The actual services are really good. It's just the customer service that seems
to be lacking.
--- On Wed, 11/5/08, Tracey de Morsella <[EMAIL PROTECTED]> wrote:
From: Tracey de Morsella <[EMAIL PROTECTED]>
Subject: RE: [RE][scifinoir2] ATT Uverse Now Rethinking
To: scifinoir2@yahoogroups.com
Date: Wednesday, November 5, 2008, 3:48 AM
Same here, I was thinking about it. My Comcast bill
recent surged by more than fifty percent. I’m switching to Qwest I guess
From:
[EMAIL PROTECTED] ups.com [mailto:scifinoir2@ yahoogroups. com] On Behalf Of
Martin
Baxter
Sent: Tuesday, November 04, 2008 12:21 PM
To: [EMAIL PROTECTED] ups.com
Subject: [RE][scifinoir2] ATT Uverse Now Rethinking
So
noted, Bosco. If I go that route, I'll be careful.
---------[
Received Mail Content ]----------
Subject : [scifinoir2] ATT Uverse Now Rethinking
Date : Tue, 4 Nov 2008 10:38:52 -0800 (PST)
From : Bosco Bosco <[EMAIL PROTECTED] com>
To : Sci Fi Noir <[EMAIL PROTECTED] ups.com>
Okay so I have detailed my ATT Uverse experience previously. Today I am so
distressed by the incompetence of ATT that I am seriously rethinking my
entire deal.
For those who are interested, here's the review. Over a month ago, I bought a
three service package from ATT: Internet, TV and VOIP Phone. It took weeks to
get an Austin install because there's a backlog in Dallas. Apparently the
brain trust at ATT thinks the best idea to solve the backlog is to create a
backlog in two cities rather than hire more people in the place where service
sucks so they're sending half the Austin Techs to work in Dallas. I'm patient
and I wait. I've waited for years for TV and I already have phone and
internet.
The day arrives. The Tech shows up. He gets everything going. He's really
good at his job. I was cable installer for a while. I know when a guy is
competent or not. However, there's a network outage that's messing up new
installs. At 6PM, I'm been home for over 8 hours waiting for my services to
work and no other services available. Finally it's determined that the VOIP
phone is preventing the other services from working and has to be cancelled
and reordered. I do so with some twinge of doubt that this will work.
I wait three more weeks for an VOIP install. I wait at home for the guy to
come and HE NEVER SHOWS UP!!!! He's supposed to be there at 3PM. At a couple
of minutes before 3PM, I call ATT to get an idea of when he's coming. The
person who answers, hereafter referred to as "Phonetard" acts as if
I am inconveniencing her precious time on the job with my inquiry and tells
me "he's probably just running late." I wait til 6PM when I have an
appointment and no one ever shows up or calls to tell me what up.
Today I wake up, put in a call to ATT. I'm hold for 30 minutes. I literally
cooked and ate breakfast while I waited for someone to talk to me. I had my
dishes finished before I talked to a human being. She promptly transfers me
to a Uverse specialist who can't find me or my phone number in her system,
even though I already have ATT phone. I've not received a bill so I don't
have a Uverse account number. Again, she acts as if my insistence on
resolving my issue is a major inconvenience for her. I'm not rude. I don't
yell or curse or call people names but I am incredulous that I can't be
located in a system for which I have been an established customer for over a
decade, 8 years at my current number. She transfers me to customer service.
Who puts me on hold. The finally locate me through my cell phone number which
is not a part of my ATT billing. I spend the better part of TWO HOURS on hold
and finally hang up when it becomes clear that no one is ever
going to return to deal with me. I had planned to hang up earlier but felt a
need to see if they would really let me hold for TWO HOURS. They really did.
(I watched "My Own Worst Enemy" off the DVR. Not so great. Added
nothing to my experience)After I hang up and call back, I get someone on the
phone who again has to locate me through my cell phone number but was kind
enough to get my account number. After twenty more minutes of waiting, I'm
told they're gonna have to call me back.
All of this is underscored for me by the fact that if I keep the service, I
am gonna have to spend another day waiting for an INSTALLER who may or may
not even friggin show up. I feel the pull of Time Warner Cable calling even
though the internet and cable package from ATT is way way better.
If you're thinking of ATT, be aware that getting everything installed and
running is apparently a physical impossibility.
Bosco
