Comments on: BLU-verse http://www.glimsmack.com/news/2007/09/25/blu-verse/ When you need a little smack of Glim Sat, 11 Jul 2009 02:50:15 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Mac http://www.glimsmack.com/news/2007/09/25/blu-verse/comment-page-1/#comment-1313 Mac Sat, 11 Jul 2009 02:50:15 +0000 http://www.glimsmack.com/news/2007/09/25/blu-verse/#comment-1313 My experience has been similar. All I want to do is add another receiver, as I added a TV to my home, to which they charge an extra $7/mo for. I called and scheduled an appointment for Thursday June 18th, and was told a tech would be here between 12 and 2... no tech showed up ... called Uverse customer support, to which I was told the techs were running an hour and half behind, yet no one paid us a courtesy call to tell us this. Couldn't sit around all afternoon waiting for the tech, (have to keep my job to pay for Uverse) so I cancelled that appointment and made another appointment for Saturday the 20th, which I was again told between 12 and 2... Sat around, waiting for the tech once again to which no one showed up or bothered to call. Called customer service, and was told nothing was ever scheduled... and there was no record of my previous call/complaint. As irritated as I was, I chose not to chew the customer service agent out. Received an email asking to rate my service call, to which I gave very poor marks and explained my aggravation, to which I surprisingly received a customer service call back from Edda on Tuesday 23rd from this poor rating, who was apologetic and helpful, wherein the appointment was once again re-scheduled for July 2nd - the earliest appointment - again, between 12 and 2. Once again... we waited around for the tech, and after 2 hours of no tech, called customer service to once again find out that NO SERVICE WAS EVER SCHEDULED! I almost fell out of my chair. Again, I bit my tongue and chose to not chew the customer service agent out. I cooled off for a day or so, and gave it one last chance. I called back in to customer service, and unfortunately did not get the gentlemans name, but he was able to pull up the history of this fiasco, and was again apologetic and understanding. I was placed on hold while I was told he was setting and verifying an install appointment, and he even stated he re-verified the appointment for 8-10am today, Friday July 10th, and being it was the first appointment of the day, there would be no delays. I asked him repeatedly to make sure it was set, as he could not give me any sort of response code, to which he assured me it was all set up, so I trusted him. Once again... waited around for 2 hours for the tech, and no tech showed up. Called customer service and was once again told NO SERVICE WAS EVER SCHEDULED! And then, to add insult to injury, the history/notes that the previous individual was able to see in my account is NO LONGER THERE. The last note on my account was from the tech on the 18th stating "waited 15 minutes. No one at residence" I don't know what system Uverse is using, but it isn't working. I am completely unhappy with customer service (or lack thereof) and their general lack of support or ability to schedule a simple receiver install. I would gladly do it myself, as I have been building computers for 12+ years, but these receivers aren't plug-n-play and need to be synced.(or so I am told) All I wanted to do was add a simple TV to my home, and here I am almost 30 days out, and they can't even get it done. It's really really disappointing. When you first sign up for Uverse, they are "johnny on the spot" with the service, but forget it after you have been with them for a while. I'm just another number now, apparently.... My experience has been similar. All I want to do is add another receiver, as I added a TV to my home, to which they charge an extra $7/mo for. I called and scheduled an appointment for Thursday June 18th, and was told a tech would be here between 12 and 2… no tech showed up … called Uverse customer support, to which I was told the techs were running an hour and half behind, yet no one paid us a courtesy call to tell us this. Couldn’t sit around all afternoon waiting for the tech, (have to keep my job to pay for Uverse) so I cancelled that appointment and made another appointment for Saturday the 20th, which I was again told between 12 and 2… Sat around, waiting for the tech once again to which no one showed up or bothered to call. Called customer service, and was told nothing was ever scheduled… and there was no record of my previous call/complaint. As irritated as I was, I chose not to chew the customer service agent out.

Received an email asking to rate my service call, to which I gave very poor marks and explained my aggravation, to which I surprisingly received a customer service call back from Edda on Tuesday 23rd from this poor rating, who was apologetic and helpful, wherein the appointment was once again re-scheduled for July 2nd – the earliest appointment – again, between 12 and 2. Once again… we waited around for the tech, and after 2 hours of no tech, called customer service to once again find out that NO SERVICE WAS EVER SCHEDULED! I almost fell out of my chair. Again, I bit my tongue and chose to not chew the customer service agent out.

I cooled off for a day or so, and gave it one last chance. I called back in to customer service, and unfortunately did not get the gentlemans name, but he was able to pull up the history of this fiasco, and was again apologetic and understanding. I was placed on hold while I was told he was setting and verifying an install appointment, and he even stated he re-verified the appointment for 8-10am today, Friday July 10th, and being it was the first appointment of the day, there would be no delays. I asked him repeatedly to make sure it was set, as he could not give me any sort of response code, to which he assured me it was all set up, so I trusted him.

