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Posted Nov 4, 2013
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Worse Customer Service I've Ever Had
Edited by cpike on Nov 4, 2013 at 7:08:25 AM

I signed up to have Uverse service activated on 11/02 and had the router shipped to me for a self-install.  I waited until after 8pm (10pm actually) to attempt to set it up and get Internet access.  I kept receiving errors and had no Service light, only a Ethernet and Broadband light.  Decided to let it sit overnight, but had no improvement the morning of 11/03.

 

Called customer service at about 10am after attempting install again, went through a very painfully long and frustrating scripted call with a tech (Seriously, who writes these scripts?  It's awful!) and they said they couldn't find the problem, and would send a technician that day between 4-8pm.  I gave them the gate code to get into the complex.

 

Technician (Mark {Personal content removed}, Houston TX) called me just before 6pm while I was in the shower and said they couldn't get inside, and that they were never given the gate code.  I got him inside, he spent 5 minutes in my apartment playing with the router before saying that there was an "LDAP error" which they had never heard of.  Mark called his manager, who said that it was a billing issue and that my account number wasn't set up for service yet, even though I'd set up service the week before and received an email saying I was ready to go on 11/02.  

 

Mark absolutely refused to call the office to have this issue resolved, and said that I would have to call ATT myself to get it figured out.  I asked him not to leave until my service was up and running, but he refused.  He became very rude and belligerent when I asked him for his name and his manager's name (Henrich Muschamp) and would not tell me what division he worked for, or even his job title!  I asked him to give me more information about what the problem was, and asked him to fix it, but all he said was, "Sorry, I can't do that." and then he left!  Absolutely disgraceful and awful.

 

If there was a problem with my account, why didn't the phone technician say something when I called?  They recognized that I had service requested for 11/02.  Why did the home technician leave my apartment without doing ANYTHING except calling his manager and playing with his toolbelt (literally spinning it around in his hand)?

 

Immediately after Mark left, I called ATT again.  They gave me the run-around, including apologizing for my frustration for several minutes (which, for the record, does NOT make anyone less frustrated).  They were not able to detail the account error to me, but claimed to have fixed it.  Still no service.  They said they would have to send a technician out...AGAIN!  I told them that I needed a technician to come out that night, because no one would be available for install for the rest of the week.  I was also frustrated because I already had a technician in my apartment not 10 minutes before that, and they'd washed their hands of the situation and left.

 

Phone tech tried to tell me that they wouldn't be able to send a technician until today, Monday.  This was still before 8pm, which the home technicians work until.  I said this was unacceptable and asked to speak to a manager.  I spoke with a manager who said his name was Kiz or Tiz (who seriously had me powercycle my equipment AGAIN.  Are you serious?), and he said he would speak with technician dispatch and get someone out to my apartment THAT NIGHT.  He also said he would call me back within 30 minutes to let me know.

 

He never called back.  I called ATT again at 8pm and was told that a technician had been scheduled to come out Monday between 8am and 12pm.  WHAT?  I never approved that appointment, and specifically refused a technician unless they could come out tonight!  The phone technician tried to say that I must have "misunderstood" what the manager told me.  Absolutely not.  ATT jerked me around all day long, sent a technician who was completely incompetent and rude, and then tried to shuffle me through the phone tree until after 8pm so they wouldn't have to send someone else to fix their mistakes.

 

I said that I wanted to cancel my service if they couldn't get someone out that night to fix it.  They transferred me to cancellations, which was conveniently closed for the night.  

 

I've been a "customer" for 2 days, and this is the worst service I've received from ANY company.

 

I will gladly be taking my money elsewhere, and informing everyone I know about this ridiculous fiasco.  Seriously disgusting.

I signed up to have Uverse service activated on 11/02 and had the router shipped to me for a self-install.  I waited until after 8pm (10pm actually) to attempt to set it up and get Internet access.  I kept receiving errors and had no Service light, only a Ethernet and Broadband light.  Decided to let it sit overnight, but had no improvement the morning of 11/03.

