submitted unless you proceed at the Checkout page.
    Gerardo C.: All New SmartPhone customers will be required to purchase a qualified data plan (in most cases the data plans start at $20 for 300MB). To view the data plans available to you, select a SmartPhone from the Phone & Device page and add it to the Shopping Cart. The Data Plans page will appear after the Accessories page.
    alan: wtf is that?
    Gerardo C.: I completely understand your situation. I am happy I got your chat and I'll be more that happy to assist you regarding your concern.
    alan: i already did this stuff. I wouldn't be texting you if your web site was usable.
    alan: no you don't seem to, or you wouldn't have sent those dumb instructions that I've already done.
    alan: do you have a supervisor with experience
    Gerardo C.: We are currently performing a planned system upgrade of our systems, Please contact us at a later time, when our planned maintenance has been completed.
    alan: i asked a simple question. what's the cheapest data plan for a samsung galaxy III when adding this phone to an existing family nation talk plan.
    alan: can you answer that ?
    alan: what a disaster you and ATT are
    alan: this one's going on the web Gerardo C
    Gerardo C.: All New SmartPhone customers will be required to purchase a qualified data plan (in most cases the data plans start at $20 for 300MB).
    alan: Look up Andy Geisse inside AT&T. He'll be very interested in this conversation.
    Gerardo C.: Alright. However, that is the cheapest Data plan that AT&T offer as of this moment.
    Gerardo C.: Do you have any questions regarding the information we discussed today?
    alan: Yes, how to you live with yourself ?

    September 25th, 2012 at 12:10 pm
  32. Miss Goody2shoes said:
    Sorry I gave up BrightHouse Networks for AT&T u-Verse. I want to go back!
    October 30th, 2012 at 1:11 pm
  33. abc said:
    whatever became of this? just dealt with similar with live chat
    November 16th, 2012 at 9:31 pm
  34. A2 Laminators said:
    The summary of this comments is just telling that AT&T is not a good company right?
    November 28th, 2012 at 11:18 pm
  35. Patricia LaJoy said:
    i have been getting the wrong bills for 9 months, when i tried to contact crc services today , the epresentative would not connect me. every month i spend at least an hour trying to get bill straightened. today example, bill was to be $55 , i get bill for $73. only hve basic and internet. where does this make sense.
    December 3rd, 2012 at 11:22 am
  36. jared said:
    thats right overcharging
    January 25th, 2013 at 10:28 am
  37. jared said:
    dont almost die or anything because at&t dont give a shit! i wish there was more media coverage on there overcharging and lack of caring!
    January 25th, 2013 at 10:30 am
  38. biker.bubbie said:
    This is a letter I sent to ATT. They are by far the worst company I've dealt with. They put people into collections FOR PAYING THEIR BILLS!! That's right folks …. for paying payments on their bills:

    To Whom It May Concern:

    I have NEVER dealt with a company that puts someone into collections when that person is making regular payments on their account! Well, that's exactly what AT&T has done to me!

    When I disconnected my service I told the accounts receivable department that I would make my payments monthly (I am making monthly payments to pay off my early termination fee.) until the amount was paid off. Never have I been put into collections for making payments!!

    How dare AT&T do this to anyone trying to pay their bills??? And the collection company AT&T uses will not accept payments. So I am not making my payments to them. I am continuing to make my payments directly to AT&T.

    I want my account to be removed from the collection agency. If I'm in collections anyway, and AT&T is set on ruining my credit, why would I even bother to continue to pay my bill?

    Customer service is just one of the reasons I've left AT&T after many, many years. And after experiencing this travesty, I will be sure to tell everyone how AT&T treats it's customers. This is NOT the way to convince anyone to come back to AT&T!

