04-23-2012 03:35:37 PM
Iwold like to tell my uverse experience. I signed up for a uverse bundled deal about a month ago because i was having issues with comcast that they could not resolve. After getting uverse installed, i was getting a poor quality HD picture with frequent pixelation. I called Tech Support, they dispatched a Tech to my house, I DVRed examples and the Tech saw them and his response was the poor HD quality was just the way the show was filmed (huh), and he left. I called Tech Support again, and they monitored a large amount of static on the line, and indicated that was the source of the problem and dispatched another tech. The tech came out and said the tech on the phone was wrong, and I had no problem, and in his opinion if i wnted HD to get DirectTV, and he did nothing and left. HD picture remained poor, phone tech support was clearly seeing a problem, techs coming to my house kept calling them wrong and did no repairs at all. After 4 visits, I talked to a supervisor who apoligized many times for Techs behavior and would send a high Level Tech out to my house to troubleshoot the problem futher. An Outside came out and found some issues, but it did not resolve the issue. This kept going back and forth with more techs and issue was never resolved. Finally last week I got a call from a Tech Manager who traced the problem to the refresh rate on the outside box and indicated he had no idea when they would get around to changing out the box, so the problem will remain until box is changed. Uverse Service has been dropped, and I now have DirectTV. Had the Techs not been rude, and didn't bother to even try to troubleshoot the issue, I would not have switched, I would have just lived with it until they changed out the box. Very, very poor Customer Service on the dispatched Tech side.
04-23-2012 06:31:47 PM
Send Alex a PM he is an ATT Community Manager on the forum. He can get you to the right person/dept. to resolve that issue.