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Forum Thread

horrible experience at&t u verse install

snitzle_iii 2,007 75 April 18, 2012 at 12:10 PM
dsl reports is down Frown
i probably should not be posting this here, but long story short Kevin at&t uid ks4526 came to my house and...
a bunch of things went wrong!
here are some of the highlights
poor English skills resulted in me asking what he was saying repeatedly to this he gave me one word answers with no explanation.
he was rude-didn't ask if he could move my furniture and didnt move ANY of my furniture back. I have bottles and personal items on the floor, doors to my dresser OPEN! and a bookshelf not in its previous place as well as other furniture! he left the place looking LIKE SHIT! to that, he didn't ask and or inform me of his movements. went into my kids room without asking/other parts of the house including the garage as well as my bedroom. i fell my personal space has been violated to the extent that i wanted to cancel the service/the appointment 100% unprofessional in all aspects. I would be embarrassed if he were to represent me.he would leave the door open and the times he did close the door he would slam it. to that he walked around the house heavily. i felt UNSAFE in my own home. When we did talk, he used aggressive tone and repeated the same answer without explanation. this is no way to be treated especially as a guest in my home.

called it in, used online chat and sent an email. idk if i can do anything more. im probably going to talk to retention and get the forced install taken off and see what other kick backs they can hit me as im stuck in a 1 year contract now that the install went through

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Joined Nov 2003
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#2
I have had pretty good experience with ATT Uverse stuff.

The guy who installed everything asked where I wanted the battery, and where to drill. He even gave me his work cell to contact him if the line that was run didnt get buried properly.

Recently I had intermittent outages with my service, and another guy came out. He did some stuff and exposed a bigger problem which left me without service for 2 days. He also left his number and told me to call him if there was no progress in the situation. I ended up calling him and the problem was resolved. It was an annoying experience, but the technicians were very professional and tried their best to help with the situation.
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Kyle: Yeah.
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Kyle: <salutes> Go America...
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Kyle: Yeah go Broncos.
Cartman: Yeah...
#3
Where was your install at, I'm thinking of getting uverse, but I hear such terrible things about the install.
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Joined Nov 2007
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#4
Isn't there a 30 day money back guarantee?

My UVerse install and technicians have been great the past 4 years. It all depends on the person. (Billing, on the other hand, is AWFUL.)
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#5
billing is pretty dumb. i called retention and explained to him my issue and he immediately noted that i did not have tv with them and wanted to sell me a tv package. WHY WOULD I WANT TV IF YOU GUYS SENT A GUY TO MY HOUSE AND was HORRIBLE?!?!??!?! this is not a selling opportunity right now... anyways retention told me to call back as they did award me 90dollars credit of a 149.99 job...
the service is working well...only issue is the modem/router they give you sucks its only b/g and for whatever reason i could not access 192.168.1.254 through ff/chrome...i had to log in through ie to get it to work...their online tech support is jalorable as they say "reset your router for 10seconds" i come back up stairs and the connection has been dropped...i wonder why...i use the link given to me if "connection fails" but it just throws you to the front of the line...

Quote from saiyan View Post :
Where was your install at, I'm thinking of getting uverse, but I hear such terrible things about the install.
east bay, norcal 1mil+homes
i forgot to mention that that while he was in my kids room i asked him what he was doing. he told me that the a line needed to be added. im thinking fair enough. i asked him if he had to do it on all the phone jacks, he said no...so why did he play around with three of my phone lines and only put a new face mount for the fiber/phone line on one of the outlets... i have used at&t since 2005 and this really really pissed me off! i feel the service provided today was an outlier, but still someone of this caliber should NOT be working for any company which is a poor reflection on the company as a whole
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Last edited by snitzle_iii April 18, 2012 at 01:22 PM
Joined Feb 2005
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#6
Quote from LordOfChaos View Post :
I have had pretty good experience with ATT Uverse stuff.

The guy who installed everything asked where I wanted the battery, and where to drill. He even gave me his work cell to contact him if the line that was run didnt get buried properly.

Recently I had intermittent outages with my service, and another guy came out. He did some stuff and exposed a bigger problem which left me without service for 2 days. He also left his number and told me to call him if there was no progress in the situation. I ended up calling him and the problem was resolved. It was an annoying experience, but the technicians were very professional and tried their best to help with the situation.
he gave me his cellphone number, but im not going to call that guy back. wrote it down so sloppily i cant tell what area code his number is...and i am not going to call someone who leaves my house not in the order it is. i fell bad when my wife asks me to hover around the cleaning lady/gardener, but it shit like this that unnerves me! i mean i have had issues with comcast before and its like choosing the better of two evils at this point...i was living in an apartment 2x years ago. had connection issues and called a guy out. he tells me the line has been spliced like 3 to 4 times before it hits the router...the bad part about the situation is that comcast was the only "large" company in the area and much of the other smaller business provided dsl. so from what i can tell is that past employees of comcast came here and shit all over the apartment and this "good guy greg" was an actual employee who gave a dam
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#7
Quote from akkkmed View Post :
Isn't there a 30 day money back guarantee?

