att uverse service

I HAVE BEEN TRYING TO ORDER ATT UVERSE SERVICE FOR THREE MONTHS..EACH TIME THERE IS SOME SORT OF ISSUE...AND WHEN THEY ENCOUNTER AN ISSUE THEY PUT THE NEXT APPOINTMENT OUT TO THE FOLLOWING MONTH!!!

MY LAST EXPERIENCE IS BEING SCHEDULED FOR DECEMBER 26TH(MY THIRD APPT) AND BEING CANCELED WITHOUT LETTING ME KNOW. THEY WERE UNABLE TO LEAVE A MESSAGE ON MY HOME PHONE BECAUSE THE MAIL BOX IS FULL. I GAVE THEM CELL NUMBER TO ALWAYS REACH ME BY.... THEN WHEN I CALL THEM THEY LIE AND SAY THEY LEFT A MESSAGE!!! I CALL THEM TO GET RESCHEDULED YET AGAIN AND THEY WONT BE ABLE TO DO IT THE NEXT DAY...SO THEY PUSH ME TO A WEEK AWAY!!!!! ONE CUSTOMER SERVICE REP SAID I WAS "LUCKY" BECAUSE USUALLY IT'S UNTIL MID FEBRUARY? WHAT???!!!! THEIR CUSTOMER SERVICE IS HORRIBLE!!! THEIR HOLD TIMES ARE RIDICULOUS I WAS ON HOLD FOR TWO HOURS!!!!ON AND OFF!!! DONT BOTHER TO ASK TO SPEAK TO A MANAGER!! THEY WILL GIVE YOU THE SAME ANSWER!!!!

NOW I WILL BE WITHOUT SERVICE FOR AGAIN!!!

WHEN I TRIED TO CALL BACK TO GET ANOTHER MANAGER..A REP THEN TELLS ME THAT I HAVE NO JANUARY 2, APPT IN THE SYSTEM..AND IT'S PROBABLY BECAUSE I SAID I WANTED TO ISSUE A COMPLAINT...HOWEVER I DID NOT SAY I DID NOT WANT THE NEW APPOINTMENT!! SHE WENT ON AND ON ABOUT HOW THEY CANT PUT AN ORDER IN IF I DONT WANT SERVICE BECAUSE THEY WOULD BE WASTING TECHS!!! WHAT TECHS??!!! THEY DONT EVER SHOW UP!!!

SHE THEN PUT ME ON HOLD TO FIND OUT IF JANUARY 2 WAS STILL AVAILABLE!!! I NEVER SAID THAT I DIDNT WANT IT!!! I SAID BETWEEN NOW AND JANUARY I MIGHT CHANGE MY MIND!!! THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH!!! I AM EXTREMELY UPSET..AND NO EMPATHY WHATSOEVER!!!!!!!I NEED TO STAY WITH COMCAST!!!!!

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Buyer Beware

I bought a new home in a development that is wired for digital fiberoptics and the only cable I can get is Uverse or satellite. Ok I thought I'll get Uverse.

I ordered on the internet to get the "great Deals" rebate etc. after an hour I got it submitted. Had to have the online chat to schedule the install out past 30 days because the house would not be completed soon enough and hte online calendar only lets you go out 30 days for appts.

I was ASSURED that it was OK to set this all up and keep calling the Uverse customer installation number to move the install date out further if the house was not ready.

The week before the June install date I was getting ready to call and push the date out further and I got a call from someone obviously in India stating she was an ATT Uverse service person and that my order was cancelled due to technical difficulty. I was surprised and all I thought was that they made a mistake because the install date had not came yet, it was a week away.

After being transferred to three other Indian people who could not answer my questions, they continued to tell me the order is canceled. I got a supervisor who said the order was automatically canceled from the technicians and they have to do what the techs tell them etc. I got the number from him to call ATT direct regarding Uverse.

I called and was transferred to three other people who I kept having to tell the story to and then they would transfer me again.

ATT Uverse is it's OWN entity with a customer service office in San Diego and ONLY that office can officially deal with Uverse installation set up, make changes to and help you get things straightened out.

My order was canceled because a tech team went out to the house 5 days ahead of the install date and fiber optic line installation was not ready, instead of calling me to reschedule the install date they automatically dump the order. It was purged from the system. If I want it I have to go through the order process all over again and lose the rebates I had because they were for a limited time and that time is up.

I wasted WAY TOO MUCH time on this as it was and it all started with me thinking I was saving myself time!

Satellite is looking better all the time.

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Wow! My kindred spirits! I'm glad it's not just me who's had problems with these jerks.

I originally signed up for service back on November 12. They gave me a date of November 25th to come out and do the install. My was going to be home during the time window they stated and so everything was lined-up and ready to go.

Well, first of all, they showed up late (my wife had a commitment about 5 hours after they were supposed to show up). She called to tell me that the guy had shown up, but nothing was working and it was getting close to time for her to leave. He couldn't seem to tell here the problem. And he was trying to get the 2nd-tier guys to contact him.

Basically it turned out that we had a poor signal in our neighborhood and it had to be fixed. So the following week, they showed up...tore up the cement in front of our house and pissed off our pissy neighbor next door. But they fixed it (or at least they sealed the cement back). Ok...so one week passes, two weeks pass...Christmas comes and goes...finally, I decide to call them on Monday, December 29th. That's after giving up on the useless web pages they have online and the always not what you need chat support.

So I call the support number...fight through the stupid voice recognition (and if you can't understand Spanish...and sure I do a bit...don't jump the gun and "oprima numero uno" cause 1 gets you espanol) and finally get to a support rep. They tell me that my order was cancelled on 12/23...and he couldn't see why. But he'd file a "request" with the field group and that I should hear back within 24-hours (yeah right!).

So 48 hours later I call back again. This time I get transferred 3-times before I get to the right department. I explain the problem to the rep this time and she can't tell me why my order was cancelled but then she starts asking me what services I had on my original order...like I can remember everything I had entered online back in November. So she keeps asking me questions and then putting me on hold. Finally...the line goes dead, the phone rings and I get the dreaded, "If you'd like to make a call...please hang up and try again." message.

10 minutes later, I get a confirmation email from Uverse with a new installation date. The date? January 23rd with an 8am to 12pm window! Undoable and considering that date was over 3 weeks away and over 2 months after my original order date it was just unacceptable.

So I call back go through the stupid phone system get transferred only twice and ask to file a complaint and cancel the order. I talk to someone who sounds REALLY knowledgeable. She offers to talk to her boss that Friday when he got back in the office (this was after all New Year's Eve). She said that at the time all she could see was Jan 21st as the earliest date on the schedule. But, she said that considering circumstances her boss could possibly overrule and get the date moved up to the following week. Which was cool if she at least tried. Well, she said to expect a call on Friday Jan 2nd...she would be in at about 9am my time and that she would get back to me with the update by the afternoon.

So Friday at about 4:45pm, I call em back again. I get someone else after a couple of transfers. This person gives me some song and dance about a call possibly coming in as late as 7pm when they close (tell your story walking, buddy). Then he reiterated that the earliest date for me would be January 23rd. And some token apology. No help getting me to a higher level supervisor or anything. No offer of a discount for the inconvenience...nothing.

So I canceled the crap. No call no email apologizing...nothing.

But it sounds like I might've dodged a bullet afterall.