09-06-2009 12:13:47 PM
When I found that I could finally switch away from Comcast internet I was so excited to only be slapped in the face by att!! I know this is long but what ATT did to me yesterday and today is unbelievable!! Now can ANYONE tell me how something like this can happen!!! I mean seriously is this normal practice for ATT?? If so I will keep the same bad customer service with Comcast rather then switch to WORSE customer service!!
My scheduled U-verse installation was for yesterday 9/5/09. The tech shows about 1:30 (good timing) and tells me that he needs to go a few blocks down to activate the signal and he will be back. About 20 minutes later he comes back and tells me that I need a line run from the electrical pole to my house. I say ok and then he says well a line tech needs to come out and run that line. There is about a 2 hour grace period for the line man so it may not be until 4pm that he shows and he says we can reschedule your install and I say no I kept the whole day free knowing that the install could take 6 or so hours. He says well let me see what I can do to get some one out here. Ok I say. He comes back and tells me well there is no one in the area right now so it wont be until 4:30 or 5pm before some one shows up, I can sit here and wait or we can reschedule. I tell him well I am not available again for this kind of time frame until the end of the month. I guess we wait. Then guess what a line man shows up about 15 minutes later!! So they work on the lines for a couple of hours. The tech tells me he is going to reuse the existing Dish Satellite wire if that is ok with me (me not knowing if that matters or not) says ok. The line man leaves eventually and the tech comes in the house to start setting everything up. About an hour goes by and he comes back to me and says, I am not getting a good signal I need to run a phone line in your second bedroom, I say ok. He does that and comes back and says well I am still not getting a good signal. The line tech needs to come out and re-run the line with a different cable that has a special coating on it that blocks out interference from a tower located about 15 miles from here. I am like um is the line guy coming back and he says no he is gone for the day. I say well you can't just leave everything like this are you going to put everything back (he had to re-run the wire in my living room) I said you can't leave me with nothing! He says well let me get in touch with my manager and see when someone will be back out. I wait, he comes back and says someone will be here tomorrow to rerun the line. I say what about the rest of my setup? He says they will send another tech like me out. I said both are coming tomorrow (09/06/09) he says yes and they will fix everything for you. He said I can either leave everything plug and play or I can put your other service back. I said then when the guy comes tomorrow he will have to spend all this time setting everything back again and he tells me yes. I ask when are they coming out and he says well the shift starts at 9am so they should be out first thing, you can call in and see if they can give a time range in the morning. I said well if they are coming back tomorrow leave me with at least 1 tv and internet and he says sure not problem. He starts packing the uverse boxes up and he tells me my manager told me I can't leave these here and the new tech will bring new ones. I am like ok, I don't think anything of it because he tells me they will be back in the morning. He leaves wires every where in my house along with a bag of connectors some kind of connector on my back porch, my house is a mess lets put it.
So today I get nice and early to wait for the guys I am excited and hours go by, NO ONE. So I call and customer service is telling me that techs don't work on Sunday and he the soonest he can send someone is WEDNESDAY!! Wednesday are you kidding me!! The guy told me someone was coming TODAY! I don't have half my original services or uverse, you need to get someone out here today! He puts me on hold and comes back and says well the line issue is fixed already and I don't have anyone to send to your house. I tell him that is not my problem and you better get someone out here today. I tell him I want to talk to his manager. We get cut off! So I call back and have to START ALL OVER AGAIN! I get a manager and I tell her my story all over again that I don't have half my services, my house is a mess and I was TOLD someone would be here today!! She tells me that the line has not been correct (LIED TOO YET AGAIN by the first rep on the phone!!) and they will send (some kind of title) out to repair the outside line and he will put your original services back and will reschedule for someone to come out and install the uverse. Again I say (after shaking and telling her I don't care if you need to drag that kid back out here but someone better fix this!) ARE YOU KIDDING ME!!! So this guy can repair the line and put my other services back but can't give me my uverse? She says correct. I said I want the name of the tech that was at my house yesterday that LIED to me and she wont give it to me. I say look I just want his first name and she says we don't have it we are waiting for a response from dispatching as we are investigating the situation.
At this point I am so angry I am shaking!!! It takes EVERY thing I have not to just go off on this woman. I know it will do me no good! Her job is to get me off the phone. She also could not tell me when this other guy is going to show up today to set my services back all I got was later this afternoon. I am absolutely APPALLED by ATT!!! I ask her why should I reschedule!! After what you people have just done to me, you tell me a reason why I should switch!! She says I understand your opinion. I ask her again why the guy coming today can't set up my services and she says he is from a different department and can't do set up and I confirm again that he is showing up today! She says yes and tells me that she will call me when she gets the information about the techs name from yesterday on the guy coming today will call before he shows up. I have nothing left and I say fine, she tells me to have a good day and I hang up.
Now can ANYONE tell me how something like this can happen!!! I mean seriously is this normal practice for ATT?? If so I will keep the same bad customer service with Comcast rather then switch to WORSE customer service!!
09-06-2009 12:43:02 PM
I am sorry to read about this incident. Below is a link to a man named David, just scroll down and you wil see his contact information. Contact him and let him know what happened. I also recommend calling again today to see if someone can come out sooner as well. The number is 800-983-2811. And here is the link.