 

Called customer service at about 10am after attempting install again, went through a very painfully long and frustrating scripted call with a tech (Seriously, who writes these scripts?  It's awful!) and they said they couldn't find the problem, and would send a technician that day between 4-8pm.  I gave them the gate code to get into the complex.

 

Technician (Mark {Personal content removed}, Houston TX) called me just before 6pm while I was in the shower and said they couldn't get inside, and that they were never given the gate code.  I got him inside, he spent 5 minutes in my apartment playing with the router before saying that there was an "LDAP error" which they had never heard of.  Mark called his manager, who said that it was a billing issue and that my account number wasn't set up for service yet, even though I'd set up service the week before and received an email saying I was ready to go on 11/02.  

 

Mark absolutely refused to call the office to have this issue resolved, and said that I would have to call ATT myself to get it figured out.  I asked him not to leave until my service was up and running, but he refused.  He became very rude and belligerent when I asked him for his name and his manager's name (Henrich Muschamp) and would not tell me what division he worked for, or even his job title!  I asked him to give me more information about what the problem was, and asked him to fix it, but all he said was, "Sorry, I can't do that." and then he left!  Absolutely disgraceful and awful.

 

If there was a problem with my account, why didn't the phone technician say something when I called?  They recognized that I had service requested for 11/02.  Why did the home technician leave my apartment without doing ANYTHING except calling his manager and playing with his toolbelt (literally spinning it around in his hand)?

 

Immediately after Mark left, I called ATT again.  They gave me the run-around, including apologizing for my frustration for several minutes (which, for the record, does NOT make anyone less frustrated).  They were not able to detail the account error to me, but claimed to have fixed it.  Still no service.  They said they would have to send a technician out...AGAIN!  I told them that I needed a technician to come out that night, because no one would be available for install for the rest of the week.  I was also frustrated because I already had a technician in my apartment not 10 minutes before that, and they'd washed their hands of the situation and left.

 

Phone tech tried to tell me that they wouldn't be able to send a technician until today, Monday.  This was still before 8pm, which the home technicians work until.  I said this was unacceptable and asked to speak to a manager.  I spoke with a manager who said his name was Kiz or Tiz (who seriously had me powercycle my equipment AGAIN.  Are you serious?), and he said he would speak with technician dispatch and get someone out to my apartment THAT NIGHT.  He also said he would call me back within 30 minutes to let me know.

 

He never called back.  I called ATT again at 8pm and was told that a technician had been scheduled to come out Monday between 8am and 12pm.  WHAT?  I never approved that appointment, and specifically refused a technician unless they could come out tonight!  The phone technician tried to say that I must have "misunderstood" what the manager told me.  Absolutely not.  ATT jerked me around all day long, sent a technician who was completely incompetent and rude, and then tried to shuffle me through the phone tree until after 8pm so they wouldn't have to send someone else to fix their mistakes.

 

I said that I wanted to cancel my service if they couldn't get someone out that night to fix it.  They transferred me to cancellations, which was conveniently closed for the night.  

 

I've been a "customer" for 2 days, and this is the worst service I've received from ANY company.

 

I will gladly be taking my money elsewhere, and informing everyone I know about this ridiculous fiasco.  Seriously disgusting.

Worse Customer Service I've Ever Had

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Nov 4, 2013 11:05:13 AM
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Click on the hyper link in my sig for AT&T Customer Care, you will be taken to their PM page.  They are an escalation team that is higher than regular Customer Support.  Send them a PM with your info along with your concern and they will help you get this resolved.  Watch the blue envelope at the top of the forum page for message notification, as they will contact you via PM as well.

Click on the hyper link in my sig for AT&T Customer Care, you will be taken to their PM page.  They are an escalation team that is higher than regular Customer Support.  Send them a PM with your info along with your concern and they will help you get this resolved.  Watch the blue envelope at the top of the forum page for message notification, as they will contact you via PM as well.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 4, 2013 11:10:32 AM
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Edited by cpike on Nov 4, 2013 at 11:11:17 AM

I sent them a private message about an hour ago.  No reply yet.

