Update: September 23, 2009
Ms. Kim Bishop called me, and got right on top of this issue. The State of Michigan Area Manager, Mr. Terry Hewer, called me on September 22, 2009 stating I would get the repair service I required on September 23, 2009. I got that service today. Mr. Hewer stated that if the repair was successful, I would receive installation of AT&T U-Verse service on Friday, September 25, 2009. This is the professional service AT&T provides if we use respectful and tactful communication with them. I applaud AT&T for their prompt response to my needs. Nevertheless, I wish, as most consumers do, that AT&T professional service could go forward without the process I implemented.
September 22, 2009
AT&T Global Headquarters
Mr. Randall L. Stephenson
President & CEO
208 S. Akard Street
Dallas, Texas 75202
Mr. Stephenson:
Sir, I am Dr. Fred Nance Jr. I am submitting a complaint regarding my U-Verse account number 104105280, and order number 43144051. On September 16, 2009 I talked AT&T representative Merrill ordering U-Verse installation. Merrill scheduled my service for September 21, 2009 from 9:00 am to 11:00 am. I received order confirmation number C0045868866. This order was supposed to be installed and completed on Monday, September 21, 2009.
On or about September 18, 2009 I received a “Robo-call” stating that I would not receive this service, and that, I should call my AT&T representative. I called the number left by the “Robo-call” and was told that I would not receive the service because of defective AT&T wiring going to my home. My neighbor who lives 2 doors down from me, on the same side of the street, has AT&T U-Verse connections. Their service is operating perfectly.
I was told that the AT&T “Engineering” team would fix the problem, but I could not get a time or date to when this serving would take place. I was told that the AT&T “Engineering” team does not give dates and times to when they will respond to a service call. Sir, this is unacceptable for your customers, and appears to be a bad business practice.
I have a very busy business schedule, as many AT&T customers. I changed my business schedule to accommodate the agreed scheduling date for U-Verse service to my home. I understand things happen, and schedules change. What I find hard to understand is that an AT&T customer is subjected to a state of “limbo” waiting for a schedule for their service. An AT&T customer should have information, such as a date and time of service.
On September 21, 2009 I talked to Ms. Robin at approximately 9:30 am (CST). I requested to speak to a supervisor. She connected me with Terry of the Installation department. Terry informed me he would contact a field dispatch manager of the Engineering department, and they would contact me within the hour. I never received a call from a field dispatch manager of the Engineering department.
On September 21, 2009 at approximately 3:15 pm, I received another “Robo-call” stating I would not be receiving my service on September 21, 2009 requesting I call a AT&T representative. This call came “6 hours” after my scheduled appointment for U-Verse service. I immediately called AT&T and spoke to AT&T representative Amber. I explained the situation to Amber, requesting a supervisor. Amber connected me with Ms. Shasheen. I explained the situation to her, telling her I would write this letter this morning.
Ms. Shasheen stated that she would see if the order was actually sent to the Engineering department, and if it was sent, she would try to contact the Engineering team to see when they would be out. Ms. Shasheen stated she would call me this morning. Ms. Shasheen called me at 9:30 am on September 22, 2009 stating the MLAC department, which she says is AT&T’s Facilities Specialist department put repair order number 16609 in at 2:40 pm on September 16, 2009. Ms. Shasheen states that basically the problem is that the BB PCOM pair is not working at my address. Ms. Shasheen states this is a problem that can be fixed. Ms. Shasheen states presently there is no estimated time on this repair from AT&T’s Engineering department. Ms. Shasheen said she will call me on Thursday, September 24, 2009, with any updates to my U-Verse installation and service. Ms. Shasheen says it usually takes a couple of days to get to an order. During our conversation on September 21, 2009 Ms. Shasheen told me as other AT&T representatives have told me “normally the Engineering team does not let them know or let the customer know when they are going to fix a problem.” Ms. Shasheen reiterated this statement today when she called. This is absurd.
It seems that I will have to wait for AT&T’s “Engineering” team to decide when they are going to fix the connection problems, and then someone will call me with an appointment. AT&T’s Engineering department has had my repair order for 6 days. How long should a customer wait for U-Verse service? Can you explain your Engineering team policy to me? This process is ludicrous, and does not serve your customers. With the cost of AT&T services and the salaries paid to your employees, it appears the consumer does not get their money’s worth with your services. When will I get my service? What happens with the time I lost waiting for this service, and the business scheduling I suffered through the mishaps of your Engineering team?
Respectfully submitted,
Dr. Fred Nance Jr.
