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Re: NO SHOW for SCHEDULED APPOINTMENT

Tutor

NO SHOW for SCHEDULED APPOINTMENT

I have been an AT&T customer for as long as I can remember and I have never been so disappointed in the service that I received (or didn't receive) for my Digital Life Installation.  I was scheduled for my installation on Jan. 25th to show up between 8-12.  I rec'd a phone call around 10:30 saying that the tech was running a little behind, but he would be coming. . . so I extended my vacation day from 1/2 a day to a whole day.  I started calling customer service at 1:00, called again around 2:30 again at 3:30 and each time was told that someone would be at my house to install my security system. . . .Finally at 5, I called for the final time and was conferenced in with the dispatcher and was told at that time there had been a scheduling issue. . .REALLY???? I wasted an entire day of vacation for nothing, needed to be at work due to this is a very busy time of year for me because I work in finance, and sat waiting ALL DAY LONG!!!  The local AT&T gave me credit for the installation (which was very kind of them), but I am still not satisfied!!! I make more in a day than what I was credited on my account and I think more should be done!  Once the appointment was rescheduled, and someone did actually show up . . . the tech that installed our door lock, did not have it working properly before he left because he said he was not responsible for adjusting the face plate and told my husband that he would have to get that working properly and he hit the road.  I have to say I have never ever complained about anyone or anything like this, but burning the day of vacation upset me so bad that I thought someone needed to know. . . How will I know that this will get to someone within AT&T that actually cares about what has happened?  Please respond to me if you in fact read this post. . .Laurie

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Message 1 of 20
Scholar

Re: NO SHOW for SCHEDULED APPOINTMENT

It's never fun when a schedule appointment gets missed, but glad they offered you a credit for it.  

Message 2 of 20
Community Support

Re: NO SHOW for SCHEDULED APPOINTMENT

Hello @laurie68

 

We do read these posts and appreciate you trusting us to help keep your home secure. I am sorry to hear of your poor experience. I'd like to address your issue if it is not resolved. Our Customer Support Leadership would like to expedite the resolution of this matter. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:

  • Your name
  • Account number
  • Address
  • Contact number
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

I have never posted to a forum. Today I must.  I was at a dental appointment when I received a call from an Att digital life technician and he wanted to come early to my appointment.  I told him I would check to see if it was possible and call back. He stated that this would be fine.  I attempted to call him back four times prior to my scheduled appointment time of 1 pm to 4 pm.  I left a voice message.  I attempted to call him twice between 1:02 and 1:18. no answer.  When he did not answer I called the number for customer service 1-855-288-2727 and told the agent I spoke with what had happened and that I wanted to be sure that he had not cancelled my appointment.  she stated appointment was not cancelled and because it was 1:26 she couldn't do anything.  That the technician would be there between the scheduled time.  I waited until 4:25 and called the technician back, he answered this time and said that my appointment had been cancelled.  he said he was sorry but I was suppose to call back although I did not tell him to cancell the appointment.  I called the customer service number and was told that I had cancelled the appointment and no new appointment was scheduled for me.  Wow, why would I cancelled and not reschedule.  I am upset not because of the miscommunication but because I called to verify and was told a lie.  If  you don't know something or if you are not sure.  Say so.  I wasted a whole day after leaving the dentist office to sit in a car for several hours and then be told that I have to wait for several days to get a new appointment.  Made me wonder about the service.  I too have been an att customer for a number of years.  I don't often get angry or upset.  Today I am both. How do you cancel an appointment and not speak to your customer and since I have your equipment why would you not reschedule.  I know nothing will be done but I just needed to say this so perhaps it will not happen again.

