Worst, Unacceptable, Ridiculous Customer Service and Support EVER SEEN FOR ANY COMPANY ! ! ! ! ! !

mayhem2130 · ‎10-30-2011

Clearly by title alone you can feel my frustration. Working in a customer service industry and an economy of such in these times, you would think ATT would go above and beyond to not only HELP a customer, but at least SATISFY their needs.

I had my uverse box completely blow out on me and after calling to get a new one, and told it was on its way, 2 weeks went by and it never came. I called back to check the status and it was never shipped !! The next person I spoke to quickly got one 2nd day aired to me. I opened it and set it up, and of course it didn't work ! I spent 2.5 hrs on the phone with a gentleman who rebooted and rebooted and had no clue what else to do....NO CABLE YET. Called ATT back at 10pm and had them immediately send a tech for first thing in the am (which they first quoted me a week!). First thing in the am was 1pm...there goes half my day...he was in my condo until 330 and still had no idea what the problem was and left a cord from the bedroom draped all the way thru my living room saying that was the only way it would work (I took many photos of this ridiculousness). He did this poor service, grabbed his bag and left! I immediately called ATT as this was completely unacceptable as was his demeanor, cleanliness of my condo and his overall attitude to fix my issue. This was the first time I got an great customer service agent (Kelly was the gentleman's name) who promptly felt my anger and frustration and was able to override tech appointments and have a guy here at 8am today ! He showed up at 8am and was done by 9am ! Had everything working, knew the problem and solved it.....the downside was he broke a shelf in my living room and didn't even say anything. I noticed it when he went into the other room as my dusting skills lack a bit and there was a huge hand print on the shelf and it was slanted down with my DVD's almost falling off. I called ATT once again and got a rep that gave me a claims phone number and said to call them. This rep didn't even inform me that they are CLOSED today !

This whole experience has really made me re-think ATT service, attitude and the management that backs this company and its customer service standards. As an executive for a large company who thrives on customer service I am appalled and ashamed to even say I have ATT. I have had this same phone # and same email for 18 years and recently added the uverse system a few years back when it became avail. To see this type of incident happen, ruin an entire weekend of relaxation and pleasure, baffles me and has me at a loss of faith in ATT.

There is no complaint dept, no where to stress your concerns, and no one to chat with online to even assist with issues like this. Customer service is #1 in anything you do....if my cable was out and I had issues and I had someone taking care of me, consoling my needs, understanding and helpful, I would have never been this angry or frustrated!

At a loss for what direction to take !

Ryan {Personal content removed for your safety}

Loyal customer for 18 years who has lost all faith !