Helpful Links

Poor customer service

Highlighted
Participant

Poor customer service

Or having U-verse for five days, we have received the worst customer service imaginable. The modem crashed within five days of being set up, called customer service, reached tech-support, they indicated they could put a service note in when I would be home, that did not happen. Spoke to a manager and he confirmed notes could be left for the technician, again did not happen. Lost a day of service, what a whopping five dollars in credit. in addition, I lost and hours worth of work, to be home early, because their equipment was faulty. Make sure you request the new modem boxes, that are just being released, otherwise you too could be inconvenienced and they could care less. Lastly, they lied about the Cash-back I would receive, because the notes for incomplete and do not match what the rep told me when she set me up. The most unprofessional phone manners, and I am sorry I ever agreed to a two-year contract with this company!
Tags (1)
825 Views
Message 1 of 9
Community Manager

Re: Poor customer service

Hello @Anneln155 

 

I'm sorry for the issues you experienced with your new service. I'm glad to hear that the problem with your modem got resolved, but it sounds like you still need help with billing or rewards? Our team will be happy to look into it for you and help with anything we can. Please send us a private message by clicking here with your name, phone number, account number and the best time you can be reached.

 

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.

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 9
Employee

Re: Poor customer service

I'm sorry to hear of your troubles. It definitley can be frustrating, but let me assure you that you did not sign a two year contract. At most, for any of our home services, the longest term is one year. We do have two year promotions when bundling U-Verse, tv, internet and phone, but it's still a one year term. Did you by chance bundle our internet with DirecTv?

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 9

Re: Poor customer service

First of all most of at&t customer service are careless about customers and I am unsatisfied with eighty percent I start account with UVerse internet and the agent of sales what ever was very careless about my last name and spell my name wrong before make sure is the right name I had problem every month to log in to my account on line to pay the bill and I tried to check my email accuse my last name is wrong I cant log in to my email my user name is my first and last name and recently I received a mail from at&t U Verse ng my payment with U Verse go through and I don't know why I have enough money in my account and every other bill I paying there is no problem only with U Verse s problem and I tried to call and talk with agent 3 time I got hang up and the last one was disconnected and I left with misery I am telling you I am not satisfied and I am waiting my commitment time over and quit at&t its getting worst and worst every day and if I rate customer service between 0 to 100 I will put 10 only and I can tell I don't like the service at all

Message 4 of 9

Re: Poor customer service

@lilybug0411 

 

You need to stop telling people you don't have two year contracts when there are bundles that are promos for 2 years.  I signed a 2 year contract in July of 2012 and there are still 2 year contracts listed on the AT&T website.

 

As an employee you need to have your facts straight before telling a customer incorrect information

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 5 of 9
Employee

Re: Poor customer service

I do have my facts straight. I've been selling U-Verse service for the last year and a half, so I know for a fact we do not have two year contracts. We do have two year promotions when bundling all 3 services, tv, internet and phone, but let me assure you that it is still only a one year contract. I've included a screen shot from att.com that shows this. Please look right underneath where it shows $79 in the magenta color. You will clearly see that it says the promo is for 24 months with a one year term. The only way a customer would sign a two year agreement is if our U-Verse tv service is not available and they chose to bundle DirecTv with either our phone and internet service, and even then, the contract is with DTV, not at&t.U-Verse bundle.png

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 6 of 9
Contributor

Re: Poor customer service

Pese a propósito de comprar un AT & T Nokia Lumia 620 (Telus en Canadá), no soy capaz de enviar o recibir MMS. El soporte técnico admitió que no había nada que pudieran hacer después de probar varias cosas. Chris en la facturación no fue capaz de devolverme el 60 $ de compra plan y también me compré un sim AT & T. Total arrancada: $ 87.00. Usted no puede conseguir su propio producto para el trabajo? Volver a Straight Talk y una factura de 15 $ más barato y sin problemas portar el número. Gracias y disfrutar de mi dinero del préstamo. En mi tasa de interés, me acabo de dar 139,20. Adiós y mirar hacia fuera para mis otros puestos en sus sitios web, ya esta historia se está repetida

Message 7 of 9

Re: Poor customer service

They will only compensate for lost service.  They consistently provide equipment that does not last.  This past week I had to have my second DVR replaced.  This is now two occasions where I lost numerous recorded television shows and movies for myself, wife, and children.  I too had to miss work for the four hour window that they gave me to be home for service.  Since my DVR was out which meant I could not watch tv or record any shows for four days they gave me $12 for all of that trouble.  Yep, equipment and customer service leave a lot to be desired.

Message 8 of 9
Contributor

Re: Poor customer service

Sounds like the people on this thread had it easy. It took 3 weeks to get my service and I have yet to get a straight answer. A full bill or have any idea what service I am signed up for. After 3 weeks I was grateful to get anything. But don't worry, because  without ever sending a bill or having the amount posted in my online account they sent a letter and gave me two days to pay an amount--still without ever listing the service I supposedly have.

The service was so unbelievably incompetent, it is only fitting that I be given two days to pay. ATTs monopoly status makes it difficult to have any real choices. 

Let me say loud and clear Uverse is the worst serviced, most unreliable, incompetently run product I have ever had the misfortune to need. The level of disgust I feel for this product the way it is administered and the company that offers it cannot be matched by any prior experience, with any service. Ridiculous!

Message 9 of 9
Share this topic
Announcements

Welcome to the U-verse Account Page! Check out some of our helpful articles below!

You can learn about your payment options and even first bill information!

Additional Support