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!!
Message Edited by deebabe3 on 09-06-2009 12:17 PM
texasguy37
and have spend the past couple of hours setting up my recordings and internet account.
