AT&T Cable Services Complaint - Horrible Customer Service with AT&T U-verse installation
AT&T DSL Installation is the example of the WORST CUSTOMER SERVICE I’ve experienced in years.
A month ago I decided to sign-up for AT&T U-verse (TV) and Internet packages. Called and scheduled an installation appointment, they gave me a 2-hour window for a technician to arrive. The technician arrived 30-mins past the end of the appointment window (though I have to mention that they called and notified me about the delay). After arriving, the technician spent only 5 minutes taking a look at my apartment and immediately stated that she would not be able to complete an installation that day because she needed access to the phone/cable room outside of my apartment which was locked at the time (I live in a condominium building). I was very frustrated that I ended up taking 4 hours off from work (unpaid time!) for nothing. If they told me, in advance, that they would need access to the phone room I would have arranged that with my HOA. The technician offered to reschedule the installation for next day and gave me another 2-hour window.
Next day, I took a time-off from work again and was sitting and waiting in my apartment. When no one showed up or called at the end of the allotted appointment time, I called AT&T’s customer service myself. They told me that they had NO RECORD of any appointment for me in their system for this day. I can’t express how shocked and upset I was with such an unprofessional dealing. Taking another half-day off from work for nothing!! I demanded to talk to a manager. The manager sympathized with me (per their usual protocol) and offered me a $50 credit off the first month bill for the inconvenience they caused. Then he suggested another installation appointment in a couple of days. I couldn’t wait any longer for the Internet b/c I needed it that evening for work so I decided to activate the Internet with my previous cable provider (Cox) and take only the TV package from AT&T. So, I scheduled the third installation appointment for TV in 2 days.
(BTW, Cox technician arrived the same day in a few hours and activated my Internet).
At the time of my third appointment with AT&T a new technician came and worked for 3 hours going back and forth between my apartment and the phone room outside. He ended up using a coaxial cable (leftover from previous Cox TV service) instead of a phone cable b/c of the inconvenience of the phone jack location. After he left I realized that I lost my Internet (which was using a separate coaxial cable in another room). Luckily, the technician left his phone, so I called him and he returned back. After working for another hour, he reconnected the cables and I finally got TV service from AT&T in my living room and Internet service from COX reinstated in my other room.
I had thought my troubles with AT&T were over until I got my first bill. Not only that there was no promised $50 credit but I was also charged for the Internet package which I didn’t get from them!!! When I called them a customer service representative said that there was nothing in their computer system about me canceling my request for the Internet service. I was shocked once again! Maybe they didn’t see the canceled request but couldn’t they see that there was no actual usage of the Internet data and they never even provided me with an Internet modem? The representative said that no, she couldn’t verify all that. However, she agreed to revert the charge for the Internet (she made it sound like she was doing me a favor by just taking my word on it). As far as the promised credit, she said there was NO note (again!) on that in the system (how convenient!). There was no record of me having any conversation with any manager. She asked me what was the name of the person I spoke with, I couldn’t remember and she said there was nothing she could help with since I failed to record the name of that person. Since when it’s the customer’s responsibility to log phone conversations? Why AT&T doesn’t take responsibility for not keeping records of customer calls and promises of their own reps/managers? I asked to talk to a manager again, the representative said no manager was available and offered a call back first thing next morning (which is today). As of noon, no one has called yet.
Though I like the selection of channels that AT&T U-verse offers I am going to switch back to COX for my TV as well. I am so pissed with this lack of accountability and professionalism that I don’t want to continue to remain their customer. I also have a cell phone service from AT&T and even though I’ve never really had any customer-service related issues with the cell phone, I am thinking about canceling it as well, just to save myself from any future bad customer service troubles.