Last Thursday my AT&T Uverse service suddenly failed; I dumped the TV service a while ago, but losing phone and Internet was quite unpleasant. AT&T put a new WiFi unit in the mail; it arrived the next day, which I appreciated. However, it didn't work properly either.
So I called AT&T and convinced them to send out a technician, who was to come the next day between 12 and 4. But that would 2 days without phone and Internet.
Our technician arrived early and went down to check wiring. He came back up to say something is funny, because HQ shows us as being lit up but nothing was reaching us; if it were faulty wiring or damaged wiring inside the walls, we would have to deal with the landlord.
In the end, it turned out that some other technician had mistakenly plugged our line into someone else's socket. How frustrating.
This afternoon, I called AT&T about my expiring promotional discount for their Uverse TV system. The expiring discount would nearly double the TV section of my AT&T bill. Considering how few of the 200 channels I actually watch, the price increase wasn't worth it; in fact, dropping to the lower Ufamily option would have resulted in a price increase for fewer channels; the bottom option of local TV only is $19.95, definitely not worth it. Thus I concluded that I would simply jettison the TV service, unless they AT&T would work with me.
The first person put me with someone in California who shifted me to Gloria in Cleveland, who was glorious! She answered all my questions and gave me a comparable deal. She was also very engaging, had a superb voice, and exemplified what personalized customer service is all about. I asked for her supervisor so I could leave a recommendation; Gloria said my offering to do so was enough, but I left a commending message all the same.
If ever I have some reason to call AT&T again, I will unhesitatingly ask for Gloria in Cleveland.