07-28-2012 10:33:19 PM
I am writing because I feel compelled to express to you the extremely bad customer service that Ihave been provided thus far from the AT&T uverse representatives. I have used AT&T in the past when the service was available and when we recently moved we were excited to move back to your service. However, this has been the worst 3 weeks of my life.
Since we have had the service, I have been on the phone for over 8 hours. Initially, when we signed up for the service, we were given an install date that was 3 weeks out; we talked to one of the representatives on the phone and was told that if I cancelled my order, she could move my install date up to 4 days away. So, I cancelled my order and I was told that we would have to sign up for the u300 plan for an additional $5 month in order to have that install date. I am not sure how the plan details affect the install date, but I agreed because I was not happy about the 3 week waiting period. So, the date of the install comes and I get off work early to meet the rep. The time slot passed and no one came; after calling customer service, the rep tells me that we currently don’t have any plans on our account and that no install date existed, so I had to place my order again. Finally the install date comes around and the install agent says that we don’t have any wireless on our account, only internet.
After yet another call to the customer support line, I got it setup on our account. After the rep leaves I determine that our DVR does not work; again, I called the customer server center and after 2 hours of trouble shooting they determine that the box is defective and a new one needs to be sent out. After 2 days it arrives, but the box is no longer the wireless box that we had, it is now the old style DVR box that is not wireless, but I am afraid to return it because I do not want to get another defective box.
Then, the issues with billing started; I get our first month’s bill and it is almost $400. After calling the rep, it is determined that I never signed up for any “specials” and that we purchased everything for a 12 month contract at no discount so in fact the 400 dollars is our correct monthly cost; he tried to get me a “deal” by reducing the bill 10 dollars a month. After another hour on the phone, and 2 representatives later, I got a price of $100 a month for 6 months. This still did not compare to the $85 a month we were promised when we FIRST signed up with at&t initially, but I didn’t have anything in writing so I could not prove that I was promised that price when I first signed up.
I am not sure what happened internally to the uverse team, but there have been so many times in the last month that I have had issues with your company that I certainly do not plan to continue after our plan is up for renewal.
I hope that you can address these issues with all the different aspects of your customer service, from billing, to installation, to communication through all your departments because I hope that no one else has to go through the pain and hardship that I have gone through this last month. If you would like to contact me, I would be more then happy to explain my issues to you because this has been so frustrating.