4 days (and still going) customer service experience

Tutor

4 days (and still going) customer service experience

Hello,

 

I've had the worst (and ongoing even as I speak) experience with phone support.  On Dec 4, I requested a replacement non-dvr STB and remote, as well as ordered the $10/month HD upgrade.  I was told that I would get the HD service by the next day and the STB for self-installation by Friday, Dec 6 (the remote would ship separately in about 5 days).  On Dec5, there was no HD service, so when I called back,  the representative told me that he would fix the HD order, and I would get the service by Dec6.  He also told me that as a courtesy, he'd be able to cal me back to make sure that I received the upgrade.  On Dec 6, I did receive the HD signal, but being that he was not in the USA, he called me after 11pm to see if I received the upgrade.  Alas, the STB did not arrive by the end of the day.  On Dec 7, I decided to call and find out what happened to the STB that was suppose to be delivered by the previous day.  I was informed that the original order was in the system as a field service install, but it was never fully set to actually occur.  Not only was the installation type (i.e. self-install)  in the system incorrectly, the order was also incorrectly set to be a "new equipment" shipment.  After over two hours on the phone and after 4 AT&T representatives, I was told that the previous order would be corrected, and that I should be receiving the replacement STB and remote early next week.  Unfortunately and unbeknownst to me, they also cancelled the HD upgrade.  When I called back, I was informed that there was no way for the HD signal to be reswtored, until I receive the replacement hardware..  So know I'm left, extremely frustrated, waiting for the hardware to arrive, in order for me to have to (once again) call back to get the HD service that was cancelled.

Message 1 of 12 (597 Views)
ACE - Master

Re: 4 days (and still going) customer service experience

[ Edited ]

That's B S about not being able to have HD activated on your existing service without the replacement.  It takes all of 30 minutes, maybe, to activate.

 

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can find out what going on with the replacement box, remote, and get the HD added for you.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 12 (588 Views)
Tutor

Re: 4 days (and still going) customer service experience

Yes, I tried (in vain) to inform them that the "hardware" order is separate from a "package" modification (i.e. the HD upgrade).  Thanks, I pm'd to AT&T my previous post.

Message 3 of 12 (582 Views)
ACE - Expert

Re: 4 days (and still going) customer service experience

Actually, they seem to have a single-threaded order system.  Once you've created one, you can't create another until the first one is complete. 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 12 (576 Views)
Tutor

Re: 4 days (and still going) customer service experience

Yes, but since they incorrectly "broke" my signal, they should be willing to figure out a way to fix it in a more reasonable manner.

Message 5 of 12 (570 Views)
Employee

Re: 4 days (and still going) customer service experience

Recap, order replacement receiver with remote, order placed as install (adding receiver) request cancel install (deleting ticket removes receiver, remote, HD upgrade).

Now wish to re create new ticket, adding all services back in. Normally on install cannot add or change order without something messing up, so recommendations are to complete first ticket then create second.

I believe you can order HD programming from your TV, depress go interactive, down to manage account...been some time since played with that area. Ordering HD is free to next bill then the $10 billing starts (billed a month in advance). So currently not paying for HD service.
Employee Contributor*
*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 6 of 12 (567 Views)
Tutor

Re: 4 days (and still going) customer service experience

[ Edited ]

While I thank your input, it appears to have oversimplified the current situation.  Nevertheless, I did not "wish to create a new ticket".  This action was soley the "cure" performed by the support agent.  As for "ordering via TV", well that has never worked, nor has attempting through the myatt/account website.  Believe me, due to past experiences, I'd would always rather choose automation over a representative. 

 

I forgot to mention, that I was asked questions like "did you receive the stb", to being told that "the stb was never shipped".  I'm looking at the tracking info right now, which shows that both the original replacement stb and remote are stuck in Kentucky (having left Dallas/FW).  So it now looks as if I will have to once again, pack them up and go to the UPS store to send them back (I don't need 2 replacement STBs 2 remotes).

 

FInally, I should mention that at no time is wsa informed that any of their actions would end up in the removal of the HD service.

Message 7 of 12 (552 Views)
ACE - Professor

Re: 4 days (and still going) customer service experience


JefferMC wrote:

Actually, they seem to have a single-threaded order system.  Once you've created one, you can't create another until the first one is complete. 

 


Almost right. Starting about 2 years ago, they allowed two orders to be placed. The second can't complete before the first, however. 

 

This seems like an issue that Customer Care should be able to easily get straightened out, though. 

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 12 (528 Views)
Community Support

Re: 4 days (and still going) customer service experience

Hello zeram1,

 

We are sorry about the continued misunderstanding with the orders that have been submitted. We received your private message and will continue working with you to ensure all trouble is resolved and the services you have expected are received.

 

SadathCS
ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out here in the Forums by sending us a Private Message or checking out our Chat Support.

Employee Contributor*
*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 9 of 12 (509 Views)
Employee

Re: 4 days (and still going) customer service experience


BeeBeeSA wrote:

That's B S about not being able to have HD activated on your existing service without the replacement.  It takes all of 30 minutes, maybe, to activate.

 

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can find out what going on with the replacement box, remote, and get the HD added for you.


This isn't necessarily so BeeBee. I'm assuming that the STB that the customer is receiving is a wireless receiver as this is the only type of receiver that can be set up for a self install. Wired receivers will require a technician. When this type of order is placed, an activation date is set up. If HD is added as a part of this order, then the HD service will not 'activate' until the activation date of the wireless STB, so what the last customer care rep would have told the customer would have been correct. With that being said, a separate order could have been placed adding HD service which should have allowed the HD service to start sooner.

Employee Contributor*
*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 10 of 12 (479 Views)
ACE - Master

Re: 4 days (and still going) customer service experience


lilybug0411 wrote:

BeeBeeSA wrote:

That's B S about not being able to have HD activated on your existing service without the replacement.  It takes all of 30 minutes, maybe, to activate.

 

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can find out what going on with the replacement box, remote, and get the HD added for you.


This isn't necessarily so BeeBee. I'm assuming that the STB that the customer is receiving is a wireless receiver as this is the only type of receiver that can be set up for a self install. Wired receivers will require a technician. When this type of order is placed, an activation date is set up. If HD is added as a part of this order, then the HD service will not 'activate' until the activation date of the wireless STB, so what the last customer care rep would have told the customer would have been correct. With that being said, a separate order could have been placed adding HD service which should have allowed the HD service to start sooner.


My point exactly.  I called and added HD while at a friends house.....it took 20 minutes.  All we had to do was reset the DVR and STB's once the rep said it was activated.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 12 (476 Views)
Tutor

Re: 4 days (and still going) customer service experience

Ok, the original replacement stb arrived (the one that was supposedly cancelled).  Now that I've plugged it in, it now says "Account unavailable.  Quit Client.  This Set Top Box does not match the account settings"

 

The second tracking # with this shipment (huh?  I was told that the remote would ship separately)  well it didn't arrive.

 

Now the CSR is stating that I have 3 STBs on my account!

 

This is absolutely laughable now.  I'm almost to the point where I have no anger left in me over this messed up AT&T process.  This is what is considered "continued working with me"?  I've wasted over a third of a day of my life trying to get tech support to figure this out.

Message 12 of 12 (453 Views)
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