Let us know how things work out. CS is usually not this bad but every now and then we here about people having this issue and others like it.
09-06-2009 01:08:47 PM
800 number you listed says office is closed and to call back durring normal business hours!
I also tried calling the 2020 uverse 800 number and that also says the office is closed and to call back durring normal business hours. I have not case number. I was so angry when I talked to them earlier I did not think to get one.
I am going to try and email David at the link you gave me.
09-06-2009 01:22:20 PM
09-06-2009 01:41:16 PM
I just sent an email to David with all the information that is asked for in the link you gave me. I just forgot to copy my post into the email but I did give the link to the post.
09-06-2009 02:50:33 PM
just a fyi deebabe3, att doesnt work on sundays nor on this monday because of laborday. if you need to talk to someone, call back on tuesday between business hours.
it sucks, and techs usually tell u anything that you want to hear btw. so i'm sorry about your situation
hopefully dave from t2 can help
09-07-2009 07:20:57 AM
Well in my original post I mention that I spoke to a manager yesterday who told me she was only going to give me the facts and that she did not want me to have false hope. During that conversation (as I mentioned above) she said someone would be coming out yesterday to put my services back to the original state.
Hmm Guess what no one showed or even called yesterday!!!
So YET AGAIN I was lied to by ATT!!!
So much for having my family over today to enjoy the holiday!!! Why should I when the tech does not want to do his job, I mean how silly of me.
I would not be so angry had the guy JUST put all my services back if he knew no one was going to show up and still tell me someone was coming the next day.
09-07-2009 07:57:15 AM
My tech was scheduled for Saturday, that guy did not finish and said someone would be there first thing in the moring on Sunday around 9am. No one showed called AT&T (See long post for details) Manager told me the techs don't work on Sunday but someone would come out late afternoon Sunday to put my services back but could not give me uverse. She said she could not give me a time or range just that it would be late afternoon. Again no one showed. When I called back yesterday afternoon around 3ish the offices where closed. I have not tried calling today but I am assuming they are closed as one of the other posters mentioned.
Sorry did not answer your question. There is no appointment for today only Sat and yesterday which the ones for yesterday were just lies to get me off the phone.
09-07-2009 08:18:42 AM
Let me edit this once again!!! Oh wait the earliest someone can come out is Wed 1-3pm!!!! This is insane!!!
Thanks Whiplash! I am on the phone with them now!!
OMG!! I finally got someone who is finally working with me and I finally have a case number!! He says he is going to call me back within the hour to see if he can get someon out here today.
09-07-2009 10:23:36 PM
09-08-2009 05:38:15 AM
Today I am working on drafting a letter with pictures to send to every AT& T Corporate office address I can find, Customer Services and the Better Business Bureau. If there is a way for me to post what I will send out on here too I will.
09-08-2009 08:51:03 AM
09-08-2009 09:46:11 AM
09-08-2009 05:51:03 PM
Finally got my set up!
Well turns out T2 Management was able to get two techs out to my house today and got everything cleaned up and set up! The guys that came out today where great! They were also appalled at what had happened and could not believe what a mess the first tech made of everything. The guy today said that my house was a piece of cake setup and should never have taken the other guy so long and should have been up and running on Sat.
However, now that I am set up my struggles are not over. I need to talk to the garage manager in my area about what happened, talk to the T2 Management and Customer Service about further action that needs to take place.
I wanted to say thanks to all of you who helped me out (or tried at least :-) and special shout to Whiplash for giving me the T2 number.
09-08-2009 05:58:10 PM
09-08-2009 06:08:11 PM
LOL you are going to think I am crazy BUT I stayed with UV.
First I am saving at least $50 a month with the switch, which now a days is a good thing! Second, the guys that showed up today were really good to me, could not apologize enough and were honest with me! They were so baffled with what had happened. They did the job I was expecting in the first place. They had to re-run all the wires so there were here for a few hours which was fine and expected that the first time round.
09-08-2009 06:13:19 PM
09-08-2009 06:15:00 PM
No, don't think you're crazy and unfortunately, they can't really tell about a distance from the VRAD and if it will or won't work, until they get there. Figured you wanted to try it and glad they were willing to work with you to make it happen.
Sometimes you just get a bad install.
09-08-2009 06:36:58 PM
While I don't have a current problem, nor any need to contact Tier2, I'm curious--is the phone number from Whiplash (866-912-8216) a direct number to Tier 2 support, bypassing Tier 1 altogether? I would assume so, but he instructs Deebabe to ask for Tier 2, implying there are various options to request. Also, is it a regional office or can it be used nationwide? I have had mostly good experiences with customer support, but it's always nice to have an alternate contact if needed.
09-08-2009 07:30:21 PM
docbombay, the post by whiplash is correct. You do get T1 but in my case, I asked for T2 and only had to give a couple of sentences of explanation and was put right through to T2 and when T2 could not help I asked for the manager and delt with him the rest of time (still not done yet). I really dont anticipate having to use it again once this is finished.
texasguy37, thanks for the welcome and have spend the past couple of hours setting up my recordings and internet account.