Ordering

(Part 2)

Ordering ATT U-verse:

(3 out 5 stars) The reps need to be a little more knowledgably about the product and what architect is used in different areas (FTTN or FTTP), this might not be their fault but someone has to take the heat. Also, again the site needs a way to order online, I decided to ding both sections for this. I might upgrade the score a little if they enable online ordering.

My ordering experience was overall good, however I would have liked to process my order on the web but the function is not currently available or at least at the time I ordered. Generally, you get a better deal when you order online because it’s less cost for the company to maintain the site verses paying employees in the call centers. This left me with a little feeling that maybe there will be a better deal down the road and I should wait. This is another ding on the web page but I wanted to save mentioning this for the ordering section of the review because I felt that is where it belonged. Obviously, not being able to order online didn’t stop me, so I guess I need to tell you about my experience with the agents.

I called up the first time and spoke with a very nice gentlemen. I can’t recall his name but he was extremely friendly but hey, what sales rep isn’t? However, there was a difference because I he didn’t pressure me to buy, so I didn’t feel rushed to make a decision. This is a good thing because there is nothing more I hate than a pushy sales or retention rep.

My first call into the center was to ask some questions, I needed to get the scoop before I went to the wife for clearance (wink, a lot of you fellas know what I mean). I was curious about the U300 package with high-speed internet, the PRO option which is 3MB/1MBs. The agent answered all my questions and seemed knowledgeable and then the test. However, this wasn’t a big deal but I did get wrong information but it was sort of minor to me. I’m a big NFL fan and one of my favorite channels in the NFL Network. I had already seen online that the U300 channel lineup came with the NFL Network and was pleased to see it in my package but I felt I needed some confirmation. I asked the rep and he looked it up and said he was sorry to say that the U300 didn’t have the NFL Network. I told him it wasn’t a big deal; I’m just gathering information right now anyway. I’m curious now if his intent was to try an up sell me on the U400, so I could get NFL Network, but the agent never pitched it and I never felt any pressure about not ordering on the right on the spot. So, my conclusion is that he likely made a human error because I just didn’t get the feel he was the kind of guy that would stir me wrong intentionally.

Okay, know the second call I made into the center was to get the service, my clearance had been approved (wink). I was connected with an extremely nice women this time. I have to say with both agents and everyone I have talked to that has anything to do with Uverse have been extremely courteous and professional. When I called in I knew exactly what I wanted, the U300 with the PRO data plan, which included a free 4 port wireless router, which I already have but hey it’s free. So, I’m placing the order and everything is going smoothly but I can’t help myself to ask a few questions, that is just my nature. First, I asked again about the NFL Network being included in U300 and was pleased to see this agent did confirm it was available in my package. I told her about the incident with the other agent telling me it was not in the package. I liked that she didn’t give me an excuse, but just simply apologized and sounded sincere about it, this was good enough for me. Then I decided to ask a technical question, a very important one actually. I asked if the service that was going to be installed was FTTN (Fiber to the Node) or FTTP (Fiber to the Premise - like Verizon). They agent immediately answered the service would be FTTP. I was kind of surprised because I read in many articles that it was FTTN and was okay with that, not the happiest but I figured it had to work or they wouldn’t be launching it, right? So, I was like cool I’m going to actually get FTTP. I thought well maybe it’s different in different areas. I will touch on this more later, as you can tell I did not get FTTP.

The rest of the order went fine, everything checked out on my end and the order was placed. The agent was able to set up an installation date with me that was very convenient to my schedule. I choose a Friday morning between 8am and 10am because I’m generally off on Fridays and Saturdays. So the appointment was made and the order was in.

Overall, I have to say I had a good experience ordering the service. My only complaints are that I would have liked to place the order on the Web and that the agents maybe need to be a little more knowledgeable. I know the service is new, and you really can’t expect a sales rep to be a technical guru or they would be a technician and not a sales rep. So, I was able to live with the few things that went a little corky. I think what helped is the way I was treated. The customer service was excellent and especial in the manner they talked to you in. They made you feel like a neighbor and not just another guy calling in interrupting their day. This is important because customer service is BIG time in my book.

UPDATE - It now appears that you can order U-verse online or even have seen them going door to door to try and sign up customer. Seems, like the launch for Texas is well underway and I’m even starting to hear radio commercials now. I haven’t yet seen a TV ad, but I bet its coming just in the the way Verizon FIOS did.

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