AT&T - Unorganized For The Price
Uverse - Complaint
CALIFORNIA -- I decided to order Uverse on my land line at my home. It was new in the area, so I was surprised that the representative said it was available, and could set me up with a seemingly great price of $120 a month for 12mb Internet, unlimited home phone, and 200 channels after the introductory discounts. We discussed at length what I would and would not be getting and I confirmed multiple times that my land line number was to be used and what my address was. The installation was set up.
I received a confirmation e-mail and to my horror there were serious mistakes. The representative had set up the installation at my AUNT'S house, which is 50 miles from here, and on my grandmother's land line 1 city in the other direction! I called AT&T back right away. After a while on hold listening to advertisements with intermittent music interruptions, I was connected to a representative. I explained the situation to her. I had ordered Uverse for X address at X phone number, but the confirmation of the order said it was being installed at Y address for Z phone number. After much holding and looking into the account, the representative mused that it seemed that my address did not, in fact, qualify for Uverse service, but to make the sale anyway, the previous representative had plugged in phone numbers and addresses of people in my call lists until one worked. Never mind the logical thought process that the installation would happen at the wrong address, I suppose. She also told me that my off-discount rate would have been about 2x what I had been told it would be by the sales representative
I told the customer service representative that, in light of these circumstances, I wanted the order cancelled without charges. The order was cancelled, then, since they are obligated to do so, she had to sit there and try and get me to sign up for Uverse. I felt embarrassed for her that she had to do that to keep her job.
All in all, AT&T is just like every other mobile/Internet/TV provider out there--services that are oversold and taxing their systems providing a mediocre experience for all customers at a hefty price tag. The pressure their phone reps have to sell must be overwhelming if they're willing to lie and cheat the system in order to get a sale.
(Why AT&T must force their customer service representatives to sales pitch us every time they come into contact with us, I do not know, but I find it agitating. What I've already spent money on is experiencing issues, why on earth would I pay you more money!? I hope corporate takes heed of this, because it truly drags down the customer service to be sales pitched at every opportunity.)
Now I get 6 phone calls a week from an AT&T representative telling me that there's good news, Uverse is available in my area, and they see that I cancelled an order for it before, would I be interested in switching to that? I politely refuse the offer, and tell them firmly to cease calling me about this product. That never seems to do any good. I loathe AT&T now. As soon as I get the money, I'm ditching them.