    February 1st, 2013 at 11:07 am
  39. Vanessa said:
    Let me just say your customer service is horrific. I already spend over
    300.00 a month on cell phones. I needed a basic line put back in our home
    and I'm on Day 13 of your company trying to get it right! It was a simple
    request. The original agent took over 45 min to set up a basic new line. I
    had to confirm numerous times with the agent that I had a promotion and
    other details of the service. However, the most important detail was that
    this house is 4000 sq ft and there are two incoming lines on the outside and
    I needed to speak directly to the technician. She assured me after much
    pleading on my part that the technician would call me at the confirmed
    contact number several times to ensure when he came out that he hooked up
    the correct line. I waited and waited and no one ever showed up.
    Miraculously I had a dial tone, unfortunately it was on the wrong side of
    the house. I am now on day 13 and have spoken to 8 people, the first
    supervisor Christina assured me on Friday March 8th that she'd call me
    Monday and have a technician out to fix it. Well, it's the 13th and still
    no call from Christina so I called back. The first supervisor Myra had not
    time for me, told me not her issue and COLD transferred me to Peter in
    apparently the wrong department. Peter COLD transferred me to Daniel who
    for the 3rd time today I had to tell my issue to. Daniel said he could not
    assist and he COLD transferred me to Edgar, who's English was so broken I'm
    not sure even he understood the issue. However, he assured me a technician
    would be here sometime between now and Friday, he did not commit to which
    Friday and that the technician would call when he arrived. So I'm on day
    13th with no line installed where I asked for it to be on March 1. Can
    someone over there please pop their head out of their ARSE and get it
    together. I will be sharing this story on my BLOG and with thousands of
    other people. I know AT&T has a monopoly and it doesn't really impact you
    but it impacts me and I think it is very bad. I'll make sure my 300.00 a
    month also moves to another wireless provider as the contracts expire. But,
    I am curious now to see if I'll even get my issue resolved.
    March 13th, 2013 at 12:07 pm
  40. Michelle said:
    Dear Victor, this is the email I sent to Randall Stephenson:

    I'm writing to let you know that the bulk sales department for AT&T in Florida is not competent. I have been working with them for approximately 4 months and the problems have not been resolved.

    I am in business with 400+ employees and I deal with customer service problems everyday. Let me assure you that if I ignored my customer's problems for months on end, I would be put out of business in weeks!

    I purchased a condo in a building that is under contract with AT&T. Due to the lack of customer service from AT&T my property managers have informed me that they are trying to break this contract.

    As a unit owner, I am the unfortunate victim. I have been trying to get BASIC DSL and BASIC telephone service installed in my unit for over 4 months and as of today I still do not have service.

    After many, many hours on the phone, here is what I've been able to establish as the reason why:

    There is a dispute between AT&T bulk sales department and my property management company regarding BASIC telephone service. My property manager says that we get BASIC phone service included in our condo fee and AT&T says that we do not. AT&T has agreed that basic DSL service is provided free of charge to me because it is included in my condo fee.

    As you know, the contract between the condominium building where I purchased a unit and AT&T bulk sales is beyond my control and influence.

    As a person who bought a condo in this building, I am subject to this dispute which remains unresolved.

    I am writing to let you know, that me and everyone that I know, or will ever meet for the rest of my life, REFUSE to do business with AT&T unless there is no other choice. For example, I have no choice but to deal with AT&T because of the building where my condo is located.

    From one executive to another, please take note of my situation. Your company is losing business due to extremely poor customer service. Try doing a Google search for "at&t sucks". You might be surprised at the volume of content you find. I am not alone.

    Due to the size of AT&T, you remain in business despite a huge hatred for your company amongst the American population. I will be contacting my local government as well as any other executives with AT&T that I can locate email addresses to share my story. I've posted my experiences online and will continue to warn people about AT&T.

    Regards,
    Michelle

    March 25th, 2013 at 1:39 pm
  41. jodi silverman said:
    att is horrible ive been having issues for awhile having to call every other minth due to them " accidentally droppingnthe price code" causing my rate to go up , this month it went up 30 and rold me my rate expired,,,,,i been with them for 28 years i call office of president and they connect me with locl who say we can offer you a 15 discount the after calls back and says the is a 190 early termination fee what are they nuts
    they also offered u verse and i told him i took off three days be aus ethey said uverse was available and each time the tech comes says it wont work at my address , so he said well system shows its available to your address ..i said can you send a tech out first to be sure it will work at address before i lose yet another day of work he says we have no way to do that ? what ? arent they your techs. supervsior jeff hartment was horrible as was presidents office , im thinking comcast here i come
    March 27th, 2013 at 9:44 am
  42. Consumer007 said:
    I called the first number, (800) 791-6661, about a U-verse issue and the lady there took care of my problem in less than 5 minutes.