I sent them a private message about an hour ago.  No reply yet.

Re: Worse Customer Service I've Ever Had

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Nov 4, 2013 11:15:28 AM
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ACE - Expert

Hang in there, they will be in touch with you.

Hang in there, they will be in touch with you.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Worse Customer Service I've Ever Had

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Nov 4, 2013 12:22:44 PM
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Community Manager

Hello cpike,

 

I just want to let you know, we received your message and one of our specialists will be contacting you as soon as possible, however, please keep in mind, it can take up to 2 business days in some cases.

 

Thank you,

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.

Hello cpike,

 

I just want to let you know, we received your message and one of our specialists will be contacting you as soon as possible, however, please keep in mind, it can take up to 2 business days in some cases.

 

Thank you,

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: Worse Customer Service I've Ever Had

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Nov 4, 2013 12:26:04 PM
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Edited by cpike on Nov 4, 2013 at 12:26:56 PM

Seriously?! 2 Days? I have done nothing wrong here, and you want me to sit around for 4-5 days after my initial start date? I'll be calling to cancel tonight and will go to Comcast.

 

Horrible, horrible service, Uverse.

Seriously?! 2 Days? I have done nothing wrong here, and you want me to sit around for 4-5 days after my initial start date? I'll be calling to cancel tonight and will go to Comcast.

 

Horrible, horrible service, Uverse.

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Nov 4, 2013 1:15:21 PM
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Edited by ATTDmitriyCM on Nov 4, 2013 at 1:17:47 PM

I apologize for misunderstanding. It's up to 2 days, not 2 days "period", and it's usually much quicker, but they're a relatively small group (it's not a regular customer service) that works with this forum and other social media channels, so we have to set right expectations. I asked for your case to be looked into as soon as possible, you should be hearing from a specialist shortly.

 

Please let me know if you have any other questions.

 

Thank you,

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 apologize for misunderstanding. It's up to 2 days, not 2 days "period", and it's usually much quicker, but they're a relatively small group (it's not a regular customer service) that works with this forum and other social media channels, so we have to set right expectations. I asked for your case to be looked into as soon as possible, you should be hearing from a specialist shortly.

 

Please let me know if you have any other questions.

 

Thank you,

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: Worse Customer Service I've Ever Had

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Spoke with a chat agent, still no help whatsoever.  Part One:

 

Thank you for choosing AT&T. A representative will be with you shortly.

You are now chatting with 'Gaikwad'

Gaikwad: Thank you for contacting AT&T, my name is Kondiba. Please allow me a moment to review your account details with the information you have provided.

Gaikwad: We have not heard from you. Do you wish to continue the chat?

C Pike: Yes.

C Pike: I thought you were reviewing my account details?

Gaikwad: I am sorry, that is an automated message by the system. How are you doing today?

C Pike: Not good. I have had nothing but trouble and frustration from Uverse and your staff since Sunday morninh.

C Pike: g*

Gaikwad: I apologize for the inconvenience. Rest assured, I can help you get this issue resolved.

Gaikwad: How may I help you today?

C Pike: I had a technician at my house to install my Uverse yesterday and he left after 5 minutes saying there was a billing issue and he refused to help. I called and they said that there was some error on their end, and they would need to send a technician AGAIN. I told them to send one that same day (Sunday) and they said they would schedule someone and call back. They never did.

C Pike: They then scheduled a technician appointment for 8am-12pm today, which was not authorized with me. No one is home.

Gaikwad: I am sorry you had to go through this, even I would feel the same. Rest assured, I am here to help you.

C Pike: I posted a message on the ATT forum and they said that someone would contact me, but it would take 2 days. Unacceptable. My service started 11/2 and I have no service. If this can't be resolved today, I am planning to cancel the service.

C Pike: No one will be home to accept any technicians until 530pm today.

Gaikwad: I apologize Ms. Pike, let me go through the details on the account and see if there is any appointment for today and modify that as per your request. Please give me a minute while check that for you. I would appreciate your patience.

C Pike: Go for it.

Gaikwad: Thank you.

