- Report: #499895
Complaint Review: ATT Uverse - Internet
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ATT Uverse
www.att.com Internet, United States of America
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ATT Uverse Scheduled installation - no call, no show, Internet
I signed up for ATT Uverse only because I want access to the NFL Network and stupid Time Warner is pig headed about the NFLN. So after 10 days, my install date finally comes along. I was given a window of 9 - 11am. I was at work and my roommate was at the house practically sitting on the front porch waiting for them because we've had such TV withdrawals.
While I'm at work, my cell phone rings and I couldn't answer it right then (15 minutes before 9) so I figure if it's the installation crew, they will leave a message. No voicemail so after two hours of no one from ATT showing up, I call them to find out what the status is. The guy on the phone says they came to your house, and he said "there were no lights on" so he cancelled the work order. WHAT?? "He said he called your phone number and no one answered." Ya, I'm at work - he didn't leave a message and I had no idea who the number was. I would have called back if he left a message. The guy didn't even knock on the door or ring the door bell either!!! Then he tells me the next available service time is sometime next week. So I tell them to shove it and cancel their order and go with Time Warner.
Then a guy at work tells me the same thing happened to him - he missed the call because he's on the other line, calls the number right back and the guy tells him on the phone - "sorry, you didn't answer so we cancelled the work order". He says but you're probably not even 2 minutes away from my house now - can you just go back? The ATT guy says "nope - sorry". NICE CUSTOMER SERVICE @$$holes - how does anyone get signed up for your service when you pull this on people? Don't sign up for this crap - they suck!
1 Updates & Rebuttals
chevydude
United States of Americablame management
#2UPDATE EX-employee responds
Sun, June 20, 2010
the technician has no say in going back to the customers house after 'JEPing' a job, if the technician calls once and no answer they will try the house, if nobody answers the door they are to wait 15 minutes then JEP the job, after the job is JEPed they pick up another ticket right after so returning to the previous customers house is out of the question even if they are right in front of their house, i understand there are lazy technicians out there but usually its management that tells them call once if they dont answer then JEP it and move on to the next...which is the reason i got fired, i believed in customer service and i wouldn't just leave the customer hanging like that
