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rtunas67's profile

Contributor

 • 

1 Message

Sat, Jul 5, 2014 9:27 PM

Poor Service

Today we had the worst experience ever with AT&T Uverse. Wednesday July 2 a firetruck came down the street ripping the wires off of my neighbors house. Since she has Uverse Voice she had no phone. I explained this to the tech support people in I believe India and they said they could not get someone to come out until today the 5th of July. Again I explained to them that this was not at my address and I was calling because the neighbor had no phone service. I was not happy about the response time first of all. Today I get a a call from the repair technician and explained to him what had gone on with tech support people. His response was he would not be able to make the repairs because they put the repair ticket down as my account number instead of my neighbors account. Now because of this my neighbor has to wait again another day to get her service back. My feeling is that because the tech support is farmed out to whoever has the lowest bid (AKA India) there ended up being a misunderstanding that is not acceptable. This kind of service is the prime reason I left Comcast. What has to be done do I have to leave AT&T to get service for repairs? You need to look into how this was handled and above all I WANT a response as to what will be done in the future to keep this from happening again.
docbombay

Guru

 • 

1K Messages

8 years ago


@rtunas67 wrote:
Today we had the worst experience ever with AT&T Uverse. Wednesday July 2 a firetruck came down the street ripping the wires off of my neighbors house. Since she has Uverse Voice she had no phone. I explained this to the tech support people in I believe India and they said they could not get someone to come out until today the 5th of July. Again I explained to them that this was not at my address and I was calling because the neighbor had no phone service. I was not happy about the response time first of all. Today I get a a call from the repair technician and explained to him what had gone on with tech support people. His response was he would not be able to make the repairs because they put the repair ticket down as my account number instead of my neighbors account. Now because of this my neighbor has to wait again another day to get her service back. My feeling is that because the tech support is farmed out to whoever has the lowest bid (AKA India) there ended up being a misunderstanding that is not acceptable. This kind of service is the prime reason I left Comcast. What has to be done do I have to leave AT&T to get service for repairs? You need to look into how this was handled and above all I WANT a response as to what will be done in the future to keep this from happening again.

I would suggest that you contact @ATTHelpForums via private message. These are not the same people as the CS/TS reps you call--they are social media managers who can connect you with the right people to escalate your issue. Include your name, account number and your contact information. Watch the blue envelope at the top right of your screen--they usually reply within 1-2 business days.

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