AT&T sent me a wired vip1200 Set Top Box to replace my Wireless VIP2500 STB. I hate AT&T!!!!!
One of my 2 wireless motorola VIP2500 STB's died completely no lights 100% dead.
So attempt#1 to troubleshooting via phone app. It claims to be sending a replacement receiver and I'll get a text message when the replacement order goes through. Of course it does nothing and no text comes the next day.
Attempt #2 I go online and do a chat, representative orders a replacement. 3 days later I receive a vip1200, which is useless since it isn't wireless and at&t removed all my wiring years ago. I never receive an email, so I don't know what model they are shipping until it arrives. When I check the chat transcript I realize the representative somehow misspelled my e-mail address(which hasn't changed in the 10+ years I've had U-verse), sending my personal account info to a random email address.
Attempt #3 Call 1-800-288-2020, I get sent to a terrible offshore representative, who says she's going to replace stb with a wireless one again. When she goes to process the order she tells me the wireless box will cost me a $50 one time fee. It quickly becomes apparent, she clearly has no idea what the situation is or what's she's doing. She blames the chat representative for making a mistake, but has no idea what that mistake was, and can't tell me what model she will be sending, so I have zero confidence in her to get it right.
Attempt #4 She transfers me to her "supervisor" named May Employee #MM102H another offshore representative, who speaks even worse english. She makes sure to thank me every 5 seconds, but still seems completely clueless. After an hour, it turns out both the representatives are in the billing department, and somehow still haven't figured out how to send a replacement.
Attempt#5 May transfers me to technical services dept, which takes 15 minutes of May and me sitting on hold. Employee named "Ris" #SC619C. Technical support also seems clueless, but at least they can tell me what model numbers they think I already have on my 4 stb's. Well ok actually on 3, because the broken receiver doesn't show up, since it isn't receiving power, so that's useless. Technical support claims they are sending a vip2500 tomorrow, we'll see if it actually shows up correct this time. I'm told I'll receive a confirmation e-mail. When I ask if the e-mail will come today, Ris tells me, she has no idea, it will probably arrive sometime this week, well that's useless.
After the call I'm asked to stay on the line at take a survey. It asks if I want this employee to take my call next time. I say no, it asks why? and says to leave a comment...then it says goodbye....then if you keep waiting it starts over. It's clearly just a recording it's not actually recording responses, it plays on a loop, and has pauses to sound like it's responding. Thanks for wasting even more of my time!
Well there's 1 hour and 46 minutes of my time stuck on the phone I'm never getting back.
This has happened to me multiple times, AT&T's equipment replacement system is completely broken. I end up each time something breaks, having to ship a stack of equipment back to AT&T. This time I also plan to videotape myself handing the broken receiver, and the incorrect wired receiver to the ups store, since last time after saying they received the receivers, they charged me 6 months later saying the never got it.
AT&T needs to fire all their employees or at least bother to train them for more than 1 minute.
UPDATE 4:36pm 9/4/2019:
AT&T is the WORST. I just got my confirmation...and as I expected they are overnighting me ANOTHER wired vip1200! I'm going to end up having to get a truck rolled to deliver a G*&D@#$ wireless receiver, because clearly they are entirely incompetent.
And now I've been waiting 15 minutes and still haven't even got a representative to answer.
PLEASE HELP @ATTCares