Dissappointing experience today

Our Uverse and internet was not working this morning so I went through the troubleshooting steps to no avail. I called for service and went through the same steps to no avail. Scheduled a technician to come out which I was excited about since it was the same day within hours. Was told the technician would call thirty minutes before coming to my home. I go to work satisfied. Two hours later I receive a phone call and the technician is sitting in my drive way. I asked about the heads up call and she stated she was close already and did not call. I told the technician I was 15 to 20 minutes before arriving and she said ok. 

I arrived at my house and no ATT vehicle. I called the technician and she stated she had talked to her manager and said that she cannot wait and to reschedule an appointment. Disappointing. I called customer service and twice asked to speak to a manager and their fire wall is very good because I never spoke to a manager. I have been dissapointed before with ATT but it has been awhile but here we are again with poor customer service. Who do I reach out to? Have been researching what my options are with other services and cutting the cord so to say. Customer service seems to be a dying art.