Ph.D. Human Services/Social Policy Analysis and Planning
cc:
http://clickforjusticeandequality.blogspot.com/
Charlie Ergen
Ms. Kim Bishop, Regional Area Director
November 13, 2008
AT&T Global Headquarters
Mr. Randall L. Stephenson
President & CEO
208 S. Akard Street
Dallas, Texas 75202
Mr. Stephenson:
My name is Fred Nance Jr. I am a future customer of AT&T. On November 2, 2008 I called entering into an agreement with AT&T for telephone, Internet and cable television service with Dish Network, which is a bundle package.
On November 2, 2008 at approximately 10:05 am (CST) I spoke to AT&T representative Ms. Jessica about this service. Jessica discussed with me my options and I chose the bundle package America’s Top 200 from Dish Network, and AT&T’s telephone and cable. Jessica priced my bundle package at $139.00 plus applicable taxes for my area. Jessica informed me that if I had any problems I could call 800-211-9310. Jessica gave me confirmation code number 883. Jessica informed me that I would have to give this code number to identify myself with the order placed. Jessica transferred me to 3rd party verifiers to facilitate the transfer of my present phone numbers with Comcast. Ms. Janae of Human Touch Verification informed me the phone numbers I was transferring were wrong. Ms. Janae told me I would have to start the process over with AT&T. I informed Jessica from the beginning how important my home phone numbers were because I have had them for so many years and that I did not want to lose them.
On November 2, 2008 at approximately 11:14 am (CST) I spoke to AT&T representative Lynn. Lynn reviewed my case. Not only was my phone numbers wrong but my name was spelled wrong. Lynn informed me she was correcting the problems. Lynn transferred me back to 3rd party verifiers. I completed this process. AT&T scheduled me for installation on November 13, 2008 between the hours of 8:00 am to 12:00 pm.
On November 5, 2008 I received a call from AT&T representative Annette confirming the order is being processed to bring the phone numbers over from Comcast to AT&T. Annette and I confirmed my phone numbers for transfer. On November 7, 2008 I received a call stating the technician would be out to install service on November 13, 2008.
On November 11, 2008 technician Tom from Dish Network arrived to install their service. Tom spent close to 6 hours in my home. Tom could not complete his work because what he was installing in my home was not what I ordered. Tom informed me that the service I was talking about a “dual model” receiver would cost me an additional $50.00. I informed Tom that when I made this order no one from AT&T told me it would cost me an additional $50.00. I informed Tom I needed to call AT&T about this order. I began to talk to Tom about calling the “Winback” representatives of AT&T. I called AT&T.
I called and talked to AT&T representative Glory, ID # 8RG. I informed Glory that the representative from Dish Network had my order wrong and it needed to be corrected. I gave Glory my name and phone numbers. Glory informed me she did not have my name and phone number on file. I gave Glory my AT&T ID code # 883. Glory informed me that the name on the order spelled “Nace” and that the phone number on the account was 709-339-6736. I informed Glory I was told by AT&T representative Lynn that this mistake was corrected. Glory informed me she would make the corrections.
I was on my speaker phone and as I was on hold waiting for Glory to finish her corrections, I continued to talk to Dish Network representative Tom about the “Winback” program. Glory spoke in a loud voice reprimanding Tom requesting Tom give her his supervisor’s name and his ID. Glory was reprimanding Tom because I was talking to Tom about the “Winback” program. At no time was Tom talking about this program. I brought up the subject of “Winback” and Tom was just listening. I told Glory I needed to talk to her supervisor.
Glory transferred me to her supervisor, Kenny ID # 8IY. I informed Kenny that Glory was abrasive, disrespectful and unprofessional toward Dish Network representative Tom and myself. I informed Kenny that Glory’s communication style with me was abrasive and disrespectful as she had a running conversation with me not allowing me to speak or comment to her accusations and allegations of the conversation between me and the Dish Network representative. I informed Kenny that Glory was not listening to me, the customer, and that she was continuously over-talking me.
I informed Kenny that I asked Glory to slow down, but she continued talking disregarding anything I had to say. I informed Kenny that Glory did not want me to have information I was privy to as a customer, talking to the Dish Network representative and myself as if we were children, such as slowing spelling her name when I asked how to spell it. Finally, I asked Kenny for the name and address of the President & CEO of AT&T. Kenny provided me with the name, Charlie Ergen, 9601 So. Meridian Blvd., Englewood California 80112. In addition, I asked to speak to his supervisor because this request had not been finished by Glory.