Gaikwad: For your security and to ensure we protect your privacy, I must authenticate your account before I can access your records to assist you. Please verify the 4 digit passcode.

C Pike: ****

Gaikwad: Thank you.

Gaikwad: I am still working on your account.

C Pike: Okay.

Gaikwad: Thank you, when do you prefer a technician?

C Pike: I cant be home until 530pm or later.

Gaikwad: Okay, I have the appointments available for tomorrow between 8 AM - 4 PM and on Wednesday all three appointments from 8 AM - 8 PM.

Spoke with a chat agent, still no help whatsoever.  Part One:

 

Thank you for choosing AT&T. A representative will be with you shortly.

You are now chatting with 'Gaikwad'

Gaikwad: Thank you for contacting AT&T, my name is Kondiba. Please allow me a moment to review your account details with the information you have provided.

Gaikwad: We have not heard from you. Do you wish to continue the chat?

C Pike: Yes.

C Pike: I thought you were reviewing my account details?

Gaikwad: I am sorry, that is an automated message by the system. How are you doing today?

C Pike: Not good. I have had nothing but trouble and frustration from Uverse and your staff since Sunday morninh.

C Pike: g*

Gaikwad: I apologize for the inconvenience. Rest assured, I can help you get this issue resolved.

Gaikwad: How may I help you today?

C Pike: I had a technician at my house to install my Uverse yesterday and he left after 5 minutes saying there was a billing issue and he refused to help. I called and they said that there was some error on their end, and they would need to send a technician AGAIN. I told them to send one that same day (Sunday) and they said they would schedule someone and call back. They never did.

C Pike: They then scheduled a technician appointment for 8am-12pm today, which was not authorized with me. No one is home.

Gaikwad: I am sorry you had to go through this, even I would feel the same. Rest assured, I am here to help you.

C Pike: I posted a message on the ATT forum and they said that someone would contact me, but it would take 2 days. Unacceptable. My service started 11/2 and I have no service. If this can't be resolved today, I am planning to cancel the service.

C Pike: No one will be home to accept any technicians until 530pm today.

Gaikwad: I apologize Ms. Pike, let me go through the details on the account and see if there is any appointment for today and modify that as per your request. Please give me a minute while check that for you. I would appreciate your patience.

C Pike: Go for it.

Gaikwad: Thank you.

Gaikwad: For your security and to ensure we protect your privacy, I must authenticate your account before I can access your records to assist you. Please verify the 4 digit passcode.

C Pike: ****

Gaikwad: Thank you.

Gaikwad: I am still working on your account.

C Pike: Okay.

Gaikwad: Thank you, when do you prefer a technician?

C Pike: I cant be home until 530pm or later.

Gaikwad: Okay, I have the appointments available for tomorrow between 8 AM - 4 PM and on Wednesday all three appointments from 8 AM - 8 PM.

Re: Worse Customer Service I've Ever Had

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Part Two:

 

 

C Pike: Seriously? None of those are going to work.

C Pike: If you can't get someone out here tonight, then I'm just going to cancel.

C Pike: I already had a tech at my apartment on Sunday and he did absolutely nothing. Nothing.

C Pike: I was then told that they would send another technician on Sunday, again, but they did not.

Gaikwad: Okay, I can set up an appointment for today between 4 PM - 8 PM.

C Pike: I won't be home until 530. No one will be there if the technician shows up before 5:30.

Gaikwad: I am sorry Ms. Pike, this window is between 4-8 PM, and the technician can come any time by 4PM or before 8PM.

C Pike: Schedule it. If he gets here after 530, then great. If he shows up before I am home, I'll just call to cancel everything when I get home.

Gaikwad: Certainly, you can do that. Please give me a minute while I update that. I am doing every thing possible I could do for you.

C Pike: Did they send someone earlier today? My account said I had an appointment from 8am-12pm but the status was listed as Unavailable.

Gaikwad: I am sorry Ms. Pike, all the time I was chatting with you that appointment is lost now. I am sorry the next would for tomorrow.

