No show for scheduled appointment
I was contacted by ATT digital life on 9/7/18 with reports that smoke detector has gone offline and when I get home to call to troubleshoot it. I called and the troubleshoot was ineffective so the technician set up an appointment for the following for a technician to come out for repair. The technician came (2 hours after window of the scheduled time but the supervisor contacted me with a courtesy call and notified me of the delay in time). When the technician came the smoke detector had went back online prior to his visit so he could not find an issues. He attempted to reset the main modem to see if that would correct any issues. He stated that if it occurred again, he would recommend replacing the equipment. The smoke detector went offline again a few hours later during the middle of the night which is very dangerous. I called the next morning on 9/21/18 to notify someone that the issue has not resolved. He immediately apologized, asked my availability, and scheduled me for TODAY 9/29/18 for equipment replacement between 8am-12pm. NO ONE showed up. I called and speak a technician to with Caribbean accent that informs me that I did not have anything scheduled today. I informed her to please review my account and she could see notes from the previous phone call on last Saturday (9/22/18). She then tells me the last time I called was on the 15th. I explained to her that was incorrect and she need look again. She then says she only sees where someone was out on the 21th and we need to troubleshoot again. I explained to that needed to review the notes from the technician visits on the 21st and read the recommendations. She then tells me that she now sees the call on the 9/22/18 but I do not have an appointment scheduled for today. She ignored my responses and REPEATEDLY STATED THAT "YOU DO NOT HAVE AN APPT TODAY." NO APOLOGY, NO ASKING TO RESCHEDULE OR ATTEMPT TO RESOLVE THE SITUATION. I asked to speak to the manager as she did not attempt to resolve the issue. She acknowledged and placed me hold. Fast forward 5 minutes she gets back on the phone and tells me that the supervisor is on a the phone helping another customer and has scheduled me for October 1st between 8am-12pm. I informed her if would have been appropriate customers service to ask me my availability before scheduling me as I work M-F from 8am-5pm. She then what is your phone number so that the supervisor can call you back to schedule you. I gave her my number and proceeded to explain to my distrust that a supervisor would return my call and that she could ask me my availability to schedule the appointment. She then said ma'am what is your availability I gave her Saturday after 1pm. She said a supervisor will call you to schedule. I asked her why can she not schedule the appointment? She stated she could not and the system would not allow her to as well? I said wow really? You just scheduled me for Monday but you cannot schedule me for Saturday? She stated the supervisor will do that when she calls. I explained to her that is imperative that she schedules the appointment or I can disconnect the services due to her lack of customer service skills and lack of courtesy towards a customer. She then stated ma'am you are now scheduled for Saturday 10/6/18 and here is your appt number. NO APOLOGY, NO EFFORT TO RESOLVE, AND NO COURTESY TO MYSELF AS A CUSTOMER FOR OVER 2 YEARS. I still requested a call from the supervisor regarding her actions but I am very that the call will occur at infinity. I am VERY FRUSTRATED WITH THE LACK OF CUSTOMER SERVICE FROM THIS LAST CALL and also that my smoke detector continues to go offline primarily in the middle of the night putting myself and my child at high risk if a fire occurs. Hopefully I will be contact by a supervisor.