Kenny transferred me to Paula ID # XG7. Paula introduced herself as an account specialist. I informed Paula of my dilemma. At approximately 11:25 am (CST) I was transferred to Kim who informed me she could not see my order for Dish Network. I gave Kim Dish Network order #8272150141973583. Kim informed me that order number was for phone number 709-339-6736 and for Fred Nace. Kim engaged another representative who handles Dish Network accounts. Her name was Trish ID # NM5.
Kim and Trish facilitated the necessary changes needed for Tom to complete the order. Tom had put a 722 converter box in but had to take it out when I said I was not going to pay an extra $50.00. Tom then put in a 612 and 301. After Kim and Trish concurred on the issues, Tom took the 612 and 301 out and put the 722 back in.
While all of this was going on, I informed Kim and Trish as I had informed Tom that my wife and I had a 12:45 pm appointment at our daughter’s school and that my wife had a doctor’s appointment at 2:00 pm. In order for Tom to complete the Dish Network order, my wife and I decided I would go to my daughter’s school, and that I would meet my wife at her doctor’s office at 2:00 pm. This means my wife and I had to drive to cars to the city of Chicago when we were going to drive one car to these appointments.
On November 12, 2008 I called AT&T dispatch at 800-649-9598 talking to Patricia regarding installation on November 13, 2008. I informed Patricia I was calling to confirm my appointment for November 13, 2008, requesting an early appointment so that I would not miss my afternoon appointments as I did on November 11, 2008. I explained the above to Patricia. Patricia informed me she could not guarantee my appointment. I requested to speak to a supervisor. I was transferred to Kim. Kim informed me she was placing me on the schedule to be one of the first customers to be serviced. Kim also informed me that my order was stopped in the Engineering department. Kim informed me AT&T’s engineering department was going to send someone out to my area to clear the issues today. On November 12, 2008 I received a call from phone number 800-211-9310 at approximately 5:23 pm (CST). I could not answer the phone at the time. No one left a message. I returned the call talking to an AT&T representative who informed there was nothing wrong with my order that he could see, and that he did not know who called me.
On November 13, 2008 at approximately 8:05 am (CST) I called Dish Network. I talked to Tanisha. I informed Tanisha that Tom did not clean up behind himself from November 11, 2008, inside and outside of my home. I also informed Tanisha that I was missing “u” shaped cords from the Comcast boxes, which I know Comcast is not going to let me turn in their boxes without these cords. They are cords that come with the Comcast box and facilitate their signal. Tanisha assured me she would have Tom’s supervisor get in touch with me.
On November 13, 2008 at approximately 8:25 am (CST) I called AT&T talking to Deborah ID # 2WH. Deborah informed me that I would not be getting any service today because the engineering department had not completed their work. Deborah also informed me that the work had an estimated completion date of November 19, 2008. I informed Deborah that no one called me telling me I would not receive service today. I informed Deborah that I would have sat in the house waiting for someone that was not going to show up. I asked to speak to a supervisor.
I was transferred to supervisor Nixon, ID # AN2452. I gave Ms. Nixon an account of the above. I asked for the President and CEO’s name and address. Ms. Nixon informed me of the protocol and transferred me to the Regional Area Director, Ms. Kim Bishop. Ms. Bishop facilitated the work for today to be connected to the outside of the home, even though she suggested they may need to come in the house. I informed her I would not be available now because of the time. It is 10:42 am (CST). Ms. Bishop and I agreed that the work would be done in the AM on November 14, 2008. Ms. Bishop offered my family some restorative solutions for our distress and anguish. I accepted.
I received a call from an AT&T representative who stated he was coming out to my house to see if he can facilitate the service at this time. The representative states that if it cannot be facilitated at this time someone will finish it on Friday, November 14, 2008. The AT&T representative arrived at approximately 11:00 am (CST). He assessed that an AT&T representative will have to come inside the house to facilitate the service on Friday, November 14, 2008. The AT&T representative left at approximately 11:20 am (CST).
The arrogance, disrespectful, neglectful, and abrasive unprofessional character and behaviors of some AT&T representatives here demands training. I am not an advocate of throwing the baby out with the bathwater. The coordination of services in needed in every area of a business. With an agency such as AT&T, I believe the coordination of services can be accomplished if everyone puts the proper notes in the case and follow up is appropriate. It appears that when my name was changed in one area, it did not change in another. Even though, the areas of service involved one unit, telephone service. Please review and comment.
Respectfully submitted,
Fred Nance Jr., ABD, MA, CADC, NCRS
cc:
Charlie Ergen
Ms. Kim Bishop, Regional Area Director
http://clickforjusticeandequality2.blogspot.com/
http://click.townhall.com/
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