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toyohtadude's profile

Contributor

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1 Message

Wed, Sep 5, 2018 2:28 PM

*Scheduled* receiver replacement?

I worked with an AT&T technician who determined my wireless receiver needs to be replaced.  He placed the order on Aug. 24th to have a box drop-shipped to me where I would swap the receiver and return the defective unit.  I was told 2 - 3 business days.  On Sept. 2nd, this past Sunday, I chatted with another support person and explain my situation.  They apologized and told me it would be there the next day, on Monday.  I told them Monday was Labor Day, would they still deliver?  The tech said yes, it would be there.  Today, the unit is still not here and when I spoke to a representative online, I was told it was scheduled for the 8th?  I do not understand why a drop-shipment for me to replace is *scheduled* and why I have to go without TV for two weeks.  This should have been placed in a box and sent to me within a few days.  AT&T feels it is completely acceptable for a customer to go without service for two full weeks?  Amazon can ship me stuff next day, two days, etc.... why can't AT&T customer service pick up a box on the shelf, slap a label on it and send it?  I'm in Austin, TX, one of their major hubs.  I'm betting it could have been picked up and delivered in one day.  

 

I'm very frustrated and already looking at competitors and their pricing to see what options I have.  The lack of customer service and being lied to twice for the same case # is totally unacceptable.  Everything had been great and this was my first customer service experience.  AT&T, you have one chance to make a good impression... you've failed.

Accepted Solution

Official Solution

ATTHelp

Community Support

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203.6K Messages

4 years ago

Hi @toyohtadude,

 

It is never our intention to mislead.

 

You can check that status of your order in our Order Status page. Just enter your order number and zip code, or sign in to get started!

 

Let us know if you have further questions!

 

Rury, AT&T Community Specialist

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