Voyager
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2 Messages
Installation Nightmare....continues
I don't know where to began but here it goes.
- May 24th I ordered U-verse TV&Internet service. Installation scheduled for 29th of May.
- Signed up with automatic payment with my debit card (1st time)
- May 29th took a day off from work to meet the installer - never showed up. Called ATT CS and they told me that they rescheduled for the next day (30th of May) without any communications to me.
- ATT rep. gave me $10 discount off my bill.
- May 30th took another day off from work - no show again. Called CS and told me that order never got through. She said it was ATT's mistake and wanted to reschedule once again for tommorow (31st May).
- She request I give her the debit card info to complete the order (2nd time)
- For my inconvinience she offered (no installation charge and no equipment fee)
- May 31st - Once again no call no show. Called CS (on the phone 4.5hrs) and told me that they have to do site survey on my home? (got the feeling giving me run around) What the heck is site survey? She would not tell me the details. Rescheduled for June 5th.
- I had to give my Debit card info yet again for the (3rd time)
- I was offered another $10 off the bill (now $85/month before taxes)
- Missed work for the third time to meet the installer to day (June 5th), no show. Called CS was told yet again that my order did not go through. Rescheduled for (June 14th).
- Gave my card information for the fourth time today.
To recap - Missed 3 days of work, countless hours on the phone w. ATT rep, gave out my card information 4 times, and all this without any resolve. And when I asked the last CS rep about all the dicounts and free services offered to me, she simply said "...I'm sorry I can not promise you you will get all that discounts and free services. My manager has to approve..."
This has been the worst, absolutely the worst experience from any service provider. I'm truely shocked and disappointed that company like AT&T can be so unorganized.
This is my last resort for resolution...
For your reference ( acct#[Edited for privacy.])
mibrnsurg
Expert
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4.3K Messages
11 years ago
Sorry you had so much trouble, I'd contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773
Send them a private message, on this link, and they should be able to give the help needed to solve your problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.
This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.
Include your account#, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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taemujin44
Voyager
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2 Messages
11 years ago
I followed the link, filled out the request, and got a call back within couple of hours. Mr. Eric took my case and had installer out today at my house and everything is done. I want to thank Mr. Eric for sorting out all the mess.
My two cents: It's a shame that it took somewhat extreme measures to resolve a simple matter, however, in the end - - AT&T came through and resolved the issue in timely manner.
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ATTDmitriyCM
Community Manager
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10.5K Messages
11 years ago
Great, thank you for letting us know.
Dmitriy
Rethink Possible
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ngill9
Contributor
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1 Message
11 years ago
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JefferMC
ACE - Expert
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36.9K Messages
11 years ago
I don't see how you're experience is at all comperable to the OP's. Could explain how we should interpret that? On the other hand, maybe I should just return to my unwritten rule of never reading any post that starts out "OMG!"
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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