Bad Customer Services

scottdu2010 · ‎07-24-2010

I been wait almost two weeks for a tech to coming for a second install services in my apt. In addition, today I madea total 3 phone calls to customer services to find out when the tech was coming. ( The tech was supposed to arrive between 1 to 3 PM.) The first call at 1:30 PM and the customer service worker told me that the tech was on the way. Then I waited and a bit after 3 PM, I made another call and another customer service worker told me that the tech was running late and will be at my apartment before 5 PM. Then around 5 PM, I called again and the third customer service worker made a 3-way call between her, a tech, and me. I heard that the tech was being sent home by his manager and then both hanged up. Then I tried to called back and no one answered the phone any more. In my opinion, this is very bad service and is not the way a customer should be treated .

I will be calling in on Monday, July 26, to cancell all my services with AT&T.

SDu

mibrnsurg · ‎07-15-2008

Well, what can we say to that? Normally I'd recommend David and his tier 2 guys to get what needs to be done, but from your demeanor, you don't want help, you just wanted to state your position.

Chris

_____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Star74 · ‎07-25-2010

My husband and I had bad customer service as well, I requested online to have a Tech come to our home on Friday from 12-Pm , Come 2:30Pm I called ATT and asked what the status was and I was told that my ticket never when through so I told them that I needed someone to come out today and they had a MANGER approved to have a tech come out on Friday the same day from 4 Pm-9Pm. Well come 8Pm no show I then called ATT again and they said that the ticket is still pending and Im still in the Window for him to come out. Come 9pm NO SHOW from a MANAGER approved appt, Not one call from anyone and My husband took the day off of work . I called ATT and they didn't understand why the tech never came out or called and kept getting the runaround then got hung up on. Good way to keep your customers AT&T NO SHOW A SCHEDULED APPOINTMENT that was approved by a MANAGER LOL, This has happened once before when we had a no show when we first got the Uverse , THinking about switching to Comcast

mibrnsurg · ‎07-15-2008

Only needed to be posted once, not twice in another thread.

Chris

_____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

RCSMG · ‎12-10-2007

In case we missed something the first time that was posted.

donpferguson · ‎06-08-2010

I'm amazed that you were able to talk to someone about a problem.

I repeatedly (at least daily if I'm on the computer) have issues with my e-mail that prevent me from reading or preparing new messages. The only option I have seen is a report that results in an electronic message that provides no solution at all.

I repeatedly have dropped calls or very long delays in dialing out numbers on my I-phone.

I too am totally frustrated with customer service (or the total lack thereof) and will change from ATT (land, mobile, & computer) as soon as someone else has the I-phone. I like it so well that I've stayed with ATT despite the problems and total lack of the ability to even address them with someone from ATT.

hat2boots · ‎01-26-2011

I had the same problem as others on this thread. A door -to-door sales rep from Att Uverse came to my door on December 14 2010. I told him that I had Att DSL currently and I didn’t want to be double billed. The Att Sales Rep told me that Uverse will automatically disconnect DSL and prorate (remaining 2 weeks) the current bill. He offered free installation and I agreed. I was scheduled for free installation on December 15 2010.

The installer came out an hour and a half past the Noon to Five time frame promised. He was a bit unsure of his ability and I asked how long has he been installing. His reply was less than 6 months. He spent 3 hours trying to install the three receivers (one being DVR) and a router. My 6 year old house was already pre-wired for coaxial cable and he didn’t have to run any new wire. It worked for a short time and then all the TV’s Froze up internet quit on the first night.

The second tech came out 2 days after the initial install, an hour past the four hour scheduled window. His conclusion was the lead wire from the Att junction box two blocks away was broken. We turned one TV on at a time and they worked. I asked how long has he been installing. His reply was less than 6 months. I thanked him and he left. Four days later when three TV’s was on and one Program was being recorded, the TV’s froze again. I sent him a Text message to his cell phone. (My fault I used the wrong number to contact him.)

Again I scheduled service with a four hour window of arrival. I found out online that I was charged for $29.00 for Activation Fee. I complained to the billing department about the service not working and I was still being charged for service. I also complained about the $29.00 for Activation Fee. I was told that they would remove the Activation Fee and as a gesture of good faith I could have Free Sports HD. I told them I didn’t care for Sports channels in HD, but whatever.

The same second tech (after me waiting an hour past the time allotted) came out and concluded that he had missed double checking the original installers lack of changing out the coaxial outlets in the wall (included with free installation).

On December 25 2010 while watching the Cowboys football game the TV froze up again and I called the Second Service tech to come out and look at it. We talked for a couple of minutes and decided because of being Christmas Day, that it could wait till Monday December 27 2010.

