07-19-2013 7:55 AM
I have received purchased a new home. We are planning to move into our new home on Saturday, July 20th. A few days ago, I completed a transfer of services request using the AT&T online system. After about an hour or so, I received an email that provided me with an appointment on Tuesday, August 6th, approximately 18 days away.
I contacted AT&T and they informed me that there was nothing they could do. I informed them that my job requires me to conduct some work from home utilizing the internet and that 18 days would be unacceptable. And once again, I was informed that there is nothing they can do they are only going by what is on the calendar. However, they did give me the option to continue to call back to see if any appointments have been cancelled or added to the calendar. This just seems so unacceptable for someone who has been a customer with AT&T for many years.
AT&T should have the ability to quickly take care of current customers since we are the ones that generate monthly revenue for the company. However, AT&T is only concerned about generating new revenue by trying to get as many new customers as possible to offset those that decide to look for new internet, phone, and TV providers.
As recommended, I contacted AT&T this morning at 6:00 a.m. After about 20 minutes, I was able to move my appointment from August 6th to August 1st. However, this appointment date is still unacceptable. I am not a customer that asks for much. I know most people will call in the AT&T after their "promotional rates" have expired threatening to cancel their service in hopes of getting the "promotional rates" extended. I don't believe in that. If I like the products or services being offered, I will stay with the company even with an increase in rates. However, I expect the company to be just as dedicated as I am when it comes to taking care of me.
If I have to wait until August to get our service transferred to our new home, I will probably begin looking at other companies to see what they have to offer. CUSTOMER SERVICE IS ESSENTIALLY FOR ANY BUSINESS THAT WISHES TO SURVIVE IN THIS NEW TECH WORLD. Customers nowadays have the ability to "bargain shop" online and read reviews about companies. This new technology has created major issues for a lot of companies even causing some to go out of business.
07-19-2013 10:07 AM
07-19-2013 12:58 PM
"installs are 9-11, 11-1, 1-3 with only x number allowed per slot."
If installs only took 2 hours it wouldn't be that bad. In my 3 installs the shortest time it took was 3 hours and the longest (where I live now) took over 5. It's not like cable where they come in, hook up a box and leave. Many time new cables need to be run from the VRAD to your location which is done prior to the tech coming and doing the inside job.In areas where UVerse is new it can and does take longer to get the needed techs out.
07-19-2013 1:47 PM