C Pike: Haha. wow. Yeah, no. Absolutely no.

C Pike: This is completely ridiculous.

Gaikwad: I apologize, I was trying my best to you help you and get the things taken care of. I am sorry I don't have an appointment in the evening until 11/06/13.

C Pike: This is the worst customer service I've had from any company. I'm cancelling.

C Pike: If you can't get me a supervisor or manager who can have my service up and running today, I would like to cancel.

Gaikwad: I am sorry Ms. Pike, I understand it is really frustrating. I am trying to do my best.

C Pike: I don't really feel like that's true. A supervisor would be able to do something about it. In fact, a supervisor told me yesterday that they would get me a technician that day.

C Pike: I have been blown off and shuffled around on the phone, the message board, and now here. Completely unacceptable.

Gaikwad: I am sorry, if you still wish to have a supervisor on the line I will get my supervisor on the line.

C Pike: Absolutely.

Gaikwad: Please give me a minute.

Gaikwad: Hi, your speaking to Harsha and i am one of the supervisor's.

Gaikwad: I heard that you had a issue with the installation date?

C Pike: I've had issues with everything.

Gaikwad: I understand your frustration and I can help you.

C Pike: My service started 11/2. It did not work. They sent a technician yesterday and he did NOTHING. He said it was a billing problem. I called back and they said it was resolved, but they would send a technician again.

C Pike: I told them to said one Sunday night, and they said they would, and did not.

Gaikwad: I understand it's upsetting and let me check what can be done?

C Pike: They scheduled me today from 8am-12pm without my permisson. I am not home, and will not be home until 530pm. I just told your rep that I wanted a tech out here TODAY or I am cancelling.

C Pike: I refuse to believe that a tech can't be sent out tonight, especially with all the frustration and mistakes from ATT.

Gaikwad: I will be right with you.

Gaikwad: I agree that you didn't have a good start with us, if we can send out today i would be happy to do that but you must understand that these are scheduled few days before.

C Pike: There was an open slot until about 5 minutes ago. I don't believe that a spot can't be made in case of emergencies.

Gaikwad: All the tech's will be out on the job's already for the day.

C Pike: This has all been mistake after mistake on your end. It's not my responsibility to keep calling and trying to get a technician out here.

Gaikwad: I am sorry for all the trouble you been through.

Gaikwad: Ms.Pike, these slots are booked real time and can't create a new slot when it's booked.

C Pike: I'd like to cancel my service now.

Gaikwad: I am sorry to hear that and we wouldn't want to loose you as our customer.

C Pike: If this is how you treat customers, I don't want to be one.

C Pike: This is completely ridiculous.

Gaikwad: I completely understand your feeling and i apologize for everything happened.

Gaikwad: If you can give us another chance to help you and we will ensure that we will not let you down.

C Pike: Can you get my service working today?

Gaikwad: Unfortunately, we can't send out a tech today however we can send a tech tomorrow.

C Pike: Nope.

C Pike: How do I cancel?

Gaikwad: Ms.Pike, you will have to contact our retention's team to close the account.

C Pike: Give me that information.

Gaikwad: Our Retention team is available to assist you at 1(800)288-2020.  When prompted, state "Cancel" and you will reach a Retention agent.

Gaikwad: They are available Monday to Friday, 8:00am to 5:00pm Central; Saturday 8:00am to 4:00pm Central.

C Pike: Good. I'll be calling them right now.

Gaikwad: I am sorry that, i was not able to assist you today.

Part Two:

 

 

C Pike: Seriously? None of those are going to work.

C Pike: If you can't get someone out here tonight, then I'm just going to cancel.

C Pike: I already had a tech at my apartment on Sunday and he did absolutely nothing. Nothing.

C Pike: I was then told that they would send another technician on Sunday, again, but they did not.

Gaikwad: Okay, I can set up an appointment for today between 4 PM - 8 PM.

C Pike: I won't be home until 530. No one will be there if the technician shows up before 5:30.

Gaikwad: I am sorry Ms. Pike, this window is between 4-8 PM, and the technician can come any time by 4PM or before 8PM.

