AttUverse Complaint

Really poor customer service experience - Dispatch & Technician

MacAddict's Picture Reviewed by MacAddict
Complaint 		 0

My experience has been similar. All I want to do is add another receiver, as I added a TV to my home, to which they charge an extra $7/mo for. I called and scheduled an appointment for Thursday June 18th, and was told a tech would be here between 12 and 2... no tech showed up ... called Uverse customer support, to which I was told the techs were running an hour and half behind, yet no one paid us a courtesy call to tell us this. Couldn't sit around all afternoon waiting for the tech, (have to keep my job to pay for Uverse) so I cancelled that appointment and made another appointment for Saturday the 20th, which I was again told between 12 and 2... Sat around, waiting for the tech once again to which no one showed up or bothered to call. Called customer service, and was told nothing was ever scheduled... and there was no record of my previous call/complaint. As irritated as I was, I chose not to chew the customer service agent out.

Received an email asking to rate my service call, to which I gave very poor marks and explained my aggravation, to which I surprisingly received a customer service call back from Edda on Tuesday 23rd from this poor rating, who was apologetic and helpful, wherein the appointment was once again re-scheduled for July 2nd - the earliest appointment - again, between 12 and 2. Once again... we waited around for the tech, and after 2 hours of no tech, called customer service to once again find out that NO SERVICE WAS EVER SCHEDULED! I almost fell out of my chair. Again, I bit my tongue and chose to not chew the customer service agent out.

I cooled off for a day or so, and gave it one last chance. I called back in to customer service, and unfortunately did not get the gentlemans name, but he was able to pull up the history of this fiasco, and was again apologetic and understanding. I was placed on hold while I was told he was setting and verifying an install appointment, and he even stated he re-verified the appointment for 8-10am today, Friday July 10th, and being it was the first appointment of the day, there would be no delays. I asked him repeatedly to make sure it was set, as he could not give me any sort of response code, to which he assured me it was all set up, so I trusted him.

Once again... waited around for 2 hours for the tech, and no tech showed up. Called customer service and was once again told NO SERVICE WAS EVER SCHEDULED! And then, to add insult to injury, the history/notes that the previous individual was able to see in my account is NO LONGER THERE. The last note on my account was from the tech on the 18th stating "waited 15 minutes. No one at residence"

I don't know what system Uverse is using, but it isn't working. I am completely unhappy with customer service (or lack thereof) and their general lack of support or ability to schedule a simple receiver install. I would gladly do it myself, as I have been building computers for 12+ years, but these receivers aren't plug-n-play and need to be synced.(or so I am told)

All I wanted to do was add a simple TV to my home, and here I am almost 30 days out, and they can't even get it done. It's really really disappointing. When you first sign up for Uverse, they are "johnny on the spot" with the service, but forget it after you have been with them for a while. I'm just another number now, apparently....

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