My Uvers connection keeps dropping every 3 minutes. I call support and reached the well knkown "Bob" from Atlanta. Bob had a rich indian accent. In any event Bob was rather nice and helpful with me and my complaint. He scheduled service for between noon and 4pm. The problem I had was that I couldn't be there until 2:30. Bob made the notation and we joked about the technical team reading the notes and showing up at noon anyway. I should have wagered a full paycheck!
So at 4:35, 35 minutes past the 4 hour window they demand someone be at the dwelling, there is still no technician. I called uverse support and was rather mean and upset. This time I got another representitive with a rich indian accent and they assured me that the tech would be at my house in less then 30 minutes. My only request to them was to CALL me if they were going to be later then 30 minutes. You know, use a phone to call my phone. Communicate with the valued customer who is having trouble with the products and services that I pay a lot of money for.
Of course the commitment was made to call me if they are running late and we discontinued the call.
5:45pm and no technician was yet to be seen. No phone call, no communication of any type and still crappy service with the TV and internet dropping for 2-3 minute periods every 5 minutes. So I call support again and go through the prompts. Enter in my phone number (which does absolutely friggen nothing at all because they still ask me for it when they get around to answering!) Another representitive with a rich indian accent took my call and (of course) asked me for my account number. Said that the would reach out to the technician and find out why they were not there and didn't call. She returned to tell me that the number on file was coming back as some other number that was not listed on my account. Of course the number I am calling from was on her caller ID and it was my office number. This has NEVER been given to anyone verbally EVER yet they have it in front of them. So this makes me pissy because I am forced to repeat my account number every time I call in even when I am at home. Complete disrespect of a paying customer.
In any event the technician calls my house while I am on the phone with *Bob* and starts telling me that they showed up at noon sharp. WHAT??? You have to be f'ng kidding me! Aparently reading notes or communicating with the customer is not what they train the AT&T technicians. While I was speaking with this technician (and on hold on the other phone with hold music going off) they phone goes dead and I get a dial tone. *BOB* hung up! What a excellent way to handle a pissed off customer who simply expects some type of accountability.
I left the cell service a year ago, internet/tv and phone is now going to COX. Sure, they suck too but billing and support is at least something I can deal with. Why do we allow the monopoly of these services? There may be two methods to get your tv/phone and internet but there should be at least 2 methods PER technology.