09-23-2013 10:59 AM
My sister who is handycapped lost her Uverse TV and phone service. After receiving a call from her I called ATT-Uverse technical support and was connected to a service person in India. He explained that he would try to guide me through to a possible solution. I said " I live an hour away and would not be able to travel to the service location". He said " there was no way he could help me if I or somebody else wasn't at the service location. I reiterated that my sister is handycapped and he repeated emphatically that someone had to be at the service location. I asked if he could get a service tech to go to the service location and he said no. It appears that ATT Uverse is not equipped to adequately help people who are handycapped or lack the technical savy for direct technical guidance. Anyway, three days later, I was forced to travel an hour to the service location and was guided through a troubleshooting session with a service tech from the U.S.A. (thank God) and after not solving the problem he said he would send a tech to the service location.
My message to ATT is if your going to use foreign workers please train them to be more sensitive to customer situations. The U.S. ATT service person who I finally talked to was very professional and accommodating.
09-24-2013 3:54 AM
I'm glad someone got things headed in the right direction to get your issue resolved. If there is a next time you might have your sister (or even you) try using the Troubleshoot and Resolve Tool. Here is a link to the page: http://www.att.com/esupport/troubleshoot.jsp#fbid=
You can use this tool several different ways. You can use it by loading the program to a computer, you can run it from the internet, you can run it from a cell phone, or run it right from the TV (if it's working of course). This might help you out so you don't have to make the drive. If you use it remotely you will need her log in credentials.
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