02-01-2013 08:31:09 AM
Here in Houston, my U-verse service has been iffy for two weeks, and completely off for 3 days. I had a repair appointment last night and the repair tech stood me up. When customer service (after an hour and a half wait on hold) allowed me to talk to the repair tech, Mark Moody, he told me that I was a liar, that he had come to my house, talked with me, repaired my service and gone home(!)
I have called his supervisor, George Hernandez, and left 3 phone messages in response to his voice mail that says he will return all calls asap. No return calls.
I have been on the phone since 8 am this morning trying to get someone to help with this situation, and all I am getting are useless apologies from low level telephone clerks. I have been promised a call back - twice - and no one has called. My U-verse service still does not work and AT&T is perfectly content to allow its repair technicians stand up their customers and then call them liars. Nice customer service, AT&T.
02-01-2013 09:10:44 AM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.
Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.