I will get straight to the point: Account number ********** Karen Glass date for instal...

GetHuman-wsgiik's customer service issue with AT&T from September 2018

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I will get straight to the point: Account number ********** Karen Glass date for installation of Direct TV and Phone September **th. Jason the installer phone ***-***-**** was shown the wiring and cable panel of the house by me Walter Glass. Jason states he could not install because Cox the current provider for cable, phone and internet had to identify the data line or internet. Jason stated to call them then call him when Cox had completed the service. What he said made sense at the time. Jason called his supervisor Brandon, spelling uncertain, ***-***-**** to inform.*Cox tech, Richard, at home September **th. Shown same cable panel he stated that the Cox line was already tagged for identification and stated the installer could have completed the installation without Cox service to identify the data line. I called Jason left text he responded and communicated with Tech Richard, problem solved.*Jason had told me to call him or his supervisor Brandon and another appointment would be set for installation. I called Brandon same day as Cox appointment, but no response sent several texts no response, called ***-***-**** per Brandon voice mail and set another install date for September **th, on that date no show. At approximately *:** pm arrived at AT&T store located at **** Plaza Bonita Rd. Suite **** National City Ca. ***** irate and upset.*There is so much wrong with this transaction: There is no accountability and a gap in the lines of communication between sales, installation and customer service. This gap allows dropped installation issues and customer service errors to go unresolved. The difficulty of knowing which department is responsible for compliance is a mystery to this writer. Anonymity gives confidence that no one person is responsible. *If increasing customer base is not important then perhaps choosing AT&T was an error. The installation phrase of the sales agreement or contract is crucial for legal performance of the contract. AT&T has not performed. Is there a reasonable explanation that convinces me that this situation is a rare occurrence or an indicator of deeper systemic problems?*The store manager Flor Hernandez ***-***-****, while back tracking the customer order discovered that the appointment was never set for September **th and that there were two installation orders one for Direct TV and phone the other for TV only. Flor scheduled install for this morning * to ** September **th. Flor took command of a problematic situation created by company promotion, mishandled by installation and customer service that suddenly dropped upon her for resolution. Flor took the time to make the necessary inquiries up to her managerial authoritative limit for immediacy. I asked her how can I know the install will happen, she responded you have to take my word, trust me. Flor personalized her integrity with me and frankly saved the sale.
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Customer service issue
Reported by GetHuman-wsgiik
Sep 20th, 2018 - 6 mons ago
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Sep 20th, 2018 6:46pm