Report: #830915

Complaint Review: AT&T U-Verse

  • Submitted: Sun, January 29, 2012
  • Updated: Sun, January 29, 2012
  • Reported By: sjc0317 — Arlington Texas United States of America
  • AT&T U-Verse

    Arlington, Texas
    United States of America

AT&T U-Verse Terrible Customer Service Arlington, Texas

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When we returned from vacation, we found our U-verse TV and internet service was not working.  We called service that night, Friday, and were told that a service technician would be out Saturday between 4 and 8 pm.  The service tech would call 20 min before arriving. 

When the technician called at about 4pm, he confirmed the address, but he had it wrong.  We moved earlier this year and have U-verse at both locations.  AT&T incorrectly was sending the tech to the wrong address.  When we corrected him to come to our new home, he informed us that he couldn't come to a change of address and would have to call his supervisor.  He called us back in about 30 minutes and told us that the supervisor on call (not his) would not allow him to come out and that the service call would have to be rescheduled.  We asked if we could speak to the supervisor or would he be calling us.  He said no, the supervisor told him to convey the decision.

We called the service desk to ask that the original service time be fulfilled.  The service person was very nice and agreed that AT&T had made the mistake and we should not be inconvenienced due their mistake. He tried to reach the service department for us, but they were not responding to him.  No service technician arrived Saturday.

Sunday morning at 10:30am, another technician arrived and was suprised when we told him of the other technician's refusal to come and his suposedly hiding behind a supervisor's decision. It appears that some U-verse technicians use any technicality and/or hide behind a supervisor to not fulfill their work schedule.  We were inconvenienced due to error by AT&T and nobody at AT&T could seem to fix the problem or cared other than one phone service center rep.

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