I checked online if the payment I made on December 24 2010 had cleared with Att and that I received the $29.00 credit. To my dismay I found that the gesture of good faith of Free Sports HD is now a Monthly Recurring Charge. I immediately dropped it off my service

The TV’s were working sporadically. The “Second service tech” never showed up. I called the service department to schedule another tech.

I got my DSL bill and it was for the entire month and it had not been disconnected. After an hour on the phone with Att DSL (Not to be confused with Att Uverse) I finally got the DSL Bill corrected and then paid.

Once again it was an hour past the time of schedule that Third Service Tech showed up. He came to the conclusion that it was the DVR receiver not working properly. He replaced it and left.

Now 5 weeks in to Uverse service it only freezes up for about a minute couple times a day.

The main problem that I have now is that I got charged $5.00 for dropping the gesture of good faith of Free Sports HD and three Service calls of $165.00 at $55.00 each with a grand total of $170.00 added to my January Bill.

This could have been avoided with honest sales rep and well trained service techs.

jimmallon · ‎12-31-2010

My problems with ATT stared about 13 years ago when I wanted to install a phone jack in an upstairs bedroom and had no access to the line on the outside of the house. When I asked them to install a new access box to the outside of my house, they did install it and cut my phone line off flush with the house and ran it into the new box with nothing coming out. The line that previously ran into the house from the outside was cut flush with the house and could not be pulled out. A few years after fixing that screw up I asked for a DSL line to be run to my computer in the basement. My wife called me at work to tell me they wouldn’t run it to my basement, so they ran it to my living room. In less than an hour after getting home I had the line run to where I needed it. I left their service about 9 years ago, and recently signed up for Uverse service. I figured their service had to have gotten better. I was very wrong. I was visited by one of your salesmen on Nov. 17th 2010. I was on the fence about signing up, but decided to get it. I really wanted the new technology and the features that came with it. He asked if Dec. 9th would be good for an installation. I mentioned I’d be in Florida that week and the following Monday, the 13th, would be better.

I was called at the Florida airport, on my way home, on Saturday Dec. 11th at 4:30 pm by ATT to cancel my installation due to a line problem. They said they didn’t know when they could install it. My neighbors surrounding my house have ATT Uverse service already. I live four houses from the neighborhood Uverse box. When I called on the 13th to ask about an installation date no one could give me a date. I couldn’t understand why no one would look at my line until 2 days before the installation. I called the local installation supervisor and left a message that was never returned. I called on the 15th to cancel my order and was told by Sue Ann in the customer retention dept. that she would call me back the following Friday or Saturday with a status update. She said she would also call me back the following Monday, the 20th, to set up the install date and time. I was busy Christmas week with a friend in the hospital, but I did notice I never received another phone call from ATT after the 15th. On Monday the 27th I called ATT to ask what was going on with my order. After being left on hold for a long time, I was told my installation could take place the following day on the 28th. She told me the installers would be there at 9:00 am and they would call if they would be late. At 10:05 am I called to see where they were. I was told this time my installation would be between 9 and 11. Shortly after that call someone called and said the installer would be a little late. They showed up at 11:30. I showed the installer my TVs in the house and he went outside where he was joined by a guy who started working on the line outside. They then went down to the corner, four houses away, to work at the box that sends the Uverse signal out. They worked for about 45 minutes. When they came back they said they fixed the line problem, but said my old home telephone number had not been ported yet, so they couldn’t do the installation until January 7th. I asked why they couldn’t install the Uverse and internet, and let me use my current VOIP until they ported the number. They said they couldn’t do that since I signed up for all 3. They also showed my installation order was dated to be done on 12/31/2036. I found out later, from friends of mine who are ATT employees, they do this to keep supervisors from seeing a case show up as chronic. Apparently no one wanted to take credit for my failed installs.

At that point I was furious. I told the guys I would be cancelling the service. I called to do so and went back the customer retention dept. again. The lady on the phone said she would do her best to get me installed by the end of the week. She gave me a temporary phone number to get installed until they could port my current number. She called me back about 7:30 pm to tell me everything was set up for a 9-11 am installation time the next day. The following day Wednesday Dec 29th no one called and no one showed up. I called ATT at 11:05 to ask where my installer was. After being put on hold forever I was told my installation could not take place until January 13th. I then cancelled my order.

I was very disappointed with the entire installation process. I was signing up for Uverse 450 with 6 boxes, 12 mbps internet, and home phone. I currently have ATT cell phone service and pay $200 per month for it. My package service was to be over $200 with tax. That means I would be spending about $5000.00 a year with your company. I was really looking forward to the new service and instead was greeted by the worst customer experience I could have possibly received.

RCSMG · ‎12-10-2007

This is the peer to peer forum for Uverse subscribers. Although they do have some personnel who monitor the forum you may not get a response from them regarding your post.