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Lovemyboys2's profile

Tutor

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4 Messages

Sat, Jun 10, 2017 10:20 PM

How at&t will lose thousands in monthly revenue

I have had at&t wireless for ages. I have five personal lines and dozens business lines including tablets. 

 

I have had u-verse internet for three years. 

 

U-verse tv finally became available at my address so I signed up. Today was the installation day. Originally it was suppose to be installed from 9-11. Without notice the dispatch team changed it to 1-3. This was slightly upsetting but it didn't ruin my day. 

 

2:15 rolls around and a tech shows up to say he has no receivers but he'll be back. Not long after I receive an email saying they would have to reschedule. That's one day of work missed. 

 

I called back back and now I'm getting upset. I speak to Robin who said she would solve the issue. We would install the services on Monday. Soon there after I get a call saying no, Tuesday. Well I already rescheduled my appointments for Monday. 

 

Highly upset set now I called to cancel the entire order. I get told, again, that yes we will install it Monday plus I'm going to give you a better rate. Great!  We talk for forty minutes which was mostly silence and then the line disconnects. No call back. They call from an unknown number. 

 

I call back. Now there's no order at all. They transfer me over to the sales team. They see in the notes and will get me the same price but now they're saying the soonest they can get to me is 13 days. I tried the supervisor who only said the same thing. I ask to speak to another supervisor only to get placed on a thirty minute hold. I call back to cancel EVERYTHING at this point. 

 

I know now why the line got disconnected earlier, that department closed at 5pm. I can say whole heartedly that I will be very content canceling everything Monday morning. I have the day free now so I can make these arrangements. 

 

This is has been the worst display of customer service I've ever witnessed. I will do everything our connected world allows for my story to be heard. Not only will at&t lose out to my thousands a year but maybe, my very true story will deter another as well. 

 

 

ACE - Sage

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100.1K Messages

5年前

Yeah.  They tried to stick me with satellite when I have a densely treed lot.   I hope you posted in UVerse.   Send a message to the advanced support team by clicking here. @ATTU-verseCare

 

 

sandblaster

ACE - Expert

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59.7K Messages

5年前

I certainly understand you being upset over this fiasco but don't understand dropping your other ATT services over this. Just be advised switching cell phone carriers can be a very costly exercise. Just make sure it's worth it.

Tutor

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4 Messages

5年前

To be honest in North Carolina, reception is almost as poor as their customer service. I work hard for my income and to think it goes to pay for the service provided is unsettling. 

ACE - Sage

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100.1K Messages

5年前

I don't know what part of NC you are in, but the only area with poor reception is the mountains and the area north and east of Rocky Mount, where no carrier has service.

 

David606

Employee

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3.5K Messages

5年前

If your reception is poor then you're outside of the major metro areas/population centers in North Carolina.

 

Raleigh/Durham. Triad. Charlotte. Wilmington and Fayetteville. These areas have rather remarkable reception. Especially the Interstate 85 and 40 corridors. I grew up outside of Durham and as soon as I hit 77 south north of Winston-Salem I have superb coverage all the way to Durham. In an around the entire area as well. Only places with poorer coverage are further outside of the cities, sparsely population areas.

Tutor

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4 Messages

5年前

I'm in Western NC and business wise I run 13 different counties, mostly rural.  I came to terms with the poor reception long ago. 

 

I spoke to to eleven different associates today and most could truly care less and the ones that seemed to care were making false promises and/or were just macros. 

 

Im in the service industry. I would lose sleep if I treated one of my customers this way. 

David606

Employee

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3.5K Messages

5年前

You've answered you're own question basically by stating where you're not getting service. A cellular phone company can't build towers to service remote, rural areas that do not contain enough subscribers to justify the enormous cost of erecting towers.

 

If you're not in Asheville or Boone city limits, no service is a reality of service and coverage. It's not that people don't care. It's that there is absolutely zero that can be done to change the coverage in this area. It's simply never going to change. Unless these counties suddenly swell to 100,000+ residents like Buncombe County there probably will not be future considerations for deployment in the high elevations of Appalachia where it is costly and difficult to establish cellular network connections.

Tutor

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4 Messages

5年前

Friend, I've never raised concern over reception. I understand the struggles of reception. An associate has no control over that. 

 

Heres what they can control:

 

properly communicate when you're running behind.

ensure you have the proper equipment to get you through the day. 

Fulfill the promises you create.

when it's your goal to exceed your customers expectations, make an attempt.

stay connected even though it's time to go home. 

If you say you'll deliver, do it. 

I can go on and on.  With all of the wireless providers and home service providers,  you treat your customers is what sets you a part. 

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