AttUverse Complaint

Reviewed by car1224 Please Improve

0

This is going to sound unreal -- but, it's true. Our TV has been "pausing" on a regular basis any time of day for different lengths of time. Tech Support first told us it was because of bad weather in Texas (hurricane in Houston) which we live in Fort Worth. Then Tech Support Tier 2, first guy, said there was a break in the line that he can see when running his test and sent out a repair guy. Repair guy comes and crawls around for awhile and rolls his eyes about Tech guy I spoke with and leaves. Same thing happens, call AGAIN. Guy 2 in Tech Tier 2 tells me to go hold down all the buttons they want you to hold down. I refuse and tell him we've done it a million and one times and it doesn't work. He says that if I don't it's going to spread some cancer through the TV and we're going to keep having a problem. Again, I tell him we've done it so many times that I could probably give a class on it and that maybe holding all the buttons is spreading the cancer instead of curing it because our problems with their service just keep getting worse. He gets snotty and tells me that maybe I should watch channel 411. I'm like, "Your guys can't fix my problem, but I can just by watching 411. That sounds like you don't believe in the company you are working for very much." I tell him I want to speak to someone higher up. He asks who? I ask him if there's a Tier 3, he says no. I tell him then I don't know who to talk to but just give me someone above everyone that I've spoken to already and he again asks who I want to speak to. I am really wondering if the guy is for real, and get this -- his name was Larry. Wasn't that the name of the guy in that Cable Guy movie? I'm not kidding either so that kind of made me chuckle to myself because I had to have been talking to the true original! Phone goes dead -- maybe because I was on hold for 45 mins. before I even started talking to this guy. I take it as a sign from above because I'm sweating because I feel like they think I'm some lazy, lonely housewife that just calls Tech Support for the pleasure of their company. I decide to call back later because the house looked like a tornado went through it (3 kids, 2 dogs, hamsters, and so forth) so had to prioritize. So finally after being on hold, no joke, for probably about 25 mins. again I talk to someone in Tier 2. Tell him what both guy 1 and guy 2 said. He sees the same break guy 1 sees and says that he will call dispatch directly and get them to send an experienced tech out this time. Experienced??? We get a visit from the first guy's mental twin. This one decided that stripping something from the connectors would fix it and he also replaced the gateway which is apparently a cure-all. I sit and tell him that 2 guys in Tier 2 of tech support saw a break in the line and he needs to look outside. Yet another roll of the eyes. So now here we are again today calling because none of that worked -- huge surprise! My husband took over because I'm done. So they see the break in the line AGAIN and someone is going to be out between 2 and 4. At 5 I decide to call dispatch directly and see if they are just scared to come or what???? Well, she sees the ticket just sitting there and says she'll get someone out. I stop her and tell her we don't want just "someone" -- we are supposed to be getting experienced techs. Joke's on me -- she says they are just dispatch and don't have any idea who is what. I proceed to tell her my story of Tech 1, Tier 2, and so on and she tells me that hers does the same and that's why she doesn't watch TV. Seriously? I mean, really, someone who works for them really is saying this to me?? Why am I doing this? Am I just insane? It's not like we're TV junkies, but we would kind of like to watch an entire program sometimes and not miss 5 to 10 minutes of it. So I think she thought I might have a nervous breakdown while she was on the line with me. The guilt would probably drive her over the edge? (Hee hee) So she tells me that she'll send me to someone who can give me a discount for all my troubles. Been there, done that with a whopping $20 off my bill for the next 6 months. I've spent more in cell phone time calling them than that so that's not really a huge incentive to keep the service. So I'm sitting here waiting for Service Repair guy 3 to come. He'll be the third in less than a week. The third time will either be the charm or it will be the third strike.

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