When is enough enough?

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Please send a PM to U-Verse Care at the link above. These are not the "regular tech support" people, but a group of specialized individuals who have additional "mojo" to get things done. Include your real name, billing number and a good phone number where they can reach you. Include all details and a link to this thread. Expect a reply back in 2-3 business days. The blue envelope at the top right of these forums will show a number "1" when you get a message in your inbox.

they never return a pm, they dont care.

They do reply to the pm's, try it. 

This seems like an anomoly.. almost comcastesk. 

Good luck. Again, try p.m.ing UVerse Care.

Hello SteveFil1111,

I'm sorry about your recent experience to resolve these issues. We received your private message and will be glad to assist. Please check your private messages for further updates.

SadathCS

ATTU-verseCare

After three days of getting no answer or the same apologies and offers of phone numbers to call someone else, I give up.

My expectations for this forum have been  met.

No resolutions.to any problem are available through this or any other AT&T avenue.

This company is run for the employees and shareholders, at best.

The customers are of no importance and their needs and issues are of no interest here or on the phone.

"I apologize" is the most overused phrase of any customer service rep.  Save it.

Since this post, more apologies and offers to schedule 4 hour windows for another tech to come into the house.  No capability to escalate (even at the so-called escalation office) and no willingness to schedule an appoint for a time, even a 1/2 hour window.

I give up.

PS -- An "informed" Tech Agent - second Tier -- named Maria called this morning. Although I would have thought that anyone from second tier would have at least read through the file before calling me (AFTER ALL THIS!), she had no idea why she was calling me.

Customer Service?  Keep it.

So you're complaining about not getting customer service when we have seen at least 3 times they have attempted to help you.  

You've got to meet AT&T halfway if you want your issue resolved.

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@SteveFil1111 wrote:

Since this post, more apologies and offers to schedule 4 hour windows for another tech to come into the house.  No capability to escalate (even at the so-called escalation office) and no willingness to schedule an appoint for a time, even a 1/2 hour window.

 

I give up.

 

 

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Like it or not, a 4 hour window is the norm. 

Have you ever had new furniture or appliances delivered?  The question is always: Would you like 8-12 or 12-4?

Thanks for your thoughts.  If this was the first or second time, I accept that.  It would be unreasonable to expect them to predict, especially with traffic and other unknowns, a specific time.  

HOWEVER -- I have been home waiting for them for 4 hours at least 5 times since the beginning of January.  I think you would agree that you would not be putting up with that very long either.

WHY would I take off work to meet  them more than a few times to fix something?

EITHER AT&T are interested in my business and value and respect my time or they do not. 

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@SteveFil1111 wrote:

Thanks for your thoughts.  If this was the first or second time, I accept that.  It would be unreasonable to expect them to predict, especially with traffic and other unknowns, a specific time.  

 

HOWEVER -- I have been home waiting for them for 4 hours at least 5 times since the beginning of January.  I think you would agree that you would not be putting up with that very long either.

 

WHY would I take off work to meet  them more than a few times to fix something?

 

EITHER AT&T are interested in my business and value and respect my time or they do not. 

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What exactly could AT&T do at this point to solve the issue?

Three Things.  All are simple and I do not believe unreasonable:

1>  FIX THE ISSUES.  Recently, several of my neighbors have told me they are having the same intermittent service.  Clearly there is something going on in the neighborhood infrastrcuture outside of my house and control.

2>  REFUND JAN - APR Bills.

3>  Replace the sound system which was blown from the poor signal.

The service, when it works is fine.  It's not the fastest internet out there (Go Google!), but it is plenty fast for most of our needs.  The TV, when it works, it fine.  The phone is also fine, even if not all the bells and whistles available on services like Verizon FIOS. (Not available here).

None of those three items seem unreasonable to this customer since 1990 of both land line/mobile and now U-Verse.

Was it only your sound system that was blown due to U-Verse? Did the Gateway or any of the STBs also get damaged?