New Member
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2 Messages
Lazy Technician
I was so excited to get Direct TV that I took a day off work. My appointment was from 0800-1200, I was home all morning. I got a text saying “sorry we missed you.” The technician canceled my installation, didn’t even make contact with me. I called customer service and their only fix was for me to reschedule. I use to be a technician for AT&T and to do that to a customer was viewed as unacceptable. My father worked for AT&T for 30 + years and would be disgusted that this is how customers are treated.
Juniper
ACE - Expert
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23.4K Messages
3 years ago
Agents have no direct contact with techs (often not even in the same state as they are call centers). They work off a scheduling system, so rescheduling is their option. They can submit a complaint on the order via a Field Service Request (FSR) for the no-show/missed appointment. AT&T acquiring DirecTV does not change that.
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brianpeck1986
New Member
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2 Messages
3 years ago
I understand that customer service does not have contact with technicians and rescheduling is their only option. My complaint was directed at the technician and the fact that there is no other option of assisting a customer other than rescheduling and talking to someone reading a script. Not even the ATT Account Manager who showed up to my house could help me out.
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