C Pike: Schedule it. If he gets here after 530, then great. If he shows up before I am home, I'll just call to cancel everything when I get home.

Gaikwad: Certainly, you can do that. Please give me a minute while I update that. I am doing every thing possible I could do for you.

C Pike: Did they send someone earlier today? My account said I had an appointment from 8am-12pm but the status was listed as Unavailable.

Gaikwad: I am sorry Ms. Pike, all the time I was chatting with you that appointment is lost now. I am sorry the next would for tomorrow.

C Pike: Haha. wow. Yeah, no. Absolutely no.

C Pike: This is completely ridiculous.

Gaikwad: I apologize, I was trying my best to you help you and get the things taken care of. I am sorry I don't have an appointment in the evening until 11/06/13.

C Pike: This is the worst customer service I've had from any company. I'm cancelling.

C Pike: If you can't get me a supervisor or manager who can have my service up and running today, I would like to cancel.

Gaikwad: I am sorry Ms. Pike, I understand it is really frustrating. I am trying to do my best.

C Pike: I don't really feel like that's true. A supervisor would be able to do something about it. In fact, a supervisor told me yesterday that they would get me a technician that day.

C Pike: I have been blown off and shuffled around on the phone, the message board, and now here. Completely unacceptable.

Gaikwad: I am sorry, if you still wish to have a supervisor on the line I will get my supervisor on the line.

C Pike: Absolutely.

Gaikwad: Please give me a minute.

Gaikwad: Hi, your speaking to Harsha and i am one of the supervisor's.

Gaikwad: I heard that you had a issue with the installation date?

C Pike: I've had issues with everything.

Gaikwad: I understand your frustration and I can help you.

C Pike: My service started 11/2. It did not work. They sent a technician yesterday and he did NOTHING. He said it was a billing problem. I called back and they said it was resolved, but they would send a technician again.

C Pike: I told them to said one Sunday night, and they said they would, and did not.

Gaikwad: I understand it's upsetting and let me check what can be done?

C Pike: They scheduled me today from 8am-12pm without my permisson. I am not home, and will not be home until 530pm. I just told your rep that I wanted a tech out here TODAY or I am cancelling.

C Pike: I refuse to believe that a tech can't be sent out tonight, especially with all the frustration and mistakes from ATT.

Gaikwad: I will be right with you.

Gaikwad: I agree that you didn't have a good start with us, if we can send out today i would be happy to do that but you must understand that these are scheduled few days before.

C Pike: There was an open slot until about 5 minutes ago. I don't believe that a spot can't be made in case of emergencies.

Gaikwad: All the tech's will be out on the job's already for the day.

C Pike: This has all been mistake after mistake on your end. It's not my responsibility to keep calling and trying to get a technician out here.

Gaikwad: I am sorry for all the trouble you been through.

Gaikwad: Ms.Pike, these slots are booked real time and can't create a new slot when it's booked.

C Pike: I'd like to cancel my service now.

Gaikwad: I am sorry to hear that and we wouldn't want to loose you as our customer.

C Pike: If this is how you treat customers, I don't want to be one.

C Pike: This is completely ridiculous.

Gaikwad: I completely understand your feeling and i apologize for everything happened.

Gaikwad: If you can give us another chance to help you and we will ensure that we will not let you down.

C Pike: Can you get my service working today?

Gaikwad: Unfortunately, we can't send out a tech today however we can send a tech tomorrow.

C Pike: Nope.

C Pike: How do I cancel?

Gaikwad: Ms.Pike, you will have to contact our retention's team to close the account.

C Pike: Give me that information.

Gaikwad: Our Retention team is available to assist you at 1(800)288-2020.  When prompted, state "Cancel" and you will reach a Retention agent.

Gaikwad: They are available Monday to Friday, 8:00am to 5:00pm Central; Saturday 8:00am to 4:00pm Central.

C Pike: Good. I'll be calling them right now.

Gaikwad: I am sorry that, i was not able to assist you today.

Re: Worse Customer Service I've Ever Had

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