I made the switch to Uverse (phone, internet and TV) in January when it became available in my area. That was a decision that I have come to adamantly REGRET! First, the installation process was horrible - it took 4 days to get complete. The AT&T technicians that work in silos, meaning the inside guys don't coordinate with the outside guys. On the first scheduled day (a Friday), the tech did not show up until 7 pm, more than 5 hours after the 12-2 pm timeframe that I had scheduled. Then, when he showed, after about 30 minutes, he said that he couldn't connect my service because the "outstide tech" had not completed the pre work before the install, so he couldn't connect my service. I was a little disappointed, but said okay, "when can you get this resolved?" He called his office and scheduled an outside tech to come out the next day - a Saturday. BUT, I couldn't get an inside tech to come out until Monday. Well, I was upset because I was told by the agent that processed my service request that I could disconnect my current Direct TV satellite service. So, my family had to be without TV service for the entire weekend. But, i still tried to be understanding and accomodating. Then, on Monday the inside tech came to connect my service and spent more than 8 hours in my home during the install. I lost time at work because I had to take off on Friday and Monday to accomodate the install service schedule, but despite challenges I was willing to give AT&T Uverse a chance. After only two months, I've had yet another problem with the system. My ATT Uverse - internet and tv -service was out for more a week with no resolution. I wasted hours on the phone with tech support every day for 5 days, and was given the complete run-around. I run a small business at home and having internet service is critical, I lost money, had to reschedule appointments and inconvenienced my clients because AT&T could not fix my service problem. I was told first that it was my gateway, then when the techs came to my house to change out the gateway it didn't fix the problem. So they said it was the outside. Then the outside guys came out and said it was the inside. Then another inside guy came and still could not resolve it so the problem was escalated to tier two. Still, my issue went unresolved and i encountered several clueless techs.
I called customer service and encountered several extremely rude, unempathetic, nasty, unresponsive agents who basically said that they'd be happy to cancel my service if I am unsatisfied and only offered to credit my account $5 a day even though this PROBLEM WAS DUE TO AT&Ts FAULTY EQUIPMENT AND UNSOPHISTICATED INSTALL.
After spending numerous hours with three different techs over a seven day period in my home during this extremely painful process, I was at my wits end and was ready to move on to another provider. On my way home, I noticed an AT&T service truck and tech on my street at my neighbors house. I stopped and asked him if he was in the neighborhood to fix my issue. Well, turns out, he wasn't there to fix my issue, but to fix my neighbors issue which was the EXACT SAME AS MINE. I must say that this tech is the only bright spot in this story. He came to my home, even though it was not on his list, looked at my problem, got on the phone with his supervisor and explained that there were several homes on my street whose service went out the same day and none of us had received any resolution from AT&T. This tech identified the problem that none of the other techs could and got it fixed the very next day.
So, after everything in this nightmarish ordeal, I called customer service to find out how they would rectify this issue on my bill and they said that they don't have a record that my service was out. I was floored at this point. I made countless calls to this company, wrote down names and times of every person I spoke with and the customer service rep said that he could only credit my account $30. I pay $180 per month. I laughed. I asked for a supervisor to call me back... Well, I'm still waiting. THEN, to top it all off, I get home today and my home phone isn't working. I pick it up and there's no dial tone. When i call from my cell, it rings and goes straight to voicemail. Well, i call tech support again and she says that she scheduled a repair report and a tech should come out by the weekend. Today is Tuesday.
I don't want anyone else to go through what I have, frankly I would not wish this experience that I've had with AT&T on my worst enemy. Suffice it to say - they've gained one extremely unsatisfied former customer. And I'm sure none of my clients, friends, collegues, church members, sorority sisters, neighbors and anyone within an earshot of me will become a customer of theirs either. I am going to tell as many people as I can that this service SUCKS!!!
If you want to send your complaints about AT&T UVERSE, here's the information to the CEO. Good luck with that though. I must say that the executive office is just as unresponsive as customer service agents. I guess their attitude reflects the attitude of the leadership.
Randall Stephenson, AT&T CEO
[email protected] (direct)
randall. [email protected]
phone: 210-351-5401 (direct to his secretary)
fax 210-351-3553
alternate phone: 210-821-4105 (headquarters, press 3, ask for Mr. Stephenson's office)
175 E. Houston
San Antonio, TX 78205
Needless to say, I've scheduled an install with another service provider this week.
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