05-02-2012 11:38:07 AM - last edited on 05-02-2012 12:23:58 PM by Phil-101
I would like to know if there is anywhere I can file a formal complaint against at&t? Other than the BBB?
Two nights ago my computer needed a restart for a MacAfee update. This was around 7pm. I did the restart and when everything came back up I was without internet access. I tried opening a browser to find an at&t netgear error page. I took the usual steps (which I feel is absolutely ridiculous) and powered off the modem and waited 30 secs then powered on and restarted the computer again. Nothing. The next morning I repeated when nothing came of it I decided it was time to make the dreaded phone call to at&t tech support
The first tech that got on the phone ran some tests and while I was waiting I got hung up on. O.K. I thought well they call back so I waited...when I got no call back I made the call again. This time going through the whole thing with the computer again and AGAIN with the tech, as I explained my previous call after explaining the problem I got no apology. (not that it was her fault the other guy hung up on me and did not call back) but it is nice to hear. Anyway, she began repeating things 2 to 3 times. I told her I had already gone through all of this several times could she move on to the next step. She continued asking me ridiculous questions that she knew the answer to for instance am I on the phone that the DSL is connected to and do I have a filter connected... Really? Really? Had there not been a filter she would not be able to hear me! I asked her why she was wasting my time asking these ridiculous questions and she said it was policy (I have never in the 35 times calling support been asked these questions) she then asked again!! Now I'm feeling very irritated and asked to speak to a manager.
The Manager gets on the phone and I again explained the situation along with the first call and this one leading to me requesting to speak to him. He looked up the first tech because it is not policy to not call back, then wen't through all the tests again and ran a few more then had me do a few things in the modem got the internet up, but then upon restart it did not connect again. He ran more tests had me do a few more things then told me he would have to send out dispatch to check the line because it was showing a problem with the line. O.K. my window... 8am to 8pm well since I do business online I absolutely needed my internet back up ASAP so I said yes I will stay home all day and wait for dispatch. Apparently I was set, they'd come out check the lines then I'd get a call asking if the internet is working. I waited all day.. No one showed up! At 9:30 I called to find out what was going on for more tests to be run and to be transferred, when this guy gets on the phone he asks me "what is wrong with your DSL" after telling him I did not know that is why I'm calling also to find out where dispatch was he wanted to run more tests.. the same tests that were run 15+ times that day I asked why dispatch never came to my home. He said they were never scheduled to come out. Now I am furious! I asked him if he could tell me why they weren't scheduled and he said because first they run tests on the line. I asked if I could possibly speak to George (the manager) and find out why he had me sit at home all day long for nothing. I sat on hold for over half an hour, I hung up and called back. I immediately asked for a manager. When the manager got on the line and I explained the ENTIRE situation from start to finish I believe I said id*ot once (I believe it was a true statement) he told me HE wasn't going to tolerate my language... seriously? But I tolerated this whole thing all day long! I then said "I'm sorry that I feel like I've dealt with i**** today, and if you wont tolerate that language that's fine I will take my matter up with the FCC and BBB in the morning, and see how they feel about this incompetence" It was that moment that Chris decided to actually do his job, get me answers, and try to find out what is going on with this at&t equipment I had just paid almost $200.00 for because I was told by a tech a few months ago it would fix my problem.
Conclusion, the incompetent techs before him put broadband connections up and did some stuff that made the whole system screwy when all that was needed to be done was a system restart and password. Also that George misinformed me for reasons unknown but he was going to see to it that his superiors know what I had to go through. Now it's not that I don't believe Chris to do this but i feel that this situation and the many I have had with at&t the past 2 years are unacceptable and I would like to file a complaint.
[Edited to comply with Guidelines]
05-02-2012 01:12:19 PM
Thank you for your post and welcome to the community. I'm sorry you've had such a terrible experience. I'd be happy to escalate a complaint for you. Can you please send me a private message with your account number, full name on the account and the best number to reach you at?
AT&T Community Specialist