How do I escalate my wrongfully treated issue by Rep Serenity / SG33IV? Grieving whole matter w/AT&T
To whom it may concern-
This all started on MARCH 16th when I had request to add additional services to a room in my home. On this day, a AT&T Home Entertainment Consultant by the name of Sergio had presented himself very well and I was very unaware of his presence. As my TV service (DirecTV/AT&T) was being handled, Sergio tries and accomplishes his Sale to me for Commission. He offered me U-verse TV/ AT&T Bundle package - TV, Internet, & cell phone. The Internet speed in this package with going to 100 megs. Sergio kept assuring me that you're going to experience fast speed. I thought, WOW!! So with this package I received; my new cell phone, with Tablet and a Smart Watch along with wireless charging gadgets. I thought, wow amazing pricing for all this and over 300 channels. Sounded really good, and I thought I was saving money. Well, going forward on the date of the 16th we had scheduled installation the following weekend. So on the 24th of March 2018 between 9-11 am; no one showed up. Mind you, I have a confirmation email for everything. I called this in and a Rep. stated they see no order and could not find it and then advised me to rescheduled for the Saturday the 7th of April between the hours of 11-1pm. Going forward, I received a phone call from AT&T Service Rep (on April 4th 2018 and they said, sorry the Tech is running late. I said, running late? I don't have a scheduled appointment for today, its on Saturday April 7th. She then stated that she was going to change it back to the April 7th. Again, and now I received another email confirming the 7th and now between the hours of 9-11am.
Then the 7th is finally here, and the inside Installation Tech informs me that I will not be getting a 100 meg Internet Speed due to my actual location which I am about 2500 ft away from the Actual Service Box that provides the Internet service. He stated that I will only get about 24 meg service. I believe by this point I was sold inaccurate services and now I am so ready to CANCEL my services completely. The Inside Installation Tech then said, he will create a Ticket requesting for I&R Tech to come out and confirm this Internet situation. The I&R Tech came out and confirmed that my place of residence was to far from the main box to receive 100 meg Internet speed and I needed to be no more than a 1000 ft. from the box.
I then called in today to 877-722-3755 and a rep. by the name of Serenity / SG33IV between the hours of 11-12 noon and she was helpful at first....I was telling her what happened and my opinion about my situation and I felt she was taking it very personal which wasn't the case. During our conversation she mentioned about the 14 day Buyers' Remorse policy which I was totally unaware. She was argumentative and very sarcastic and I felt very offended and felt I had to defend my reasons for escalating my situation. I believe she needs to be coached big time the quality of customer care services. Please play back the recording. She had mentioned that she would get a manager, instead she did a blind transfer to Jay Jordan a Rep in the customer Loyalty group/Customer Retention which I got no where with.
So on the other hand I feel like I need to escalate this matter even further now. I want to grieve this situation and this matter of Buyers' Remorse policy and it be honored in my favor. I really wish the salesman never came to my door.
I need to escalate this matter immediately,