I strongly encourage everyone to do as much business with AT&T as they possibly can.
Well after 4 days, I can safely say AT&T is the sorriest, most pathetic company I've ever tried to deal with!
So we placed the order on Saturday. A bundle with phone/internet/directv. Told the guy on the phone we had a 3/4 mile long driveway and he assured me that would be no problem. Service tech came on Monday for the internet and phone. Said he could not install and needed to call an engineer. Not surprising. Meanwhile, I set up an account for their internet site. Get logged in and see that is says my account order has been cancelled?? No one cancelled it! So I chat with one of their online technicians and they re-processed it. Ok. Sign in again later that night and still says my order has been cancelled, so can't do anything on their website. I'm now needing to reschedule my directv installation,who is coming tomorrow, as I do NOT want direct tv UNLESS I can get the internet too. So I call AT&T and stay on the phone, mostly on hold, for over an hour, before they decide they "can't help me" and transfer me to direct tv, where I am on the phone for another 30 minutes before they transfer me to another person, whom I wait on hold for for 20 minutes before the line then rings once and tells me that office is closed!
So, this morning, the engineers, who obviously don't know some mysterious ghost has cancelled my order, show up. They are cool, and tell me they will do what they can but it's unlikely they will be able to install the internet and phone due to the distance from the road to our house. Sucks, but understandable. So, they leave, and then I realize that the direct tv is still coming tomorrow, so I call back up AT&T. Explain the whole deal about the tech, and the engineers, and how they don't know if they'll be able to install it. He looks up my account and says my order has already been cancelled, by me??? Umm.. no. I told him I had not cancelled it, but someone said it was yesterday and so reprocessed it. They told me they had not reprocessed it, but that he would be happy to help me with that! Said he needed to put me on hold for 3-5 minutes. I timed it... it was 38 minutes. He gets back online and told me he'd reprocessed it, and a tech would be here to hook up my internet tomorrow! I told him AGAIN the tech already had been here, and the engineers, and they were not sure if they could hook it up. Explained the whole thing AGAIN about how I just needed to postpone the direct tv install until I found out. He transferred me, to a line that kept repeating "please wait" every 20 seconds for about 15 minutes until it finally said "We're sorry, your call can not be processed, please call back. Click."
By now I was livid. I called back again and asked to speak to a manager. The towel head that answered told me she could not refer me to a manager. We went back and forth a bit and I was getting madder and madder, finally I told her if she could not connect me to a manager, could she connect me to someone that spoke English. She replied that she DID speak English and I shot back "not well enough for me to understand." THEN she said she would connect me to a manager, but came back 5 minutes later and said no managers were available. She kept talking over me and when I again asked for a manager, she told me they would tell me the same thing she was, which really set me off as I knew she had NO IDEA what she was doing, so I told her "Look lady I don't know how they do it wherever you are from, but this is America, and here the customer is always right, and has the right to talk to a manager if they want!" I was hot! She said she would try her manager again, and again came back and started saying the same thing the other moron said about sending a new tech out tomorrow, and I said, ok, but is the direct tv cancelled and she said no only direct tv could do that... so I just hung up.
I recruited Drifter to deal with it on the computer chat, because by that point I was so mad my hands were shaking! He got a guy who said he would have a supervisor call me. Well, since I had been TRYING to talk to a supervisor all along, I said ok. Eventually, one did call, another hijab wearer, and she said she would connect me to someone else. I was thinking Oh here we go again! But wonder of wonders, the phone rang a couple of times, and a honest to goodness white woman answered and she knew what she was doing! In less than 5 minutes (with no time on hold) she had the direct tv rescheduled for a month down the road so I wouldn't need to call back every week until they got it figured out. She went on to say she was making this case her personal case and was going to call all the local people involved and everyone until she figured out what was going on for sure, and that she would personally call me back on Thursday to let me know what she found out. I mentioned about it saying my order had been cancelled, and she's like oh, yeah I already fixed that (in 30 seconds, while the other people all failed in 40 minutes!!).
So I guess, AT&T does have SOME competent people, but it's a matter of getting a hold of one! I told her I doubted there was any way I could get a direct number for her, and she said she didn't have a direct number, but when she called me back on Thursday, she would call from her managers phone so I could call that number back and ask for her, but that she wasn't allowed to give it out, lol.