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SMMarzan's profile

Contributor

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2 Messages

Mon, Nov 19, 2018 2:16 AM

Missed Appointments

I have had 2 appointments for internet and tv service be missed. On November 13, my first installation appointment was scheduled for the timeframe of 11AM - 1 PM. Since at this point I was not moved into the house, I had to have my father wait for the technician to arrive. Since no one arrived by 1PM, I called customer service to see what the issue was. I was told that my appointment may have been “soft scheduled”, meaning that a technician was assigned the appointment, but didn’t actually know about it. We were suggested to wait an hour or so extra. I had my father wait an additional hour and a half, but when there was still no call from the technician, I called again to just have it rescheduled for the day after my move in and was guaranteed that the installation would be fulfilled. (Guaranteed since I asked them to explicitly tell me that they would guarantee installation before I hung up).

 

The second appointment was scheduled for November 17 with the timeframe of 1PM-3PM. Again, no one showed up or called me, so when 3PM came around I gave customer service another call. This time I was told that a technician had not even been assigned to my appointment. How could this be if they had guaranteed that my service installation would be fulfilled? I spent the whole day waiting, calling customer service back and being told that my installation would be fulfilled to no avail. I was then told that I would again have to reschedule service, which I was then told Monday November 19 would be the earliest. I obliged and though my appointment had been rescheduled.

 

After that, I  opened a chat through my phone web browser to ask why there were no technicians in my area twice. I had the rep tell me that service would still be fulfilled despite it being 8:30 PM in my area and already being told on the phone that it wouldn’t be fulfilled. Confused by this since it contradicted what I was told on the phone, I inquired further.  While on chat I received a call from a rep who said they would look into my order and they would call me back. Of course, they didn’t call back. Most likely the call was just to get me off their chat channel. 

 

Now it it is Sunday, November 18. I hadn’t received a confirmation email regarding the rescheduled appointment so I thought to call in to confirm. I was now being told that no, no appointment was rescheduled and nothing can be done. The next earliest appointment time is November 26. 

 

It it is unacceptable that I cannot get a technician to show up to my scheduled appointments, nor can I be squeezed in at any point in the next week. It is unacceptable that my time is not valued by this company. It is unacceptable that I keep getting lied to by your representatives. 

 

Its really hard hard to believe AT&T cares when they can’t fulfill set appointments and rescheduled appointments, nor call about delays or that they will be missing them, or even offer any plan of action to get my service set up when I do call.

ATTHelp

Community Support

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195.4K Messages

4 y前

Good morning @SMMarzan!

We understand how you feel! To fully assist with this issues further, we will need to look over your account in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages and reply to my message.

I look forward to your response and the opportunity to help you!

Yetty, AT&T Community Specialist

Contributor

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2 Messages

4 y前

This hasn’t actually been taken care of. 

Contributor

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2 Messages

3 y前

I am beginning to experience the same thing! I had an appointment time scheduled for yesterday between 12 and 4, then at 3:38 I received a text message stating that the tech wouldn’t be here by 4 and asking if I still wanted to keep the appointment. I responded “Keep” to the text to maintain my installation for yesterday. I called customer service (which is an absolute joke by the way) around 5:20pm to try to get an estimate as to when the tech would be arriving and, of course, received a vague response of “I will call you when the technician is assigned to your ticket”. By 8:30pm, I still had not received a call, so I called customer service a second time and had a representative put me on hold for almost 30 minutes without checking back in with me so I hung up and called back. The third phone call is when I was told that my appointment would have to be rescheduled to Tuesday. I am now behind on school work that requires the internet because it’s an online class, I’m going to have to miss more time from work to be here for installation, and I am incurring data overage charges because of having no internet and the best they can do for me is a lousy $20.00 credit! Completely unacceptable, considering how much money this is costing me! 

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