01-08-2019 2:41 PM
I think I made a huge mistake moving from cox to direct tv. If this is the kind of service AT&T gives, I’m completely appalled. I’m so tired of these large corporations, not following up when they say they would or having true care and concern for their clients situation.
On December 31st 2018 I said 9 years is enough of cable, I wanted to try something new so I went online to order directv online with internet (CenturyLink) which comes up to $107.17 and my boyfriend Scott said he would be in town for installation on the 6th of January, which was perfect. The installer comes out early which was wonderful, and Scott sends me a message while this is being done that the energy went out, he was under the impression that the installer turned it off for installation purposes, after he was done he asked Scott when he would turn on back the energy to which he responded by stating... ahm... that went off when you were drilling I thought you turned it off on purpose, there was some back and forth about that and he never took responsibility for that until his supervisor came out and informed him that he hit a mainline. Being apologetic is one thing but being adamant that it wasn’t you is another. That does not look good when your superior shows up and says you’re wrong.
I’m out of town and end up calling because we were trying to conserve Scott’s phone battery because of course, we have NO POWER, I get transferred a few times, COLD transfer so I keep having to repeat this story over and over again, no notes. I was so annoyed at the customer service, I do hope you listen to those calls.
6 hours pass and they say they may have to send the electrician the next day, I just want to know, who is paying us for the time spent on waiting for this to get fixed which happens to be your fault? Who do you think is staying home from work to accomplish your mistakes the next day? And let me know what happens to our food we now tossed out the fridge? I want reimbursement. Seriously, you guys treated it like it was no big thing when you waste our time and energy, literally- that is the most VALUABLE thing there, we don’t care about tv at this point. Even after speaking to Mario a senior manager there that said he would call and follow upon 2 hours NEVER called either of us?!
Today I am floored that I get charged again. I’ll post those pictures if it allows me, but another 75.23? For what?! And then this false advertising about paying to cut cords fore wireless boxes when really they are ALL STILL THERE? Except the cable cord? Are you guys serious?
Let’s also talk about the damage to the house. They put multiple holes in our walls saying they will send someone to fix it. It’s Tuesday. You guys are disrespectful. You think I work hard to pay you guys to be treated like this?
- fix the holes and paint the wall - current open holes will cause damage when it rains
- pay for the food in our 3 refrigerators/freezers.
If you don’t do that, we will need to get a lawyer, period. This is too much. You have already affected multiple days of our lives (in a bad way) and it hasn’t even been a week.
Then today I call and I’m asking for the corporate number to which your agent on the sly I heard him say something about us already signing contracts.
I am SO SICK to my stomach about this lack of concern, not owning client issues, not doing the right thing and lying to us when we are BRAND NEW to your company. It’s a shame.
What are you doing about this?
01-09-2019 3:19 PM
We truly understand your frustration with this situation.
Have you tried filing a claim for property damage?
Have you filed a formal complaint?
Let us know if that helps.
Charles, AT&T Community Specialist
01-09-2019 7:32 PM
I sure have. I am still waiting for follow up calls. I literally had to reach out today because those holes are still there even though they said they would take care of them right away!
I dont don’t like the process here, instead of handling this immediately I’ve been having different associates tell me completely different things, for example I was told I will get something in the mail in 5 days?!
I also spoke to someone and one and he said he’ll give me a $50 statement credit, to which I replied, do you think that is suffice for everything I described to you? He assured me it doesn’t end there and I will be compensated etc but I don’t know because I don’t trust you guys!
01-10-2019 5:44 AM
We understand how you feel. We apologize for any inconvenience you may be experiencing at this time.
To get the need help, please we suggest that you reach out to the Claim Center at 1 800 894 0374.
If you already have a claim number and you haven't heard anything in 24 hours, or to follow up, please call 1 855 462 6537 to check the status.
You can also get helpful tips by viewing this article on Property Damage Claims.
Yetty, AT&T Community Specialist