Arrrgh arrrgh arrrgh Why do I keep getting notices to return equipment I don't have

[chris59newyork]

Yawns! I am on call#7 and have been at this for about an hour today ..It all started abouta month ago when I wanted a wireless box..The rep happily took my order..I asked several times if there was going to be a charge for the additional boxes..no..no..I get an email says they're about $49 each and charges for install yadda yadda ..so I immediately cancel my order..so I thought..Something tell me to check to make sure the order was REALLY canceled..guess what..it wasn't..So I get the stupid boxes and send them back..Yesterday I got a bill for them lol..I called and told them they were already returned..So I called today just to make sure that the rep noted my account..guess what..he didn't lol So I'm on my 7th rep trying to find someone who has access to the ups tracking number to see which mornon received my package so I won't get billed for equipment that I don't have..I thought t-mobile was bad..uverse in breathing down their neck for crappy customer service!

[dhascall ACE - Master]

Please send a PM to Alex.  He should be able to assist you.  Good Luck and sorry.

[chris59newyork]

1 hour and 24 minutes later I finally speak with someone who is suppose to call me back by Friday

[Leep5904]

I feel your pain. We moved into a new apt., so we called AT&T to cancel our old account and get set up with a new one in the new apt. We were told that we couldn't get DSL so we would have to have Uverse. That was OK but we would have to have Direct TV as Uverse Tv wasn't in this area. Anyway we got set up and scheduled an appointment for January 3, 2012 for Direct TV and January 6, 2012 for Uverse Internet. Well, Direct Tv came out and they were going to have to put up a pole outside our back door for $75.00 extra. Not only that, but they were going to run the cable thru the window. around the baseboards, around the door frames. All exposed. Of course I said "NO WAY" and cancelled Direct TV. Called Time Warner and had TV that afternoon. Well, back to the internet. January 6, 2012 rolled around and no equipment. Called AT&T and they said there had bee a delay in shipping and I would have it on Saturday the 7th. They also said they sent me an email explaining the situation. I HAVE NO INTERNET TO RECEIVE EMAIL. Monday rolled around and the number of calls are beginning to mount. Still no Internet or equipment. Finally after 10 to 20 calls, they finally tell me that they ran out of equipment and it would be January 20, 2012 before I would receive the equipment. Needless to say, I cancelled the order. I now have Internet and TV with Time Warner. That isn't the end of the story. Today I go into my email and there is an email from AT&T telling that my order has been shipped and I would receive it on the 26th of January. Now remember I have already cancelled the order. AT&T SUCKS AND IS THE WORST COMPANY IN THE WORLD!!!!!!!! I am not even going to call them. Maybe someone in the company will read this and wake up all the people who work there. I know one thing, they(AT&T) should owe me a refund on my cell phone with the number of calls I had to make to a recording. I know me and my wife spent over 40-50 hours on the phone with AT&T trying to get this resolved.

[chris59newyork]

roflmao! make sure you keep up with the emails cuz even after you send it back they won't be able to track it..when ups dropped of the box I wasn't home so they thru it over the fence into the patio..It had been there for a couple days before I found it lol I called UPS they apologized profuselfy (hint hint ATT) and said someone would be out the next day to pick it up..hey ATT THEY DID WHAT THEY SAID THEY WOULD! And drum roll..they called me..I almost fainted to get a call from an actual person who fessed up to their screw up..

[chris59newyork]

Well it's Friday and I still haven't heard a peep from the rep who said she was going to call me back lol not surprised..But what I did get..drum roll a letter in the mail reminding me to return my invisible equipment

[chris59newyork]

I can't remember the number of times I''ve had to call at least 50..and that is no exaggeration..that includes the disconnected calls, the blatant hang ups..But I finally got a supervisor who had some {Inappropriate content removed} sense,..his name is Troy and he is in Florida..and if his supervisor is reading this please give this man a raise

He was the FIRST person to ask for the tracking number of the product that I had returned almost 3 weeks ago!! I had tried to give it to the reps previously but they wouldn't listen..I DID NOT HAVE THE CONVERTER BOX IT HAD BEEN RETURNED

It's sad that you have to go through all of this because the first person (back in December) made a mistake that snowballed into a nightmare

[chris59newyork]

Well I thought I had everything taken care of..I returned the stupid box that I didn't want back in January..I kept getting bills and reminders to return the equipment (had confirmation from UPS that it was delivered) or  I would be charged..After about 15 calls I finally got a rep that actually got it..he credited my account because he saw all of the crap that I had been through, He even made explicit notes on my account not to charge me, that the box had been returned and entered the tracking number..Guess what I got today..A BILL FOR THE RETURNED BOX I could not believe it..So I call customer service..oh I know why your bill is so high you haven't returned the converter box (bangs head against wall) I asked her if she read the notes on my account, I asked for a supervisor..and waited and waited and waited..So I called back again asked for a supervisor and here I sit on hold..I doubt if anyone will come on the line..I can not believe all fo the incompetent people at&t has working for them..its a shame!

[RCSMG ACE - Expert]

Send Alex a PM he is an ATT Community Manager on the forum.  If you have your receipts from UPS let him know you do.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[Huettel]

Why do u keep putting this Alex name up. His pm is off, probably sick of hearing all the complaints. Att sucks.

[aviewer ACE - Master]

Huettel - Good idea - the forum administrators should find all those ancient alex links and change them to attcustomercare or maybe just reroute any who apply the old alex link -


http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

[oufanindallas]

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Huettel wrote:

Why do u keep putting this Alex name up. His pm is off, probably sick of hearing all the complaints. Att sucks.

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This thread is over a year old.  If you have read any new threads you would see that AT&T Customer Care is who you send the PMs to.

[Nightcaste]

Aviewer... Alex is also linked in the "first time poster" sticky at the top of this section.

[oufanindallas]

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Nightcaste wrote:

Aviewer... Alex is also linked in the "first time poster" sticky at the top of this section.

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That thread is also almost a year old. Further down in the thread there is an update. Once a thread is over a couple of hours old we are unable to edit.

[Nightcaste]

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oufanindallas wrote:

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Nightcaste wrote:

Aviewer... Alex is also linked in the "first time poster" sticky at the top of this section.

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That thread is also almost a year old. Further down in the thread there is an update. Once a thread is over a couple of hours old we are unable to edit.

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1. Mods / Admins not being able to edit a post seems like a failing in site design.  This is the only forum I have ever heard of where mods can't edit, irrelevant to time passed.

2. Why not make a new sticky?  As we can see, people don't tend to wade through numerous replies for a single update that we have no reason to expect.

[dhascall ACE - Master]

Although this has kind of gotten away from the subject - I would suggest that anyone who has a new issue, to start a new thread instead of a "me too" reply on a year(s) old thread.  It would be back (err, okay finger) breaking work to change all Alex PM's to AT&T Customer Care.

Again - my suggestion is to start a new thread when you have a new issue and for AT&T mods NOT to merge new threads with year(s) old ones.