Friday, April 15, 2011
ATT SUCKS BIG TIME
major rant follows...
When we last spoke, ATT was going to send the phone tech to transfer our office phone from one floor to another, between 8-12 today, and they were going to send a different tech to transfer the internet service between 9-11 today.
At 11, I called to ask about the internet guys. After half an hour on hold, I was told that the order had been canceled, but they couldn't tell me who canceled it or why. They wanted to reschedule it for Tuesday and I said no -- it had to be Monday because no one was in the office on Tuesdays, and the matter was "escalated" to a manager who would call me back. Of course this never happened and as far as I can tell we're still scheduled for Tuesday.
At the same time, I asked about the status of the phone guys, and after further time on hold, I was told we were "next" on the schedule.
At 2 I called again. The rep refused to talk to me at all because I didn't have the 3-digit code from my phone bill, and I couldn't tell her the exact amount of my last bill. Even though all I wanted to know was the update on the tech visit! (of course they had turned off our existing phone and internet service first thing this morning, and all the papers were in boxes). I asked for a supervisor, and she said she would "escalate" it and someone would call me back. Of course this never happened.
When I got off the phone I accessed my bill-pay on the Blackberry and got the 3-digit code and the amount of my last bill and called back and spent another hour on hold getting to the wrong department, who transferred me to someone in Ohio, who transferred me to someone in California, who assure me we were "next" on the schedule and that she would talk to the dispatcher again to get a better idea of timing and call me back. Of course this never happened.
Then starting at about 4 I called again and spent an hour and a half, mostly on hold, being transferred around (because the number you're supposed to call for business service does not ever get you to the right department no matter what you yell into their automated system) and reached a very sympathetic woman who said a) they had no idea what happened to the tech and they were worried that he had gotten into an accident and b) finally got the dispatcher to promise that I would have the very first appointment on Monday and that they would waive all installation charges that might otherwise apply.
What no one was able to tell me was:
- why the business phone line didn't ever get you to the business phone people
- why no one bothered to contact me about the cancellation and delays
- why no one ever called back when they said they would
The highlight of the day was the end of the first call, where after telling me that they had fucked up my internet service, could they sell me on buying cellphone service from them instead of wherever I currently had it? Then the 2 pm call rep started to ask the same question... she got an earful!
I was very good. I managed not to cry. And I didn't swear at them, which was REALLY hard to do. Altogether, I logged at least 3 hours on my cellphone with them.
But after all this, I know that it's not over. The tech is going to show up late on Monday, and he'll decide there's some problem he can't deal with. It turns out that one of my colleagues will be there on Tuesday and she will have the pleasure of dealing with the internet guy (it turns out that they couldn't install the U-Verse service if the phone line wasn't already in, so it's just as well that got screwed up -- but why didn't they know that when they set up the appointments the first time?)
And if anyone asks, will you tell them that I gave excellent service? As if...
*photo from http://media.photobucket.com/image/onions/JennMann1/onions.jpg?o=33