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pettigrew.24's profile

Contributor

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1 Message

Thu, May 31, 2018 10:16 PM

Installation Service (Technician Missing the Appointment Issues)

I had no one show up for my installation today. I called an hour before the appointment to confirm a technician would show up because I know this never goes how you want it and the lady (Leah - they refuse to give last names) told me that I was good to go. Fast forward to 15 minutes after my 2-hour technician window had gone by and no one showed up I called at&t support only to get no answers about the delay from Maria (again no last name). In the middle of the call I was abruptly transferred to Barbara who had no knowledge of my current situation so I had to start over and inform her no one showed up for my appointment. She then said certain states are witnessing walkouts from technicians. Can anyone corroborate this? If so, why was I never told about a possible delay until I spent 2 hours on the phone after my appointment window ended just to get that answer? I then had my girlfriend call because I lost patience during my work day to sit on the phone with a dysfunctional corporation for any longer. She spent another two hours talking to various people and was held in a retention holding line multiple times in order to get connected to a local group to reschedule. She demanded that we should be first in line for a new appointment at the beginning of the next business day along with every one else affected by these "walkouts." The only answer she was able to get was that the appointment could not be rescheduled in 24/48 hours. What an unsatisfactory experience. I would just like to know if any one has had similar experiences and if any one at at&t is ever held accountable for this kind of continual negligence. No one at support provided any sort of help that we would ask for for the amount we signed up to pay monthly. We are people with our own schedules not some continual revenue stream for the company where you can just cancel and reschedule appointments with no warning. 

ATTHelp

Community Support

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203.5K Messages

4 years ago

Hello @pettigrew.24,


Thank you for bringing this to our attention. The experience you recieved is definitely one we do not wish for anyone to have. Your concerns are absolutely important and we definitely want to make sure we get to the bottom of this. I would love to help!


So we can take a closer look into this, I will be sending a private message to gather additional details. This way we can work together to ensure this has been taken care of properly. Please be on the lookout for my message.


I hope you have an amazing rest of your day!


Vanessa, AT&T Community Specialist 

Contributor

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2 Messages

4 years ago

My tech did not show for an appt in May, shortly after being connected. I was told I didn't answer YES to the appt text. On my phone I can't reply to a text unless there's a real number.  No show. Anyway the tech showed today; my issue has been a problem since half a... connection 2 mo ago. Hopefully a readjustment to my acct will be made.  See my blog under channels freezing and freezing and slow internet connections. 

Contributor

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1 Message

4 years ago

10-29-2018; Today is the third consecutive no show of our technician to simply re-install and align our Direct TV satellite dish. The most frustrating parts of this issue is, the technician never called to say that they could not keep the appointment any of the three times; secondly, when we called to ask about why the appointment was missed, we received a steady stream of lies about the problems. (for instance) the first time we were told that the equipment we needed for our re-install was on back order and not available for the technician to install (a lie) since the equipment needed was already on site to be installed as a "re-install" and not a new service. (Third) the next day when the technician was supposed to be here, again the time frame came and went without a phone call and when we called again to ask why, we were told the service was put on hold because a technician had been to our home and said that there was an unsafe situation and was only rescheduled for a third day because we called, another lie since there was never a technician at our home to survey any conditions for a re-install. Today is the third day and not wanting to take any chances, we called to make sure that there were no holds on our install and that the technician would be here. we were again re-assured that everything was fine. As the time of between 8:00am and 12:00 noon was closing and it was 5 minutes till 12:00 noon, we called Direct TV in Dallas, Texas, only to be told that they had contacted the technician and he was headed our way and would arrive shortly. At 12:20 pm, I had to leave my wife and a good neighbor here to handle the re-install when he arrived, (FAT CHANCE) again the technician who we were promised was on his way never showed for his scheduled appointment. It is the Lies, Deception and Lack of Customer Service that anger me so, and all the while we are paying $9.00/mo. for a Service Contract and after being without Direct TV for two months and keeping up on our monthly billing, I come to believe that I am the only one with Integrity here. AT&T have more reasons for not being able to provide Customer Service than they do for taking care of their customers needs. My next step will be to send a copy of this to my States Attorney General and our states BBB asking for their assistance with our issues and I encourage all of you with similar complaints to do the same. I figure that there should be some reimbursement of monthly billing and contract payments as a result of the dereliction to Customer Service, and I also believe that whomever is their training officer should be fired and/or replaced so that when we customers call, we get to the right department and not be put on terminal hold, in some cases, as long as twenty minutes while they look for an answer to a question or for a supervisor who should only be a phone line away, and direct connection to them. In more than one case, my telephone calls were answered by a call service in the Philippines and shuffled around to many departments before actually reaching someone who would tell you what you wanted to hear rather the truth.

   Un-happy and Un-Satisfied in Idaho !

 

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