In October **** we had an appt. scheduled, but no one showed. We called to find out wh...

GetHuman2517023's customer service issue with AT&T from March 2019

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The issue in GetHuman2517023's own words
In October **** we had an appt. scheduled, but no one showed. We called to find out why and the new ETA. However, we were told they were overbooked and we would have to reschedule. This was VERY frustrating because we have to basically wait ALL DAY - be home a little before the scheduled arrival time in case they can come early, and allow a few hours after the end of the two hour window for the repairs. We never received a text, phone call, or email about the scheduling change.**On March *, ****, we made an appt. for an equipment upgrade on March **, **** between **:** and *:** Pacific time. **About **:**am on March **, we called to say our Internet was out and we wondered if they had shut it down because of the impending repair. They said that the technician would do that when he arrived (We were talking with someone overseas). *So now we have no Internet, but don't know why, and are waiting for the technician to arrive. At *:** we called to find out what happened (We remembered how we were burned in October by AT&T). We were given the SAME EXCUSE this time! We needed to reschedule because they are overbooked and too busy. This is completely unacceptable. Repeatedly treating your customers in this way, let alone long-standing ones, shows this is a common occurrence within AT&T. We spoke to a supervisor (still overseas) and said we should not get bumped (Are ALL the appts. after *:** that day bumped to a reschedule?!). We also stated that we had no Internet and she immediately connected us to Tristan in the USA. He could not help us with the equipment upgrade issue, but spent two hours on the phone with us trying to get our Internet working. Bravo for Tristan! We got it working, sort of, but it was still running below the minimum speed we were paying for. We had to cancel the equipment upgrade and install order before we could make an order for Internet repair. We did that, then we made an appt. for the next day, March ** (today), between **:** and *:**pm. Right after *:** I called because AGAIN, no one showed up, called, texted, or emailed. As soon as I got the overseas person, I asked to be transferred to the States. The person stateside looked into the situation and said that BOTH calls had been cancelled! Apparently, the "system" did it.**Now we have spent a tremendous amount of time (hours) on the phone and waiting (days) for technicians that never showed. If I change to another company, they honestly cannot treat me worse. Seriously. What's the worst they can do, not show up when scheduled? You've already done that THREE times in less than six months! Constantly make me reschedule and not communicate with me until I reach out to them? Yep, again, you've done that multiple times already. Charge me for service I am not receiving? Again, you've already been doing that for a very long time. Make me deal with inefficiency on the part of the company? Can't honestly be less so than yours has proven to be.**How can you fix this? I truly cannot imagine that anything you promise at this point will actually happen. I have heard so many times from coworkers, friends, acquaintances, various ways that AT&T service is terrible, and I have had to say that I agree because I have had decades of the service deteriorating. I really don't expect anyone to read this and contact me anyway, but I will at least be able to say that I did my part.*Waiting for a response,*Dave and Jennifer Moreno
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AT&T

Customer service issue
Reported by GetHuman2517023
Mar 14th, 2019 - 10d ago
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GetHuman2517023 started working on this issue
Mar 14th 10:29pm