Once again… waited around for 2 hours for the tech, and no tech showed up. Called customer service and was once again told NO SERVICE WAS EVER SCHEDULED! And then, to add insult to injury, the history/notes that the previous individual was able to see in my account is NO LONGER THERE. The last note on my account was from the tech on the 18th stating “waited 15 minutes. No one at residence”

I don’t know what system Uverse is using, but it isn’t working. I am completely unhappy with customer service (or lack thereof) and their general lack of support or ability to schedule a simple receiver install. I would gladly do it myself, as I have been building computers for 12+ years, but these receivers aren’t plug-n-play and need to be synced.(or so I am told)

All I wanted to do was add a simple TV to my home, and here I am almost 30 days out, and they can’t even get it done. It’s really really disappointing. When you first sign up for Uverse, they are “johnny on the spot” with the service, but forget it after you have been with them for a while. I’m just another number now, apparently….

]]> By: Josh http://www.glimsmack.com/news/2007/09/25/blu-verse/comment-page-1/#comment-40 Josh Fri, 26 Oct 2007 00:08:56 +0000 http://www.glimsmack.com/news/2007/09/25/blu-verse/#comment-40 Very nice post. It's nice to hear the AT&T problems explained by someone who knows how the technology works. Here's my story, as it is unfolding as we speak: I live in San Antonio. I've had AT&T U-verse tech(s) come out to my house 6 times in the past 3 weeks, spending a total of maybe 25 hours, simply trying to get my U-Verse service WORKING! This is not an old house with a complicated wiring system. In fact there's a centralized On-Q box to make things simple and clean... To his credit, the latest tech to frequent my house DENNIS JOHNSON (give him a raise), has been much more personable than the others, and even took care of a wasps nest that was growing under the edge of my roof. Oh, and he also wired my house to have LAN outlets on the walls! Other than that, he's been spending hours upon hours sitting around my house or in his van just waiting on hold for some other network guy to flip a switch or splice the wires, or whatever the hell they have to do to get my service working. I'm not angry about it, mostly because I don't mind having the guy around. I'm really just amazed. At least they work around MY schedule and come for service calls after 6:00 pm and on weekends. I can't stop wondering wtf is going on at AT&T... BTW, anyone considering service with AT&T should really watch this Frontline episode: http://www.pbs.org/wgbh/pages/frontline/homefront/view/ Thank GOD I decided not to disconnect my Time Warner internet before hooking U-Verse up. Now I can spend my time waiting for AT&T just cruising blogs and sharing my story... lol Right now, Dennis the tech is sitting outside my house in his van still on hold with tech support. He had to plug his phone in because the battery was dying...! Very nice post. It’s nice to hear the AT&T problems explained by someone who knows how the technology works.
Here’s my story, as it is unfolding as we speak:

I live in San Antonio. I’ve had AT&T U-verse tech(s) come out to my house 6 times in the past 3 weeks, spending a total of maybe 25 hours, simply trying to get my U-Verse service WORKING! This is not an old house with a complicated wiring system. In fact there’s a centralized On-Q box to make things simple and clean…

To his credit, the latest tech to frequent my house DENNIS JOHNSON (give him a raise), has been much more personable than the others, and even took care of a wasps nest that was growing under the edge of my roof. Oh, and he also wired my house to have LAN outlets on the walls! Other than that, he’s been spending hours upon hours sitting around my house or in his van just waiting on hold for some other network guy to flip a switch or splice the wires, or whatever the hell they have to do to get my service working. I’m not angry about it, mostly because I don’t mind having the guy around. I’m really just amazed. At least they work around MY schedule and come for service calls after 6:00 pm and on weekends.

I can’t stop wondering wtf is going on at AT&T…
BTW, anyone considering service with AT&T should really watch this Frontline episode:
http://www.pbs.org/wgbh/pages/frontline/homefront/view/

Thank GOD I decided not to disconnect my Time Warner internet before hooking U-Verse up. Now I can spend my time waiting for AT&T just cruising blogs and sharing my story… lol

Right now, Dennis the tech is sitting outside my house in his van still on hold with tech support. He had to plug his phone in because the battery was dying…!

]]> By: david http://www.glimsmack.com/news/2007/09/25/blu-verse/comment-page-1/#comment-39 david Tue, 23 Oct 2007 00:30:05 +0000 http://www.glimsmack.com/news/2007/09/25/blu-verse/#comment-39 Hey if you are needing help with your uverse contact me at the e-mail address on that page, or on the one I provided here. Thanks David Hey if you are needing help with your uverse contact me at the e-mail address on that page, or on the one I provided here.

Thanks
David

]]> By: AT&T U-Verse Universally Sucks! « Observations of a digitally enlightened mind http://www.glimsmack.com/news/2007/09/25/blu-verse/comment-page-1/#comment-38 AT&T U-Verse Universally Sucks! « Observations of a digitally enlightened mind Sun, 21 Oct 2007 21:08:02 +0000 http://www.glimsmack.com/news/2007/09/25/blu-verse/#comment-38 [...] same issues and many are deciding to avoid AT&T  or switch back to their old service provider (here), (here), (here), (here), and (here). I am sure there are many, many, many, many more…even [...] [...] same issues and many are deciding to avoid AT&T  or switch back to their old service provider (here), (here), (here), (here), and (here). I am sure there are many, many, many, many more…even [...]

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