This is actually the notice I delivered to AT&T Company:
This notice is definitely an explanation of why we chose to stop our installment with AT&T u verse. The series of occasions that resulted in this choice could be laughable when they weren't accurate. We're currently happy Time Warner clients, and also the following describes why.
On March 31st at 7:37pm I planned installment with AT&T U Verse for highspeed web, electronic telephone, and Cable Television company. I had been originally amazed the earliest visit we're able to get was Sunday, April 12th, nearly fourteen days later, but traced that for your system’s recognition.
On that Sunday, I had been visiting relatives in Mo, therefore my spouse met the specialist. After about 20 units the specialist informed my spouse that there is no sign at our home which exterior function would need to be achieved within our region to be able to finish the installation. Listed here is where the tale gets exciting.
The specialist told my spouse that somebody might contact him once the issue was set to ensure that we're able to reschedule the installation. No body named on Friday, therefore on Thursday, April 14th, my partner named AT&T, looking for out that which was happening. He spoke to many customer support reps, none of whom might inform him that which was happening with this installation. He was informed that somebody might contact him back and allow him understand the problem. But, no body named him on Thursday, or on Friday.
I returned to Austin late Friday morning. While my partner delivered from function that evening, he introduced he had invested at least two hours that day about the telephone with AT&T, looking to get some info. He eventually got touching somebody within the Executive division who (does this problem?) stated that someone might contact us back. Have you been amazed to discover that no one delivered our phone?
Delay, this gets better. On Thursday, April 16th I overran the AT&T pursuit. The very first customer support worker I spoke to was called Bob. I've to inform you, everybody I spoke to attempted very difficult to assist me. These were usually pleasant and personable, but completely inadequate in obtaining our issue solved. Therefore, Bob looked over our report. He explained that it appeared to him like our issue have been solved. It was fascinating, because no one had named to let's understand, but never-brain. Bob went forward and rescheduled our installation. He desired to reschedule it for Friday, April 20th, but I told him I'd a doctor’s visit that day. He discovered what seemed to be an accessible visit on Friday day, April 17th. I told him to-go forward and plan our installment for Friday, which he assured me he had completed. I also determined at this time to create a scheduled appointment Eventually Warner aswell. If AT&T couldn’t get us mounted by Wednesday, April 21st subsequently our company could be likely to Time Warner instead.
Your visit was allegedly between 8 and 10 am on Friday, April 17th. At 9 am on Friday I named mail, simply to make certain anything was on-schedule. But mail had no report of our visit on Friday! They'd us put up for a scheduled appointment on Friday morning, regardless of the truth that I'd informed Bob that will not function.
Therefore, it had been back again to customer support for me personally. This time around my customer support representative was called Yvonne. Like everyone she was unfailingly polite and experimented with be useful. Nevertheless, she believed placing me on-hold was the best way to proceed, which she did as she attempted to find points out. I observed the time, and that I was on-hold to get a whole of 45 units with Yvonne, where period she couldn't tell when the issue on our point was solved or not. She ultimately explained that she was attempting to speak with mail and executive and viewing when they could easily get somebody out to the home the next evening (Saturday). She GUARANTEED me that somebody might contact us back – possibly her or her supervisor. Yvonne seemed really honest, and that I believe she was, however the program thwarted her too. No body delivered my phone.
Around 3 o’clock that morning I obtained an automatic concept from AT&T confirming my visit for Friday morning May 20th! This amazed me. I guess AT&T had determined that by golly I had been likely to have that visit on Friday morning whether I needed it or not.
By now I had been experiencing a little fatalistic about this all. Section of me truly desired AT&T to exhibit up Friday morning while I had been at the doctor’s, but I went forward and adopted the requests to talk to an owner. This time around I spoke to somebody called Honest. Joe possibly thought I had been a little insane. The very first thing I stated was – don’t set me on-hold, I’ve been on hold enough nowadays! Joe assured me he never set anybody on-hold, which he usually named people back. I started laughing. I stated well ok then, let’s hang-up and also you contact me back. Should you contact me back you’ll function as the first-person from AT&T to possess really adopted through on that guarantee
Therefore we hungup, and lo and see! Joe DID call me back. I had been pleased. I suppose should you reduce objectives enough through bad support fundamentally your visitors are thankful for whatever slivers of regard they are able to get
The very best Joe might do for me personally at that time was a scheduled appointment on Thursday, April 21st between 12 and 2. TimeWarner was searching better all of the time, but I allow the visit stay.
Over that weekend my spouse and that I mentioned the problem and lastly found a summary. It merely was incorrect for all of US to-go forward and deploy providers from AT&T at this time. AT&T no further earned our company and really should not be compensated for that method they'd handled people this week.
On Friday I named AT&T one final time to stop our visit. This time around I spoke to somebody called Terri. Terri experienced the typical litany of the way you all were so sorry to get rid of our company and was there something they might do to win-back our support? I informed her that at this time there is nothing they might do to create me alter my brain, but when they desired to provide us per month of free cell phone support to create up for that distractions we'd endured, nicely that might be excellent. Unusually, Terri didn't take-me on my recommendation. She did, however, truly, really wish to place me on-hold. I chose to spread that, and ended our phone.
I understand this can be a lengthy notice, however it was an extremely long week for all of US. I actually feel sorry for that several good people I spoke to at your organization this week that attempted so difficult to assist me but were stymied at every change by what seems to be a damaged program.
We're currently pleased and treated to possess our providers mounted by Time Warner. Be assured when anybody asks me which wire/internet/electronic telephone supplier I'd suggest, I'll be pleased to let them know my tale.
A duplicate of the notice is likely to be likely to the Austin-American-Statesman, the Greater Business Bureau of Austin, and also to Angie’s Checklist.
Really,
Lynn Nill
0 comments