I am finally at the point where I can begin to put the nightmare of switching to AT&T’s new U-verse system behind me.
Four weeks ago an AT&T technician came to my house to install U-verse. Things did not got well and the tech advised me not to go with U-verse because I would be lucky to get a single HD stream – he then promptly forgot to cancel our phone and DSL disconnection notices …
After three weeks of calling AT&T I was told that our original disconnection notice (to move from DSL to U-verse) was stuck in the system and that was why we could not get reconnected. No-one at AT&T seemed to know how to fix it though.
Worse was sadly yet to come … I Then found out that because I had been moved to U-verse in the AT&T system I couldn’t go back to AT&T’s DSL service! That would require an over-ride would which would take an additional 7-10 business days, followed by another 2-3 business days to get connected again! That means that AT&T would not be able to resolve the issue in less than five and a half weeks!
As if that were not enough the AT&T CO nearest to my house had now run out of ports – yet another obstacle to getting my DSL back – capacity planning fail!
During over three weeks of calls no-one at AT&T took any kind of ownership of my problem. Only one AT&T representative ever called me back. I was completely fed up with the incompetence, ineptitude, endless transfers and apologies. I could only conclude that AT&T did not care about its customers and this letter from AT&T confirms it (as I was still without internet when I received it):
March 24th, 2010
Thank you for your patience and understanding while we worked to resolve your recent concern.
At AT&T California, our goal is to consistently deliver exceptional service to every customer. We regret that we did not meet our commitment to you.
Now that we have addressed your concern, I hope that we have also been successful in restoring your confidence in us […]
So I gave up any hope I had of getting AT&T to expedite anything or keep any of their promises for when I might eventually get connected to the internet again. I called Comcast and was online less than 24 hours later!
“It’s a great day at AT&T, how can I make it a great day for you too?”
I called AT&T to cancel my phone service with them today – this was the only service I had left with them (other than cell phones).
The AT&T rep tried desperately to try and make me stay with AT&T and said that she loves her U-verse and the picture is great, and even though she does not have a HD TV she is sure that the picture would have looked great on my HD TV!
On what planet would I pay for four HD streams only to be happy with none?
Only on planet AT&T!