Ridiculous experience with AT&T - is it always this bad?
Here's the story of my experience with AT&T U-Verse so far. Having moved from a FiOS area to an area where FiOS is unavailable, I had a choice between U-Verse or Time Warner Cable. I had heard horror stories about TWC, so chose U-Verse.
Having previously had FiOS and found their customer service to be fairly poor, I didn't realize just how amazing Verizon really are (by comparison)!
August 1st – Moved into new house. Noticed an AT&T generator next to the house, which can be heard INSIDE our house and is bothersome. Had U-Verse installed. When installer left, only one of 3 boxes worked.
August 11th – Appointment scheduled for 12-4. Nobody showed up even though I had taken the day off of work, at a cost of $500 to myself. Spent 3-4 hours on the phone with AT&T trying to get help. Finally got someone useful on web chat who promised me a call back from his manager within an hour and a call from the dispatch team within 2 hours to reschedule an appointment for later that night or the next day. Neither person called back.
August 12th – Spent a further 3-4 hours on the phone trying to get the issue resolved. Finally got through to someone in an escalation team who assured me that someone would come the same day. Nobody showed up again, even though I had taken a further day off work at a cost of $500 to myself.
August 13th – had planned to work. Got a text telling me I had an appointment for the afternoon. Took another day off work (at a cost of $500 to myself - $1500 total now!). Engineer showed up and resolved the issues, got all boxes working (and I was told that I only had 2 STBs listed on my account, despite ordering and receiving 3!).
Between August 14th-17th (not sure of exact date) – All services went out. Outside technician came to resolve.
August 21st – All services out AGAIN. Had to visit AT&T store to try to get resolved as phone and web support are useless. Noticed the generator noise had stopped. Turns out the generator is powering the local AT&&T equipment and had run out of gas as nobody had come to refuel it. This was also the cause of the previous outage! Why is the equipment not being powered from the mains? Was without services all day. Engineer who finally came to restore it was almost as bemused and angered as I was that nobody had been out to refuel it or, more importantly, remove it and restore mains power (the box for the electricity is RIGHT THERE and labelled clearly – surely all it would take is for someone at AT&T to call the power company and have it reconnected?).
August 25th – Knowing that the generator was likely to run out of gas again, I contacted AT&T to prompt them to get someone to come out before I lose service. After a long and frustrating web chat, a manager (Rachel) called me and booked an appointment for someone to come first thing the next day and said that they would work on ensuring the generator was removed and mains power restored. Rachel promised to call me the next morning to check everything was ok and the generator had been refueled. Received 3 different calls that evening from various people at AT&T all confirming the appointment, asking if my services were down and not knowing why the appointment was even booked.
August 26th (Today) – Technician calls, having picked up the ticket for the 8-12 appointment. Asked what the problem was. When I explained that the generator needed refueling, he said he cannot do that and asked if he could take my services down to run some tests (WHY??? Everything is working… until that generator runs out of gas!). Called support - the agent said that she didn’t know if anyone would be coming and that she was putting me on hold to call the relevant team to find out if/when they could come. I waited on hold for 35 mins before being cut off. Then tried web chat and gave the name and ID of the person I spoke to on the 25th (Rachel RP919M), asking for a call back. Was promised that this person would call me within an hour (by 1:30pm Central). No call back. Spoke to “Sunny” (ss002k) who assured me that an outside engineer would be coming before 8pm tonight, would call me 30 minutes before arriving and would be refueling the generator and restoring mains power (not sure why one would do both?).