funkapottomous
Well-Known Member
I am so absolutely LIVID with ATT U-Verse right now. I can't even explain how exasperated I am with them and their "customer service."
Last week we got our bill and it was nearly 40 dollars higher than normal. I called to figure out what was going on and was told that the promotion we received was up. "what promotion?" I asked. I was under the impression that when we signed up for our two year contract that we would be receiving this rate until the end of the contract. Long story short, there's no contract, there's no two year promotion, and on top of EVERYTHING, we're not even getting the original rate we had because our service got interrupted last year and when they reconnected AND TOLD ME I'D RECEIVE THE SAME RATE, THEY LIED. So not only had they jacked up our price, they flat out lied to me and essentially stole money from me by telling me I'd get the same rate and then charging me a few dollars more.
So I finally get a resolution from the woman I was speaking to. We'd have to downgrade our cable and get rid of the movie channels we had, but we'd keep every other channel and still have the HD and DVR and everything, and on top of that she would give me a free internet upgrade for a year, plus a fifteen dollar discount on the cable, so our bill would be much lower. Even once the fifteen dollar discount ran out, our bill would be roughly the same as it had been. I guess that's fine.
Yesterday, my girlfriend informs me that we no longer receive a channel that she watches all the time, ID. Hmm, imagine that, something they said wouldn't happen happened.
So I wake up this morning to work on my presentation and the cable/internet isn't working. No big deal, they're probably working on something. I walk to class and work on my presentation there and then after class I return home for a few minutes before having to go to work. I am at work all night and get home roughly at 9:50. Our internet and TV are not working so I call AT&T. Some guy in India answers and I explain what's going on. He tells me my account has been canceled and then puts me on hold and "transfers" me. I wait on hold with the phone on speakerphone for thirty minutes before hanging up and calling back. After another TWENTY minutes of trying to navigate through AT&T's RIDICULOUS STUPID automated system, I finally get a hold of someone. In America, even.
I explain my situation. The woman looks through my records and doesn't know why my account was ever canceled. The last thing on AT&T's records was my phone call on the 28th where I spent nearly an hour trying to figure out why my bill was so screwed up. The icing on the cake? The piece de resistance to my interactions with this wonderful company?
THERE IS NO ONE IN THE CALL CENTER THAT CAN DO ANYTHING ABOUT TURNING YOUR SERVICE BACK ON AFTER 7P.M. SO WHEN AT&T SCREWS UP YOUR ACCOUNT AND YOU'VE BEEN AT WORK ALL DAY AND YOU FINALLY GET A CHANCE TO CALL THEM, TOO DAMN BAD.
Now, I am at a point of not even being able to speak straight with the supervisor I am now on the phone with. She gives me a case number and the direct phone number to their sales and service team so I can call them first thing in the morning and get my service turned back on. I made her fully aware that this is not the way they should be doing things, and that there should at least be ONE person in the call center she's working in who can turn my service back on and reactivate my account after THEY HAVE ERRONEOUSLY DISCONNECTED MY SERVICE.
So, being a man of level head, and having the experience I have gained this semester in my Strategic Analysis and Policy class, I'd like to offer a short Strategic Analysis of AT&T and some suggestions.
Strategic Analysis:
It ****ing sucks.
Suggestions:
Eat a bag of dicks.
Last week we got our bill and it was nearly 40 dollars higher than normal. I called to figure out what was going on and was told that the promotion we received was up. "what promotion?" I asked. I was under the impression that when we signed up for our two year contract that we would be receiving this rate until the end of the contract. Long story short, there's no contract, there's no two year promotion, and on top of EVERYTHING, we're not even getting the original rate we had because our service got interrupted last year and when they reconnected AND TOLD ME I'D RECEIVE THE SAME RATE, THEY LIED. So not only had they jacked up our price, they flat out lied to me and essentially stole money from me by telling me I'd get the same rate and then charging me a few dollars more.
So I finally get a resolution from the woman I was speaking to. We'd have to downgrade our cable and get rid of the movie channels we had, but we'd keep every other channel and still have the HD and DVR and everything, and on top of that she would give me a free internet upgrade for a year, plus a fifteen dollar discount on the cable, so our bill would be much lower. Even once the fifteen dollar discount ran out, our bill would be roughly the same as it had been. I guess that's fine.
Yesterday, my girlfriend informs me that we no longer receive a channel that she watches all the time, ID. Hmm, imagine that, something they said wouldn't happen happened.
So I wake up this morning to work on my presentation and the cable/internet isn't working. No big deal, they're probably working on something. I walk to class and work on my presentation there and then after class I return home for a few minutes before having to go to work. I am at work all night and get home roughly at 9:50. Our internet and TV are not working so I call AT&T. Some guy in India answers and I explain what's going on. He tells me my account has been canceled and then puts me on hold and "transfers" me. I wait on hold with the phone on speakerphone for thirty minutes before hanging up and calling back. After another TWENTY minutes of trying to navigate through AT&T's RIDICULOUS STUPID automated system, I finally get a hold of someone. In America, even.
I explain my situation. The woman looks through my records and doesn't know why my account was ever canceled. The last thing on AT&T's records was my phone call on the 28th where I spent nearly an hour trying to figure out why my bill was so screwed up. The icing on the cake? The piece de resistance to my interactions with this wonderful company?
THERE IS NO ONE IN THE CALL CENTER THAT CAN DO ANYTHING ABOUT TURNING YOUR SERVICE BACK ON AFTER 7P.M. SO WHEN AT&T SCREWS UP YOUR ACCOUNT AND YOU'VE BEEN AT WORK ALL DAY AND YOU FINALLY GET A CHANCE TO CALL THEM, TOO DAMN BAD.
Now, I am at a point of not even being able to speak straight with the supervisor I am now on the phone with. She gives me a case number and the direct phone number to their sales and service team so I can call them first thing in the morning and get my service turned back on. I made her fully aware that this is not the way they should be doing things, and that there should at least be ONE person in the call center she's working in who can turn my service back on and reactivate my account after THEY HAVE ERRONEOUSLY DISCONNECTED MY SERVICE.
So, being a man of level head, and having the experience I have gained this semester in my Strategic Analysis and Policy class, I'd like to offer a short Strategic Analysis of AT&T and some suggestions.
Strategic Analysis:
It ****ing sucks.
Suggestions:
Eat a bag of dicks.