07-11-2012 11:17:14 AM
More customer service problems. The Uverse battery backup began beeping and flashing red. I called into Customer Service and set up a repair appointment for the following day. The next day I received an automated call indicating that the repair appointment had been cancelled due to a large number of calls related to a storm in our area. I was given an opportunity to re-establish the appointment but waited on hold for 90 minutes before giving up. I then went to the website and started a chat session. That representative then set up an appointment for the following Monday for 8AM-Noon. On Monday, I had not heard anything by Noon, so I started a chat session again. That representative told me that the repairs had been overbooked and scheduled another appointment for Wednesday. Finally, on Wednesday the repair person arrived and successfully replaced the battery backup unit.
The problem is the blanket cancellation of appointments without a determination being made that this particular problem was not able to be corrected without a technician visit. Next was the cancellation of the second appointment without notification.
Each agent I interacted with was helpful, but there is a problem with scheduling repairs and not notifying customers of a cancellation. While this was a minor problem which did not interrupt my service, one never knows when power may be interrupted due to storms
07-11-2012 11:27:41 AM
Do you still have an issue that the members of this forum can help you resolve?
07-11-2012 12:25:58 PM
No, I just wanted AT&T to be aware of the implications of their policies. Thanks.
Unfortunately this is a peer to peer (customer 2 customer) forum with some monitoring by AT&T staff / management. Please contact Alex, one of the AT&T Community Managers, so that he may be made aware of your complaint. He will let the appropriate team(s) know of your concerns.