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kjoseph0101's profile

Tutor

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7 Messages

Mon, Aug 21, 2017 9:04 PM

Digital Life Disappointment

 

We have always been a loyal customer of AT&T.  So when the option was available to have AT&T home security we sign up without hesitation.  We have always been provided quality service.   But to our surprise, when signed up for AT&T Digital Life we would be receiving poor quality service and inferior products.  Let’s start at the beginning, when we sign up for the service we had to wait almost 2 months for an installation. When the tech came out our AT&T internet was down due to no fault of our own but we digress.  The tech said someone would be calling us to reschedule two weeks past.  No call, no show so we called customer service to reschedule.  On the appointment day, no one ever showed up.  We called a rescheduled for the third time.  Now maybe we should have taken these incidents as red flags but we proceeded anyway.  We signed up for the package smart home and automation.  The tech did not install the camera on the same day and we never received our video door bell. Our first tech came and knocked several holes in our walls and did not return to repair them.   We have had multiple no call no-show.   We called within our 14 days window to cancel and the lady assured us that it would get better and begged us not to leave.  A week later we called again and were given a free camera and $25 waived off our next bill to stay. Unknowing to us we were supposed to already have a camera because for four months we were being charged the smart security and automation package price every month which includes a camera. When the system was first installed the tech poked hole in our drywall and they are still very visible it is very unprofessional. We received a notification on our account that says no permit on file all three of the techs that came out to our home before today stated that we were connected to the police department. Even after all this a few weeks ago our alarm went off and the police did not come we called AT&T and told them and they said the system is testing mode when it is testing mode it does not notify police well we didn't put it in testing mode. We were told the permit fee was included in the price if that is so why is there not one on file. Basically, we had a security monitoring service it doesn't call the police it only notifies you when you probably should call the police.  We discounted our service for three days no one called our sent the police.  We went on vacation and were overcome with emotional distress because the digital life app was constantly offline. 

We are extremely disappointed with Digital Life your unsatisfactory level of service. We had expected much more from a prestigious and reputed company of your standard. We have all the equipment ready for pick up and we feel we should not have to pay or contract cancellation fee or last bill.  With all the stress the company caused us we feel Digital Life owes us money.  All the money we were paying for no security service [Edited to comply with Guidelines]

 

Accepted Solution

Official Solution

Employee

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415 Messages

5年前

you have to sign in then click on the name to send a pm

Teacher

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20 Messages

5年前

This company has been horrid from the start. It is not something new, sales does not talk to the technicians. My cars got broke into and my cameras did not send notifications nor did they start recording on time. Run, run as fast as you can from this "service." Apparently, AT&T is selling digital life off to the (what I can only assume is the lowest bidder.) Garbage equipment and garbage service. 

 

[Legal discussions are not permitted per the Guidelines]

Contributor

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3 Messages

5年前

WOW!! I'm seeing my situation all over this forum except, my refusal to pay the cancellation fee has fallen on deaf ears all the way to Randall Stephenson. They have now sent my $332.35 account to collection with a VERY aggressive firm without so much as a kiss. I, too WAS a loyal AT&T customer (over 50 years) and am now divesting myself of ALL their products (got rid of DirecTV after 24 years). Really pathetic as this did NOT have to happen. Thanks for the confirmation, all!!

 

j.holmes

Scholar

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187 Messages

5年前

Original Poster,

 

Your experience is reflective of my experience.  Once you overcome the installation hurdle and no longer need assistance from AT&T, things get better.  I got to the point where I stopped calling customer service for assistance or questions about my alarm.  You are much better off searching online.  

 

Overall, the system is a good product and offers a seamless security and home automation experience.  My guess is AT&T is not pouring money into training and development of its staff considering the rumors out there about the company looking to sell off this division.  

Contributor

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3 Messages

5年前

Sadly, things NEVER got better -- matter-of-fact, they got MUCH worse. As I wrote to their illustrious CEO, Randall Stevenson, this is a product that was launched before it was ready and we were all unwitting beta testers without the benefit of no charge. Admittedly, I drank the Kool-Aid and still, should not be penalized with an "early termination fee" for a system that LITERALLY kept me in the cold, outside my home on more than one occasion because the application was inaccessible from my mobile device.

Community Support

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6.9K Messages

5年前

@DLife15 I will be more than happy to take a look at your account and see what is going on. I would need you to private message me your name, address, call back number and brief description of your concern. As there are so many posts and private messages, it's sometimes hard to go and search for your original post. Thank you for your patience and we will see what we can do to assist you.

Contributor

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3 Messages

5年前

This is DLife15. Didn't see an obvious way to "private message" you, so, if this is "private," let me know and I'll gladly send anything to you that you need. Thanx in advance.

Contributor

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2 Messages

4年前

digital life has been a night mare for us.   Worst thing we ever got into.   

New Member

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7 Messages

HA!

j.holmes

Scholar

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187 Messages

4年前

@Sorley

 

As a fellow customer--sorry to hear about your disappointment.  Indubitably, I understand your sentiments.  AT&T DL has the potential to be a great product.  However, it doesn't seem like AT&T is investing in the product to make it better.  My most recent frustrations are centered around their unwillingness to optimize their website to work w/ Safari internet browser.  

 

I am now in an interesting space.  I invested a lot of money in this system up front (e.g. cameras, light control switches, etc.) and it upsets me to think about having to start all over.  Considering AT&T did not install any of the light control switches, the electrician expense alone was costly.  

Community Support

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6.9K Messages

4年前

@Sorley Hello. I just responded on your other post, am hoping that you see it. If not , I will respond to you here as well. I assure you that this is not the experience that we want for our customers . If you would please click on my user name and then click "Send PM" to send me a message with your name , address, contact info and account number, I will have a specialist reach out to you directly to resolve the issues. Thank you

Tutor

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7 Messages

3年前

this is not a solution I still need my billing resolved for crappy service.

Community Support

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6.9K Messages

3年前

@kjoseph0101   Hello. The system goes thru automatically and updates older posts. If you would like , please click on my user name and then click "Send PM" to send me a private message with  your name/account number/address and what the issue is and I will assist in getting it resolved for you. Thank you

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