I'm Waiting for AT&T to show up

[PlacentiaSoccerMom]

Since we switched over on Tuesday, I have had problems every single day. We had an appointment at 2:00 to fix the TV, then it turned into a 2 to 4 window, now I am hearing that they may not even get somebody here until 6:00. So, I have basically wasted my Saturday waiting for them to come fix something that they should have installed correctly on Tuesday.

[secondchance]

Since we switched over on Tuesday, I have had problems every single day. We had an appointment at 2:00 to fix the TV, then it turned into a 2 to 4 window, now I am hearing that they may not even get somebody here until 6:00. So, I have basically wasted my Saturday waiting for them to come fix something that they should have installed correctly on Tuesday.

Good luck, PSM. That's always so aggravating. I'll be following your experiences with AT&T as the basis of whether I switch over to them or not. So far, it's a not. The 4 shows at once DVR/watch them from any TV ability is what caught my attention. Is that function at least working out well? What problems have you been having?

Oh, and congrats on getting Zap!! Haven't had a chance to mention that yet. What a cutie, and aside from lack of sleep, sounds like you're really enjoying his presence. You all made a terrific choice. Yay.

[PlacentiaSoccerMom]

Given the fact that we can't use the TV box upstairs, we haven't been able to test the four channels at once thing.

[PlacentiaSoccerMom]

I just had to call them again. They are telling me 7:00 is when they will make it out here, five hours after the original appointment time. Nice.

[PlacentiaSoccerMom]

I called the "third level" people and they tried to call "escalations" for me. After being on hold for fifteen minutes they said that they would call me back when "escalations" picked up their phone.

I said, "Are you really going to call me back? The people at the help center were supposed to call me back at 5:00 to let me know when somebody was calling and they never called back. When I tried to call them, they were closed."

We will see what happens.

My father in law just got Verizon's FIOS package installed and they have had no problems.

[mrkelley23]

This is sorta what I was referring to when you asked for advice: the initial installation was a pain, because it was handled by local flunkies who really didn't know what they were doing, since AT&T had no installers here. Once we finally got everything working, it has stayed pretty consistent, and the phone support is relatively good. Of course, the bar for comparison in that industry is so ridiculously low that it doesn't matter.

See if they'll give you the phone number for the escalations person. Then save it in a very safe place. Once they gave me that direct number, I started bypassing the first level people as much as possible.

[geoffil]

AT & T also took forever to restore phone service to people in Houston (The Woodlands) after the Hurricane. My parents were without phone service for almost 2 weeks. It took almost the same amount of time to fix cellular service from AT & T. They should have had the temporary cell phone towers in place like they do for major sporting events, but no. They have laid off too many good people and moved too much of customer service overseas. My BIL is an engineer for them and said one of the head Houston guys came from the marketing dept, not engineering.