Check out AT&T's Valentine's Day Gift Guide for ideas & deals on the new Samsung Galaxy S23!
11daysnopower's profile

Contributor

 • 

2 Messages

Monday, September 16th, 2019 8:16 PM

Installer cut electrical line 11 days ago - horrible customer service!

I am wondering if AT&T provides additional compensation for property damage and/or lost time from work (home business).  After the past 11 days, I am assuming that is not going to happen, but if anyone else has had success getting AT&T to make them whole again after property damage, I would love to hear how you got it done.  

 

We had uverse and internet installed 11 days ago.  During the install, the installer cut an electrical line which resulted in no power to about half of the electrical outlets in our home and the lighting in our living room.  The installer suggested we find extension cords so we could complete the installation.  He said he would make a damage claim with his boss and we would get a call on the following Monday (install was on a Friday night).  After installation, we noticed we did not have HD which was supposed to be a part of our plan.  We spent over 3 hours the next two days on the phone with tech support just to get the HD channels to turn on.  They insisted repeatedly that we would have to pay for an upgrade to premium HD channels.  Eventually they actually looked at our offer and decided that we were right and should have had HD all along.  Monday came and went without a phone call regarding the electrical line.  We started doing our own research and found a company called Sedgewick that handles property damage claims.  We opened a claim with them and got a claim number and assurance that we would hear back from them soon. 

 

During this time, our service was very spotty.  The TV would cut out often, missing 3-5 seconds on live TV (longer for DVR'd shows).  Our internet would often drop as well.  We also did not hear anything from either AT&T or Sedgewick regarding our power line.  We made several calls to Sedgewick and only got voicemail.  Then on Friday our receiver stopped working.  We called tech support and they said a new one would be overnighted to us.  It did not arrive on Saturday as promised.  On Sunday, we lost internet for the majority of the day.  When we called tech support, they offered to send a technician.  We asked about the receiver that had not arrived and we were told that it was not in stock so it never shipped.  After this much frustration, we told them not to worry with sending out a technician and we called to cancel our services today.  After running through all of these issues with the customer loyalty department, we were told that receivers are never overnighted so the tech should have never promised that.  We were also told that a AT&T technician could fix our electrical line.  All we needed to do this whole time was just schedule a technician.  This is extremely frustrating because we have talked to several people in tech support over the past 11 days and every time we mentioned that we were still waiting on someone to fix our electrical line and needed to know who to contact.  Why was this not suggested earlier on?  We have been without power to about half of our house for 11 days.  I work from home, relying on consistent power and internet and this has effected my business.  

 

I am hoping the technician will actually be able to fix our electrical line tomorrow.  However, I am concerned that AT&T would not confirm that the technician would be a licensed electrician.  Electricians are required to be licensed in my state, so it would be illegal for the technician to do with repair work without a license.  Also, AT&T said they aren't charging me for the service call because we have already had to call tech support several times.  The idea that they would even consider charging us at this point is laughable.  

 

If we had stayed with AT&T, we would have expected a service credit for our time and trouble.  Since we have cancelled our service, we would like some compensation for our property damage and lost time.  Can anyone point me in the right direction to someone with authority to negotiate a reasonable settlement of our claims?

 

Thank you.

Contributor

 • 

2 Messages

3 years ago

UPDATE: Just as I predicted, the AT&T technician was not able to fix the electrical line.  I was told the only solution was to keep calling Sedgwick.  Never again will I ever deal with this company.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.