    Thanks, Victor!

    October 10th, 2013 at 2:49 pm
  43. vickie seastrom said:
    HATE att!!!! Have no phone for 3 months and they have not fixed our line–someone took the line—but they keep sending bill!!!! we were with them over 30 years—this is the way they treat people!!
    letting everyone know and the BBB and any one that will listen!!
    October 22nd, 2013 at 1:27 pm
  44. No said:
    I tried several of the phone numbers listed and they directed me back to the main c/s phone numbers. I did get the option to talk to the "office of the president" by dialing the 1.210.821.4105 option #6. Just mentioning this to save you time and not having to try multi numbers listed above. Many other number listed may work but I personally tried and the number I listed works! One of the numbers took me over and told me I won a trip to the Bahama's. I hope this helps and much as I have been helped in the past due to bad situations.
    November 12th, 2013 at 4:55 pm
  45. Ruby Petruzzelli said:
    Called ATT for some tech help with converse installed..Just a little help .. I went to my son’s home to wait for tech help who was scheduled to come Sat Nov 23, 2013 , 12pm to 4pm. No show..another schedule Nov 24, 2013 Sunday 12pm to 4pm..Again no show..Please tell me WHY the help did not come. My son is hearing impaired and I went to help communicate about what needed to be done. We both are excellent customers of ATT and cannot understand the deliberate failure to help us..I would appreciate a reply WHY and WHEN your tech reps can do their job..This country has lied to its citizens enough and for Gods’ sake surely ATT is above that.. Thanks.
    November 24th, 2013 at 4:10 pm
  46. Linda said:
    I found AT&T has the worst service I've eve seen. I heard several my colleagues also had similar complaints. They all end up switching to other providers.

    I tried to cancel my service once transferred my internet service to another provider on 9/30. I called many phone numbers but each time I was transferred then waited. On 10/9, I finally reached a "real" person. She told me my account could be stopped by Friday, 10/11. I received a confirmation post card dated on 9/14.

    My billing cycle was 5th of a month to 4th next month. So, I expected to pay 9/5 ~ 9/11, 7 days charges to exit. I had only 3 MG internet service and my monthly charge was $48. For seven days, it was around $10.84. At the time, I was not allowed to remove my credit card from my monthly payment plan even no longer being a customer. AT&T charged $48 for the month then send me $19.2 check back. So I end up paying more than half month $28.8!

    I sent an email to AT&T billing and I have not heard its response so far. I want to wright to its customer relation office, however, no contact mailing address available anywhere. I feel AT&T intentionally hiding such info and make customer no way to reach out.

