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AT&T Uverse Complaint - Customer Service Fiasco - at&t uverse
AT&T Uverse Complaint

AT&T Uverse Complaint


Customer Service Fiasco - at&t uverse

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.

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krf416 says: (7 years ago)
att was suppose to install my uverse on 2/21/12. when they came out they could not install it because the order was written wrong and did not include my apt number on the order. they then rescheduled for today 2/24/12. when they never showed up by 3 pm, i called customer service. Let me just say 3 apts in my building of 8 have uverse. c/s says a tech was out(which was not true) and that my apt uverse is not available. Mind you i have had in depth conversation with the original tech who came to my home with the wrong order. They have a new way of installing uverse. The old way it would work, but the new way it won't. Instead of getting another customer and making a profit and setting me up like the other 3 apts in my building, they are willing to let me go back to comcast. I have several wireless accts with at&t for now. This experience tells me they don't want to make money and that they just want to take losses. This is a very poor way to handle business. If it was not available, they should have never made the first appt let alone the second appt to come and install it. I am still trying to figure out how they knew it would not work today when nobody even came to the house. At this point, I am getting ready to go to channel 5 news and the ICC to file a complaint. Although I do not like comcast, they never would turn money down no matter what. they would find a way to get my business.

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