Tutor
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5 Messages
Is there a secret to getting UVerse?
Anyone have any tips so that a potential customer (and long-time internet/phone customer) can get Uverse cable without going through the following process?
- 2 hours waiting for tech who did not show
- 6 hours on phone/web trying to determine status
- 4+ more hrs spent next day trying to get answers/response again via phone
- 4-5 times put on hold for 20+ minutes
- 1 customer service manager who pledged to call back with answers and never did
- 2 times was put on hold and disconnected
- 15+ att agents who passed me around, ignored me, or left me on those holds
- 50 party guests who will show to a college football viewing party...that has no cable available
- oh, and 1/2 day vacation spent due to original appt (as I met my commitment to ATT)
Cannot wait to tell this tale, and will be doing so via various social media posts over the next few days, as well as calling and writing to ATT executives. Open to any suggestions from this community, both on how to get a basic install when appointment set, and what to do with food/drink for 50 people I will have to cancel on.
Thank you.
Thank you.
mibrnsurg
Expert
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4.3K Messages
11 years ago
@DetroitDude Contact ATT Customer Care here:
https://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 install problems. They are available M-F 8am-11pm Eastern time (around on weekends), 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.
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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DetroitDude
Tutor
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5 Messages
11 years ago
Chris --
Thank you for the reply. Via Twitter, I did conncet w.the SM Manager on duty Sat -- all happy, polite and apologetic but did abaolutely nothing to help. I still do not have a satyisfactory resolution, and have invested 12+ hours to fix ATT's problem. I coukd walk away and also cancel my mobile, internet and corporate accounts, but at this point I am in it til I have a convenient (for me) install and cuase a headache for ATT management.
On chat w/15th ATT person in past 3 days...
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ATTU-verseCare
Community Support
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865 Messages
11 years ago
Hello DetroitDude,
I apologize about your experience to have U-verse service installed. I can help you investigate the delay and work with the teams involved to complete your installation. Please send me your account information at ATTU-verseCare to begin researching the details for your account and help you get your services installed.
SadathCS
ATTU-verseCare
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DetroitDude
Tutor
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5 Messages
11 years ago
Sadath --
Thank you. I just sent the information and background oer your request. Thank you.
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ATTU-verseCare
Community Support
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865 Messages
11 years ago
You're welcome DetroitDude!
After correcting some provisioning issues with your order it looks like your installation is back on track. I'm looking forward to a successful installation.
SadathCS
ATTU-verseCare
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DetroitDude
Tutor
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5 Messages
11 years ago
Good morning, Sadath.
Per your request, I wanted to let you know I have received another auto-generated email that lists my appointment for Sept-9, 9am. Presume it's just cycling through and ignoring your back-end activities but wanted you to know.
Have a great day.
Paul
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ATTU-verseCare
Community Support
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865 Messages
11 years ago
Good Morning Paul,
Thank you for the update! You are correct, due to your specific situation some systems are not reflecting the date we discussed on your order yet. I verified your appointment remains as we last discussed it.
SadathCS
ATTU-verseCare
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DetroitDude
Tutor
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5 Messages
11 years ago
Sadath --
Good morning. Thought I'd update you that once again ATT has failed to meet their customer commitment -- despite your efforts and my time.
Recd a vmail at 10:38am that stated due to "high volume", Tech will not be here by 11am and that it's "estimated" that Tech will arrive by 1pm. If I had not had such low expectations that I planned for the worst, I would have to re-schedule! Again, not your fault by ongoing terrible and unacceptable service levels.
Adding 4 hours of wait time, I have now invested 16+ HOURS to address multiple failures by ATT.
I will send you a note if/when the install takes place today.
Paul
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