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Posted Jul 22, 2014
9:24:06 AM
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Bruised and Beaten

Bruised and beaten

I feel bruised and beaten down

   by AT&T.

The encounter with the agent,

  probably in some other country,

over the amount of my

  ever-increasing bill

left me outraged and disbelieving.

I could barely hear him

  through the static

  with his "we give you more, you pay less--

  you want less, you pay more" nonsense

wore me down, disgusted and frustrated--

  no fan of AT&T, for sure.

Bruised and beaten down,

  I followed his barely understandable directions that evening--

  and, lo!  I lost my ballgame (one of the best lately)

  lost my cable reception

  totally.

Dial up help?

  Get sales,

  get internet

  finally the guy I need--1 hour later.

And its still not fixed.

  I need a new DVR--

  not to arrive until tomorrow

  and I lose all my recordings.

 

Why can they downgrade your services with no interruptions

  but upgrading takes hours of phone calls?

Why is a company that is in the business of technology

  unable to provide clear communication lines for its sales people?

And, whatever happened to the goal of

  serving the consumer?

 

Thumbs down all around.

Bruised and beaten

I feel bruised and beaten down

   by AT&T.

The encounter with the agent,

  probably in some other country,

over the amount of my

  ever-increasing bill

left me outraged and disbelieving.

I could barely hear him

  through the static

  with his "we give you more, you pay less--

  you want less, you pay more" nonsense

wore me down, disgusted and frustrated--

  no fan of AT&T, for sure.

Bruised and beaten down,

  I followed his barely understandable directions that evening--

  and, lo!  I lost my ballgame (one of the best lately)

  lost my cable reception

  totally.

Dial up help?

  Get sales,

  get internet

  finally the guy I need--1 hour later.

And its still not fixed.

  I need a new DVR--

  not to arrive until tomorrow

  and I lose all my recordings.

 

Why can they downgrade your services with no interruptions

  but upgrading takes hours of phone calls?

Why is a company that is in the business of technology

  unable to provide clear communication lines for its sales people?

And, whatever happened to the goal of

  serving the consumer?

 

Thumbs down all around.

Bruised and Beaten

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Jul 22, 2014 12:40:57 PM
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ACE - Professor

CTTKID wrote:

Bruised and beaten

I feel bruised and beaten down

   by AT&T.

The encounter with the agent,

  probably in some other country,

over the amount of my

  ever-increasing bill

left me outraged and disbelieving.

I could barely hear him

  through the static

  with his "we give you more, you pay less--

  you want less, you pay more" nonsense

wore me down, disgusted and frustrated--

  no fan of AT&T, for sure.

Bruised and beaten down,

  I followed his barely understandable directions that evening--

  and, lo!  I lost my ballgame (one of the best lately)

  lost my cable reception

  totally.

Dial up help?

  Get sales,

  get internet

  finally the guy I need--1 hour later.

And its still not fixed.

  I need a new DVR--

  not to arrive until tomorrow

  and I lose all my recordings.

 

Why can they downgrade your services with no interruptions

  but upgrading takes hours of phone calls?

Why is a company that is in the business of technology

  unable to provide clear communication lines for its sales people?

And, whatever happened to the goal of

  serving the consumer?

 

Thumbs down all around.


I'm confused. You state you called about your bill, but follow the rep's directions? Directions to do what?

 

Most customers have no issues upgrading their service. Most customers also have no problems with a clear line. If the call clarity was that bad, you should have hung up and called again.


CTTKID wrote:

Bruised and beaten

I feel bruised and beaten down

   by AT&T.

The encounter with the agent,

  probably in some other country,

over the amount of my

  ever-increasing bill

left me outraged and disbelieving.

I could barely hear him

  through the static

  with his "we give you more, you pay less--

  you want less, you pay more" nonsense

wore me down, disgusted and frustrated--

  no fan of AT&T, for sure.

Bruised and beaten down,

  I followed his barely understandable directions that evening--

  and, lo!  I lost my ballgame (one of the best lately)

  lost my cable reception

  totally.

Dial up help?

  Get sales,

  get internet

  finally the guy I need--1 hour later.

And its still not fixed.

  I need a new DVR--

  not to arrive until tomorrow

  and I lose all my recordings.

 

Why can they downgrade your services with no interruptions

  but upgrading takes hours of phone calls?

