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*Rant Alert!

Last week, owing to several issues that I had been having with AT&T, I finally decided to bid adieu to their UVerse TV service. I had been with Time Warner for a long long time and I just loved their service. Then, AT&T came out with an enticing offer (rebates etc!); so I bit the bullet and ordered their UVerse service. I had heard really good reviews from my friends about their revolutionary new TV service which let you record four programmes at the same time among many other things (help us with laundry, dishes etc.). Even though I never had to record four shows at the same time, my biggest frustration came from their HD broadcast. It looked worse than SD. Time Warner’s HD was hands-down a thousand times better than ATT HD. HD was not the only thing that made me pull the plug on ATT though.

My second biggest gripe with ATT was their customer service. Even though they have hundreds of corporate stores across the country and a handful in Austin too, there is no help available whatsoever from any of their stores. The stores are only to signup new customers and from there on, you are pretty much on your own. It takes a good 20-30 mins to get through their 800 number and their ‘offices’ are open only during regular business hours. In other words, you cannot call their 800 number after 6 o clock? What is this, the 70s? When we signed up for the service at one of their stores, the sales guy had told us he would get us a rebate of $300. That was too good an offer to refuse, so we signed up. Three months went by and there was no sign of any rebate. After trying a zillion times to get through to their customer service, I finally received my rebates, for $150. And that, after almost about five months. Their excuse was they did not have my apt # in their database! I wonder how those bills would arrive month after month, promptly, at the right apt #? Hmm! Time Warner, on the other hand, has a local access number and worst case scenario, you can just go to their local office and get your grievance addressed.

Even after ending my relationship with Uverse, my problems did not stop. This happened when I had to return their equipment. They have an ‘arrangement’ with UPS where in you need to find a UPS store and drop in all the equipment there. I had no issues with that. It’s no different than go to a local ATT store right? In fact, the UPS guy was quite nice to us. However, what frustrated me was that ATT did NOT require me to return any cables or the remote control. The UPS guy outright refused to ship the cables and remote back to ATT. According to ATT, the cables and the remote control are ‘yours to keep’. I’m sure ATT is trying to reduce UPS costs but do they really think it costs them less to manufacture another remote than to just ship it back? So, essentially, every AT&T customer in America ends up with a few hundred feet of telephone cable and a remote control for a cable box for good! After this ‘incident’(for the lack of a better word), I do not think we will be doing any new business with AT&T. I have wireless service with them but I have to stick with it just because I love my iPhone too much. I’m just waiting for my contract to get over at this point.

The Time Warner service got installed last week and I’m really glad to see some good quality HD broadcast now. Not to mention, TW is charging me $80 a month against $110 that ATT used to charge us. Total savings for the next 6 months that I plan to keep TW, 6X$30 = $180.