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docktorv's profile

Tutor

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7 Messages

Thu, Apr 9, 2015 6:00 PM

Unsatisfied Service?

I don't believe my unsatisfied service is even a question. It's a fact. I'm sure the notes on my account would reflect the amount of phone calls, lies from employees/customer service representatives and the amount of time I spent on the phone in a two week period. Unfortunately, the only service allowed in my new complex is AT&T. Myself among many residents already complained. After spending 5-6 hours total on the phone with CS Reps and many disappointing times of expecting phone calls back but never receiving one the final verdict was to cancel my current account and set up date that I had in the promise that someone would be able to come by Friday April 3rd, if not, the latest would be Monday April 6th. Not to my surprise (I'm use to have your company works) that was a lie as well. The man by the name Donnie was the one I was to contact who set up the service for my complex, BluWater, in Jacksonville, FL. Terrible, terrible service from him. And to now have to pay an activation fee because I renewed with him because he PROMISED that I would get my service on Friday, Monday latest.

 

On top of his lies and not being able to follow through with what he had promised a customer, there was many other let downs amongst this horrendous process. Not only did two CS Reps say they’d call me back if we got disconnected, but one of them disconnected me and never called me back while the other said she’d call me back within an hour and I never heard from her again. Maybe they got sucked into some time vortex where they lost track? I hear that’s popular in AT&T offices now. When I was a CS Mgr at Time, Inc., reps would get in so much trouble for not calling back a customer by end of business day if they had taken that call. Perhaps you have different standards for customer service metrics you need to obtain?

 

I’m floored at the overall service I’ve received. So very disappointing.

Community Support

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6.7K Messages

8 years ago

Hi @docktorv,

 

I am so sorry about the issues you have had with the U-verse service and how it is being handled, but I will be glad to help. I will be sending you a private message to gather more information.

 

-David T

Tutor

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7 Messages

8 years ago

I hope replying doesn't mean accepting your solution. 

 

I've replied back to you on April 10th at 8:51pm with my phone number and account.

 

I replied again yesterday (twice), the first was resending the email from April 10th and then asking you to confirm you've received it.

 

I have yet to hear back. 

 

I refuse to pay my bill until this gets resolved.

Community Support

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6.7K Messages

8 years ago

Hi @docktorv,

 

I apologize, as I have not received a response from you. If you could please send the information once again. Be sure to check your sent messages folder in your private messages to see if it went out.

 

-David T

Tutor

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7 Messages

8 years ago

I just send ANOTHER. Please confirm you've received that. Why is it that I receive messages from you in both my AT&T email account that is an exact duplicate of what I receive in my community email box, yet you only account responses from my community account?

 

In case you don't get it, what I'd like to know is:

 

  1. Why did I cancel my previous account with AT&T with an installation that would have been free to now having a $49 activation fee?
  2. Is this person “Donnie” that I even spoke to a reputable employee? From what I’ve gathered from most people I’ve spoken to in the complex, he pulled the same scam with the rest of them only to obtain a commission for getting new accounts to sign on.
  3. Where is my $50 credit I was promised on my account?
  4. Where is the free Amazon Prime I was promised by Donnie.
mibrnsurg

Expert

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20.4K Messages

8 years ago


@docktorv wrote:

I just send ANOTHER. Please confirm you've received that. Why is it that I receive messages from you in both my AT&T email account that is an exact duplicate of what I receive in my community email box, yet you only account responses from my community account?

 

In case you don't get it, what I'd like to know is:

 

  1. Why did I cancel my previous account with AT&T with an installation that would have been free to now having a $49 activation fee?
  2. Is this person “Donnie” that I even spoke to a reputable employee? From what I’ve gathered from most people I’ve spoken to in the complex, he pulled the same scam with the rest of them only to obtain a commission for getting new accounts to sign on.
  3. Where is my $50 credit I was promised on my account?
  4. Where is the free Amazon Prime I was promised by Donnie.

#3,4 are at the Reward Center:

 

https://rewardcenter.att.com/

😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Community Support

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6.7K Messages

8 years ago

Hi @docktorv,

 

We received your message. If you were trying to respond to via E-mail, that was probably the reason we did not receive your message. I apologize for any inconveniences.

 

To respond to a private message, please access your community inbox.

 

-David T

Tutor

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7 Messages

8 years ago

No need to respond. I've filed a BBB complaint.

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