nosnilmo's profile

Contributor

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1 Message

Sat, Mar 24, 2018 12:45 PM

Dishonest and Inefficient Experience for a new customers

I started the process of switching from Comast to U-verse in earlier February.   When I made the call to AT&T to make the change the package was explained to me and I was promised a $350 gift card once I activated service. We booked the install the 1st time.  On the first day the installer arrived two hours past their window and showed us the phone numbers he had and they were both wrong and this is why he didn't call.  He couldn't do the install because the fiber cable needed to be tunneled under my drive.  I was told I'd receive a call.  Over a week goes by and no call, so I call.  Am told, we should be able to set the install.  We set it for a Saturday and the installer shows on Tuesday.  Says he can't install because the ticket is set for Saturday - AT&T's mistake.  Somehow the system gets messed up because the installer never comes Saturday.  I call back and AT&T says we need to reschedule the install.  I patiently say OK and we set it for Thursday.  I take off work early Thursday to ensure someone will be home.  I get an e-mail from AT&T saying that "sorry we missed you" and the install needs to be rescheduled.  I call AT&T upset because I took off work early and the installer never came to the house.  I tell them their installer is playing a game and I want a different person assigned.  We set the ticket for Saturday and the installer actually arrives and does a good job.  He tells me my house is the first he has done in my area and he is normally assigned to a different area.  Thank you AT&T for at least honoring that request.  Now I have service and I go to claim my reward and the website has $200, but I was promised $350.  I call and the agent says it will be fixed and gives me a ticket number.  Today I check the website and not change.  I call AT&T and get the run around until I get to the Rewards Dept. Supervisor and he apologizes for the other agent misleading me and I am only eligible for $350.  It is unbelievable to me that a company can operate like AT&T does and be treat their new customers as dishonestly as they have treated me.  If my options were more than AT&T and Comcast I'd be looking to drop AT&T.  By the way AT&T, all my cell service is with you and you are getting $500 a month out of me for that.  Seems like more care should be taken is how customers are treated.

ATTHelp

Community Support

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192.3K Messages

4 y ago

Hi @nosnilmo,


I am sorry you have had to go through this experience. I am pleased to offer assistance into this!


I completely understand how important it is to have your tech arrive when scheduled and we definitely want your rewards information to be clear and straight forward. I am going to contact you via private message to provide the best assistance. Please keep an eye out for it as it will appear on the upper right of the screen.


Have a great rest of your day!


Geovanni, AT&T Community Specialist  


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