Failed customer service and a lot of time spent and aggravation trying to get u verse.

I still do not have u verse service. I have talked to numerous service technicians. Many have failed to honor their word. It has been a thoroughly aggravating process. I want someone higher up on the AT&T food chain (than a service tech) to call me to discuss this. This journey has been very disheartening. I am seriously considering moving all of my services to another courier. I currently pay AT&T approximately $700.00 per month for everything I use. That quickly adds up to thousands and thousands of dollars over time. I am so aggravated now. Everyone I talk to is apologetic, but, big deal, nothing is resolved. And, many have not kept their word. You cannot have good customer service without integrity. A senior manager needs to call me to discuss this. I am waiting. My story is below...

After I received an email from AT&T that u verse was finally in my neighborhood, I verified, via the u verse website, that this appeared to be true.  I gladly spent 2 hours on 11 Aug(Mon) with the first service tech and all was good. He set up a u verse appointment for 14 Aug(Thu). On 13 Aug(Wed), another service tech called me to inform me that the appointment on 14 Aug could not be honored. I was informed that there was an engineer problem. I said, "What's the problem?". The tech did not know. The tech assured me that I would still be able to get u verse though, and that AT&T would call me in 48 hours to provide an update to the problem. No one called me back. Not in 48 hours, not in 72 hours, not at all. So, on 18 Aug(Mon), I called AT&T and complained. You know what the service tech told me? "Did anyone tell you there is an engineer problem holding up your order?", the service tech said pleasantly. My response: "Really??". Again, I asked when the problem would be resolved. The tech stated that she did not know and had no approximation or estimate for a resolution. I told her that was not acceptable. No one runs a service like this. No matter where you go, a restaurant, a mechanic, dry cleaning, any kind of repair, there is always some time frame offered, some estimate as to when the service can be completed or the situation resolved. What does AT&T expect?... that I would just wait forever on a resolution? You got to give me something (some time frame) to work with, I told her. Otherwise, I will cancel my order. Of course, she said she understood. She said that she would see about escalating my order. She put me on hold. A while later, she comes back on the phone line and says that she will call me on 20 Aug to provide an update. I said, "ok, wonderful." On 20 Aug, she did call me(this is the one and only time, someone did what they said they would do). I asked her, "was the engineer problem resolved?". She never really answered that and said that she was rescheduling my appointment for 21 Aug. I said, "ok, wonderful". She had me on hold for 45 minutes trying to determine what the time of the appointment would be. Finally, she told me that it was taking too long and that she would call me back to provide a time for the 21 Aug appointment. She never called back. So, on the morning of 21 Aug, I didn't know if I had an appointment set up or not. So, I called AT&T to talk to, yet, another service tech. Of course, there was no appointment set up, and yes the tech informed me again that there is the mysterious engineer problem that persists, and that: no he doesn't know what it is nor how long it'll be to get it resolved. So, I gave him the whole story of mishaps that preceded him. He listened patiently, put me on hold, and came back after a while to inform me that he was setting up an appointment for that afternoon. Imagine my joy. He told me the appointment for 21 Aug was for between 1 pm and 4 pm, and that I needed to be home. Of course, 4 pm comes and goes, and no one shows up. So, at 4:02 pm, I call AT&T to talk to yet another service tech. He says that the engineers are still coming. The service call time range has been extended to 8 pm, so they are coming he assured me. Of course, no one called me to tell me that. But, more than that, I wasn't going to be here at 8 pm. I had obligations, which required me to leave my house at 6 pm. He said that doesn't matter, because the engineer doesn't have to get in the house. This is totally an outside job he says. Of course, I replied, "how is he going to set up my uverse (with modem and all) without going inside?" The tech said "I don't know. "This is all the information that I have." So, I say to him, "give me someone else who does know." So, after a very long wait (20-25 minutes), I am transferred to a customer service rep, and I repeat the entire story to him. He finally explains to me that the engineer is not coming to my house to setup u verse on the inside. He is only coming to address the engineer problem that is on the outside. It will take another visit to set up the inside. But, he assured me that the engineer would be there on that evening. I spent a looooonnng time talking to this person...1-2 hours telling him that he needs to flag my account and nurse (manage) this problem through to its conclusion. I told him to contact the engineers and make them aware of my ongoing frustrations and to keep me informed with any problems and to please ensure that the evening appointment is honored. Of course, at about 7:45 pm, I received an automated phone call from AT&T that my appointment could not be honored for 21 Aug. It has been rescheduled for 22 Aug, and by the way "Sorry for any inconvenience". On 22 Aug, I waited all day long for someone to show up or to call me. Neither happened. At 6:45 pm, I called AT&T and spoke to ...yet... another service tech. And, I told him the entire story all over again. By this time, you can imagine my level of aggravation and frustration. Of course, he understood why I was frustrated. So, he contacted the engineers to see what the problem was. He informed me that he was #122 in a cue to talk to the engineers, so we had to wait for almost another hour to get an explanation.   The explanation:....wait for it...denial of service!!! What? That service that you emailed me to tell me it was available in my area? That service that I spent 2 hours setting up with your service tech? That service that I continued in frustration and aggravation for over two weeks talking to numerous reps along the way, with everyone reassuring me that it was going to be resolved? That service? Oh brother, yes a manager who can discuss some kind of compensation needs to call me. What a run around.  And, finally, that final tech that I talked to late Friday evening could not get me a customer service rep to talk to for addressing this complaining, because everyone had gone home.  That service rep, ID: BT7322, promised with everything he had in him, that he would call me back today at 0930 EST.  And, guess what he didn't call back either.  I wish I had taken down the badge numbers of all the reps I spoke to prior to him.  What say you...AT&T?