Update by user Sep 25
We dropped AT&T Wireless and went with a competitor.
Update by user Aug 28
No contact from AT&T yet.
Original review posted by user Aug 26
On 8/22 our UVerse DVR stopped working. All recordings are gone, and we're now also missing several channels on our other TVs.
We spent an hour with their customer "service" who finally decided that our DVR has stopped working!! They said a new one would be shipped on the 23rd and we'd receive it on the 24th. No DVR delivered on the 24th. We called again - I was on the phone and my wife tried the online chat.
I was told that there was an "error in the order" and that we wouldn't receive the new DVR on the day promised. Then we were told it would be 2-3 business days before we'd get one. At NO time did AT&T attempt to contact US to say there was a problem.
We had to waste another hour on the phone to find this out AND that we'd be looking at 2-3 MORE business days of a delay.
We asked about having a tech stop by and just drop one off - they said the earliest they could do that would be in 8 DAYS! The whole time we dealt with them, we were made to feel as if this whole thing was OUR fault and not theirs.
What it all comes down to is that they have so many customers, one upset customer just doesn't matter.
Product or Service Mentioned: Att Customer Care.
Reason of review: Poor customer service.
Preferred solution: Deliver product or service ordered.
ATT Cons: Terrible communication, Terrible customer service.