The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
AT&T Uversedelivery of service/customer support

K

We called AT&T on Oct 24 to set up U-Verse service in our new house. They said they could not set up an installation date before Nov 18! When pushed for a sooner date they suggested we call each day as they get cancellations 'all the time'. Disappointed but determined to try the service we waited. We called every day as suggested, waited to speak to a rep, requested an earlier appt, and never could get an earlier date.

On Nov 18, the day of installation, my husband takes the day off work to wait during the given window of arrival (11-1). By 1 when no one had yet to arrive he calls to be told they couldn't come and never had intention of calling. When he asked if he could reschedule they couldn't provide a date due to a mysterious 'service issue' they hadn't resolved.

Our complaint is to report the appalling customer service by AT&T U-Verse. We not only lost a month of service, we lost a day of wages, and a whole lot of respect for this company. The lack of response or willingness to rectify the situation will surely hurt their customer acquisition and retention (they lost us and all our friends!). However, the failure to live up to the agreement (installation date) and the absence of a call to give us notice in advance is inexcusable.

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