06-08-2010 05:54:57 PM
My name is Karen Taylor and I want to sound off to anyone who will listen...which will most likely be..No one. So I sign up for Uverse thinking I will save money and get better service, why would the nice salesman lie? Right? Our family agrees to make the switch from Comcast to ATT-Uverse and phone. It took several months from the initial contact back in March to getting the service installed this past May. This delay was due to a horrible chain of events (A.K.A. Your customer service ) which is what I call your service "chain of events with strangers". That's all it has been. We have not gotten service, just a chain of events that no one in your entire staff can be accountable for. Not one person could explain why an appointment was missed the fourth time. Or why two new salesmen showed up at our door to sell us the service we had already set up for installation. Or why the set up installation date was cancelled. Or even an email notifying us of a scheduled service call on 5/12, then that evening after being late for work waiting for the service guy, I get an email notifying me of a 5/13 service date...Nobody knows why we got such inefficient service for that long. STILL MISSING HOURS AT WORK ON MY END Believe me I asked. Everyone was definitely really sorry for the inconvenience and they said so..but no more, just "sorry". Then the day comes when someone actually showed up and installed our internet, cable box, & phone. It all was really cool and user friendly for a minute.
We had uninterrupted service for three days. At first it would go in and out occasionally, sometimes at crucial moments of my viewing pleasure, but still, only occasionally. Then it goes out for a solid week, THE FIRST WEEK OF SUMMER VACATION FOR MY TEEN-AGED < X-BOX PLAYING SON!!!!! That week did more damage to the dynamics of our combined family than I can put into words. The main question my son asked was "Why did we switch?". It was hard to admit to a teen that you are a dumb-**bleep** for believing what a salesman says..Especially when I've said over and over "if it's too good to be true then it probably is". So finally after many, many calls (check my records) I have gotten service..Five days later. Five days plus previous in and out service is bad for someone who relies on internet for his/her business. Five days couls put one out of business. I said this repeatedly that I demand my first month free....no INSULTING $25.00 credit....THE WHOLE MONTH FREE. I am copying this letter to my friends and anywhere else I can to get the attention I want from the "chain of events" department. I mean billing actually, your customer service is not able to help me with that.
06-09-2010 03:15:17 AM
Sorry for all your problems but we are not AT&T. This is a peer-to-peer forum and we are users just like you.
Try calling customer service direct at 800-983-2811 and request to speak to a supervisor or Tier 2. Not sure if they will give you a whole month of service for free but they should be able to offer you more credits/discounts other than $25.