All I wanted was a better deal

I have been a ATT customer (uverse, internet, cell) for years and have been happy with the products. I called on a friday recently to ATT Uverse to see if I could get a better deal on my plan since I have been a loyal customer for so long. After talking to the rep for a while, she suggested signing up for Direct TV. She sold me on one of the packages and on one hand  I was happy with the deal, but sad to lose Uverse. I spent over an hour on the phone making sure everything was good with the order....no surprises.

So, Sunday the tech showed up to install and right off the bat it went downhill. He was suppose to install 2 wireless receivers along with 3 regular ones. He said there wasn't anything on the order for wireless, so while he was there I called customer service to see why this happened. They CS person from friday never entered the wirless on the order. The new CS agent said I would have to pay 99.00 for each wireless box. I said NO WAY, I had already worked this out the original call. Said she couldn't do anything....so I cancelled the order. She didn't even try to save the deal.

I called ATT back to make sure they did not turn off my Uverse since i would now be keeping it. I even talked with a manager. He said that the service would not be turned off....and assured me a few times. So what happens when I wake up the next morning? Service is off.

MONDAY: I called ATT retention (North Carolina) and explained what happened, and after about 45 minutes......I got nowhere with this person.  I called ATT retention (Kenya in Indianapolis) and she was very nice and tried really hard. She gave me some discounts for my troubles and gave me a deal I was happy with on my Uverse. She also had on the line, a Tech support person whom said he could turn the Uverse back on remotely and it would be on in 30 minutes. Well, when I got home, it wasn't back on. I called ATT Technical support and spent over an hour going through some steps he was telling me to do. After nothing was working, he said that it will be back on at 11:00 pm that night and to reset the modem and it will work. It didn't. I tried a few times and even tried in the morning.

TUESDAY: I spoke with ATT retention (Colorado I think) and at this time I was very upset at the process and no results so far. The lady I spoke with was very nice and said she would get a Tech out to my house the next day and gave me a discount for my trouble. Also, a tech support manager called me and aplogized for the situation and said he would follow up the next day.

WEDNESDAY: Tech showed up and did his job and hooked everything back up (original equipment). Very nice guy. And to my surprise, the tech support manager even called back that evening to check on everything. He was the first out of tech support people to call me back when they said they would.

All i wanted on friday was a better deal and instead, I got no Uverse for almost a week. I have to say that everyone was very friendly, but only a few did what they said the would do.

Signed,

FRUSTRATED WITH ATT