Okay, here is another one of many AT$T FAILURES.
My 72 year old mother ordered U-Verse bundle (TV, phone, internet) on 12/6/2011. Direct TV was out and installed TV portion by 12/12/2011. She calls and is told that the rest would be installed on 12/17. The 17th comes and goes with no installer. She called two more times (over 2 hours on the phone) and finally gets Luke, who says the install was canceled and sets it up another install for 1/4/2012. Note: On 1/3 she receives two packages in the mail for self installation. (check first sentence…she is 72!) and no one shows up on the 4th . The night of the 4th, I call AT&T at number listed on her AT&t paperwork, and spoke with Aaron, who said I would have to speak to a technician. He transferred me to a Josh. Josh figured our pretty quick that I needed AT$T and I was talking with a Direct TV tech.
I called mother back and got another AT$T number . I spoke to an Ann who said it would be $104 to install and that my mother had requested a self-installation kit. I explained her age to her and then asked for her manager. After 50 minutes, Crystal came on the line. She was very difficult to understand and connection buzzed and cut in/out like it was very long distance(maybe overseas!). I became extremely frustrated and asked for her supervisor’s name and number. After much trouble----Rocky (guessing because connection was so bad) and said it would be $75 not $104, BUT I had to call customer service in morning between 8:00 am and 7:00 pm at another number of 1-800-288-2020 to request the install. Can't we have one number.
On 1/6, I called the number at 1:00 pm. I spoke to Vicki. Vicki seemed to understand the situation and explained that her mother was about that age. She tried to set up new install but due to self-install being at Mom’s it would require me to take current self-install to UPS and give them the customer number and they will ship back to AT$T for free.
Vicki gave me a new install account number and phone number because she had to cancel the other. She said she could not give me install date until it all got setup in computer and it will generate date/time for her. From there she had issues and she finally said a specialist would have to call me back.
No one ever called back, so I called again 1/8 (over 8 hours invested in AT$T customer support lines!, plus I have to pay AT$T for going over my cell phone minutes this month from waiting on their customer support lines!) and requested installation again, this time they asked me if tomorrow would work, I said sure. So next day a technician shows up and installs the self installation kit that she had received under the canceled install account number. Everything is fine and working, but 1/13 her phone service stops working… so the story will be continued…
[edited for privacy]
texasguy37
