06-22-2012 01:20:54 PM - edited 06-22-2012 01:56:56 PM
When my wife and I moved into our new home (in a new developing subdivision), we switched from Comcast cable service to ATT U-Verse due to poor customer service. When the install folks came out they suggested that we not bury the cable lines since the lot next door was empty and when they started building on that lot they would probably cut the cable lines. By leaving them on top of the ground they would see them and hopefully not cut them. Unfortunately, when they started building next door they immediately cut them. We contacted the service center (the only way to communicate with ATT after install) and they scheduled a time for someone to come out and reconnect our service. The gentleman came out and ran another line and connected it but without contacting us and without removing the old line. So now there are two lines on top of the ground running from my yard (one is cut and one is connected). I have called several times and discussed the issue with more than 4 different customer service agents. They have scheduled numerous appointments and assured me that the "concern team" would take care of this. I have spent hours on the phone and on-line chat and so far they have missed two appointments and we have had zero contact with anyone about why or what is going on. I now know that the customer service center is outsourced (we all probably know that right) in a foreign country and that the only course of action that they have is to take notes and schedule appointments. They can provide you with any contact information with a local technician or agent. They can not 3 way call a technician. They can tell you why the appointments are missed or the name or contact info for the agent that was supposed to be scheduled/is scheduled to do the work. Yet they are your only means of communication with ATT after installation. How can this be possible - it is truly maddening to know that you are speaking with someone with no authority and no course of action other than to take notes. I even spoke with a supervisor. He scheduled a new appointment after the first appointment was missed. I asked him what would happen if they missed this appointment and what he would do. He said very confidently - Just call us and let us know and we will schedule another appointment HAHAHA! I will say that the agents are well trained to be friendly - they just kept saying I agree or I understand. It became very patronizing since you could tell that is their only recourse is to be friendly. I still have two lines (one cut and one connected) laying on top of the ground strung across my lawn. Here is my latest chat with a rep (I had asked another rep how I could make a complaint and they said that ATT only accepts complaints in writing to the executive offices and offered to give the address - again archaic):
(JATIN) has joined this session!
Connected with (JATIN)
(JATIN)
Thank you for contacting AT&T Member Support. My name is Jatin.
Mr. McKinney, please allow me a moment to review your account details with the information you have provided.
(JATIN)
There is a cable in the yard that needs to be buried, am I correct?
You
There is a cable that was cut and needs to be removed and one that is connected and live that needs to be buried.
(JATIN)
Thank you for the information and I am sorry for the inconvenience.
(JATIN)
I will quickly forward this details to the concern team.
(JATIN)
I will book an appointment to get this work done.
(JATIN)
I see that you have already provided the 4-digit pass code and I am glad to inform it matches with our records.
You
This has been on ongoing issue that I have spent several hours over the phone with agents on over the past two weeks with no results. So far I have been told twice that the issue would be resolved within two days and neither appointment has been met. There was appointment that scheduled this past tuesday and an agent was supposed to take care of this by Thursday evening - what do your records show of this scheduled appointment? Unfortunately I do not have the order number on hand.
(JATIN)
It sounds very upsetting, however I will check about this appointment.
You
This has been a horrible experience. It is just like the commercials where you call a help desk that just puts you through circle after circle with no intention of taking care of the problem. I left Comcast due to poor customer service and now am running into customer service that been even worse.
(JATIN)
Even I would be upset in this situation, as you mentioned I can see an appointment was booked for 6/19/2012.
You
Since my problem actually needs someone to physically resolve the issue (in person) I have tried to locate an office that I can speak with in my area but have been told the only way to communicate with ATT is through this support center which is not located anywhere near my location.
(JATIN)
Unfortunately, we are not able to see the notes by the concern team supposed to do this work, however did someone not come and talk to you about it?
You
Ok so you show an appointment for 6/19 - does it say that anything happened or does it just show an appointment was scheduled for 2 days ago? I have not received a phone call letting me know that the appointment has been rescheduled or moved for any reason.
You
This was the second appointment missed by "the concern team" - I have my own concerns with your team.
(JATIN)
You are right, I can see an appointment booked earlier as well.
(JATIN)
However, I will take this as priority and while you are on chat I will speak to my supervisor to take make sure the issue is resolve this time.
You
Hopefully your supervisor is not Joseph HAHAHAHA he was the last "supervisor" I spoke to about this that assured me the problem was going to be taken care of.
You
I asked what would happen if it was not and he said I could call back and he would personally schedule another appointment. I am sure you can now see the circle I am talking about which you are now becoming a part of.
(JATIN)
No, Joseph is not my supervisor.
(JATIN)
Definitely, I can understand your point.
(JATIN)
I have seen the notes on the account and agree with you that the work has not been done on time.
You
Agreeing with me does nothing - this is actually the most frustrating thing about the whole situation. My only course of action is to contact an outsourced call center in a foreign country that has no authority and no course of action other than scheduling an appointment. Ideally, I would get the name and phone number of a service technician in my area who is assigned to come out and bury the wires.
(JATIN)
Unfortunately, this request is sent to the concern team and then the work is assigned to an individual employee and hence we do not get the contact details of the person assigned for the work.
(JATIN)
While chatting with you my supervisor has confirmed about this escalation.
(JATIN)
The last time you contacted us and spoke to Joseph, he had escalated the issue immediately.
(JATIN)
Usually, the concern team contacts you in 48 hours and makes sure that the work is done in 7-8 business days.
(JATIN)
We do apologize that they didn't contact you, however the escalation is active and the work will definitely be done within 7-8 days.
(JATIN)
During this chat we will send a reminder once again.
You
Now I am even more concerned because Joseph was the one who set the appointment for 6/19. Which means that the escalation just means they put in another appointment. Again you have no other course of action than to write notes and schedule an appointment. This is absolutely no way to conduct business.
(JATIN)
And make sure that the concern team is aware of the escalation and try to resolve it as soon as possible.
(JATIN)
I am sorry for the misunderstanding, we will be sending a reminder to the concern team.
You
Who is the head of the "concern team" - I would like to express my concerns to them.
You
I am concerned that the concern team does not exist.
(JATIN)
Unfortunately, you will not be able to contact them.
You
how can you contact them?
(JATIN)
However, if you want I can ask my supervisor to join this chat session or you can also write to us on … or send mail to Complaints address:
You
Better question - how do you communicate with the concern team?
(JATIN)
As soon as we submit the request in our system it automatically goes to the concern team.
You
I would like someone from the concern team to contact me within the next 24 hours - is that something you or your supervisor can make happen?
(JATIN)
So, we do not have to personally contact or write to them.
You
So far after several hours of discussion and two weeks I have not heard from the "concern team"
You
..............
(JATIN)
I agree with you and hence I am sending a reminder once again.
however, usually the work is done within 7-8 business days.
You
I am not talking about the work. I am talking about someone contacting me about doing the work. Someone from the concern team.
(JATIN)
And I am sure they will complete the work within next 7-8 days as we are sending the reminder.
(JATIN)
As you want I will also forward your request about contacting you.
You
within 24 hours?
(JATIN)
May I have your preferred contact number?
You
Please include that on the request - they should contact me at (Phone Number) within 24 hours
(JATIN)
Sure, I will.
[edited for privacy]
07-08-2012 05:36:56 PM
Posted from Apple iPhone
07-16-2012 04:56:24 PM
Send Alex a PM, here is a link to his profile. Alex is an ATT Community Manager on the forum, he will get you to the right person/dept. to get your issue resolved.
http://forums.att.com/t5/notes/privatenotespage/ta
