Extremely poor customer service

[notahappycamper…]

How can a company with such poor customer service stay in business?  We had a horrible experience moving our service..technicians not showing up, our account being cancelled, having to start a new account, service not installed properly, hours on hold, hours & days spent waiting for someone to show up, 3 months trying to get the bill straightened out.  Now, the box on the side of the house needs to be replaced.  The technician they sent out couldn't do it - it has to be an inside or install guy.  Both he & the dispatcher (a dispatcher actually called me!!!!) who called, said I didn't need to be home when they installed the new box...but I got home to find the "sorry we missed you" tag.  Another 20 minutes on hold and I get to stay home all afternoon waiting on someone to show up.  Isn't there any communication between the different groups?  We had soooo much better service from our little local rural telephone cooperative when we lived in the middle of no-where.  And to think it's only been 3 months of this. No one at AT&T seems to care - I can't even get the name or e-mail for who I can complain to.  I am now investigating other service providers for my area.

[SomeJoe7777 ACE - Geek]

For account difficulties such as this, please send a private message to Alex, one of our Community Managers, using this link.  He can get help get this issue solved.

[ejulien]

I used the representative chat to ask a question about problems with my Uverse DVR.  He scheduled me with an appointment for repair yesterday and it had a 5-hour window.  I waited the entire five hours and no one showed up.  I called the 800 number and was put on hold for 5 minutes and then the call was dropped.  I went on the chat and the rep asked me to wait and my Internet, not TV, went out.  My diagnostics showed that it was the AT&T server.  I started another chat and after 40 minutes of the rep checking why the Tech did not show up, he told me that the rep actually showed up but no one was home.  Odd, because it was a warm evening and I had my screen door open and other people came to the door during that time.  He told me that he couldn't schedule another appointment but would have someone call me at 5:30 PM when I got home from work.

I came home to find a note on my door that a Tech had come to fix my problem but couldn't find anyone at home, with a time of 4:00 PM.  I called the 800 number and was told by a rep that I was still in the service window for three more hours.  I told the rep that the Tech had come an hour before I was home and no one had notified me that an appointment had been made.  The rep then made a new appointment for the same time slot and guaranteed that the Tech would come tonight, as she had cleared it with dispatch.  Of course, the Tech never returned.  I did another chat to see why the Tech didn't come and was told that he had come and I didn't answer the door.  Not true.  I was here the whole three hours waiting on the rep's guarantee.  The new rep kept insisting that it was my fault for not being at home.  I wasn't at home for an appointment I didn't make and was not notified of.  I was home the entire time for my guaranteed Tech visit after that.

I need someone with authority to help me with it.  It seems that the problem is the Tech comes before the appointment time and then doesn't try again during the actual appointment time.  The rep implied that I should be available at home a couple of hours before the appointment time in case the Tech showed up early or phoned.

In California, missing an appointment has a financial penalty.  I was willing to overlook it the first time but two nights in a row won't cut it.  I also need to speak with someone in authority, not a rep who apologizes profusely and can't seem to get the Tech to arrive at the appointment time.

[Uniblurb3 ACE - Guru]

As SomeJoe posted in front of your post; Contact Alex, an AT&T Community Manager, by sending him a PM. He may be able to help set up an appointment which is more precise.

[ejulien]

Is this someone with any authority. I've talked with six reps on the phone and by the chat session and they are all very sorry that I've had this experience and totally understand my problem and promise to solve it and then it all goes wrong. The last rep told me that I should have been around my house two and a half hours before the appointment window to wait for the Tech's call. My problem was, that I didn't make the appointment and no one notified me that the appointment had been made. Do I really need to not go to work today in case a helpful rep has made another appointment for me during my hours of work without notifying me of her actions? Should I stay home and leave an eight hour block of time in case someone calls? It is clear that they don't understand my frustration and no matter how sorry they are, they don't show it. The first appointment window came and went. The rep told me the Tech came to my door and no one was home. My front door was open the whole time. Why didn't he leave the notice that he had come like he did the second time? He doesn't leave a message when he calls. I need to talk with someone in authority who can back up the promise that they make. I asked the last rep, "If he doesn't come the third time, what is my recourse? What happens?" All I got as an answer was another "promise". I want to talk to someone who can give me a solution, not an empty promise. If you don't need my business, just tell me and I will switch carriers.

[RCSMG ACE - Master]

Alex is an ATT Community Manager on the forum who can get you to the right person/department to get your issues resolved.  Send him a PM and he will be in touch with you.

[Uniblurb3 ACE - Guru]

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ejulien wrote:
Is this someone with any authority. I've talked with six reps on the phone and by the chat session and they are all very sorry that I've had this experience and totally understand my problem and promise to solve it and then it all goes wrong. The last rep told me that I should have been around my house two and a half hours before the appointment window to wait for the Tech's call. My problem was, that I didn't make the appointment and no one notified me that the appointment had been made. Do I really need to not go to work today in case a helpful rep has made another appointment for me during my hours of work without notifying me of her actions? Should I stay home and leave an eight hour block of time in case someone calls? It is clear that they don't understand my frustration and no matter how sorry they are, they don't show it. The first appointment window came and went. The rep told me the Tech came to my door and no one was home. My front door was open the whole time. Why didn't he leave the notice that he had come like he did the second time? He doesn't leave a message when he calls. I need to talk with someone in authority who can back up the promise that they make. I asked the last rep, "If he doesn't come the third time, what is my recourse? What happens?" All I got as an answer was another "promise". I want to talk to someone who can give me a solution, not an empty promise. If you don't need my business, just tell me and I will switch carriers.

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I'd forget using chat sessions to work this out since you may be receiving misinformation.

Yes, Alex is a person of authority and he should be able to help you work out a solution to your appointment problems. As mentioned in my previous post contact Alex by sending him a PM.

Also you should use the following link to check your appointment status.

http://www.att.com/u-verse/appointmentstatus/?source=IYzd00z0100zz100

Good luck.

[RCSMG ACE - Master]

Thanks for putting in that link Uni.

[ATTAlexCM]

Thanks everyone!

@ejulien - Thank you for posting and sorry to hear about the trouble.  I received your PM and replied with the information needed since this is account specific.  Please check your PM inbox (blue envelope, top-right) for an update.

@notahappycamper... - Thank you for sharing your experience and I'm sorry to hear about the poor experience.  As mentioned by the other Community members, please shoot me a PM with your contact information.  We'll get you in touch with the appropriate group to help.

Regards,

Alex