Tuesday, July 27, 2010

AT&T redeems itself some

We have had a lot of problems with our phone and/or internet service through AT&T lately. Our phone was dead last week from at least Monday when I noticed it until Friday evening. A week or so before our internet kept going out.

Calling and dealing with technical support has been an exercise in frustration. The biggest problem was that some of the techs sounded like they weren't sure what the error messages I was getting meant (they may have, but their voices didn't reflect that). And they all managed to implicitly or explicitly indicate that problem was on my end, with my equipment - and every time it was a problem on their end!

I did talk to someone in customer service mid-week last week who was very helpful. She was able to explain things well, gave us a credit for our internet outage (the phone outage apparently is supposed to have an automatic credit on our next bill) and most importantly sounded like she knew what she was talking about.

So I googled for an email address for someone to write and complain to. The person whose email I found was not the correct person, but she actually forwarded my message on. I received an email message in return asking for contact information and our location so the right regional executive office could contact me.

Friday evening I received a call from the Texas Executive Office while the technician was actually here. And I actually just got another call (Tuesday) from the Executive Office (the number was Indy) to make sure our phone was working and we weren't having additional problems.

All in all, while it was very frustrating dealing with repair/tech support, I appreciate that when I complained  it was taken seriously and someone called me.

Oh, and one of the things the customer service rep mentioned is that one reason they are really pushing U-verse in our area is that it is a lot more reliable. She suggested that as a way to reduce some of the problems since it runs on new fiber optic cables. It would cost a little more per month, but we are seriously thinking about it. We had tried a year and a half ago but the signal didn't reach us. They have done a lot of upgrading since then and we should be able to get it.

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