When I first signed up for Uverse Internet and someone came out for my install appointment, they said the lines were bad and needed further testing. After which, I could call back in and re-schedule the install.
After I received notification that the line maintenance was done, I called back in to re-schedule the appointment. I went through 5 different people and it took 59min and 57sec to finally re-schedule the install.
I was pretty upset about wasting an hour on the phone to schedule a simple install appointment, but luckily someone came out same day and was able to finally hook it up. He was great...everything great...well, not really.
After the install, I kept getting automated phone calls every few days for a couple weeks about re-sched...uling my install appointment. I ignored them for a while because I already had my install appt and everything was working fine. I was getting sick of the calls so I finally called back to give the update and to ask to stop calling me. AT&T said they updated the file and would stop calling, BUT I kept getting calls.
Figured it would just take a bit to update me in the system, so I ignored them. The last call I received said that if I don't call back, my order would be cancelled. Didn't think anything of it because had my install, everything was working, and I had already called to let you guys know that!
Then, INTERNET STOPPED WORKING! This was in the evening and I tried to call technical support, but the phone system kept saying the office was closed! (Turns out I was selecting DSL but needed to select AT&T Uverse Internet - very confusing!). Finally got a hold of someone in technical support next morning, who said that I did not have service but they could see a previous order that was cancelled.
What?! Did this automated system automatically cancel me for not scheduling my install appointment that already happened?!?! Yes, it did apparently.
Now, I had to wait for SALES to open at 9:00am because apparently the only way this could be fixed was to place a completely new order as a new customer with new equipment being shipped out and a new install appointment. Yara {personal content removed for safety} said it would take 48hrs for my "new" service. I said DO NOT ship me more equipment. Yara said her supervisor Gustavo would call the back office to stop the shipment. Told them 48hrs was unacceptable since I already had service that was working fine and that this was not my mistake or problem. Was told that Gustavo would also be calling back office to "expedite" things and that I would receive a phone call back in 2 hours from him.
No call from Gustavo at all ever. No one has followed up and it has been over a week. I have equipment sitting on my porch that I have no idea what to do with. I ended up figuring out how to activate my service myself, because there was NO WAY I was going to call back in.
I don't know what is going on with the customer service / sales / order / install / etc. process flow, but there are obviously a lot of issues that need fixing. Is everything too automated that a human cannot intervene to fix an issue? Why do your phone prompts often lead to dead ends or to a department that cannot fix the issue?
Additionally, my service seems much slower than before so I don't know if Yara and Gustavo entered it correctly. I have serious doubts but I do not want to call in because I have absolutely ZERO confidence that anyone will help.
About to cancel but need a break from dealing with customer "service" before I do. Just thougt you might want to hear about my "wonderful" experience.