My UVerse install and technicians have been great the past 4 years. It all depends on the person. (Billing, on the other hand, is AWFUL.)
"30 day money back guarantee: Offer ends 7/14/12. Must cancel all AT&T U-verse services within 30 days from service activation. Adjustment provided for initial installation charges and one month service charges, if paid. Customer is responsible for all additional charges including but not limited to On Demand, Pay Per View, international calls, other pay-per-use features and non-returned equipment charges."

if i swap back to 3/6mb dsl (36) i got to pay a self install fee then if i reactivate my phone i got to pay a "connection" fee 30. i will get charged 100 for the modem/router they give to you for free after 30 days with a pre paid debit and i guess the 90bone credit+a month 25dollars so i can cancel but it will cost me 281 Smilie- ive gotten self install (36) removed and (30) connection fee so more realistically 215.
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#8
Call Customer Service and ask to be escalated to the Presidential Escalations group. There used to be one there when I worked for Bellsouth.net so U-Verse should be no different unless they dissolved the group. There is basically a group that handles really embarrassing, high profile or highly sensitive situations at the presidential level. They may deny it, they may argue you down, but someone at that level accounts for their more influential customers. Threaten blogs, local newspaper, Twitter feeds, Facebook, wherever you can express freedom of speech and trust me that will get their attention IF you wish to take it that far.
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#9
Quote from snitzle_iii View Post :
..their online tech support is jalorable as they say "reset your router for 10seconds" i come back up stairs and the connection has been dropped.
What does jalorable mean?
I even Googled it, to no avail.
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#10
Quote from RockySosua View Post :
What does jalorable mean?
I even Googled it, to no avail.
it means that existing words cannot sufficiently describe such a failure
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#11
Quote from RockySosua View Post :
What does jalorable mean?
I even Googled it, to no avail.
just messing around. i use jalorable in place of jalarious for hilarious.
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#12
Quote from menace33 View Post :
Call Customer Service and ask to be escalated to the Presidential Escalations group. There used to be one there when I worked for Bellsouth.net so U-Verse should be no different unless they dissolved the group. There is basically a group that handles really embarrassing, high profile or highly sensitive situations at the presidential level. They may deny it, they may argue you down, but someone at that level accounts for their more influential customers. Threaten blogs, local newspaper, Twitter feeds, Facebook, wherever you can express freedom of speech and trust me that will get their attention IF you wish to take it that far.
+1 to reputation. ty for the info. yeah im going to let myself cool off. something similar happened to me several years back when taking an online course at a jc. the teacher was horrible and violated her 48hour period for returning emails (It was all online so all communication was through email). Long story short she was unfair and lacked teaching duties. I made partitions and got 2/3 of the students to check off skills lacked by the teacher. spoke to the dean and then to the dean of the college. didn't have to finish the grievance process as the teacher again violated her contract of allowing "us" the students get access to the web space. I made it known that I was going to contact local news organizations and get the student body involved...needless to say all students who were part of the grievance process received an A
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#13
Quote from snitzle_iii View Post :
+1 to reputation. ty for the info. yeah im going to let myself cool off. something similar happened to me several years back when taking an online course at a jc. the teacher was horrible and violated her 48hour period for returning emails (It was all online so all communication was through email). Long story short she was unfair and lacked teaching duties. I made partitions and got 2/3 of the students to check off skills lacked by the teacher. spoke to the dean and then to the dean of the college. didn't have to finish the grievance process as the teacher again violated her contract of allowing "us" the students get access to the web space. I made it known that I was going to contact local news organizations and get the student body involved...needless to say all students who were part of the grievance process received an A
It's worth noting that when you call AT&T to be sane, rational, and calm. They are much more likely to help a person who is not screaming at them at the top of their lungs. Have a clear and concise account of what happened and say you can go into further detail if they would like. You also might go to the local branch office, ask to speak to the branch manager and explain what happened again in a calm manner. This manager is is probably directly responsible for the tech and would have the most power over them.

Lastly what happens to you does suck but if you noticed red flags right away why did you not follow them around, and ask questions at that time, or send them away to have another technician come?
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Vague questions receive vague answers . . . . . .
#14
You did not prepare the working area.
Installation person had to work like furniture mover and you are expecting free cleaning services? Get life.
It’s not technical support issue.
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#15
Quote from dude2000 View Post :
You did not prepare the working area.
Installation person had to work like furniture mover and you are expecting free cleaning services? Get life.
It’s not technical support issue.
I thought it was just me, thinking something similar.
I wouldn't dream of leaving a technician/installer to move furniture or any other item, to get at his work, and I certainly wouldn't expect him to put the items back in place.
I would be with him the entire time, making sure he always had easy access, as well as keeping an eye on the stranger in my house.
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