ATT Uverse / installation
I am writing to let you know about my experience in ordering and having AT&T Uverse installed at my residence. Please read below, I give details regarding my experience, my horrible experience.
Sales person, LaDonna (do not know last name) came by our house, sold us on the idea. I spoke with her and requested pricing on a certain package. I left several messages and never received a call back. In total I tried to call her five time, without ever getting a response. This should have been a sign of what I could expect from AT&T Uverse.
On November 18th I ordered Uverse online at 11 pm. The first available installation date that was given to me online was December 26th, which was unacceptable. LaDonna told me installation would take less than one week. On November 19th I called the Uverse customer service phone number and got the installation date moved to December 1st, from 8:00 am – 12:00 pm.
On December 1st, no one showed up! I called the customer service number and spoke to Fletch (no rep ID was given). I was on the phone for one hour. He was going to call dispatch on his own and call me to connect to dispatch due to the long wait times, but I never received a call back.
I then spoke with Josh (rep ID have it written down at home) at 4pm for one hour. He spoke with dispatch directly and scheduled us for the next day at 8:00 am – 10:00 am on December 2nd.
On December 2nd, an AT&T truck showed up, but it was not an Uverse installer.
We then spoke with Drena (Rep ID W2AP). She rescheduled us for later on December 2nd, 12:00 pm – 2:00 pm. NO ONE SHOWED UP or called to let us know that they were not coming! I even spoke to Drena at 5:00 pm and she still thought they were coming.
Please keep in mind that my wife has taken December 1st and 2nd off work to be available for your company to install your product at our home. Both were unpaid days off work and we had already canceled our Dish Network account. At this point she has already called me twice in tears.
Next we rescheduled for December 4th, 8:00 am – 10:00 am since my wife could not miss a third straight day of work.
Guess what? No one shoed AGAIN!
This was now four appointments that your installers have missed. If I was not so emotionally and physically invested in this whole thing you would not be getting my business. I still expect more compensation than I have received.
On December 4th at 11:00 am I spoke with Robert (Rep ID A7RN). He looked at the dispatch log and saw that we were never scheduled on the 4th from 8:00 am – 10:00 am as we were told. Instead we had been scheduled for 12:00 pm – 2:00 pm. My wife could have worked a half day if the stupid reps could tell us the actual time the installer was scheduled to come.
We need to be compensated more than we have and I better hear back from someone in response to this letter. This has been the worst customer service experience I have ever experienced or even heard of. What a joke! This has been unbelievable! I have more details if they are needed.
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