08-20-2013 7:14 PM
Me and my wife ordered Uverse TV and Internet close to two weeks ago. We spoke to a very nice gentleman named Alex in customer service who got us a great deal on the bundle. After completing the sign up process, Alex then set up the earliest installation date they had, which will be August 26th. We groaned a little at the 3 week wait. He sensed this I think and said "let me talk to a dispatch technician and see if I can get your installation date bumped up". COOL! He returned about a minute later with great news. He was able to get us in for that Friday (four days after we called to set up service) with a time window for installation between noon and four. He said a technician will call within 24 to 48 hours to confirm. We waited 48 hours and no call. We called customer service back and this is where it gets real ugly, real fast. I explained the situation to the CSR who was absolutely clueless of what was going on and her english was sub-par at best. After several mentions of vendor managers, engineers and emails, I was left with my head spinning after I hung up. I called back when the technician failed to show. Called customer service again, only to be poorly informed that the line running to my house needs to be updated to be compatible with my service and that the earliest time that an engineer (not a technician) could make it out was September 11th. Are you kidding me? She was not. I demanded to talk to a supervisor who's English was just as bad, who told me that my installation date was set for August 26th and didn't know why the CSR told me that. Now I'm scared. And I need some finality on this installation date. The supervisor put me on a call list when if someone cancels, they will call me and fit me in. I know better, but I said OK. And of course, no call, which I expected. My point is this, when you hire a call center firm overseas just to save money, your customer service is going to fail, hence, so will your company. There is just too much of a communication breakdown. And I think they know this, but I really think they don't care. They just sent jobs from the US to India to save money. I hope this is not prevalent business practice, because we the consumer can decide to go elsewhere. I am going to give AT&T a chance, but I will admit that I think its a big gamble. Its been a rough start so far and I haven't even been installed yet. If only I could get that Alex guy back on the line, I know things would go much smoother and I can rest easy knowing what my actual install date will be. Thanks.
08-20-2013 7:51 PM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.
Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.
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08-20-2013 8:59 PM
08-21-2013 3:40 AM - edited 08-21-2013 3:40 AM
@my thoughts. I realize you are an AT&T tech, but when someone comes in here looking for help they don't want to hear that it takes X amount of time. The OP was given a date when they signed up and were expecting it to happen on that date. They were not even given the courtesy of a phone call saying that it would be delayed. You should not have to call in after the tech has missed their appointment time only to find out that there are issues. For new installs an outside tech is supposed to show up a couple of days before to ensure everything is ready for the inside tech. If the outside tech realized that something wouldn't work, then someone from AT&T should have called the OP to let them know that there would be a delay so other arrangement can be made. Some people can't just take off work at the drop of a hat.
08-21-2013 7:31 AM
08-21-2013 1:00 PM
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