ConnecTech - Terrible Customer Service and Incompeten
06-08-2012 09:28:39 AM
I recently contacted ConnecTech regarding slow internet service. I was charged $49 for their so-called service despite the fact that I was told there would not be a charge if they could not provide any help. After spending over 4.5 hours (does not include the time spent talking with other AT&T reps before being sent to ConnecTech) on the phone with multiple techs asking the same questions, I was told that the problem was with my new computer and that they were going to troubleshoot my computer remotely and call me back. I never received a call back them. After reading all of the complaints on this board and others, I'm not surprised by this now. I called AT&T the next day to find out what was going on. Unbelievably, the AT&T rep ran a test on my connection and was able to determine that the issue was with my connection to my house!!!! This could have have been determined the previous day if handled properly and over 4.5 hours of my time would not have been wasted. After reviewing my most recent bill, I was charged the $49 fee for "expert assist" even though they could not help me. I called AT&T to see about getting my bill corrected. Of course, the AT&T rep passed the buck to ConnecTech which was fine with me initially. I was transferred to ConnecTech and eventually spoke with someone who I can barely hear or understand. She gave me some lengthy, inaudible response that I asked her to repeat several times but could never understand. Essentially, she told me that she understood my frustration but that since I spoke with a tech they had to be paid for their time. I asked her to credit my account but she refused. She also wanted to provide me with a direct number to ConnecTech in case I ever had any problems in the future. I asked her why she thought I would ever want to call them again after they have been so incompetent, rude and unhelpful. If AT&T had run the proper test at the beginning of my initial call then they would have been able to determine that my problem was related to the connection to my house; I would have never been transferred to some foreign land of ConnecTech to be questioned over and over by incompetent techs; I would not have wasted over 4.5 hours of my time; and I would not have been charged the fee for their "expert assist". Stay away from this AT&T service. You are better off going to your local computer store and getting help there.