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seano99's profile

Tutor

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5 Messages

Sun, Apr 10, 2016 1:24 AM

Digital Life - Worst Experience for my wife and me. Extremely disappointed!

We thought this service would be a great addition to our already existing direct tv / uverse / cell service. So we made the call and discussed options with rep and got the process started. 

 

First sign of internal disconnect was the incorrect items being shipped to our home. From there on it only got worse.

 

First technician spent 12 hours drilling holes in our brand new home to find out at the end of the day he could not complete and we would need an additional visit. This was disappointing as I had taken the day off work after waiting a month for service to be installed. Tech also left leaving our home a mess with drywall dust around every hole drilled and an attitude that was taken as it's your problem.

 

Second tech came out a few days later stating he did not know why the first tech did what he did, drilled more holes, installed more items and once again could not get system to work. Said another tech would have to come out. Extremely frustrated at this point and wife had to take another day off work.

 

Third tech came today looks around and started using profanity to describe the situation. I'm not sensitive at all but come on your in someones home with family. Tech moved main box and hours later I'm told the system will not work in this area. I now have a brand new home with a tremendous amount of holes drilled inside and out. Through stucco and drywall! 

 

We are beyond angry at this point but I try to keep my cool. I call customer service to figure out next steps, on hold for 35 min rep picks up and I explain the situation, rep states I need to discuss with retention specialist. I'm confused but say OK if that the process. Note I wanted the service but am told it will not work. He explains this is the process. OK thanks, transfers call.

 

I get transferred to a message stating the department is closed and to call back another day.

 

AT&T this is despicable! Someone from corporate should call me and do everything possible to keep me from canceling all services. I run a company but I would not last 6 months if I treated clients this way.

 

To top it off I'm also told we would have another technition have to return to remove all equipment from home which means another day off work.

 

Beyond Words.

 

directv_123

ACE - Guru

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899 Messages

6 y ago

Sadly, this appears to be a pattern... My sales experience was a nightmare, but the install was well done. The service gets a "B" in my opinion. I wish you luck, you may want to consider a small claims suit. I doubt ATT would appear, and you would prevail if you document your case well. -NP

Tutor

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5 Messages

6 y ago

Thank you NP. It's been horrendous.

iobunny

Scholar

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307 Messages

6 y ago

I'm sorry to read your horrible experience, it sounds extremely stressful and frustrating. I had issues which I posted on here and ATTCS did a great job in restoring our confidence in the service. I would say forget the help lines, they're awful! Wait for ATTCS to pick this up or email them directly. They're great at resolution. The only confusing part I find is that Digital Life techs normally check the signal prior to starting work. How could the system not work after 3 tech visits? Did the first tech not do a signal test? 

I hope you get this rectified as the system is awesome once it works....please keep us posted!!!

Tutor

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5 Messages

6 y ago

Thank You iobunny. It has been a mess but hope it can be fixed. The signal test I was told was done but I recieved conflicting information from following techs.

Community Support

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6.5K Messages

6 y ago

Hello @seano99

 

Please see my private message to you.

Tutor

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5 Messages

6 y ago

Nothing has been accomplished at this point. Phone rep actually told be that I needed to pay $99 to get another technician out to fix!!! I explained it never worked. She said this was protocol then we got disconnected while she was waiting for a supervisor. WOW!

 

This is astonishing and there is no resolve!!!

 

ATT you asked for account information but my wife and I are left here scratching our heads and everytime we speak to someone the answer is different.

 

Currently I set up an appointment with another rep online for this Saturday. Not sure what is going to happen but I'll keep you posted.

 

Extremely disappointed!!

 

 

Tutor

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5 Messages

5 y ago

We were forced to cancel as technicians could not get service to work. So much time and energy has been wasted it's despicable.

 

Adding insult to injury, received a bill for $592 for cancellation of a service that never worked in the first place and were told we had to.

 

This has been the absolute worse experience.

 

Really hope someone with upper management reaches out. We are furious.

The situation is only getting worse. Adding insult to injury, recieved a bill in the mail for $592. We have wasted so much time trying to fix this only to recieve a bill. This has been the worse experience we have had with any service provider. The situation is only getting worse. Adding insult to injury, recieved a bill in the mail for $592. We have wasted so much time trying to fix this only to recieve a bill. This has been the worse experience we have had with any service provider.

The situation is only getting worse. Adding insult to injury, recieved a bill in the mail for $592. We have wasted so much time trying to fix this only to recieve a bill. This has been the worse experience we have had with any service provider.

mlr42002

Teacher

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18 Messages

5 y ago

I have had very similar experiences and I am really regretting my decision to use this company.

Contributor

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1 Message

5 y ago

I am a retired AT&T employee and hate to bash the home team but they severly lack in accountability and follow through. The representitives fail to provide names and leave you on hold hoping you will go away. I wish I had not decided to have the service installed. My initial order was not installed properly. The order did not have all the equipment I requested to be installed. The package was to include two cameras at a reduced cost. The installer did not have them on his truck and he assured me it could be resolved at a later date. After several calls and being on hold for literally hours there resolution was to allow me to get one free camera and one at cost which was near the origionl quoted cost except they wanted to charge me for sending a truck and installer $99.00. So, it was determined that I should pay an additional installation charde for a Digital Life order error. I said this was unacceptable. I asked to speak to the supervisors manager and was basically told none were avoialable and I was given an address to write a letter to explaining the issue for exculation. This is not a way to get customer satisfaction.

Community Support

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6.5K Messages

5 y ago

 @mlr42002 please see my reply to your post concerning your issues.

 

Hello @srtrumm

 

We are listening and want to help you! I am sorry to hear of the issues you have experienced. We appreciate you trusting us to help keep your home secure. Our Customer Support Leadership would like to investigate this matters. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:

  • Your name
  • Account number
  • Address
  • Contact number
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