AT&T Uverse — horrible service, lies, no customer service department
At&t escalation department,
I am writing to you based on an unfortunate customer service incident that I was a part of on monday, september 12th. You may reference my account using the following information:
Name: xxxxx xxxxxxx
Account pin #: xxxx
Address: xxxxxxxxxxxxxx, st. Joseph, mi 49085
Fcc complaint id # 11-cxxxxxxxx
I called allconnect, a third party vendor, on thursday september 1st. They pitched me a good package, and searched the calendar to give me a september 12th install date. I received an order confirmation that same day (Exhibit #1). Unfortunately, I never looked at the details of the order confirmation, but the appointment had been moved to october 4th (34 days after the order date) without an explanation. I took off half a day of work on 9/12 to wait for the installation team, which obviously never came. After work, I called at&t back just before 5pm. The customer service department referred me to tech support to see if I could get my date moved up. I spoke with & ldquo;mark” (Employee id: mw497h) at tech support, who was extremely respectful and helpful. He was able to move our appointment date up to september 29th. Obviously, I was still not happy with having to wait almost a month for service, and for not getting any explanation for the lengthy delay. & ldquo;mark” explained that his manager (Agent id: us860v) would not be in until two days from today, so I should call customer service for further help because they had & ldquo;multiple levels of management” who might be able to help me improve on my date. I explained to him that I was disappointed that they were the ones who had sent me to him in the first place, and he sympathized with my situation but asked me to elevate it to them. Mark did his best, and told me to reference case number fxxxxxxxx in further communications.
Around 5:30pm, I called customer service to try to improve on the date, as mark had suggested. This time I spoke with a & ldquo;joshua”. This young man apparently called the same people mark had called, and told me that there was no way to improve on the september 29th date. When I asked for a manager, he would respond with & ldquo;i would be happy to let you speak with a manager, but he cannot do anything more than I can do. & rdquo; each time he said this, I requested to speak with a manager anyway, and each time & ldquo;joshua” would respond with this coached response and not forward me to a manager. I asked josh for the name of someone higher up that I could speak with, and he gave me a physical address for the & ldquo;escalation department”. I explained that it didn’t seem to make much sense to send mail to an address that would take 3 days to get there, 3 days to respond, and it would be pointless to try to move up the install date in this manner. I asked for a manager again, he refused to forward me on to one.
I finally hung up on joshua, and called the customer service number again. I do not know the name of the young man I spoke with next, but you can look it up on your system. The first words I said to him were that I needed to know the name of the last person I spoke with (“joshua”) and that I needed to talk with this young man’s boss. This young man explained to me that he was an account manager, and that there was nobody above him in the organization, which I thought sounded a bit silly. But, I let him try to help me. He again came back and explained that he had done the same thing as the first two men did, and had gotten the same response. Again, I asked to speak with his manager, and he responded with the same coached response (Word for word) that & ldquo;joshua” had responded with. I explained to him that I had asked for a manager over 5 times and still had not gotten to speak with one even though everyone kept telling me that they were & ldquo;happy to let me speak with a manager” this new young man then said that I could speak with his boss, even though a few moments earlier he had told me that he was the highest ranking employee at the call center, which turned out to be the first of many lies I was told from here on out. As we waited for his manager to get on the phone, this young man researched the issue and explained to me that the 3rd party vendor (Allconnect) had given at&t the order on september 1st, but it was not scheduled for a appointment until september 12th (Which of course is lie #2, per exhibit #1). I asked him why I was not scheduled for an appointment if at&t had been given the order on september 1st, but he had no answer for that. At the time, I had not dug into the evidence, so I did not realize he was lying, I just thought they messed up.
I asked to speak with his boss again, after which he finally put me through to him. I then spoke with his boss, who very quickly explained that there was nothing more to be done and that I had heard three people say that and this conversation was over. He said all of this before I could explain the situation. I asked him to listen to me for a moment, but he started to explain that allconnect had apparently not even given at&t the order until september 12th at 6:02pm (Lie #3, since I had already made two calls which at&t had pulled up my account, referenced my scheduled date, and moved my date up). After I explained to him that it was clear at this point that he was lying, and that I had proof that at&t had my info prior to the time he was trying to say at&t got my info from the 3rd party vendor, he completely clammed up. He began to try to pass me off. I asked him for the next person I could speak to, he gave me a physical address where I could send a note to complain (The same address for the escalation dept that & ldquo;joshua” had given me). I asked if they had a customer service department, and he said that I should call the fcc if I had a complaint (Which I later did, see exhibit #2). He said that there was no one above him in the organization with regard to customer service, and that contacting the us government was my only option, which is utterly ridiculous.
I need to understand, from a business perspective, why at&t is willing to give up $1, 500+ in revenue, rather than to hire more technicians. When you have a monopoly, you should not be able to make people wait 5 weeks to get service from the request date. Do technicians cost $1, 500/visit? Multiple members of your team told me that they had hired more technicians than they need, and that no one else was available for hire, despite 9% unemployment with millions of people looking for jobs. & ldquo;joshua” said that technicians were working around the clock doing 20 appointments a week, while the next & ldquo;account manager” explained that technicians could only handle two appointments a day, so that was another lie. I had asked, multiple times, to be put on a list to serve in case one of the dozens of appointments between now and september 29th cancelled, and was repeatedly told that there was no way for this to work (Which seems ridiculous). I was offered $5 off a month for the first 6 months (A $30 value). I make $120, 000/year, so taking the morning off and spending two hours on the phone this evening, along with taking another morning off on the 29th equates to $576 in lost wages, but $30 seems like a fair trade? Of course, I have no other option since you have a monopoly in this area, something which I explained to the fcc, who takes it very seriously when companies who are given monopolies do not serve their constituents in timely on honest ways. They also take it seriously when there is no customer service department, and the constituents are sent directly to the government to lodge any complaints, basically outsourcing basic customer service to the taxpayers.
In the new world of social media, in which I am a practicing expert, it is unfathomable that you would lie to customers in a way that could be easily proven. It is ridiculous that you would treat customers this way, and that you would not have a customer service department to deal with complaints. It is unfortunate that you force customers to report you to the federal government instead of actually dealing with us like we are people. Unfortunately, you will likely learn the power of social media the hard way, as many other companies have. Please take this note seriously, and learn your lesson, before someone has to teach it to you through a massive loss of business or a successful fcc lawsuit.