Tutor
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6 Messages
TRAUMATIZED by AT&T customer service!
New U-verse internet customer, just signed up 15 days ago, already been traumatized by the AT&T customer service.
The internet was installed on July 31, went down on Aug. 09. Called and requested a tech to come on the 10th, because it was a Sunday, so that I don't need to take half-day off from my work to wait for the tech. Was told that the earliest possible appoinment was Monday, which I took.
Still hate to take off from work to wait for tech, I tried to trouble shoot the problem myself. I knew the problem was either with the line or the modem, or both. I borrowed a modem from my neighbor and hook it up to my line, it worked! I called back right away on Sunday to cancel the tech appt and asked for a replacement modem. The CSR promised me that the new modem would be at my doorstep either Monday or Tuesday, but no, did not see anything, no UPS tracking number either. Called back on Tuesday, was told that the order was created but never went through. Isn't that funny? How could that happen?
So the new CSR created another order for me, and promised me that the modem would show up at my doorstep. Well, wait for another day, still no UPS tracking number, called back, was promised again, ...
I really hope that we can have the U-verse customer service call center here in the States. Everytime I heard the CSR saying "I am here to serve you", or "I understand your concerns", etc, I knew I reached a foreign call center and I was getting worried. I think those languages are in the standard CSR training protocol. Although the foreign CSRs repeating those "protocol" languages like robots, they really don't do anything to help!
Needless to say, I am still waiting for the modem to come!
ipotrader
Tutor
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6 Messages
11 years ago
Just to add a few points,
Those CSRs would promise you anything on the phone, but after hung up, nothing happened!
They all have American nickname, but you have no way to trace them down, and that's why the empty promises, they simply don't care what they said over the phone.
They would try hard to bill you while never provide the support. I have not yet seen the modem, but already seen a 7 dollar per month charge been added to my account. And they added the charge without even telling you.
They would promise to call you back in 15 minutes, but NO, it would be naive if you really expect it to happen, see above for the reason!
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Jeffster
ACE - Professor
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411 Messages
11 years ago
You can send a private message to the escalation team at ATT Customer Care and someone will get in touch with you in two to three business days to help you get a resolution to your problems.
To check for their reply, click the little blue envelope.
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*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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ipotrader
Tutor
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6 Messages
11 years ago
Well, is this "escalation team at ATT Customer Care" located overseas again? I really do NOT have high hope for the overseas CSR. I have spent coutless hours on the phone with them, simply trying to get a replacement modem, but to no avail. To date I am still using a modem borrowed from my neighbor. How sarcastic is this?
AT&T customer service used to be great, now it is really going down the drain!
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mibrnsurg
Expert
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4.3K Messages
11 years ago
They are American based. 😉
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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ipotrader
Tutor
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6 Messages
11 years ago
Well, I don't know what to say, how much efforts customer needs to put in simply to swap a broken modem?
Numerous phone calls, seemingly friendly but do nothing CSR, I guess I am spending additional time here just to vent, lol
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ipotrader
Tutor
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6 Messages
11 years ago
Just spent another half hour on the phone with AT&T again, still, the order to replace the broken modem has been processed, BUT no modem was sent!!!
It really puzzled me, to say the least. If the CSR can not take care of swapping a modem, I don't know what else they can do, except saying, "no worries, I will take care of it!"
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ms_unicorn
Former Employee
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223 Messages
11 years ago
Hello, ipotrader!
Thanks for posting. I just wanted to let you know that we have received your private message and will be responding shortly.
Let me know if you have any other questions or concerns.
-Mariana
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ipotrader
Tutor
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6 Messages
11 years ago
Well, Mariana,
I would appreciate if you could let me know what it takes for the AT&T to send out a replacement modem. Order for replacement modem was created last Sunday, but no modem was shipped. The order was then cancelled, and new one was created again, but still no modem. Now the CSR is trying to cancel the existing order and create a new one again, it really puzzled me!
I have been spent at least 10 hours on the phone with the 8002882020 CSR from Philippines, I guess I lost my temper already.
Thank you!
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