I've been an AT&T customer for a long time (including the Baby Bells, Bellsouth & PacBell). Prior to Thanksgiving '11 I received an email alert (per my request) that AT&T U-verse was finally available in my area. January 1st, I placed an order in for installation to start U-verse service (TV and Internet service). I was quite excited to be able to get it finally. Earliest installation date for morning installation was today 1-11-12 with the time slot of 9a.m.-11a.m. I took it and counted down to this day. I work nights so with taking my 4yr old to daycare in the morning, a up to 4 hour installation time, and getting sleep somewhere this was a perfect time. I kept checking the status of my order up to 10:30 and everything was on schedule. 12p.m. No technician. Check the site see that there is a delay.... Wait some more..... 1p.m. still no one. I call 1-800-ATT-2020 Go through the prompts, the automated voice tells me there's a slight delay but a technician is still on his way. Now I am needing to know how long of a delay. After fiddling with the automated voice I finally get a live person. Heavy accent but still understandable. She confirms there is a delay but the technician is still coming out. Then asks me would I like to keep this appointment or reschedule. I asked the lady how long of a delay. She kindly placed me on hold 3 times, called dispatch then told me that the external technician came and they are waiting on the inside technician. Placed me on hold again. Then came back telling me they don't know when the inside technician would be able to come because the external technician said it was not available for my area. I questioned that statement with "why did I receive an email then and why did it say it was available when I placed the order. She the rephrased the sentence saying it is available in your area but not for your house. I replied my neighbors have it 1 to my right and one 2 houses to my left. Then she stated that the service box in the area (that the external technician checked yesterday) can service 50-100 houses and must be at max capacity and that they can not do my house at this time. Now I am no longer excited I am heated and disgusted. Why don't they keep track of the capacity. Why didn't they inform me yesterday when that technician "checked that box". Why couldn't they at least give a call or change the status online today. Poor poor poor Customer service no kind of courtesy and at this point (with no sleep) I am thinking of dropping AT&T all together. We will see after some sleep.
dhascall