Why is a company that is in the business of technology

  unable to provide clear communication lines for its sales people?

And, whatever happened to the goal of

  serving the consumer?

 

Thumbs down all around.


I'm confused. You state you called about your bill, but follow the rep's directions? Directions to do what?

 

Most customers have no issues upgrading their service. Most customers also have no problems with a clear line. If the call clarity was that bad, you should have hung up and called again.

*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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Jul 22, 2014 3:55:34 PM
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Mentor

well there's your answer... your fault

well there's your answer... your fault

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Jul 24, 2014 10:55:25 AM
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Community Manager

 

Hello @CTTKID 

 

I'm very sorry for any frustration with the upgrade. What plan were you trying to upgrade from and to? In some cases, you have to get new equipment to work with certain plans. If you still need help, you can send us a private message by clicking here and one of our best specialists will be happy to assist.

 

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 @CTTKID 

 

I'm very sorry for any frustration with the upgrade. What plan were you trying to upgrade from and to? In some cases, you have to get new equipment to work with certain plans. If you still need help, you can send us a private message by clicking here and one of our best specialists will be happy to assist.

 

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.

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Jul 26, 2014 12:05:28 PM
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Hi Dimitri
Thank you for your message to me (Bruised and Beaten). I was 3 days without TV and with 5 contacts with ATT due to an attempt to Upgrade from 300 to 450. Here is what I think could have alleviated this problem.
1. The ATT "salesperson" who I got when I called with a question about my bill was impossible to understand clearly due to static interference on the phone line and his rapid speech with accent. I mentioned this to him several times and even had him call me back on another line but either he didn't do that or his headset was faulty. That he didn't address my questions (I think, but I couldn't hear him clearly) annoyed me greatly and that I ended up upgrading my service was not what I wanted. However, I agreed to it out of frustration and a need to get on with my life.
Suggestion: take a look at these first contacts and the equipment they use with customers. Makes a difference.
2. When I unplugged and plugged in my receiver that evening, I had NO TV. Would have helped if ATT rep had checked on my old receiver and noted that there could be a problem with new software. 24 hours later another ATT IT arranged for new receiver to be sent to me. Would have been nice to know that I had to get an HTMI cable too, to make it work. Final contact with IT person was OK except I had to figure out to reset my TV to "HTMI ". Actually I found it by accident. Good thing because I was ready to change to Comcast even though it would further complicate my life.

I have used ATT for several years. I forget how many. I have had good experiences with your people before. The billing situation with continuous rising prices with no agreement is maddening. As is the loss of my TV for 3 days when my baseball team was playing some very exciting games. Do I get a rebate for the lost days of service with added frustration in not being able to get this fixed in a timely manner?

Than you for your inquiry



Sent from my iPad
Hi Dimitri
Thank you for your message to me (Bruised and Beaten). I was 3 days without TV and with 5 contacts with ATT due to an attempt to Upgrade from 300 to 450. Here is what I think could have alleviated this problem.
1. The ATT "salesperson" who I got when I called with a question about my bill was impossible to understand clearly due to static interference on the phone line and his rapid speech with accent. I mentioned this to him several times and even had him call me back on another line but either he didn't do that or his headset was faulty. That he didn't address my questions (I think, but I couldn't hear him clearly) annoyed me greatly and that I ended up upgrading my service was not what I wanted. However, I agreed to it out of frustration and a need to get on with my life.
Suggestion: take a look at these first contacts and the equipment they use with customers. Makes a difference.
2. When I unplugged and plugged in my receiver that evening, I had NO TV. Would have helped if ATT rep had checked on my old receiver and noted that there could be a problem with new software. 24 hours later another ATT IT arranged for new receiver to be sent to me. Would have been nice to know that I had to get an HTMI cable too, to make it work. Final contact with IT person was OK except I had to figure out to reset my TV to "HTMI ". Actually I found it by accident. Good thing because I was ready to change to Comcast even though it would further complicate my life.

I have used ATT for several years. I forget how many. I have had good experiences with your people before. The billing situation with continuous rising prices with no agreement is maddening. As is the loss of my TV for 3 days when my baseball team was playing some very exciting games. Do I get a rebate for the lost days of service with added frustration in not being able to get this fixed in a timely manner?

Than you for your inquiry



Sent from my iPad

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