    November 24th, 2013 at 7:08 pm
  47. gee said:
    IM CUSTOMER OF AT&T AND I HAVE A PROBLEM.. I HAVE A PHONE FROM AT&T AND IM HAVING PROBLEMS WITH IT, I WAS UNDER WARRANTY AT THE TIME . AND A AT&T REP TOLD ME AT THE TIME THAT ITS PROBLY THE BATTERY AND TO TRY THAT FOR A WEEK. NOW MY WARRANTY WAS ONLY A 90 DAY WARRANTY, FOR REFURB PHONES. SO I DID WHAT THE REP SAID ,BUT I ALSO TOLD HIM THAT MY WARRANTY WOULD BE UP AFTER THE WEEK HE SAID TO WAIT, SO A WEEK WENT BY AND MY PHONE STILL GAVE ME PROBLEMS, SO I CALL BACK AND GOT ANOTHER REP. AND GUESS WHAT, THIS NEW REP SAID THAT IT WAS NOTHING THAT THEY COULD DO FOR ME BECAUSE MY WARRANTY HAD RAN OUT. EVEN WHEN I SAID THAT THE REP BEFORE THEM , TOLD ME TO TRY ANOTHER BATTERT, FOR A WEEK AND ALSO THE REP SAID THAT HE WOULD CALL ME BACK BEFORE MY WEEK WAS UP BUT HE DIDN'T AT ALL CALL BACK.. SO NOW I HAVE A PHONE AND ANOTHER CONTRACT WITH AT&T THAT THEY WON'T LET ME OUT OF AND THE SAME BROKEN CELL PHONE…. AND I DON'T KNOW WHAT TO DO I HAVE 8 GRAND KIDS AND I DEPEND ON MY CELL PHONE. I NEED IT . BUT AT&T DON'T GIVE A DAM?
    January 7th, 2014 at 5:53 am
  48. GEE said:
    IF ANYONE OUT THERE HAVE ANY IDEA'S ON WHAT I CAN DO I WOULD THANK YOU I HAVE 8 GRAND KIDS AND I AND THEM DEPEND ON MY CELL PHONE.. MY PHONE IS BROKE AND AT&T WILL NOT DO ANYTHING ABOUT IT. A CONTRACT I CAN NOT GET OUT OF AND A AT&T BILL THAT COME ON TIME EVERY MONTH THEY MAKE SURE I GET THE BILL BUT SORRY SERVICE.. I TRYED TO CONTACT THE PRESIDENT OF AT&T BUT HE DON'T ANSWER HIS CUSTOMERS, BUT HE ANSWERS THE MONEY… THESES CORP ARE TO BIG TO FAIL AND THEY NO IT, THATS WHY THEY TREAT PEOPLE THE WAY THEY DO. AT&T HAVE NO SHAME.. THERE TO BIG TO SEE IT, ALL THEY SEE IS MONEY NOT PEOPLE…..GOD HELP ME AND MY GRAND KIDS
    January 7th, 2014 at 6:05 am
  49. guest said:
    AT&T only gives you 14 days to change your mind. Also that is not long enough before your next bill comes out, and you see how they lied
    January 7th, 2014 at 10:15 am
  50. Homepage said:
    I appreciate the content on your web site. Appreciate it!
    January 22nd, 2014 at 10:30 pm
  51. AlB said:
    Unfortunately AT&T employees, for the most part, seem primarily interested in a paycheck and getting off of the phone as quickly as possible. Yes, they will say things that are untrue, and no, there are no repercussions for having done so. If you deal with these people you are foolish beyond belief. They do not know the meaning of customer service. There are probably hundreds if not thousands of folks out here who could quickly and simply put things right. We are not the kind of employees that AT&T would ever hire. You get a script and you better stick to it. What a joke!
    February 26th, 2014 at 10:33 pm
  52. randy said:
    Ok I am a current custmer of att yes the price is higher than other companies.i called in about a federal universal charge that was on the account. I was told by att that the federal goverment placed the charge on the bill.so i contacted the FCC.The charge was on there twice. I was told by the FCC to call back to att and ask for a manger and ask about the TRUTH AND BILLING ACT. I called att back not even a manger knew what it was or what i was talking about. So i contacted the office the president. Explained to them what i wanted but this is what i got in return a lady in the office of the president gets on the phone i asked her she refuse to answer the ? about THE TRUTH AND BILLING so she looked ove the account and placed me on hold and a guy get on the phone Joe Munzenrider he start off about me getting credits to the account that i wasnt getting any credits Iallowed him to go on never got rude loud etc. But all this time i have recorded everyone cause a this point it looklike an att cover up after voicing what my issue is to him i ask him and explain to him i know about computers and how if a person never looked at my account how can they see who the manger was i was talking to before they hung up on me.He ( Joe Munzenrider) in the OFFICE OF THE PRESIDENT. says to me are you trying to hack in to att system thats a very seriouse offence i am disconnecting the call i asked him before he hung up how am i trying to hack a system talking to you on a phone mind you all of this recorded every call have been recorded. I get a letter in the mail from att saying this same guy who dont know how to talk to a person send me a letter in the mail about canceling my phone service saying att can do that.Then it say if i need any other issues resolved to call the same person who didn't resolve the first issue who lied on me which he is recorded also lying . so i ask my self all these big people at att why don't we have other numbers to contact the director of these departments. why do we as customers have to sit and wait for some one to treat us wrong before we can talk to a responsible person or do a person have to follow a class action law suit over breach of contract and get the agitation of someone higher than the ones we are talking to. this need to be addressed by the CEO RANDALL STEPHANSON OR CATHY COUGHLIN OFFICE CAUSE ATT MIGHT SEE A DECRESS if this keep up i been with att for 5 years and this is the worst ever.
    March 20th, 2014 at 2:18 pm
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    June 11th, 2014 at 8:21 am
  54. Notsodumbafterall said:
    In defense of all the employes whom you all claim do not care and are just there to collect a paycheck: Please do not generalize and categorize all of us in such a negative and demeaning stereotype. There are many of us who take our jobs seriously and try to do the correct thing. Please also consider the fact that we have steps to folow and metrics to adhere to. Swearing at us, cutting us off mid sentence, threatening us, insulting our intelligence, demanding credits, and saying you are too busy to troubleshoot will most definitely result in a poor experience. Also consider the fact that in 8 hours on the phone, we are expected to help many callers. A phone representative does not have unlimited amounts of time to devote to just one person. So when calling, stick to the facts and allow us to use our tools and resources. Additionally, we offer many self service options to assist you, from our website to twitter to youtube to googleplay to apps, to contacting the manufacturer to device support centers to billing kiosks. Many issues are resolveable without speaking to a representative. Finally, approach any service like any other major purchase. Find out if there is service in your area before switching, research the web, talk to people, read the fine print, ask questions, buy what fits your needs, and remember the choice to use or services is voluntary.
    June 12th, 2014 at 2:51 am
  55. Hai-Chau Trinh said:
    Thanks for your post, I can finally send an email to AT&T CEO Mr. Stephenson to tell an outrages experience I have to endure for the last 10 days.
    How long & how many AT&T employees will take to AT&T get a new order for home service. The answer is at least 10 days and 17 AT&T employees.
    June 12th, 2014 at 11:43 am
  56. Bobby said:
    Thanks. It would be nearly impossible to get this information because they don't want you to know it.
    June 17th, 2014 at 12:22 pm
  57. Wayne said:
    BE IT KNOWN, that former Time Warner Cable customer was recently invited to join the AT&T Uverse network and that certain promises and commitments provided by AT&T were not have not yet been fulfilled. Specifically, the facts are:
    1) On June 25, 2014 AT&T installed two wireless TV and one wire TV controls. The agreed upon cost for installation and activation was waived;
    2) Reward cards totaling $250 were promised;
    3) Service technician, during installation, determined that cables originating from yard service panel to house needed to be replaced in order to improve signal strength;
    4) And service technician replace lines from yard service panel to house above ground;
    5) And service technician stated that a work order was issued to bury lines underground and that this would occur within one week.

