How to Contact a Manager or Escalation Team Member that Can Resolve a Problem
All I want to do is order an AT&T service that decidedly available. Because someone entered information into the main computer inaccurately, I have hit both a cycle of frustration and a dead end. I've spoken with three customer service reps and a technical service rep. I've "chatted" online and sent email message. AT&T reps agree that the problem is on their end, but are powerless to help. I would like to speak to someone who can, in fact, resolve the problem. I've never had so much trouble buying something, or becoming contractually obligated to pay a monthly fee.
The problem: Uverse Digital TV is available in my area. It is available next door to me. And next door to them. And next to them. And at the house across the street. And next to that house. Indeed, I have put EVERY street address on my block into the AT&T website and verified that Uverse Digital TV is available at every single one of them. I've watched Uverse on my neighbor's TV. Customer service has verified that every address on my street has access to Uverse Digital TV. Except mine (I have Uverse Internet). They have agreed that this makes no sense and that it must be a computer error, surmising that my address didn't get entered into the system. Yet, there is nothing they can do. Dead End. I can't simply can't order the service. Perhaps its the lawyer in me, but I can't accept that the evidence is undeniable, everyone acknowledges that the service MUST be available at my address. Yet, no one can do anything because information was entered inaccurately into a computer. Frustrating!
This forum is my last attempt to stay an AT&T customer, to bundle services and sign a contract before throwing in the towel and signing with another company for all my tv/internet/wireless needs. I've been routed to technical service who routed me back to sales. I've "chatted" online. I've been sent to a website to request service (in April and again in Sept), only to receive a computer-generated message: "not available in my area." I can't speak to a manager, or escalate this resolveable concern to anyone able to help. I've been told a technician can't be sent to verify that Digital TV is, in fact, physically available to me because 'the computer says it is not.' Reps agree that it is clearly available, that it is a computer input error, that there is no technical, reasonable reason that my house would not have access when all my neighbors do. Yet, there is nothing they can do and no one I can talk to.
Hopefully, this post will get to someone who wants to help get, and keep, my business.