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Worst Uverse Costumer experience ever

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Worst Uverse Costumer experience ever

I have never had negative ATT experience until today (4/5/14).  For two years, I had ATT Uverse.  The speed was decent but the cost was an issue.  The cable company was willing to provide me more for the fewer prices. 

On 3/25/14 I decide to chat with an Uverse rep.  Explain that I was unhappy with my current service.   We agreed on a new service and a same price if a stayed with ATT.  The Service would allow me to have more channels, same phone and internet but also have two wireless receivers instead one wired.  (I took a picture of the chat room to confirm this)  That became false.  I have to one that is wired.  The issue was that I need the current location of the wire DVR to be relocated.  Due to the time, I had to call the next day to a sale specialist. 

3/26/14.  I have called to place a date and order for installation.  The female sale rep had computer issues and could not process my order.  She transfers me to another rep which cannot process my order due to the issue that the previous rep was still active in my account.  He reassures me that the order will be process but could not give me a date.  I had to call again the next day.

3/27/14 I have placed another call again, to finally be able to choose an installation date.  The rep told me the order was place to be installed on Monday but I should receive my receiver Friday the 28th.   I did not want them to come on Monday because I had to work.  The rep then reschedules me for Saturday, April 05, 2014 between 1-3pm. 

3/28/14 the wirelesses receiver came in. 

3/29/14 because I have to wireless receive, I might as well use it.  Attempted to install it but had errors.  I contacted Uverse through chat.  They told me I will not be active till Monday, 3/31/14.  Ok, I can wait till Monday.

3/31/14 during my work hour, ATT techs called to say he was on his way to my house.  I told him that was incorrect and he was supposed to be there Saturday.  He then cancelled the call a stated that it must be an error on their half. Later that night I tried to install wireless receiver again.  Error came up saying that my wireless unit was not made more my current account.  (I used a curse word here).  Again, I used that chat room for Uverse.  They told me that they have to register the wireless device.  Ok awesome.  After an hour, the wireless receiver worked.  Before I ended the conversation, I made sure that my installation appointment was still active for Saturday.  They said yes.  Plus the wireless receiver did not come with a remote.  Due to the issue I can only have one active order at a time, I could not receive a remote until after the installation or I can ask the technician for one.

4/3/14 a ATT sale specialist called me to see how was my Uverse doing so far due to the high volumes of called I made.  He told me that the issue would be resolve earlier if I did not cancel my original appointment.  (Those kind of ticked me off)  I kindly explain to him that it was an ATT service fault and I did not select that date.  He told me he will call me Saturday after my installation to make sure everything is resolve. 

4/5/14.  Installation day!  Appoint was supposed to be there between 1-3pm.  Usually they call me to confirm. 1:15, I decide to call just in case.  I used the Uverse chat room again.  I told the rep that I would like to know when the tech will be arriving at my house today.  30 min later, there was a facility error and the technician cannot be there.  I ask them to explain what happen and why did not one attempted to call me.  Without understand the issue I been though, I was throw dates for installation.  I told them I would like to directly speak to a manager/supervisor.  20 min later, Roy their supervisor call me.  I explain the situation and was hinted that it was an error in my part.  Say that I did not cancel my original, this would have been resolve.  WOW!  Now I am mad.  I told him while that it was ATT fault.   I did not choose the original date but it was lack of communication and computer issue that cause this issue.  He then apologizes and told me it was out of his control and I need to select a new date.  He then had issue with computer and had to call me back when the date was schedule.  To call me back 20 minute later to confirm my date for 4/12/14 at 9-11am.  He also told me to contact them again Saturday to allow compensating me for my ordeal.  They better make me very happy with the compensation!

 

Never in my life, I had an issue like this.  I type this complaint while I was on the phone with Roy.

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Message 1 of 7
Mentor

Re: Worst Uverse Costumer experience ever

I too were having issues today I even raised my voice on a couple of them but I felt sorry for they were only doing their job. But there was this very nice rep whose name is Charlie who went above and beyond to help me with my account. Thank you Charlie if you are reading this. I am a new Uverse customer.

And also can somebody tell me if I am thinking otherwise when I got this email today? I was arguing with this girl over the phone as to why the email should be worded that way. explaining to her why it says I redeemed the rewards card today when I have not even received it and she kept telling me maybe I redeemed it online? These kind of reps are giving ATT a bad image. Then she put me on a recording telling me how much I owe. How rude.


Here is the email Smiley Very Happyear valued AT&T member,

Thank you for redeeming your AT&T reward on 04/05/2014. You have taken the first important step toward receiving your reward!

Remember, you'll need to maintain active, qualifying service(s) for 30 days from your installation date to receive your reward. Once your active service has been confirmed, we will send you an email letting you know that your reward is processing.

In addition to the email updates that we will send you regarding the status of your reward, you can check the status at the AT&T Reward Center.

Sincerely,

The AT&T Reward Center Team
Message 2 of 7
Tutor

Re: Worst Uverse Costumer experience ever

I do understand that issue too.  The way the worded the email as if you already redeemed the card.  They also sent me a email to return a receiver but was an error.  I do understand that the ATT reps are doing their job but I wish they communcation better with one another.  

Message 3 of 7
Highlighted
Mentor

Re: Worst Uverse Costumer experience ever

So this is how the rewards card work  because I just got a letter in the mail and it gave me a redemption code to enter online in the rewards center website which I did and I got a message that my account should be active and to expect the card within 4 weeks after my service was installed. Thank you ATT. 

Message 4 of 7
Mentor

Re: Worst Uverse Costumer experience ever

So this is how the rewards card work because I just got a letter in the mail and it gave me a redemption code to enter online in the rewards center website which I did and I got a message that my account should be active and to expect the card within 4 weeks after my service was installed. Thank you ATT.
Message 5 of 7
Tutor

Re: Worst Uverse Costumer experience ever

4/7/14, again i was called by ATT to tell me that a tech was coming.  Again they mess up my appointment.  It for Saturday the 12.  This time the rep told me for the last two week they were having issue processing orders.  I am not the only customer with a issue with wrong dates.  It is not to the point they have to refer me to the the esculating department.  I really hope they can fix their issues

Message 6 of 7
Tutor

Re: Worst Uverse Costumer experience ever

The issue is not fix. Thanks to paul the tech who came out and fix my issues

Message 7 of 7
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