How can I complain and get a resolution

Contributor

How can I complain and get a resolution

How in the world can a company as large as AT&T not have an escalation mechanism for customer complaint/resolutions.  Hope I find help here.

 

I have been trying to get a land line installed for over a week. 1st installation scheduled for Monday, 5/12; 2nd for Wednesday, 5/14 and third scheduled for today at 5:47 pm CST. Well as of 6:53 pm CST still no phone line, no call, no technician to be seen anywhere. To make matters worse whenever I try calling to get resolution, I just get a customer care rep to schedule a new date. To continue to schedule new dates without finding out why the first appointments were not met is madness. Why can't anyone reach the installation dispatcher to find out what happened to the installer?

 

This is why I do not use AT&T. I will be respectful and not mention who I get my home phone, Internet and cable service from, but they are always here when they say they will be here. If running late I get a call; and once when I needed to make a run before appointment I was able to call and they got a message to the installer. Been with them 13 years and doesn't look like I will be leaving. I am only using AT&T because my work-at-home job requires a land line. You are definitely NOT winning me over for additional services.

 

Extremely disappointed and frustrated.

Message 1 of 4 (502 Views)
Community Manager

Re: How can I complain and get a resolution

Hello, mreid66!

 

Thanks for posting. I'm sorry to hear about all the trouble you've had getting your services installed. We would be happy to look into this for you, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

Employee Contributor*
*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.
Message 2 of 4 (472 Views)
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Employee

Re: How can I complain and get a resolution

What are you getting?

U-verse is VOIP, an internet based phone requiring a RG (residential gateway).
This is a distance based product.

POTS (plain old telephone service) is the old regulated service and is installed and maintained by CIM (construction, installation, maintenance). As a non Uverse product, may explain your issue trying to establish service if calling Uverse.

The escalating method is stated above, PM customer care.
Employee Contributor*
*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.
Message 3 of 4 (463 Views)
Mentor

Re: How can I complain and get a resolution

Did you ever get your issues resolved?
Message 4 of 4 (294 Views)
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