01-26-2012 12:19:27 PM
I have never in my life been so frustrated with the service of a company in my life.....and I know a little something about large corporate businesses and their service companies as I have spent over 12 years with one of the top 5 largest companies in the world....and if they had provided service like this I would be ashamed as a member of management.
Here is where the nightmare begins. We our Uverse modem failed and a service tech cam to the house to replace it. He changed the modem, did some test , went in the attic and left..well now our phone line (which is through Uverse) didn't work so another tech come our to troubleshoot this (after spending 3hrs of my time on the phone w/ someone who could barely speak English) we explained what the other tech had come to do/did and the AT&T tech went up into the attic and said he couldn't troubleshoot because of wiring was messed up....now everthing was working before???? and we had to get a electrician to come out a clean everything up...so I did. I hire a reputable service company to come out a do an evaulation.. the made a couple suggestion to clean things up ..new patch panels etc.. $1500 . Prior to them performing the work the suggested (and my wife who's an EE) we switch back to a land line for security reasons....so I called AT&T to switch my phone line over.....after having to push 2,3,1, fifteen times and waitng on the line for 45 mins and being asked if I wanted to pay my bill by the voice automated thing (which is current).
Now here is where the real fun begins....we had an appt scheduled between 12pm- 4pm on a Wednesday, they told me the tech would call 30 mins prior to comiing OK. No call Wednesday, No service tech Wedneday .... So I looked up our order status online while trying to call AT&T to find out what went wrong ? After being disconneted 3 times and no call back (having to go through the voice automation 3 times and being on hold for 2hrs I finally got someone ...well aparently the office I was transferred to doesn't handle Houston Texas ..so I get transfered around for awhile unitl I get someone that could help (so much for a national/global business) so there's an ERROR in sthe system on how the order was processed though the different department and someone will call me to to reschedule.....NO CALL. Thursday I go on line and look at the order status...says it's complete. I call AT&T.....pressing 2 and 3 saying No I, not calling about my bill to the voice automation 15 times...before I get a human on the phone..get disconneted twice (could be my wireless service (AT&T) can you hear me now. I live in the 4 largest city in the US) and call back to get transferred around again to someone who can handle Houston on the phone with them for 48 mins and call gets terminated. I'm done.........I have an eletrical company that coming tomorrow ($1500) to clean up the mess AT&T made in my attic but they need a phone line...and I'm at my witts end with incompetency.
Sorry for the rant....but this is ridiculus! I know personally I'm not a big customer, I-pad data plans, cell phones, Uverse with all the channels etc.. (my company is though) but I never been so disappointed in a service in my life..
by the way my wife is now on the phone with AT&T....India..who trying to troublesoot over the phone ....trying to resolve this and she now's about had it she been on phone for over an hr.
01-26-2012 12:29:59 PM
If you still have unresolved issues, send a PM to Alex who is an AT&T Community Manager on this forum.
By the way, U-verse has no customer support in India. They do have a call center in the Philippines.
01-26-2012 12:41:54 PM
The latest from the wife:
"Still on hold with my 3rd supervisor…1 hour and 15 minutes in…still no further than I was when I started…I’m escalating higher in the ranks, yeah right! and if I don’t have a credit for the $55 charge for a tech who couldn’t program a remote and a credit for one month of phone service for my inconvenience (mind you it hasn’t worked anyways) we will have Comcast by tomorrow"