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Tutor

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2 Messages

Tue, Feb 2, 2016 6:11 PM

NO SHOW for SCHEDULED APPOINTMENT

I have been an AT&T customer for as long as I can remember and I have never been so disappointed in the service that I received (or didn't receive) for my Digital Life Installation.  I was scheduled for my installation on Jan. 25th to show up between 8-12.  I rec'd a phone call around 10:30 saying that the tech was running a little behind, but he would be coming. . . so I extended my vacation day from 1/2 a day to a whole day.  I started calling customer service at 1:00, called again around 2:30 again at 3:30 and each time was told that someone would be at my house to install my security system. . . .Finally at 5, I called for the final time and was conferenced in with the dispatcher and was told at that time there had been a scheduling issue. . .REALLY???? I wasted an entire day of vacation for nothing, needed to be at work due to this is a very busy time of year for me because I work in finance, and sat waiting ALL DAY LONG!!!  The local AT&T gave me credit for the installation (which was very kind of them), but I am still not satisfied!!! I make more in a day than what I was credited on my account and I think more should be done!  Once the appointment was rescheduled, and someone did actually show up . . . the tech that installed our door lock, did not have it working properly before he left because he said he was not responsible for adjusting the face plate and told my husband that he would have to get that working properly and he hit the road.  I have to say I have never ever complained about anyone or anything like this, but burning the day of vacation upset me so bad that I thought someone needed to know. . . How will I know that this will get to someone within AT&T that actually cares about what has happened?  Please respond to me if you in fact read this post. . .Laurie

Responses

Contributor

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1 Message

2 years ago

I was told by AT&T that a technician was coming out last week and he did not show up. I called back and received profuse apologies, and the appointment was rescheduled, but again a no show.  I do legal work and went to a lot of trouble to reschedule to be at my one hundred year old mother's home for the 10 hours between 8:00 a.m. and 12 noon both days; and I travelled 4 hours each time to be there. I also lost a great deal of money in work hours. Because of the technician not showing up the first time, I called before the technician was to arrive the second time around 10:00 a.m. and was assured the technician was on the way. Again the technician did not show. I called around 1:OOp.m. and was told the customer service representative did not know what had happened and was profusely apologetic,and told me she would certainly check it out and get back with me in no more than 30 minutes. By 3:00 p.m. no one had called, and I called back, and was told I would be called back in 30 minutes. Because of my previous experience, I stated I preferred to wait and was hung up on. My mother remains without telephone sevice and her security system is not working without the landline. Does anyone know how to get AT&T to honor their word? This is a very dangerous situation for my mother.

Brand User
ATTDigitalLifeCS

Community Support

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5.7K Messages

2 years ago

@hfcola  Hello. My apologies that you have had  these issues. From reading your post it looks like the issue is with the landline service? You posted this in the Digital Life Forum so I am just ensuring that I understand which product this is regarding. Would you let me know the product and if you would then 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 can reach out to the correct group and have someone contact you from there to resolve this. Thank you

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

2 years ago

We had a business landline inside wiring job to get completed and  scheduled date of 1/8/2018 from 12pm to 4pm, During that window we called AT&T at 2pm to see why no one was there yet and we stayed on multiple phone calls between 2pm to 4:45pm wasting 2hours and 45 minutes on phone calls and they still didn't show.  They kept telling us they would have dispatch contact the technician to see where he was at and they would give him our number to have him call us.  None of this happened and we ended up with no call back and no show on the appointment.  This is for our business lines in San Jose, CA.  AT&T should be held liable for paying for our lost time when they do not show up.  Who is in charge of enforcing they are penalized for not meeting the scheduled appointment time??

Brand User

Community Support

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5.7K Messages

2 years ago

@morphme728  Hello. You posted this in the AT&T Digital Life Forum. Unfortunately, I do not have the knowledge to be able to assist you with this. Have you tried posting this in the phone  forum?

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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