Worst customer service experience ever
Before my rant on horrible customer service, I'd like everyone know that the AT&T digital life product is far superior to the 15 year old ADT system we replaced. We are very satisfied with the equipment and the app (although the optional tablet control is a complete waste of money). The problem is with their customer service. Here's my story:
We purchased the digital life equipment for over $700 - didn't want to lease. This was our first mistake since AT&T charged us immedately for the equipment even though we had to wait 60 days before we could arrange an installation appointment. While the installer was competent and was able to install most of the equipment, he wasn't able to install the outdoor cameras or the automated door lock. He also for some reason didn't bring signs or stickers (you'd think AT&T would want the free publicity!) and didn't return with them as promised - we had to order them. Also, one of the smart plugs was defective and he didn't have any spares - we had to order that as well.
Since we paid for equipment (cameras and lock) that couldn't be installed, we sent it back using the return sticker provided by the installer. We assumed we'd get a refund for the returned equipment but the refund / credit was never processed. We were also charged the monthly billing rate based on the original equipment order and expected a credit for the $10 additional monthly billing. Apparently the installation people don't communicate with the billing people.
After several calls to probably the worst 'customer service' reps I've ever encountered I give up. The reps have no concept of what proration of monthly service charges means - and now have reconciled myself to the fact that the first month overcharge will never be credited. I asked to speak to her supervisor - the supervisor was as uninformed as the first rep. I asked for the supervisors' supervisor but she indicated she didn't have a supervisor - I had apparently reached the top of the food chain. I then asked for the status of the refund for the equipment I had returned - I was surprised when she indicated that no refunds are given for returned equipment. So I guess I should have kept that equipment and sold it on eBay? BTW I asked the rep who trained her and she responded the international AT&T trainers train all the agents in Jamaica.
A few days later I called back, spoke to another 'customer service' rep and asked again about the refund for the returned equipment. She indicated the equipment was received and the refund would be issued in 3-5 days. She promised to call me when the credit was processed - great to hear that but I'm still waiting almost 2 weeks later. I know the call will never happen, but I will continue to pursue this.
If I had to do it over, I'd sign up for the base package, lease the equipment, and add equipment as necessary when the installer arrived. I'd never ever prepay anything, but since it's too late for that, I'd like some recommendations on how to resolve these issues.