After getting nowhere with the chat help about a faulty DVR on 08/17/2013. I then called the billing department on 08/26/2013 and got the run around about discontinuation of uverse. Called again on 08/27/2013 and got sent to a account specialist. After some run around and bundle negotiation I agreed to keep the crap and informed them that I would need a replacement DVR. On 08/28/2013 UPS delivered a residential gateway router not a DVR. This is exactly why I am so unsatisfied with ATT. Three attempts to resolve a simple replacement of my now 30 days non functional DVR receiver.
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.
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