Worst customer service I had experienced even before my U-Verse service is started.

So here's the story. I had been using comcast internet since 2005. And I would like to try something new. I did some research online and found that ATT offers similar internet speed(45mbps) to comast(50mbps). So I went ahead to placed an order online. An online sales rep had walked me through the whole precess. So the ordered date was Tuesday 07/08/2014 and the first available installation date was Monday 07/14/2014 and that was the date I had mine scheduled. I received all kind of reminder and confirmation email from ATT saying that there would be a tech coming on the 14th between 1pm-3pm. Then I wait.

Then at 4pm on the 14th, no one had come. Then I started a online chat asking for a reason. I was told by the online rep that my order was not completed. I was surprised that I received all the confirmation and a week later I was told my order is not completed. Then I asked what the reason for that, he told me that the POWER INTERNET is not available in my area. And this is the part I got confused. I put my address in before I placed my order, and ATT system verified that it is available at my house, and now it's not available.

I found out that I'm going no where with this online rep. I called ATT at 4:30pm and spoke to a rep named Rick. Then he told me there's was an issue with my order. He said he need to speak with a supervisor to see how to get that fix and would call me back in 15mins. At 6pm, no one had called me. Then I called again. I spoke to another rep and gave her my information. She said she need 2-3 mins to review my account and put me on hold. After 20 mins holding on the phone and finally got disconnected. I thought she would call me back so I wait like 20 mins and got nothing. I was so upset at that time. I called back again,waited 20 mins and spoke to the 3rd rep of the day, then she said she need to speak to another department about this and it's going to be "a bit of wait", I said ok and she put me on hold.1 hour later still I was still holding on the phone.

Then I used my home phone to call another ATT number listed in my email. Talked to my 4th rep of the day when I was still on hold with the 3rd one on my cell. And 4th told me that there's some issue with their facility in the area and the next available installation will be the 24th of the month(10 days from the date of the original schedule date). I had no choice and I took that.

So here's the summary of my first experience with U-verse. Placed order and scheduled appoiment that no one comes. The told that someone would call me back in 15mins and no one called. Was put on hold for 20mins and disconnected, no one call back. Was put on hold for an hour and a half with no one helping. Finally got helped but got pushed back 10 days for installation. And most importantly, before I spoke to the very first online rep, I got NO CALLS, NO EMAIL regarding the problem that ATT has. Instead I keep receiving confirmation email of the scheduled appointment. REALLY?  I would think this is a scam company if I was asked to make payment when I placed my order. I don't think U-verse know how to do customer service. That's my opinion.