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| at&t sucks - January 19, 2010 |
I just googled "at&t sucks" and came up with over 800,000 results. You'd think
that someone higher up in that company would take note and try to alleviate the
problems that are being elucidated on by their customers.
Granted, probably 85% were complaints about their iPhone and cellular services.
Others were complaints about their Internet provisions and, like mine, about their
customer service and service in general.
The reason I googled "at&t sucks"
I'm having trouble with my phone service.
I live in an area where DSL is not available, and I'm not willing to pay upwards of
$70 per month for satellite Internet.
So I'm gritting my teeth and using at&t dial-up service.
As if the slow speeds aren't enough, yesterday I couldn't connect to the Internet
for over twelve hours.
I called at&t dial-up services for help, and when all was said and done it was
determined that the problem was (is) with my telephone line.
I duly called at&t repair service - automated, of course - and the line was
checked.
Yes. There's a problem on the line.
Would I like to have a technician dispatched tomorrow between the hours of 8am
and 8pm? Yes, I would.
An appointment was made and I patiently waited for the next day to arrive, along
with the repair man (or person, whatever).
I guess that it was around 6:30pm when I realized that the repair probably was
not going to take place today.
2.4 kbps
Late last night I was finally able to connect to the Internet.
Speeds ranged from 2.4 to 7.6 kbps. Oh how I longed for my previously slow (or
so I thought) 24 kbps.
My Yahoo! Messenger popped up at one point to inform me that I had 3 new
messages, one of which turned out to be from at&t confirming my appointment
and asking me to contact them if for some reason I wouldn't be here to greet the
service tech.
Remembering that the email had contact information within it, I logged into my
Yahoo! Mail account tonight about 6:55pm. By now my Internet speeds had
reached 9.6 kbps.
Well, let me tell you, Yahoo! Mail is not dial-up friendly. Especially at these
slower-than-Los Angeles freeway traffic speeds.
It was about 7:10pm when I was able to access the email from at&t.
In the email is a link to at&t repair that I could use to view the status of my repair
ticket.
I clicked on it. It began loading...and loading...and loading...it was making Yahoo!
Mail look like the fastest-loading page on the Internet.
Error: 404
Yep. That's right.
"This page has been moved or no longer exists."
What? I just received the email less than 24 hours ago! They moved or deleted
the page already?
I looked up at the browser bar to see the address: "http://www.att.com/repair .".
Uh huh. For some reason there was a space and a "." after repair.
I removed the space and the dot and clicked "go". It began loading...and
loading...
When the page finally loaded, it contained a question with a checklist of three
possible answers. I clicked on "telephone service" and then on "next".
This went on for another three pages until, at 7:43pm (I looked) I was on a page
that said "We were unable to keep our repair commitment for today".
No kidding. But after asking for all my contact information yesterday - and
requesting me to contact them if I couldn't keep the appointment - they couldn't
call or contact me to let me know?
S'matter at&t? Don't have a phone? Or a computer?
Thanks For Using eRepair
That was it. Nothing about my appointment being rescheduled. No apology for
not keeping their "commitment".
I have only been an at&t customer for a little over a month. In this short time I
have learned to despise this company.
On December 10, 2009 I called at&t to order telephone and Internet service. I
ordered both, along with a website domain and hosting for my new business.
I wanted business DSL and was told that it had to be looked up manually as to
whether or not it was available at my location (somehow "at&t" and "manually"
seemed unfit terms to be used in the same sentence). I would receive a call
within three days advising me of their finding.
On December 14, after not hearing from them, I was advised that everything was
in order and a technician would be at my place on December 18th between 8am
and noon to install the phone lines.
During this call I discovered that the last customer service rep I had spoken with
had misspelled my business name when ordering the domain. I corrected the
spelling for the rep I was now talking with and, luckily, the corrected domain was
available.
On December 16 I received the high-speed DSL modem and its accompaniments
by UPS delivery. The packaging receipt stated that my DSL service would
become active on December 18 at 8 pm.
December 18
Well, you know how it goes. The tech will be there between 8am and noon. If you
get there at 8:15 you find a note stating that the repair tech was there at 8 and
you weren't there so he left and you have to call and make another appointment.
If you get there before 8 he won't show up until noon.
I got here at 7:30am. At 11:58am I received a call from the tech telling me he was
on his way and will be here shortly.
He arrived at about 12:20pm and finished the installation at about 2:30 pm.
