Horrible customer service experience

THIS COMPANY IS HORRIBLE. NO ONE KNOWS HOW TO CUT MY SERVICES BACK ON. HOW THE HECK DOES SOMEONE CUT OFF YOUR SERVICES FOR SOMEONE WHO PAYS THE BILL ON TIME. JUST HOW? HOW IS THAT POSSIBLE. AT&t NEEDS TO FIRE EVERYONE THAT WORKS FOR THAT STUPID IT CALL NUMBER CENTER BECAUSE NOBODY CAN ASSIST ME WITH MY ISSUES. I TRIED TO HAVE MY SERVICES TRANSFERRED TO A NEW LOCATION BUT I WAKE UP THE NEXT DAY AND FIND ALL OF MY SERVICES CUT OFF. NO INTERNET AND NO CABLE. WHAT IS REALLY GOING ON HERE???? HOW? I CALLED SEVERAL MANAGERS AND REGIONALY MANAGERS AND NOOOOBODY COULD GIVE ME A REASON FOR CUTTING OF MY SERVICES. THEY CLAIM IT WAS SOME STUPID ERROR. REALLY? IS THIS HOW U TREAT CUSTOMERS FOR AT&T. I SUGGEST IF YOU A CUSTOMER TO END BUSINESS WITH AT&t IMMEDIATELY. THEY ARE A BUNCH OF WACKOS AND LAMES AND DONT UNDERSTAND THE IMPORTANCE OF HELPING OUT CUSTOMERS. 

I had a horrible experience trying to read this post full of capital letters and no punctuation or paragraph breaks.

Tdwill: you are free to leave and go to another provider.

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@tdwill wrote:
I'm just making you aware of the bad services out there. AT&T is stupid.

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I hope that you realize that almost eveyone on this forum is already a U-verse user, and are very happy with their service. They are not going to switch because you have a tantrum about what you perceive is bad service.

Perhaps you should post on the forums for other providers since you want to warn people about what you consider to be bad service from U-verse.

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After about three weeks of my U-verse TV service not working correctly and three service calls calls to eventually fix it, I called to request a credit. I spoke to a gentleman with a thick Indian accent at about 6:00 PM Eastern time on Friday, June 24.  It was bar none the worst customer experience of my life. He questioned me on the details of my issue and challenged me as to whether I was due compensation for my inconvenience. After 30 minutes of frustration, I asked to speak with his manager. I was then placed on hold again and eventually connected to James, who I assumed was based in the United States. James was the polar opposite of the previous customer service rep. He was very attentive to my needs and resolved my issue with grace. Even though I was on the phone for nearly an hour total, I am happy that the AT&T customer service team came through. Whomever I spoke to before James should be fired, or at least seriously reprimanded. I was almost at the point of canceling my service in frustration. Luckily, my issues are now fixed and I will continue to be a loyal customer. 

@Johndeere1

Don't be too quick to praise that AT&T customer service rep....yet.

Until you see the credit on your bill don't count on the issue being solved, even then 

the credit they give you on the initial bill it appears on could be deducted on the following months bill....

As for the rude Indian rep, I have been an AT&T customer for quite some time, and the 

nasty attitude from their reps in general have increased over the past few years. 

In the past even if most reps were ineffective at getting problems solved they were almost always polite, and professional, and at least made it seem like they were genuinely concerned about solving your problem...not so much today. 

