09-12-2013 1:36 PM
Can someone share the best way to get a technician to actually come to my house during the time scheduled to repair my Uverse. AT&T agents and technicians are giving me the "runaround". Does good customer service exist anymore?
09-12-2013 5:03 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, 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.
09-12-2013 7:14 PM
09-14-2013 11:13 AM - edited 09-14-2013 12:37 PM
I have found that getting the first appointment of the day, but now as stated above the earlier appointment time ranges from 8am to 12pm. Also, if you continue to have trouble getting your appointment times kept click on the hyperlink in my sig and send a PM to Customer Care. They are an escalation team that is higher than regular Customer Service, who can get this resolved for you. Send them a PM with your info and your issue and they will be in touch with you. Watch the little blue envelope at the top of the forum page for message notification, as they will reply to you via PM as well.
09-15-2013 9:10 PM
09-15-2013 10:52 PM - edited 09-15-2013 10:59 PM
Every tech goes thru the same training, what a person brings to the job is different, a master electrician, a bartender, an IT grad, a high school grad or veteran from our Armed Forces each bring a different set of skills, viewpoint and work ethic but all are hired and receive same training, expected to do the job trained for and gain experience by doing the job.
Uverse is expanding, the numbers of individuals hired in all aspects from sales, to call centers, to outside plant and premise / wire techs all have to gain experience by doing the ON THE JOB training after completing class room education.
All jobs have a curve, a waitress first day or doctor in resident requirements, all will make mistakes, the expectation is high as it should be...the quality of employee is dependant on economy, many individuals are working in uverse with bachelor degrees.
Pay scales can be $8.86 starting in SE (Bell South) to 5 year max in CA of -$24 per hour depending on region of country, education and job experience, and time with company.
As Uverse is relative new few techs have more than 2 years experience.
UVERSE training ......want to join. http://www.youtube.com/watch?v=JIklbd3qj-I&feature
09-18-2013 10:18 AM
Of course all jobs have a curve, there's a difference between the typical high school grad, chef, or an electronics graduate when it comes to understanding technology. You can't just hire anyone off the street and expect quality service. It seems that $8.86 is quite low for someone that should be technically capable. It's no wonder that some of these guys don't seem to know what they're doing. The experienced guys are not easily replaceable with some bartender with no basic knowledge of the technology. You aren't going to get anyone skilled at that price.
Also, $24/hour is barely living expenses in certain parts of CA, especially in the more populated sectors. It's no wonder relatively few techs have more than 2 years experience. The wages encourage turnover. AT&T is wasting its time and resources with HR constantly hiring new people. People are not cogs.
Pay better and you'll get better quality people to apply to the job. Otherwise, you end up repeatedly sending out techs until that one guy that can do the job shows up. All those repeats on my repair must have cost quite a bit more than my monthly bill. If AT&T just payed a little more and hired better quality employees, or even just to try to keep the experienced ones, they'll probably save some money long term. This is extremely short term planning.
09-18-2013 6:12 PM
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09-27-2013 9:26 AM
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