 

Message 4 of 20
Community Support

Re: NO SHOW for SCHEDULED APPOINTMENT

Hello,

 

I am sorry to hear of the appointment issue you've experienced. Our Customer Support Leadership would like to expedite the resolution of this matter. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:

  • Your name
  • Account number
  • Address
  • Contact number

[Edited to remove changed user name]

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

Similary story with my scheduled install, except not it's already happened twice and my product has yet to be installed...still. Purchased 4/12/16 and originally scheduled for 4/26 1-4pm. After not receiving the 30 minute heads up call I was told I would receive by 2:30 I called Customer Support. Tech at that time reviewed the system and it said tech was en route. 3:30pm rolls around and still no tech so I call Customer Support again. This time the rep tells me that the appointment was cancelled and that zero notes were made in the file regarding why. So not called, no one showed, and no one knows why and I've burned 1/2 day of work? Rep also shares with me that they do not have direct access to speak with the local installation dispatch to see what happened or if they can send someone out after 4pm to complete my install. Only option was to reschedule to 5/12 8-12am as the first available and place me on a list for earlier install if one becomes available. Ok. So Saturday 4/30/16 I receive a text message @8:06am from AT&T that my install has been moved to 5/4 1-4pm and to reply YES to confirm. So, I reply YES at 8:07am.5/4 comes and I call Customer Support to be proactive this time and ensure that someone will be coming. Rep on the phone tells me the appointment was cancelled on Monday 5/2, again with no explanation and also no contact to me to inform me of the change and now I've come home and wasted another 1/2 day of work. We remain on the line for ~45mins as he works to attempt to somehow get a hold of local dispatch to see if someone can come out since I offered to email him the screenshot of my confirmed appointment and reply. Finally comes back and tells me 50/50 shot that someone comes back but that I am still confirmed for 5/12 8-11am. I've been with AT&T cellular since 2000 and U-verse for the last two years. I have been extremely pleased with these services which is what prompted me to consider DigitalLife. So far it has been the opposite end of the spectrum from what I have come to expect from AT&T. Another no-show regardless of contact will result in my sending the equipment back and finding another vendor. I may opt to end my U-verse service and move it to TWC and give them a shot with TV, HS Internet, and their version of security and home automation. I was with them prior to U-verse and they did a great job, but were not available in the area of my new home when I first purchased it. If AT&T does actually decide to appear concessions will need to be made for the time I've given up to them and gained nothing in return. Communication is simple and should be for a communications company like AT&T. I, like most customers, are very reasonable when communicated with properly. Changes are needed for certain scenarios and we understand that. No showing and not contacting the client is absolutely unacceptable for a company viewed as a market leader. My final point is this. AT&T should be giving access to their customer support teams to every department related to they products they are taking calls for. There's no way that customer support should not be able to contact the dispatcher and or manager of dispatch to investigate and provide more solid answers.
Message 6 of 20
Community Support

Re: NO SHOW for SCHEDULED APPOINTMENT

Hello @mtodd1979

 

We are listening and want to help you! I am sorry to hear of the issues you've experienced with your installation. We appreciate you trusting us to help keep your home secure. Our Customer Support Leadership would like to expedite the resolution of this matter. Please share a little more information by clicking here to send Digital Life a private message. In your message please include:

  • Your name
  • Account number
  • Address
  • Contact number
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 20
Highlighted
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

I was stood up yesterday, with a reschedule for the 19th...

 

Good to see that someone at ATT cares...

 

Any way to get someone to my address sooner than the 19th?

 

And, can I ask for some form of credit on my first bill?

 

My account # is [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 8 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

Sorry, I didn't think an account number by itself would b bad...

 

I need to amend my complaint---I work on the Internet and the "overbooking" which made my Internet not get installed on the apointment date is a huge setback in terms of business commitments...

 

I truly hope someone at ATT respects this and I recieve compension of some sort...

Message 9 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

I just switched from Time Warner Cable to AT&T because of the awful customer service at TWC. Guess what? AT&T does not show for the installation!!!! Then, after 35 minutes on the phone with a "Resolution Specialist" who tells me she cannot resolve this- they have no idea when they are coming !!! But wait, AT&T has invoiced me- so they expect me to pay? And they installed phone and internet - but could not complete TV... they sent a reminder for me to be here today - Feb 13 from 9-11am. I cancelled my work travel to wait here... no one is coming and worse yet- they cannot tell me why or when they will ever come????? "All the installing team sees is an order to bury the wire - I don't know why they cannot see the order to install tv." This is a bad joke
Message 10 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

I too had an appointment with AT&T Digital Life today 8-10 a.m. i received a reminder text yesterday, and replied YES to confirm the appointment. Right now, it's 10:22 a.m. and I have Not received a call to explain the delay.

