12-29-2013 9:15 PM
I got rid of Uverse due to the high cost, but the other cable company is also pathetic.
I had an issue with the bill payment getting mixed up between my ATT wireless account and my Uverse account. It was a real mess and I ended up talking to a very rude "manager" at ATT, and I told them once my contract was up, I was cancelling Uverse to avoid any further mix ups.
The Uverse bill became scary and started to look as much as the mortgage payment, but I do not live in the TV, so I had to find a cheaper alternative.
Now I just have cheaper bad service with the other company.
12-30-2013 10:20 AM
Does that mean I should drop my service that I've had for four plus years? Your situation is the exception not the norm.
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, account number, 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.
To check for their reply, click the little blue envelope.
I did as you suggested and sent a message to ATT Customer Care 3 days ago. I haven't got a response, problem has only gotten worse. Sorry, but if you have had good luck with these people, good for you. I bet there hasn't been any problems with your line. If that changes, you will find out what the rest of us are finding. Customer support doesn't exist. They will tell you whatever they think you want to hear, and run you around until they figure you just give up.
You replied to my post on the 29th, which was SUNDAY. I clearly stated in my post it takes 48 to 72 hours to get a reply and to take into account WEEKENDS. 3 days would have been on Friday so you should recieve a reply either today Monday or tomorrow Tuesday.
12-30-2013 8:53 PM
01-01-2014 8:28 AM
02-07-2014 2:46 PM - last edited on 02-07-2014 8:38 PM by Phil-101
My Dad has been an existing and reliable customer of AT&T for over ten years.
Feb. 4, 2014 my dad somehow got a virus on his computer. He called AT&T for help and instead of being treated like a valued customer, they end up conning him out of $120.00. After I spoke with AT&T informing them that my dad was not in the right mind state to handle this matter due to losing his mom a week ago as well as suffering effects of having a stroke some time back. AT&T deliberately used my dad's sorrow and disability for financial gain.
AT&T CODE OF ETHICS
Our Commitment to Our Customers
We follow ethical sales practices.
Our customers should always know we value them. We fairly represent our products and services to them. We listen to our customers, and challenge ourselves to find new ways to offer the best solutions available to help them communicate efficiently, sustainably, and safely.
We earn and preserve their trust by treating them with honesty and integrity and in a professional, courteous manner. We deliver what we promise. We do not provide goods or services that customers did not authorize.
Sometimes our customers are our competitors and suppliers as well. In those situations, we serve them in the same professional manner we would extend to any customer.
BELOW ARE THE CALLS BETWEEN AT&T AND I.
1:42 p.m. 02/04/2014First call to AT&T re: the virus issue my dad was having.
1:58 p.m. 02/04/2014 wrong dept. transferred. Placed on hold for 20 mins. Until I hung up.
2:25 p.m. 02/04/14placed on hold for 13 mins. Spoke with customer service who tried to get me to purchase the $120.00 package plan. After declining I asked to speak to a supervisor. I was placed on hold for 47 mins. Finally a supervisor came on the line only to inform me that my dad was not covered with the virus protection plan I was transferred over to tech dept. After explaining to Sheele (tech dept) the situation. She assured me that this matter would be taken care of as she was going directly to the supervisor herself. Pete . with Customer Service. Sheele also told me that the supervisor I had previously spoke with misinformed me by stating my dad was not covered with the virus protection plan. He was covered.
(IN THE MEANTIME, AT&T CUSTOMER SERVICE CONNED MY DAD INTO PURCHASING THE $120.00 VIRUS PROTECTION. AFTER I INFORMED THEM THAT MY DAD HAD JUST LOST HIS MOM A WEEK AND A HALF AGO AND HAD SOME BRAIN DAMAGE DUE TO HIS STROKE) Ended up that customer service tech dept. coached him through removing the virus. This caused my dad to lose all of his files on his hard drive except the virus.
I drove from Sacramento, California to Grass Valley, California an hour and a half away and took the day off work to deal with this. The result had to spend $429.00 on a new computer for my dad.
10:15 a.m. 02/05/14No solution stated Pete will be calling me
11:38 a.m. 02/05/14was told Pete would call me back.
1:00 p.m. 02/05/14wrong department/transferred on hold for 9 mins. Spoke with a woman in customer service who said she was going to transfer me. Hold for 20 mins and the hung up on AGAIN!
2:42 p.m. 02/05/14Pete from the Houston dept. called me and told me that he would call me back in one hour. With a solution and a refund of the $120.00. Along with compensation for our troubles.
2:52 p.m. 02/05/14 placed on hold after asking for Pete spoke with someone that stated they would transfer me to Pete . Transferred and disconnected.
3:12 p.m. 02/05/14placed on hold for 9 mins. Disconnected.
4:21 p.m. 02/05/14placed on hold for 17 mins. Then disconnected.
9:44 a.m. 02/06/14placed on hold then disconnected after 2mins.
9:52 a.m. 02/06/14placed on hold for 14 mins. While being transferred then disconnected.
1:11 p.m. 02/06/14When I spoke this time with the rep. I stated my attorney was on the line. He verified and yet I was placed on hold for 1.35 mins and never picked up. I eventually hung up. Knowing my attorney was on the line this is how AT&T customer services handled it.
2:05 p.m. 02/06/14my mom and I called three way. Spoke with a nice woman in customer service who transferred us over to a different dept. who said she would cancel the service of $120.00 but that she would charge an early termination fee of $110.00 my mom said no let me talk to your supervisor. On hold for 20 mins. the supervisor stated she would refund $110.00 but would charge my dad$15.00 for the time the tech took to try and remove is virus. (WHEN THEY ONLY ERASED THE WHOLE COMPUTER DRIVE EXCEPT THE VIRUS) My mom told them that if that were the case she would cancel all the services including cell phone services. That is when I hung up and decided that posting this and reporting AT&T to the BBB would be the best way to resolve this.
At this point I expect AT&T to refund my dad the following:
$120.00 they conned him into for virus protection plan.
$429.00 for a new computer.
[Legal discussions are not permitted per the Guidelines]
[edited for privacy]
02-07-2014 6:49 PM - edited 02-07-2014 6:51 PM
I'm sorry for the loss of your grandmother and for your dad's condition.
However, AT&T is not responsible for your dad's PC getting a virus, and also not responsible for seeing to it that it get removed. The ConnecTech service is a paid service to help consumers with PC problems, like virus infections. AT&T does provide an AntiVirus package from McAfee for free, but (a) you have to have it installed for it to have a chance to work, (b) it doesn't always work, and (c) it's best effort and not guaranteed to prevent all virus infections.
The most I feel you should expect from AT&T would be a refund of part (maybe all) of the annual ConnecTech service contract they sold him. The $120 less $15 is a fairly reasonable solution. However, given the extenuating circumstances you mention, I could see your point and were I an AT&T manager, I'd probably go for that.
Purchasing a PC to correct the virus infection was your decision. Paying for an attorney for a case you will likely lose is also your decision to make.
You can try clicking this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site) in a business day or three. They may be able to offer more than the people on the telephone, but I wouldn't count too highly on that. In your situation, I'd take the $105 back and call it even.
02-16-2016 8:45 AM
After dealing with Uverse. I will never get Wireless Phone Service or Direct TV with them. I'd rather drop dead than deal with them. Wish we had more options.
Welcome to the AT&T TV Hub!We have some helpful articles located under TV Hot Topics.On the left you will see DIRECTV and U-verse TV links. Click on those links for more information regarding Apps, Billing, and TV troubleshooting tips.