    NOW COME the issues at hand yet to be resolved by AT&T without resolution after considerable effort on my behalf through repeated attempts with customer support:
    1) Billing occurred within days after installation and included a $49 activation fee that was waived at time of agreement;
    2) Reward cards have not been received yet billing for services not rendered were tendered;
    3) Above ground cabling has not been buried and AT&T support cannot confirm date when cable will be buried or acknowledge that a valid service ticket has been entered. Multiple promises have been made as to date when cable would be buried and continued excuses of weather and backlog are the provided excuses. BE IT KNOWN, weather conditions have not been detrimental to the burial of cables from the time of service until the date of this notice. BE IT KNOWN, that customer support cannot confirm or acknowledge service ticket for burial of cable even after multiple contacts and complaints;
    4) That the apparent attempt is to extend burial of cable beyond the 30 day trial period thereby putting in force penalties and fees upon me to stop services that were promised yet not provided.

    SEEKING IMMEDIATE RESOLUTION in the form of the following:
    1) AT&T promptly credit my account for the activation fees which were waived during the initial time of agreement;
    2) AT&T take full and total responsibly, without limitation, for failure to bury cable including potential accidents, damage to property, persons, service outages, and lost wages for failure to meet specified service commitments on burial of cable.
    3) Compensatory resolution to be determined based on AT&T Uverse immediate response to issues and fair treatment as a 20 year customer.

    The information transmitted is intended only for the person or entity to which it is addressed
    and may contain CONFIDENTIAL material. If you receive this material/information in error,
    please contact the sender and delete or destroy the material/information.