My concern is that I was never able to speak to a live customer service rep regarding the installation/setup of Digital Life. I'm on their website now, and tried to click on the "Support" tab to possibly speak of live chat with someone about my appointment. IT DOESN"T WORK!!!!! So frustrated! I don't think that anyone is going to show up for the appointment that they created for me! I took time off to be home for this appointment, and there is no one to talk to about it!!!!  REALLY???? Is this what you call customer service? SOMEONE AT AT&T CONTACT ME, PLEASE. 

MRS. Kassian  

P.S. I just finished typing when my phone rang. Erica at AT&T Digital Life says technician is on another call, and do I still want him to come out.....uh ...YES!!! She says that she will have him call me. I hope that I do receive a call from the technician to let me know of his arrival time.

I will let you know.....

 

Message 11 of 20
Community Support

Re: NO SHOW for SCHEDULED APPOINTMENT

We apologize for that experience, Mrs. Kassian.  We show the appointment was completed on yesterday.  Please let us know if there is anything further we can do to assist. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

Scheduled two appointments for AT&T digital life - both were a no show! Received a text confirmation that they were coming between 6-8 pm for the first appointment and they did not show up. After calling and complaining about the no show/no call we subsequently agreed to make another appointment; giving them the benefit of the doubt. Guess what?!: they did not show or call on the second appointment either. So, we wasted two evenings waiting!!!. very unprofessional and not reliable for a "security" service!. They do not seem to need our business....

 

 

 

Message 13 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

Similar experience for me too. I was stood up. My appointment time was 8-4pm (h our window) on last friday and even then, no one showed up. I called 6 times to the customer support and it was one of the worst customer service I have received so far. the agents are not friendly, they do not empathize with your situation nor will go an extra mile to help.. Forget aout extra mile, they wont even do their job of providing assistance.

 

Before I get an auto response asking me to send an email with my details, let me tell you .. I did send the details in an email before writing this here.

Message 14 of 20
Contributor

Re: NO SHOW for SCHEDULED APPOINTMENT

Honest to God, I never write in forums.  I worked at Comcast for 5 years as a technician, and I never experienced such a disgraceful customer service department as I have had with AT&T.  I mean, I worked at Comcast for God's sake!  And they're horrible!  I called to get internet service turned on at my house because the cable company was going to take a week to come out (this was on a Friday that the call was placed).  I have a 3 year old, I need Netflix.  One week was entirely way too long in a new house without him having some sort of familiarity.  I called AT&T who said that after I had placed my order with them, they would see where I could fit in their install schedule.  The rep said, "Looks like we can get you in on Monday."  I said, "Cool!  Monday, like this coming Monday, right?"  He said, "Yes."  I completed the order with him.  Saturday night I get an email that says my appointment time has been moved to two weeks from then.  I'm disgusted but tired of dealing with everything, so I decide to wait anyway.  Finally the installation day arrives (a Thursday), and I've been given an 8am-8pm time frame.  I receive a text that says someone will be there at some point that day.  I was given a 12 hour time frame!  I take the day off work.  No one calls.  No one shows up.  I call at 4 o'clock, someone will be there they say.  6 o'clock, someone will be there they say.  And finally, 9 o'clock...  "We're sorry, we're overbooked.  We've got you scheduled for tomorrow, first thing in the morning."  I take another day off of work, no one calls.  I call in at 2 o'clock and they say, "We're sorry, we're overbooked.  We can re-schedule you for the following Tuesday."  Seriously?  I've been on hold for over a half hour now waiting to speak to a supervisor.  Even then, what's going to happen?  Likely nothing.  Not once in all of my phone calls has anyone even once offered to credit my account, or even wave the $99 installation fee.  I'll give plenty of grace where it's needed.  I know what it's like to be a technician that is overloaded.  But even at Comcast, I was never allowed to push a customer back a day, let alone through the weekend and into next week.  This is a disgrace.  Comcast is better.  Comcast is better!  That pains me to even say that.  This is the WORST customer service experience I have ever had with a company.  From being lied to so they could make a sale, to the following lies of installation dates.  Hands down, this is a horrible experience.  I will never recommend anyone use AT&T for their home internet service.

Message 15 of 20
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