I am 100% completely unsatisfied with the situation I have been dealing with for the last few days. On Saturday, March 25th, we had an appointment scheduled to transfer our service. We have been loyal customers for 5 years and it only made sense to continue service with your company. The technician arrived Saturday morning and was able to install all of the cable boxes. Unfortunately, afterwards he was not able to find the service to the home and had to call a locator to assist. The locator spent all afternoon searching but was not able to locate it. After arriving at the conclusion that the service would not be installed that day, we were told that a technician would arrive Sunday, March 26th to complete the job. At 1pm that day, we still had not heard or seen anything and we decided to call to check the status. After spending 45 minutes on the phone and eventually requesting to speak with a supervisor, the associate told us that a technician would arrive between 8am-8pm. That being said, we never spoke to a supervisor as we assumed the information the associate was providing was accurate. Well, no one showed up at all on Sunday. Yesterday Monday, March 27th, we called AGAIN to check the status of the order. This time, we spent over an hour on the phone and were told that someone might “possibly” come out tomorrow (Tuesday). After all of this, we received an email last night confirming an order to be completed April 6th. APRIL 6TH?!?!!? What?! That’s two weeks from our original install date and that is completely unacceptable. After seeing this, we called AGAIN to speak with someone about changing that date. We were told that the earliest we would be able to get service would be Wednesday, March 29th. While that is more acceptable than April 6th, I still do not find that date to be appropriate. I am currently in Graduate school working on my master’s and the internet is a vital service that I need immediately. I tried again this morning to express my displeasure and request an earlier installation time and this time I was told the earliest appointment would be Friday, March 31st. Again, that is completely unacceptable. I should not be punished for an error that occurred on your behalf. If your service technician couldn’t find the service on Saturday, a crew should have been sent out first thing Sunday morning to resolve the situation. I have worked in the service industry for many years and even in the industry of installing service lines and such and I have never treated a customer as poorly as you all have treated us. I am completely stunned at the amount of time I have had to wait for service, the amount of time I have had to spent on the phone, and the incompetence of some of your employees. Having been a customer for over 5 years, I would have expected to be treated with more respect and decency. I find this entire situation to be absurd and I would like a response stating a valid reason as to why it should be acceptable for me to wait almost a week to have service due to an issue on your behalf. 

I appreciate the information. If this is in fact the case, I would appreciate some sort of communication from them. After being told numerous times that no one would be able to come out to the house until a later date, I showed up at home yesterday to find someone digging in my yard. He didn't say a word to me. I went inside to unload my items and when I came out to talk to him, less than 5 minutes later, he had already left. The whole situation was a little awkward. Also, as I mentioned, I am in graduate school and I cannot afford to go without internet for extended periods of time. Had they communicated with us that it could possibly be two weeks, we would have immediately found service with someone else. Maybe that's why they didn't tell us? But if that is the case, I find that to be poor customer service. 

I experienced very poor customer service earlier today. I spoke with 2 different women. One a customer service rep, the other a billing manager (Katie Blue). Both were very disrespectful to me. They interrupted me, cut me off and refused to really listen to my concerns. In no way were they willing to compromise or offer alternative, helpful solutions. As a long-time paying customer this was alarming, disappointing and very frustrating. With all the competition and changes to the cable business, this was clearly NOT a smart business move for AT&T. Especially if they care to keep their reputation and retain their good customers. Meantime, I'll be shopping around.  

Hello @mryzenga, 

We are sorry to see the experience with service and will be glad to help. Please send us a detailed message by clicking here. Be sure to include:

• Name
• Account number
• Phone number and the best time to reach you

 Once we have your account details be looking for an email to the email associated with your forum ID or a call at a provided contact number.
 
-ATTCustomerCare

I have been happy with Uverse for 7 years.  They have been very responsive to my problems.  I can count on 1 hand the number of times I have had to call them with service issues and then it was resolved in a timely manner.

I had horrible customer service with att uverse. I was given a plan with a different pricing and was promised no installation fee and activation fee and was charged with all kinds of fees. I want to cancel the account and the manager hangs up on me after 2 hours of phone call with different reps and the rep says if I cancel I have to pay the fee I was told its a trial period for a month and now they want to charge all kinds of fee.  They are awfully bad.  I am going to write a letter to the president tired of calling them.  Cannot deal with reps cause they sell you something and they charge you something else.  when u discuss they say they do not have any notes.  Horrible service. the cable wiring is on my lawn sitting for past 3 weeks I have tried to call every time somebody shows up says its not their job. 

I just found out the service on a tablet I cancelled months ago was still being billed and I received a collections notice. Apparently the agent I talked to never cancelled it when I called to cancel and signed me up for another plan (fraud?).I called again and was transferred 3 times until I got to someone that would help. The first call I made went to the number from the email they sent me but was not the right place so they transferred me to the 2nd person I talked to (Finance) and they  transferred me to a totally wrong department and that department sent me to Cancellations who cold transferred me to Collections who was able to help finally. I will not ever use AT&T wireless again.done.