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Posted Mar 25, 2014
8:29:26 AM
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Service availability/customer service

I'm using every outlet I can find to help me resolve my issue.  I have been waiting for u-verse to become available in my area for 4 years now, I saw a local tech service rep at my neighbors (3 house's away) and asked him when it would be available in our area.  He said it is, just finished installing it here (my neighbors), he said to call customer service, I did and that's when this very frustrating issue has started.  I called CS 2 weeks ago gave her my address as well as my neighbors, she found his account and said she had to put in an address search/request with her tech service department should take 24 hours to update the web-site.  Again, that has been 2 weeks ago, 4 additional phone calls, 5-6 customer service reps, live chat support, aprox 3 hours on the phone being transfered from one department to another..... Needless to say I'm frustrated and I am laughing on the inside on why it is such a problem to find someone to help me, no one (customer service reps) I have spoke with seems to care or just wants to pass me off to someone else who doesn't care.  I have NEVER had such a fiasco trying to become a new customer with ANY company, I have read several post's as well as internet searches that commitmented on how poor AT&T's customer service is now I see.  I truly hope someone can/will help me and I hope upper-management is also reading what others are saying about AT&T's CS.

I'm using every outlet I can find to help me resolve my issue.  I have been waiting for u-verse to become available in my area for 4 years now, I saw a local tech service rep at my neighbors (3 house's away) and asked him when it would be available in our area.  He said it is, just finished installing it here (my neighbors), he said to call customer service, I did and that's when this very frustrating issue has started.  I called CS 2 weeks ago gave her my address as well as my neighbors, she found his account and said she had to put in an address search/request with her tech service department should take 24 hours to update the web-site.  Again, that has been 2 weeks ago, 4 additional phone calls, 5-6 customer service reps, live chat support, aprox 3 hours on the phone being transfered from one department to another..... Needless to say I'm frustrated and I am laughing on the inside on why it is such a problem to find someone to help me, no one (customer service reps) I have spoke with seems to care or just wants to pass me off to someone else who doesn't care.  I have NEVER had such a fiasco trying to become a new customer with ANY company, I have read several post's as well as internet searches that commitmented on how poor AT&T's customer service is now I see.  I truly hope someone can/will help me and I hope upper-management is also reading what others are saying about AT&T's CS.

Service availability/customer service

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Mar 25, 2014 10:10:41 AM
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Click on the hyperlink in my sig for AT&T Customer Care and you will be taken to their PM page.  They are an escalation team that is higher than regular Customer Service, who can help you get your issue resolved.  Send them a PM with your info and the issue and someone will be in touch with you.  Watch the little blue envelope at the top of the screen for message notification as they will reply to you via PM as well.

Click on the hyperlink in my sig for AT&T Customer Care and you will be taken to their PM page.  They are an escalation team that is higher than regular Customer Service, who can help you get your issue resolved.  Send them a PM with your info and the issue and someone will be in touch with you.  Watch the little blue envelope at the top of the screen for message notification as they will reply to you via PM as well.

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Mar 25, 2014 10:23:28 AM
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Hello @Bobhull 

 

Thank you for sending a private message to our ATTCustomerCare team, one of our managers will be contacting you as soon as possible to help.

 

Dmitriy


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Hello @Bobhull 

 

Thank you for sending a private message to our ATTCustomerCare team, one of our managers will be contacting you as soon as possible to help.

 

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Service availability/customer service

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Mar 25, 2014 1:31:52 PM
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Edited by ATTDmitriyCM on Mar 25, 2014 at 1:42:37 PM

Dmitriy,

 

Thank you for your respones, do you know when someone may be contacting me?  I just received an email from uverse support stating they are looking into it and will follow up in the next 2 weeks.  This will now possible be a month to find out what I blieve to be a simple check/fix.

     

Thanks for your recent interest in AT&T U-verse. We are verifying if AT&T U-verse services are available at:

 

 
 
[Address removed for your protection]

 

If this address is not the address where you want service please go to att.com/u-verse and check availability using your correct address.

If you need help, here are some tips for checking for U-verse availability:

  • Check for misspellings and typos
  • Try variations of the street name: Veracruz or Vera Cruz
  • Try removing all street types and directions: Court, Ave, North, South

We will send you another email within two weeks letting you know the outcome of our investigation.

Dmitriy,

 

Thank you for your respones, do you know when someone may be contacting me?  I just received an email from uverse support stating they are looking into it and will follow up in the next 2 weeks.  This will now possible be a month to find out what I blieve to be a simple check/fix.

     

Thanks for your recent interest in AT&T U-verse. We are verifying if AT&T U-verse services are available at:

 

 
 
[Address removed for your protection]

 

If this address is not the address where you want service please go to att.com/u-verse and check availability using your correct address.

If you need help, here are some tips for checking for U-verse availability:

  • Check for misspellings and typos
  • Try variations of the street name: Veracruz or Vera Cruz
  • Try removing all street types and directions: Court, Ave, North, South

We will send you another email within two weeks letting you know the outcome of our investigation.

Re: Service availability/customer service

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Mar 25, 2014 1:43:59 PM
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Community Manager

Our specialists and managers reach out within 3 business days, you might receive an email or a private message on the forums.

 

Thanks again,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Our specialists and managers reach out within 3 business days, you might receive an email or a private message on the forums.

 

Thanks again,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Service availability/customer service

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Mar 25, 2014 1:54:07 PM
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Thank you.

Thank you.

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Mar 26, 2014 12:56:49 PM
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For any address validation request, which is what it sounds like was set up for you, has a given time frame of 7-10 business days. While it may seem simple, sometimes it is not. Sometimes we actually need to schedule one of our engineers to actually physically go out and check the address for servicability. I have seen customer's hear something back a lot sooner than the 7-10 days.

For any address validation request, which is what it sounds like was set up for you, has a given time frame of 7-10 business days. While it may seem simple, sometimes it is not. Sometimes we actually need to schedule one of our engineers to actually physically go out and check the address for servicability. I have seen customer's hear something back a lot sooner than the 7-10 days.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Mar 26, 2014 2:40:13 PM
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As stated in my original email it has been 2 weeks?????????

As stated in my original email it has been 2 weeks?????????

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