Just Awful Service

[haroldarnold3]

I am not sure if this is something that happens at ATT a lot however this has been one of the worst experiences I have had in a long time. I ordered ATT Uverse on or around 7/21/2012 and set up an installation date for 7/30/2012 and to my surprise it never happened. My wife and new born went to our new house and waited for ATT to arrive and install the service from 2:00 pm - 4:00 pm as directed by ATT. At 3:30 my wife called me and asked if I had heard anything from ATT, at that point I had not. Being a concerned husband I called ATT to find out what was going on. ATT informed me that I "should have" recieved a email from them stating that my instalation had been canceled.  I was then told that I would receive a phone call from a tech as they are having some issues and that I would receive said phone call in 24 hours. To my surprise that did not happen. Since then I have essentially been given the run around from each person I have spoken on the phone and they never seem to have an answer. The online support has been about the same and have been unable to give me any clue to when it will be installed.  One quote from an online rep "I had word with the concerned team who in turn is asking me to contact a different team as there is some issues with the installation."  This was followed by the support rep telling me "I have done everything everything within my scope of support and assure you that you receive a call back...... Hope your phone does not go to voice mail when we call back."   As someone who uses ATT for all of our other services I would think they would simply call me and let me know what is going on. Does anyone have a suggestion on who I can contact to get this fixed?

[texasguy37 ACE - Champion]

Send a PM to Alex who is an AT&T Community Manager on this forum.

Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[jamileh]

I'm very sorry that you've had such difficulty. 

I see that you've sent a message to Alex as texasguy suggested. We will be in touch shortly!

[haroldarnold3]

That sounds great, any answer I can get back would be great!

[haroldarnold3]

Well I gues I shouldnt be surprised that this issue did not get resolved.  I have been a member of ATT for some time, in fact since getting out of the military in 2003 i have been a member of ATT or Cingular.  It is surprising to me that a company that a company whos tag line is rethink possible would treat customers in such a distasteful manner.  If you combine my internet, tv,  and my two iPhones I spend approximetly $3,100.00 a year with ATT.  To get the answer of "I don't know" is both ridiculous and unacceptable. 

[jamileh]

I'm sorry this is not yet resolved for you. 

I see that you sent your contact information as requested but your issue has not been escalated quite yet. 

I'm not sure what prompted the phone call you received, it may have been from one of your other attempts to resolve this.

I hope that you'll please give our team a chance to work with you on this issue. I will ensure this gets escalated immediately. 

[haroldarnold3]

The weekend has passed and now a new week of waiting has begun.  The last news I heard was last Thursday and I was told "Harold we have someone on the case. You will be contacted soon with you answer.".  I have not heard anything yet and not really what the word soon means in the context of this conversation.  Have you been able to find any actual solution to when or what type of time frame my installation will occur?  With about 8 days left before the end of our billing cycle I have not been able to use my iPhone and my wife is about to hit the 2GB on her plan.  If the solution to my problem is going to Comcast then so be it.  It is now time for a decision to be made both in keeping needs for cable and internet with ATT and if I should keep my cell phone service with ATT as well.