When AT&T's U-Verse service became available in my neighborhood, I was one of the first on my block to sign up. The television, DVR , and internet service is significantly superior to our previous cable provider. So recently I decided to upgrade my service package and make some other enhancements to my phone service.
I've been trying for nearly three weeks, and AT&T U-Verse keeps canceling and/or rescheduling my installation appointment because of an internal service problem. The few times they've had the courtesy to call me, it's been calls from people with accents I couldn't understand based in overseas call centers who were clearly not well-trained in the company's products.
In the past two weeks, during the calls I have initiated, I have talked with at least 15 people at AT&T U-Verse, and while they have all been very nice and seem genuinely sorry that their company's service is so poor, they can't seem to do anything about it. Today, when they didn't show up at the scheduled time, I spent two hours and 55 minutes on the phone, only to be told that they wouldn't be coming out until next week.
It appears that the people who have the power to take the steps to fix the problem are hiding behind a complex telephone system and refusing to actually talk to customers.
I'm trying to turn this situation into a lesson to share, but at this point, all I can manage to do is rant. But if you're considering a switch to U-Verse, you might want to hold off until AT&T gets the bugs worked out of its system.
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