11-13-2013 4:04 AM
Called to cancel ATT Uverse OR get a new 12 month Promo. Agent offered me the 12 month Promo, GREAT! Even upgraded to Uverse Internet Pro and got a Promo for that. GUARANTEED that I was eligible for this upgrade.
Had a install setup for this past Monday morning, Sunday got a call from ATT, SORRY, they have "engineering issues," installation delayed, will contact me when rectified. Tuesday got on "chat" and spoke with another "Asian" employee, on hold for 30 minutes, he came back, their computer system was down, I hung up. Yesterday, Wednesday, yet another "Asian" employee called me, "Sorry, no idea when the situation will be rectified, no timetable, cannot promise THIS YEAR."
What kind of whatever is this? WHY WAS I LIED TO BY THE RETENTION DEPARTMENT?
11-13-2013 5:35 AM
Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
"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"
11-13-2013 5:48 AM
11-13-2013 5:57 AM
Thanks for your post. I'm sorry to hear about the confusion surrounding your U-verse installation. As BeeBeeSA the best option is to send a private message by clicking the link provided in his post.
This is not the same customer service group you spoke to on the phone; this is a dedicated care team that only handles issues here on the forums. You will be assigned to one representative who will work with you until your issue is resolved.
Please feel free to message me with any other questions or concerns!
11-13-2013 6:37 AM
11-13-2013 7:02 AM
11-13-2013 7:20 AM
I'm sorry that you haven't received a response yet from our Care team. I can check to see where your name is in the queue. The system assigns cases to different reps as they become available, so please allow time for that.
As for your account, I don't know where the misunderstanding occurred, but I'm sure that your assigned representative will find a satisfactory solution for you.
11-13-2013 7:40 AM
11-13-2013 7:44 AM
The RETENTIONS EMPLOYEE checked and TOLD ME that service was available TO MY SERVICE ADDRESS FOR THE UPGRADE.
Let's stop with the excuses, please.
11-13-2013 11:08 AM
11-13-2013 11:27 AM - edited 11-13-2013 11:27 AM
The timeframe to expect is a business day. If your expectation was under 6 hours, then the problem was with your expectation.
BTW, was this post I just replied to the one that was deleted?
11-13-2013 11:33 AM
11-13-2013 3:34 PM
A Manager, Dan G, has contacted me via my private email and I have responded via email. I gave him all the requested information except a contact number, I don't want any more phone calls from ATT, I want documentation in writing. That won't be a problem will it? After all, his initial contact was via email and I am positive he and any other management is willing to stand behind whatever they say and put it in writing, right?
11-14-2013 6:11 AM
You may have replied to a PM that was forwarded to you as a notification that you had a PM in this forum system. If so, replying to that e-mail using your e-mail client may have gone into No Man's Land.
If that is the case, I would suggest that you get back in to the PM system and reply to the PM using another PM. You can still get the answers in writing that way.
11-16-2013 12:59 PM
It seems that a lot of people have problems with the outsourced call centers. During my month long ordeal, I noticed that the Indian and Philipine call centers lacked training and also apparently lacked comprehension skills. I eventually came here to this forum as others have done to post public complaints, since I wasn't getting anywhere with my calls.
Maybe AT&T would do better to consolidate those call services back to the Mainland US, since those call centers have more polite Customer Service representatives. Unfortunately, we're only able to reach them during business hours, when we're at work, not when we're at home and actually in need of good service.
If AT&T already has physical call centers on US soil, they've already paid for the facilities. AT&T should just hire more people to cover Prime Time hours and make use of the existing facilities instead of letting them sit idle during those hours. Most home accounts aren't going to need to call customer service during business hours. They need it if they encounter problems after they get home. That's when wey're using the service and that's when we're likely to encounter problems that will prompt a call We also won't be at home for service during business hours when we call from work. It doesn't make sense to have the call centers outsourced if they're ineffective at solving real problems.
If AT&T insists on having outsourced call centers to frustrate customers just to save some money, maybe the US call center hours of operations should just be shifted from the standard 8-5 to a 10-7 or 11-8 schedule so that we can call someone on US or Canadian Soil when we get home. That should provide a better service experience for more of us residing in the Mainland US.
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