    July 10th, 2014 at 4:55 am
  58. disturbed1954 said:
    BE IT KNOWN, that former Time Warner Cable customer was recently invited to join the AT&T Uverse network and that certain promises and commitments provided by AT&T were not have not yet been fulfilled. Specifically, the facts are:
    1) On June 25, 2014 AT&T installed two wireless TV and one wire TV controls. The agreed upon cost for installation and activation was waived;
    2) Reward cards totaling $250 were promised;
    3) Service technician, during installation, determined that cables originating from yard service panel to house needed to be replaced in order to improve signal strength;
    4) And service technician replace lines from yard service panel to house above ground;
    5) And service technician stated that a work order was issued to bury lines underground and that this would occur within one week.

    NOW COME the issues at hand yet to be resolved by AT&T without resolution after considerable effort on my behalf through repeated attempts with customer support:
    1) Billing occurred within days after installation and included a $49 activation fee that was waived at time of agreement;
    2) Reward cards have not been received yet billing for services not rendered were tendered;
    3) Above ground cabling has not been buried and AT&T support cannot confirm date when cable will be buried or acknowledge that a valid service ticket has been entered. Multiple promises have been made as to date when cable would be buried and continued excuses of weather and backlog are the provided excuses. BE IT KNOWN, weather conditions have not been detrimental to the burial of cables from the time of service until the date of this notice. BE IT KNOWN, that customer support cannot confirm or acknowledge service ticket for burial of cable even after multiple contacts and complaints;
    4) That the apparent attempt is to extend burial of cable beyond the 30 day trial period thereby putting in force penalties and fees upon me to stop services that were promised yet not provided.

    SEEKING IMMEDIATE RESOLUTION in the form of the following:
    1) AT&T promptly credit my account for the activation fees which were waived during the initial time of agreement;
    2) AT&T take full and total responsibly, without limitation, for failure to bury cable including potential accidents, damage to property, persons, service outages, and lost wages for failure to meet specified service commitments on burial of cable.
    3) Compensatory resolution to be determined based on AT&T Uverse immediate response to issues and fair treatment as a 20 year customer.

    July 10th, 2014 at 4:56 am
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  60. Glenda Ott said:
    I have had no home phone service since June 25, 2014. On Jun 17 ATT replaced my broadband modem with UVerse. The changed my landline to UVerse Voice without telling me. It worked until Jun 25.
    They say I cannot go back to my landline but UVerse doesn’t work here.
    I purchased an ATT Wireless Home Phone. It has never worked either. They have not gotten it to successfully port.
    The Office of the Predident supposedly took my problem on July 11th. Marques Brown was assigned my case CA1413305. He called on a July 14 and supposedly got the problem fixed. Unfortunately when the porting did not go through he did not return my calls. Seven messages over 4 days, he called and was uninformed about my status. He put me on hold to check and I’ve not heard from him since.

    I have a 90 year old husband with health problems and no phone! What number can I call to reach Office of the President to get an update oft case since Mr Brown does not returns calls.

    Day 26 still without a phone. The latest porting date (there have been 4 unsuccessful ones that I know of) is set for 9:00 pm Monday 7/21. There is no reason to believe that this will be any more successful than the others.

    July 20th, 2014 at 2:28 pm
  61. d sanders said:
    Att has the woarst customer service Att has managed to change my contract with out my approvel and now is trying to chare me for overages that aren’t legal. The woarst part is I’ve spent two days and talking countless people with no amswer. Their a power hungry company that answers to no one. And tey will not give you a truthful answer. All they do is send you to someone else and you have to explain it over and over and over its time for a class action suit against those in charge so they will finally have to answer all this question. Their cheeting the American people and they don’t have any answers to why. Its time to stop the lies and get the truth out
    August 5th, 2014 at 6:58 pm
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  64. Brenda Scott said:
    I feel that if I can complain and the problem is resolved, I can put in a good word that AT&T will help in providing an equitable solution to your problem. I did have an experience that had me very upset. I reached out to AT&T to resolve the problem. I must admit it wasn’t instantly resolved, but it was resolved much to my complete satisfaction. I received a call back, and I was offered an extremely fair resolution to my problem. I have to represent as a satisfied customer.
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