I now had telephone service but had to wait until 8pm for the DSL activation.
8pm came and went and I didn't get connected to the Internet.
I tried repeatedly throughout the night with the same result.
It being after 8pm on a Friday night, I knew that it would make no sense calling
at&t, so I gave in for the night and decided to wait until the morning and try again.
No DSL connection
December 19. Saturday morning. I tried and tried and nothing happened. I called
the tech support telephone number that was on the packaging slip.
India.
I was told that my activation date was December 20 at 8pm.
I read to him the notice that I received with the December 18 activation date and
he was at a loss to explain as to why mine said the 18th and his the 20th.
So I settled in and waited for December 20.
December 21, 2009
You guessed it. Still no connection available. I called at&t.
Eureka! An American!
After two hours of being transferred from department to department and
explaining the situation over and over it was determined that DSL is not available
at my location.
Huh!
At any rate, I'm transferred back to the order desk where I can find out what's
available and place a new order.
Disconnected.
Obviously, by now, my frustration is building.
I call back and explain the situation. I'm told that DSL is available - according to
the rep's computer info. I'm asked to hold while they check for more information.
Disconnected.
Now I'm furious! I have spent an untold number of hours on the phone with at&t
reps and techs since I initially called to place my order.
I call back again, get yet a different rep, and explain the situation again.
Yes, DSL is available. Can I please hold while they check for more information.
Not disconnected this time
After holding for a few minutes it was again determined that DSL is not available
at my location.
Again, back to the process of ordering. I wind up ordering dial-up. The
installation CD and accompanying information will be shipped and I will receive it
within two business days.
Christmas Eve 2009
Still no CD or info.
I call at&t. No need to look up the telephone number this time. The customer
service rep answers and I explain the situation again, only now the explanation is
getting longer and longer.
The response from the rep: No order on file!
Out the window went the seasonal good cheer. I exploded! I now want at&t to
send a tech back to un-install the phone lines and repair the holes and such that
they made to install the lines!
"Sir", the rep interrupted me, "You can yell at me and I can hang up, or I can help
you place your order".
She helped. She transferred me to the dial-up techs who helped me set up the
Internet connection manually.
Fast-forward to January 19, 2010
Now, here I sit at 2.4kbps.
that someone higher up in that company would take note and try to alleviate the
problems that are being elucidated on by their customers.
Granted, probably 85% were complaints about their iPhone and cellular services.
Others were complaints about their Internet provisions and, like mine, about their
customer service and service in general.
The reason I googled "at&t sucks"
I'm having trouble with my phone service.
I live in an area where DSL is not available, and I'm not willing to pay upwards of
$70 per month for satellite Internet.
So I'm gritting my teeth and using at&t dial-up service.
As if the slow speeds aren't enough, yesterday I couldn't connect to the Internet
for over twelve hours.
I called at&t dial-up services for help, and when all was said and done it was
determined that the problem was (is) with my telephone line.
I duly called at&t repair service - automated, of course - and the line was
checked.
Yes. There's a problem on the line.
Would I like to have a technician dispatched tomorrow between the hours of 8am
and 8pm? Yes, I would.
An appointment was made and I patiently waited for the next day to arrive, along
with the repair man (or person, whatever).
I guess that it was around 6:30pm when I realized that the repair probably was
not going to take place today.
2.4 kbps
Late last night I was finally able to connect to the Internet.
Speeds ranged from 2.4 to 7.6 kbps. Oh how I longed for my previously slow (or
so I thought) 24 kbps.
My Yahoo! Messenger popped up at one point to inform me that I had 3 new
messages, one of which turned out to be from at&t confirming my appointment
and asking me to contact them if for some reason I wouldn't be here to greet the
service tech.
Remembering that the email had contact information within it, I logged into my
Yahoo! Mail account tonight about 6:55pm. By now my Internet speeds had
reached 9.6 kbps.
Well, let me tell you, Yahoo! Mail is not dial-up friendly. Especially at these
slower-than-Los Angeles freeway traffic speeds.
It was about 7:10pm when I was able to access the email from at&t.
In the email is a link to at&t repair that I could use to view the status of my repair
ticket.
I clicked on it. It began loading...and loading...and loading...it was making Yahoo!
Mail look like the fastest-loading page on the Internet.
Error: 404
Yep. That's right.
"This page has been moved or no longer exists."
What? I just received the email less than 24 hours ago! They moved or deleted
the page already?
