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Question DetailsAsked on 7/3/2012

What kind of perks may I ask for from AT&T? I waited many times for appt. which were canceled or could not do work waiting on buried line..

Ordered U-Verse 06/05/2012 was to be put in 06/07. At that time told needed new buried line & would be done "within a week". Made appt. for modem install 06/16. On 06/15, confirmed appt.for next day since line not laid yet. Installer called but did not come since line not done. "Chatted", spoke to "Customer service" and Tier 2 Team several times to find out the Bury Line people would come on 06/28. He came on 06/27 but machine leaked oil & had to return next day. Got his job done but could not speak or enter the job he had ended into his automated system. Prim came next day and tied both ends in. All I needed was modem but their automated system kept telling them the job was open and could not send anyone with modem. Tier 2 Tech told me someone would come 06/30pm, no show. New Tier 2 Tech gave me 2#'s to call bury line team & get resolved on 07/02. #s got Midwest, trans. to Philippines, then to another Tech 2, who gave me appt. 07/03am, no show. Tier 2 now gave me appt. pm. IRATE!!

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2 Answers

-1
Votes

With this nightmare would ask for first 3 months of service for free or 1/2 off for a year. Most states have government agency that regulates cable, phone etc if they dont make you happy, Drop A Dime on them, ie file a complaint. Why not? First let them buy your silence and dont be afraid to go up the food chain if rep does not make you satisfied.

Jim Casper

Source: http://www.heartlandmastershield.com

Answered 7 years ago by jccasper

0
Votes

Hello JP.


First and foremost I want to apologize for the level of service you received. I am an AT&T U-Verse Lead Tech and Chronic/Frequent Dispatch Resoultion Team member. I am hoping you have been taken care of, but in the off chance you have not, please call back in and ask to speak to a retention agent. They have more resources than Tier2 does.


May I ask what area you live in? What U-Verse service did you order? Internet? Voip? TV?


In the greater Chicago/Lake County IN area the Premises Technician is responsible for the placement of new wire to your home and then a buried ticket is issued to have the line interred within 2 weeks (weather permitting). If you have not gotten resoultion please call in again.

Answered 6 years ago by Nightbreed




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