AT&T U-verse
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Category: Services
Contact Information
Dallas, Texas, United States
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AT&T U-verse Reviews
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October 28, 2008
Returning of their equipments
During December 2007, I enjoy their TV and Internet service (less than a month). Due to a personal matter, I canceled this service. But it was the beginning of a nightmare not over yet. I called them several times from January to February or March to return the Hardware provided.
In all of the calls, I was told to wait for THE BOXES that they sent to me to return the equipments. In spite of this, I explained the problem to the customer service employee and I always got the same answer: “don’t worry there was a problem, wait, the boxes were already shipped to your address. The contract service was for $59 and free if I cancelled it before one month of use, but it was actually for $130.45, then I received another one (I don’t remember how much I actually paid) and there was a refund as well. I tried to get rid of the apparatus in their Westport (CT) location, but they didn’t accept them. I lost too much time, money and health by trying to return their equipments. Every call I did lasted about one hour to get the constant answer: “You have to wait for the boxes they were already shipped to their address”. I also sent a letter to one of their addresses: no body answered to it. Because their service worsens my hypertension and my nerves almost exploded, I gave up: no more calls.
Almost at the end of September, I received a new bill from them for $336.40. I called them again. This time I took the name of the customer service employee (Gloria Lopez). I talked to her at 10:35 a.m. in September 29. After showing her the general picture, she apologized; she repeated that the boxes were going to be sent to my address and that the bill was going to be canceled once they get the equipments. Two weeks later on, as always, no boxes arrived to my house, but a letter from Collection Bureau of America.
I called one more time in October 16 at 10:20 a.m. This time Tania Perez repeated the song: “sorry, but maybe there was an inconvenience. The boxes are going to be there from one to two weeks”. My last call was in October 24 (about 11 a.m.), in that time, I talked with Cark Calderon. He repeated the same. I asked him for his/her boss. He gave me the name of Seire Cardona. He added that she was going to call me in one or two days: she has not called yet.
I am tired of this. My heart is sick. I visited a cardiologist and took some tests. Today I decided to take the final choice. I am going to leave the equipments in one their locations in CT. They have been with me for ten months against my desire.
Dealing with AT&T U-VERSE has been the worst nightmare in my life. I care about people and I don’t want them to have the same experience.
Cordially,
Carlos M. Trujillo
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September 29, 2008
Rebate scam
AT&T U-verse installed fiber optics in my neighborhood. They went door to door offering a deal to intice people to have the cable installed and try their service which included: free installation to as many locations as you choose, Cable TV service (1 month free at any level - she encouraged me to take the highest level valued at $125/mo. so I could "try it" to see what I wanted to keep), 1 DVR, $100 Visa Card as a rebate if you keep the service for 30 days.
I have paperwork with this information included. The sales girl left me her personal cell number so that I could call her if I had any problems. She was very nice. My first issue was that I agreed to put down my home phone number only on the condition that AT&T did not call me with solicitation calls. She said I had to complete a phone survey, that was all. I took that call the next day; the automated dialing started immediately. I called the girl who sold me the service (she did not return my call) and I called the number at the end of the message. It was a week before I got taken off their list.
I was a little nervous about the redemption coupon because I was signed up for a $125/mo. service so I made sure I kept track of the date. I got on the internet to redeem my coupon which wasn't available until day 29. Once I got on the AT&T site, the terms mentioned that the deal was EITHER 1 free month cable OR $100 rebate. I decided to call instead.
I was told at this time that in order to redeem the coupon I had to agree to the "terms" which included keeping the service until the redemption process was complete (an additional 3-4 weeks). This means in order to get $100 rebate I had to pay $125 for the next month of cable (at least). I told the woman on the phone that wasn't what I was told. She said it didn't matter what I was told, those were the terms and if I didn't agree to the terms that I didn't qualify for the rebate. I said in that case I would cancel the cable service today. She said she would give me the number to customer service and they would be happy to cancel.
I will also be filing a complaint with the PUC and BBB. I will also NEVER take any other kind of promotion offered through AT&T no matter how large or small. It is not worth the effort to me. As far as surveys, no matter what survey AT&T sends me from now on my response will be zeros. If nothing else I can express my dissatisfaction in some small way.
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September 22, 2008
REBATE SCAM
Lets see. I signed up for U-Verse back in July and it was installed 8/2/2008. I thought I was getting some great deals such as $200 cash back, as well as $25 for paperless billing. I might actually get a good product/service and not have to pay through the nose to get it. Well what in the hell was I thinking?
Stated here ... https://uma.att.com/assets/files/legal_disclaimer.html It says that I have to place the order online (which I did I still have the PDF files of the order), and then I have to have the service for 30 days to get the rebate. Well 30 days was 9/2/2008. I went online this past weekend to redeem my $200 and it had expired on the 16th. I guess they think giving you a 14 day window to redeem your rebate is a reasonable amount of time. But best of all THERE WERE NO INSTRUCTIONS INDICATING THAT I HAD TO DO THIS IN ORDER TO QUALIFY FOR AND RECEIVE MY REBATE !!! So how would the average customer know how to do this !?!?!?!??!? TOTALLY UNACCEPTABLE!
And As I sit here typing up this lovely complaint, I have been on hold with the AT&T CUSTOMER SERVICE (HA what a joke) LINE for 3 Hours Now. YES, I didnt stutter. On hold for 3 hours. I am so glad I didnt even have a chance to cancel comcast yet (as you can see by my email). I was hoping to call AT&T to get this matter resolved, but as I am finding out AT&Ts customer service doesnt exist. Im sure they are happy to take your $$ though. The longer I sit on hold, the more pissed I get and the more I think about that although Comcast costs more, Ive never had an issue like this before. At this point, the extra cost of Comcast cable definitley worth it when there is no BS involved.
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July 30, 2008
Unknown Credit
I applied for AT-T U-verse service twice in a 2 month period. Despite a good-very good credit rating from all 3 credit bureau's, having a mortgage, credit cards, and a cell phone through AT&T for years, I was denied on the grounds of my credit worthiness.
The website then gave me an 800 number to call, and after calling and waiting on hold for over 20 minutes, was told that my credit came back "unknown" and that I would receive a letter, and then would have to follow-up with the credit bureau. (For the record, I pulled all 3 credit bureau reports on me, and not one came back with anything other than my good-very good credit rating)
Now, I was already annoyed at this point, so when I didn't receive the previously mentioned letter from either application (after several months), I called back and was told that a manager would call me back. Yeah, right. Never heard back, and am unable to get anyone remotely helpful on the phone.
Next step was to file a complaint with the BBB, which I did. The company did respond to the complaint, but obviously didn't read it, as their response was basically what I was told on the phone. (that I'd need to follow-up with the credit bureau after I received the non-existent letter).
I'm canceling my cell service with them ASAP, and sticking with Satellite TV... Absolutely useless company.
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