AT&T Uverse
Five Calls Needed to Get Replacement DVR Box Ordered

I began having problems with my DVR and all the recording and playback features. I called ATT - spent 20 minutes on the phone with a young man who asked for a number in case we got disconnected. After 20 minutes we were in fact disconnected. He never called back. I called again - reached someone in Denver who told me that the first individual never processed the order for the new box. The Denver rep said he would do it but I needed to call back in an hour to verify. What? 4 days later I called again. The 3rd person told me that neither of the first two individuals had processed the order but that he would take care of it. This was on a Wednesday. He said I would have the new box by that Friday - 2 days. 9 days later I called back - never received the equipment. Spoke to another individual who again disconnected me while transferring me to the right department. I called again - spoke to a 5th individual who told me that none of the previous individuals had ever processed the order. The last young man did in fact process the order, send verification by email and I received the equipment. This was the worst most frustrating inept customer service experience I have ever have. Love the Uverse product - absolutely hate trying to get help. Oh yes, because they close at 5pm and aren't open on week-ends. If you ever have a problem after hours on a Friday, you're just out of luck. Don't think I will ever recommend this company again.

Company: AT&T Uverse
Country: USA

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