I looked up at the browser bar to see the address: "http://www.att.com/repair .".
Uh huh. For some reason there was a space and a "." after repair.
I removed the space and the dot and clicked "go". It began loading...and
loading...
When the page finally loaded, it contained a question with a checklist of three
possible answers. I clicked on "telephone service" and then on "next".
This went on for another three pages until, at 7:43pm (I looked) I was on a page
that said "We were unable to keep our repair commitment for today".
No kidding. But after asking for all my contact information yesterday - and
requesting me to contact them if I couldn't keep the appointment - they couldn't
call or contact me to let me know?
S'matter at&t? Don't have a phone? Or a computer?
Thanks For Using eRepair
That was it. Nothing about my appointment being rescheduled. No apology for
not keeping their "commitment".
I have only been an at&t customer for a little over a month. In this short time I
have learned to despise this company.
On December 10, 2009 I called at&t to order telephone and Internet service. I
ordered both, along with a website domain and hosting for my new business.
I wanted business DSL and was told that it had to be looked up manually as to
whether or not it was available at my location (somehow "at&t" and "manually"
seemed unfit terms to be used in the same sentence). I would receive a call
within three days advising me of their finding.
On December 14, after not hearing from them, I was advised that everything was
in order and a technician would be at my place on December 18th between 8am
and noon to install the phone lines.
During this call I discovered that the last customer service rep I had spoken with
had misspelled my business name when ordering the domain. I corrected the
spelling for the rep I was now talking with and, luckily, the corrected domain was
available.
On December 16 I received the high-speed DSL modem and its accompaniments
by UPS delivery. The packaging receipt stated that my DSL service would
become active on December 18 at 8 pm.
December 18
Well, you know how it goes. The tech will be there between 8am and noon. If you
get there at 8:15 you find a note stating that the repair tech was there at 8 and
you weren't there so he left and you have to call and make another appointment.
If you get there before 8 he won't show up until noon.
I got here at 7:30am. At 11:58am I received a call from the tech telling me he was
on his way and will be here shortly.
He arrived at about 12:20pm and finished the installation at about 2:30 pm.
I now had telephone service but had to wait until 8pm for the DSL activation.
8pm came and went and I didn't get connected to the Internet.
I tried repeatedly throughout the night with the same result.
It being after 8pm on a Friday night, I knew that it would make no sense calling
at&t, so I gave in for the night and decided to wait until the morning and try again.
No DSL connection
December 19. Saturday morning. I tried and tried and nothing happened. I called
the tech support telephone number that was on the packaging slip.
India.
I was told that my activation date was December 20 at 8pm.
I read to him the notice that I received with the December 18 activation date and
he was at a loss to explain as to why mine said the 18th and his the 20th.
So I settled in and waited for December 20.
December 21, 2009
You guessed it. Still no connection available. I called at&t.
Eureka! An American!
After two hours of being transferred from department to department and
explaining the situation over and over it was determined that DSL is not available
at my location.
Huh!
At any rate, I'm transferred back to the order desk where I can find out what's
available and place a new order.
Disconnected.
Obviously, by now, my frustration is building.
I call back and explain the situation. I'm told that DSL is available - according to
the rep's computer info. I'm asked to hold while they check for more information.
Disconnected.
Now I'm furious! I have spent an untold number of hours on the phone with at&t
reps and techs since I initially called to place my order.
I call back again, get yet a different rep, and explain the situation again.
Yes, DSL is available. Can I please hold while they check for more information.
Not disconnected this time
After holding for a few minutes it was again determined that DSL is not available
at my location.
Again, back to the process of ordering. I wind up ordering dial-up. The
installation CD and accompanying information will be shipped and I will receive it
within two business days.
Christmas Eve 2009
Still no CD or info.
I call at&t. No need to look up the telephone number this time. The customer
service rep answers and I explain the situation again, only now the explanation is
getting longer and longer.
The response from the rep: No order on file!
Out the window went the seasonal good cheer. I exploded! I now want at&t to
send a tech back to un-install the phone lines and repair the holes and such that
they made to install the lines!
"Sir", the rep interrupted me, "You can yell at me and I can hang up, or I can help
you place your order".
She helped. She transferred me to the dial-up techs who helped me set up the
Internet connection manually.
Fast-forward to January 19, 2010
Now, here I sit at 2.4kbps.
Re: Views
at&t sucks
January 19, 2010
at&t sucks
January 19, 2010