05-23-2013 04:21:11 PM
On April 3, 2013, I placed an order with AT&T to have U-verse TV and Internet installed in my home. According to the sales rep I spoke with over the phone, the service is available at my home and I scheduled my install appointment for Saturday, April 13th. I also got a great deal, between promotional gift cards and other discounts that will save me over $70 per month over the provider I am currently using. I had also been a subscriber before I had moved into my new home and loved the service, so I knew the excellent service I was signing up for! Needless to say, I was excited. Then the issues started...
On April 12th, the day before my install appointment, I logged onto the AT&T website to confirm my install appointment. I was chagrinned to see that there was no install appointment scheduled anymore. I called up the customer service number and was informed that there were issues with the lines at the street and that engineering would need to look into it and I should hear more within a week. I thought, fair enough; I wish they would have realized there was an issue sooner, but at least I would get the service soon. Not so fast.
About 2 weeks later, I still had not heard back on the ongoing engineering issue. I called the 800 number again and they informed me that they re-submitted the ticket and I should hear from the engineering lead in my area within 48 hours. About 72 hours later, I received a voicemail from the engineering lead saying that the issue won’t be resolved until May 15th. At this point, I losing my patience...yes, I now have an answer as to when I can reschedule my install. Since my neighborhood has underground wires, I noticed that they were working as at some point, they dug a large hole in my yard to access the wires underground.
On May 15th, I received a text message from AT&T saying that the issue was resolved. Excited, I promptly called up customer service and rescheduled my appointment, although I was a little apprehensive as there was still a large hole in my yard. My new install appointment was the afternoon of May 21st between 1 and 3.
Being that it was during the week, I took the afternoon off from work so that I could be home for the technician. When my technician arrived at 3:15, I was informed that he could not “get a sync” and he was unsure that he would be able to go through with the installation. I asked to speak with his manager to discuss my case – I had been waiting over 6 weeks from when I ordered the service and this issue was supposedly resolved almost a week prior. He declined, but called his boss on my behalf. Meanwhile, I called the main customer service line demanding that the issue get resolved right away as I cannot take time off of work to deal with false promises. I was forwarded to a specialist who spoke with her manager who said that they couldn’t do anything without the service tech “declining” the install. His boss said to go ahead and set up the service in my home and an engineer tech would be out to fix the sync issue. A few hours past and a tech in a bucket truck pulled up, got out of his truck, peered in the hole, and drove off without saying a word to the install technician. They eventually touched base via cell phone. I’m not sure what was said, but the tech’s boss sent him home for the night because engineering didn’t do what they needed to do. The tech, who was very pleasant to work with and I felt bad taking my frustrations out on him, assured me that they would come back the next day and fix the issue.
But when I didn’t hear anything by the time I left work the next day, I called the 800 number to inquire on a status update. The customer service representative then informed me that I couldn’t get service at my house. I’m extremely puzzled by this...so after 6 weeks, 2 trips to my house by engineering techs, and a U-Verse tech, I can’t get service?!?! This is unacceptable...if my neighbors can get it and none of the techs seemed like it was such an issue, why does AT&T insist on stringing me along. I asked to speak with this customer service rep’s manager, who declined, but spoke to the manager while I was on hold. They then changed their story and said that they are looking into the possibility of getting service to me, but it could take anywhere from a few days to a few months before we know for sure. Are you kidding me? For someone who is so excited about their service, it doesn’t seem like they are giving me the same urge to get a new customer what they want.
It seems like there is a large disjoint between the customer service representatives and the engineering staff. Each time a customer service rep couldn’t explain why or give me ETA’s, they insisted that I could not speak with the engineering department. Rather than investigating things further or giving me answers, I get the same “I don’t know” or “it’s in engineering’s hands” response. Not to mention, I still have a big hole in my front yard! Sounds like someone didn’t do their job! For such a large telcom, this lack of communication is unacceptable...if I were Randall Stephenson (President and CEO of AT&T), I would be very upset with this story and would institute changes.
Does anyone know of someone...anyone I can talk to, get acutal answers??
05-23-2013 09:00:51 PM
05-25-2013 03:26:06 PM
I agree with TG, Customer Care is an escalation team that can help you get this resolved. Send them a PM with your info and watch the blue envelope at the top of the forum page for message notification. As they will contact you via PM as well.
05-28-2013 05:03:52 PM
Thanks for the info texasguy37 and RCSMG! Quick question though...how long does it usually take for them to get back to me? I'm so fed up with AT&T I'm about to bring my issues up to the BBB...
05-29-2013 08:50:10 AM
I'm sorry for our delay. One of our managers will be reaching out to you shortly to assist.
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