Lets see if I can give you a time line of my experience with ATT.
Thursday 2/3/11 -
Service goes out. Not sure why or how. We do not have access to internet or UVerse tv.
Friday 2/4/11 -
Was able to request service. I have been down this road many times so I explain to the overly friendly phone tech that I do not need to test my equipment. All the lights were on and the broadband light was red indicating that we do not have power coming from somewhere other than my house. We do the dance, fun routine that I love to play with service people from far away. They spend more time asking you questions to verify your account than they do helping solve the problem.
Friday they tell me that they can not come until Monday evening. I ask if I can watch the Superbowl at their house. Nervous laughter…
Monday 2/7/11 -
Trena waits for the tech guy who shows up and says that it appears a vehicle ran through the box out on the main road leading to our neighborhood. Tells us he will report the problem to the dispatch. Says it will be working by Tuesday morning.
Tuesday 2/8/11 -
No service. I call ATT between 3-4 pm to see what kind of trouble I can get into. Friendly lady on phone with bad accent tells me that my service is not working. I explain to her what the tech said and she doesn’t have that in her records. I ask for her to transfer me to a supervisor. The supervisor tells me he is sorry and that he will have a tech out tonight to help.
Later that night the tech shows up and asks why he is out there? The main switch/box is still smashed. He asks what the last tech said. He then tells Trena that he is going to the truck to call dispatch and he would return to inform us what was happening. Trena watches him drive away never to return.
Wednesday 2/9/11 -
No service. I call again and am told that my service is down and that we need to schedule a service call and the first available is Friday. I am now beginning to lose my patience. I demand to speak to a manager. Eventually Edwardo comes on the phone and proceeds to tell me that it appears that the first tech never reported the problem. AHHHH He says it will be fixed by the end of the day.
End of the day – no service. I call and talk to Miguel the service manager. I explain to him that he needs to call me back with the time. He apologizes. I tell him his apology doesn’t allow me to watch tv. I also tell him that I missed the Superbowl and then ask him, “who won?” I hang up and tell him to call me when we have a tech scheduled.
I talk to my buddy Marc Rios who works for ATT. He gives me some advice on how to complain. I follow his instructions.
TV comes on around 6:40 pm.
Phone calls start rolling in. Answered 3 different calls from managers and tech guys.