AT&T Cable Services Complaint - U-verse is more like re-verse
PALMDALE, CALIFORNIA -- When I moved into my neighborhood about 6-months ago, I called AT&T for DSL service. At that time all they offered was dial-up, which struck me as odd since their competition was offering Fiber. Since dial-up didn't meet my needs, I ended up with a cable modem. Last Saturday two sales people came knocking on my door selling U-verse. I liked what they were offering, and signed up for the package. I was told I would receive a call within the hour to schedule my installation. No call came, so on Monday I called to see what was up. After being bounced around and left on hold endlessly, I was eventually connected to the right person, who told me the installation was scheduled for Wednesday of the same week. Unfortunately I couldn't make that day, and we rescheduled for the following Friday. So far so good....I thought. On Wednesday I got a phone call from a very irritated technician who was waiting outside my door wondering where I was. I explained that I had rescheduled, and immediately called customer service again.
Surprise surprise, they had no record of my call from Monday, apologized profusely, and scheduled me again for Friday. Friday came, and the window for installation they had given me came and went. I called yet again, and this time was told that my installation had been scheduled for the following Tuesday (April 1st oddly enough). The claimed that an unexplained problem had caused the installation to be rescheduled, but couldn't explain either the problem or when it had been discovered. I can only guess sometime after the original installer had been there on Wednesday. The nice lady on the phone apologized profusely (I suspect they have a script for this) and promised to have it taken care of immediately. Rather than leave me on hold, she took my number and promised to call back "in just a few minutes" with a solution. One hour later I called back.
This time I was told that I had been scheduled for the next day. When I asked when they planned on communicating that to me, the apologized profusely (Deja vu). By now I had had enough, and asked that that they cancel the entire order, since I could only guess their product would be just as good as their installation service. I was immediately transferred to a manager, who after hearing my story responded with "Oh. So you want to cancel or what?"
If you can't get the basics right, like installation, how can you expect to manage something truly complex, like a fiber optic network.