AT&T Complaint - Uverse Package Out For 4 Days
On MONDAY 6-6-11 my Uverse went out, and it includes all three services. it was approx: 2:00 pm, and I called immediately. I talked to a person in I'm sure some other country, and was advised that there was nothing available for today. I understood this, and set up an appointment for 6-7-11 between 12:00 pm and 4:00 pm. approx an hour later I received a voice mail stating that my problem was due to an outage and should be resolved soon, and my appointment was placed on hold. the next day I called to verify the original appointment, and was advised that the appointment was all set no problems, and this was at 12:00 pm. knowing that things go wrong I called at 2:00 pm, and was advised for some unknown reason that my appointment was cancelled without explanation. I was advised by an unknown person they were very sorry, and they would try to fix the situation. well I was called back and advised there was nothing they could do, and I would have to set up another appointment. I set up an appointment between 12:00 pm and 4:00 pm again, and the next day I again called at 12:00 pm and was told that everything was all set.
I waited and heard nothing by 2:00 pm so I called again, and was advised that my appointment had been cancelled again for an unknown reason. this time I was very upset, but I knew that the person on the other line had nothing to do with the situation so I remained calm, and she said she would do whatever she could to rectify the situation. a supervisor came on the line named KATHERINE, and she said she would do whatever she could to get me taken care of today. she then called back later, and stated that there was nothing she could do for today, but would personally handle my situation, and guarantee that I would be taken care of on Thursday between 12:00 pm and 4:00 pm.
I was a police officer for a very large city for 30 years so I knew that KATHERINE had nothing to do with the whole situation, but I vented. I said if I was late with my payment every month would AT&T let me slide, and she said no, and the way the situation has been handled was highly unprofessional, and that I would be complaining to someone. she stated that she was taking the days off my bill. big deal I'm 60 years old and I don't need the drama, and that 4 days off the bill would not even come close to compensating for my time, and having me stay at home for 4 days straight. the next day I received numerous calls confirming my appointment, and at 3:20 pm my saviour PHILLIP showed up I almost kissed him. it took him 10 minutes to fix the problem, and all of the services were up and going. well I will get off my soap box for now, and thanks for the forum to vent my frustration JOHN