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New Member

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3 Messages

Wednesday, June 17th, 2020 3:59 AM

What started as an inquiry regarding install technician not wearing PPE has now been months of being ignored.

I had at&t fiber installed in April.  I followed up with customer service (on twitter) to ask why the install technician was not wearing PPE in the home, and did not ask if I preferred this.  The other individual from at&t that visited on install day to ask questions and help me get signed up online was wearing PPE.  I wanted to know from at&t if this was in-line with their policy at the time, and if so, why during this pandemic wasn't the install technician required to wear PPE, and if not, why wasn't he.  I think considering the circumstances anyone would deserve an answer to this.  It has now been several months since my original inquiry.  I've followed up through twitter DM's three times, and twice I was not replied to.  I tweeted to the @ATTHelp account and was not replied to.  After the initial inquiry I was told that my feedback would be forwarded and I would be contacted.  None of this ever happened.  At a minimum, this is garbage customer service, not to mention you may be placing customer's personal safety at needless risk.

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Former Employee

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32.9K Messages

4 years ago

It’s not required unless required by city or county or state if your that concerned then you should not have allowed him in your house. At&t suggests but does not require Ppe   Even if investigated they still won’t share with you any results of any disciplinary actions. 

New Member

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3 Messages

@Constructive 

First of all, don't presume to tell me what I should or shouldn't have done.  You weren't there and it's not your place.

 

Literally all I was looking for was, as I said, what the policy was and either way, why it was not followed or was not the policy.  Did you see me anywhere say I wanted to know disciplinary action?

 

If someone would have told me what the policy was on day 1, I wouldn't be here.  Now I have an example of months and months of being ignored, now I have to deal with you doing more talking than listening.

ACE - Expert

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27.8K Messages

all I was looking for was, as I said, what the policy was and either way, why it was not followed or was not the policy.

 

1.  As stated, PPE is only required if your city or state required same.  That answers your question on policy.

 

2.  Did you ASK what the policy was BEFORE setting the appointment?

 

3.  If your city and/or state DID NOT require a mask, then the logical thing would have been to offer the tech as mask before he entered your home. 

 

While you cannot control AT&T policy, you can control you own personal policy.  I inform everyone entering my home that they need a mask and I wear a mask.  If they don't have a mask, I have extras.

(edited)

Shoutout to everyone who can remember their childhood phone number but can't remember the password they created yesterday.  You are my people.  😊

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

1.  I wanted to know the policy.  If the policy was to not ask, I was going to suggest in the future that AT&T ask or just do it.  Nothing more.  It's a simple question that went unanswered for months.

 

2.  No.  But are we really here on the ATT forum to talk about my personal policy?  I don't have policies, I do what seems right at the time with the info that I have.  ATT is a company, it does have policies that are to be followed.  The technician started working on installation outside, then he let himself in (which I told him to be welcome to do so).  He was in the house before I thought to ask and I let it go.  If I wanted feedback on what everyone thinks I should have done, well....thanks?  But I'm on an ATT forum to highlight what happened with my ATT experience.  If proper procedures were followed, great, if I don't like them, I'll say so and move on.  If they were not, then say they weren't and you're going to do better in the future.

 

3.  I don't know what they required, but considering the state of the world at that time, I was going to be surprised if it was not.  And even if the local jurisdiction did not require it (which they may have, wouldn't ATT know this or want to know this?) then why not adopt this as their own policy.

 

You're talking about things as they stand now, at the time of my install there was no such thing as extra masks laying around.  This was also new for everyone.  As I said, I initially reached out to ATT to inquire about the policy, nothing more.  They said they would look into it and get back to me.  They never did despite repeated attemps.  This should have been simple, and I would hope ATT might be interested to hear that their support channel failed.  As someone who pays for their services, why am I not entitled to answers if they can be provided, or at least some admission when they can't be?

ACE - Expert

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27.8K Messages

I had to have the plumber out since this 'shelter in place' started.  I met him at the door with my mask on and while he did have a mask on, I said "Thank goodness.  I was going to tell you to wear a mask!"  We both laughed.

 

My house, my rules.

 

Are you saying that you had no idea what your city and/or state's policy was at the time?

(edited)

Shoutout to everyone who can remember their childhood phone number but can't remember the password they created yesterday.  You are my people.  😊

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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