AT&T UVerse Poor Customer Service, Incompetence, Unreliable Equipment San Antonio Texas
On 4/9/2009, I set up UVerse installation via the web site for the afternoon of 4/11/2009.
On 4/11/2009, after AT&T didn't show up, I called and found that the install was scheduled for the afternoon of 4/12/2009 (Sunday). I canceled this and rescheduled to the morning of 4/18/2009.
On 4/18/2009, UVerse TV, internet and phone were installed in my home. That evening, I added HD programming via the web site.
On 4/30/2009, the DVR stopped working; it no longer recieved any programming at all. I called tech support at around 22:30, and spoke with "Rash". She had trouble getting to my account because the system that searches by phone number was "down". I spoke with multiple techs over 2 hours, and was finally instructed to cold-boot the DVR, which erased about 10 hours of recorded programs. It didn't help, so I scheduled technician to come and replace the equipment on the morning of 5/2/2009.
At 08:00 on 5/2/1009, the technician arrives. After working on box for 15 minutes, a call to the office revealed that the problem was there, not in the DVR (which means I didn't have to lose 10 hours of recordings).
The technician spent another 30 min getting the office to get register DVR. He was told by office that this process would take about 20 min.
An hour later, technician left, stating that he would call me when the office had finished the process. After waiting an hour and a half, I called the technician, who said the office had not contacted him. He said he would call me back.
Another hour later, the technician called and said that the process was complete, and advised me to turn unit on and see if it works. It did (finally).
At 21:00 on 5/2/2009, I discovered that HD programming had been removed from our account; there were no HD channels working. I called AT&T Uverse technical support. The person I spoke to had trouble getting to my account because the system that searches by phone number is "down". (Just like on 4/30/2009 -- makes me wonder if they have a "system" at all.)
After two hours on the phone, I was informed that they couldn't reinstate HD programming without calling the office, which was closed. This means that this provider is unable to give complete customer service on the weekends.
At 05:10 on 5/4/2009, I called the AT&T UVerse support number 5 times before finally getting through the buggy voice menu to an actual person. When I finally spoke to a technician, she informed me that the account shows no HD support, and that she can't put it on because the office is closed.
At 08:15 on 5/4/2009, I called the AT&T Uverse support number again. After 30 minutes on hold, waiting for an account support person, I hung up and redialed. I finally spoke to "Joseph" in technical support. At this point, my hands are numb from carpal tunnel, and more than a little irritated, which must have come out in my tone and words, as "Joseph" said that I "should not give him attitude".
"Joseph" reinstates HD programming -- even though the previous support person had stated clearly that she could not do that.
At 09:00 on 5/4/2009, I called AT&T UVerse support and spoke with "Sabrona", an account support representative. I stated that I wish to terminate service. When she asks why, I described the above events, noting that I have wasted something like seven hours on this. She put me on hold to "talk to a manager". After 30 minutes on hold, she stated that her manager will call me back. I gave her my cell number.
As of 12:55 5/4/2009, I am still waiting.
Russell
Fontana, California
U.S.A.
8 Updates & Rebuttals
Russell
Fontana,California,
U.S.A.
Final Disposition
#9Author of original report
Thu, May 28, 2009
I was contacted, finally, by a manager named "Rash" (pronounced "Rah - sh"). He was very apologetic. Here is how he resolved this situation:
First, he stated that he would be sending me a letter of apology, regardless of whether I stayed with UVerse. (I received the letter two days later.)
Second, he took $90 off of our current bill. I have verified that our current statement reflects this reduction.
Third, he reduced my monthly cable/internet/phone fee by $20 for the next six months. I haven't verified this as yet, but I expect it to be confirmed in June.
Rash was professional and courteous throughout our conversation.
Here I must be honest: I didn't really expect AT&T to make this kind of effort. The money is great, and that's what made me stay a customer; the letter of apology ensured my good will toward AT&T for the foreseeable future.
Kudos to AT&T Customer Service, for resolving this in a way that satisfies your customer, and makes long-term retention much more likely.
Russell
Fontana,California,
U.S.A.
Still Waiting...
#9Author of original report
Wed, May 06, 2009
As of 09:00, I am still waiting.
I got an email from AT&T, directing me to a survey about "Your Recent AT&T U-verse Call Center Experience". I took the survey. The second-to-last page asked for things that could be discussed when they call; I detailed most of the above. The last page asked for a phone number where I can be contacted; gave my cell number and "Daytime".
I will submit an update if I get a call, and I will detail whatever results I get.
Ashley
Springfield,Missouri,
U.S.A.
Not to complain
#9Consumer Suggestion
Tue, May 05, 2009
but why were you calling at odd hours to do buisness? If you want something done you should contact a company during normal buisness hours.
Example:At 05:10 on 5/4/2009, I called the AT&T UVerse support number 5 times before finally getting through the buggy voice menu to an actual person. When I finally spoke to a technician, she informed me that the account shows no HD support, and that she can't put it on because the office is closed.
The office probably was closed. My cable office does not open until 8am
At 08:15 on 5/4/2009, I called the AT&T Uverse support number again. After 30 minutes on hold, waiting for an account support person, I hung up and redialed. I finally spoke to "Joseph" in technical support. At this point, my hands are numb from carpal tunnel, and more than a little irritated, which must have come out in my tone and words, as "Joseph" said that I "should not give him attitude".
"Joseph" reinstates HD programming -- even though the previous support person had stated clearly that she could not do that
Obviously the office was open then.
And again:
At 21:00 on 5/2/2009, I discovered that HD programming had been removed from our account; there were no HD channels working. I called AT&T Uverse technical support. The person I spoke to had trouble getting to my account because the system that searches by phone number is "down". (Just like on 4/30/2009 -- makes me wonder if they have a "system" at all.)
After two hours on the phone, I was informed that they couldn't reinstate HD programming without calling the office, which was closed. This means that this provider is unable to give complete customer service on the weekends.
9pm is outside any normal office hours. Would you call your bank customer support after banking hours and complain to them to do banking?
All I can tell from your long post is you had trouble with installation, and trouble getting HD put back on your account when you were calling outside buisness hours.
Did you ask to be reimbursed on your bill for your trouble? They may not have the best customer service, but they aren't ripping you off either.
Russell
Fontana,California,
U.S.A.
5/5/2009 13:20
#9Author of original report
Tue, May 05, 2009
I called and spoke to an "agent" in their customer service office, who said that the normal procedure was to have a manager call within 24 - 48 hours. The agent stated that she would "open a case" (I thought one was already opened?) so that a call back would be expedited.
We have been a customer of AT&T for 30 years. It is sad to see how far this once-great company has fallen.
Russell
Fontana,California,
U.S.A.
5/5/2009 13:11
#9Author of original report
Tue, May 05, 2009
Still waiting...
Russell
Fontana,California,
U.S.A.
5/5/2009 13:11
#9Author of original report
Tue, May 05, 2009
Still waiting...
Russell
Fontana,California,
U.S.A.
5/5/2009 13:11
#9Author of original report
Tue, May 05, 2009
Still waiting...
Russell
Fontana,California,
U.S.A.
5/5/2009 13:11
#9Author of original report
Tue, May 05, 2009
Still waiting...