Contributor
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2 Messages
Missed Appointments, Tech came to fix noizy line and killed it... No dial tone.
Tech came Thursday, Nov 10 - about 10 days after trouble request sent. No notice. Was very thorough and swapped pairs to another unused pair to the house in rural Santa Rosa.It was working when he left - -
but dead the next morning.
Called and received a recorded msg that a tech would be out the next day. Friday Nov. 11.
No-show.
Called again on Saturday and was told a tech would be out Sunday -
No-show.
Called today and was told a tech would be out Friday, the 18th. Called again and was told tech would be out the 17th.
A week in this rural area without 911 access, without reliable telephone comms. in an area prone to fires - and all because of some mistake made by the last tech.
Is this SOP now to ignore landlines?
Is this SOP not to expedite screwups/ dead line caused by your work?
Is this SOP because there is no alternative service and you have use by the short hairs?
ATTU-verseCare
Community Support
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6.7K Messages
7 years ago
Hey @jgrush,
We have sent you a private message and look forward to working with you to get this sorted.
ATTU-verseCare
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jgrush
Contributor
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2 Messages
7 years ago
got dumped into the que at the bottom. And now the customer is complaining
so it gets bumped up a bit - work it in after all the priority calls on
your list.
>From my perspective, it was a service call, already delayed, and left half
done. It was just dumped and we are left to swing in the wind. If I were
running the service department, I would have sent the next available tech
at the next available time. I guess that landlines just don't have the
priority for you as most people have viable options with good cellular
connections. Your cell system does not even reach out here and Verizon
requires one to practically stand on one foot aligned a certain way to get
one bar.
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To fill in the history - I complained of static one the line *at the end of
October*. I received a message that a service tag was generated and it
would be* fixed by November 5th*.
*Nobody came.*
I heard nothing until the 8th when I received a recorded message that a
tech would be out on the 9th.
*Nobody came. *
On the 10th a guy came, seemed very skillful and thorough and left with it
working - but it died shortly thereafter. I called on the morning of the
10th and received a recorded message that a tech would be out on the 11th.
*Nobody came.*
I called again and received another recorded message that somebody would be
out on the 13th.
*Nobody came.*
I called again when your office reopened on Monday and received a message
that someone would be out on the 18th I feel that is not good enough and --
*AT THIS POINT HAVE NO CONFIDENCE ANYBODY WILL ACTUALLY COME..*
I called again and was handed over to the 'expedite' desk. I was told they
would take care of it.I received another recorded message that someone
would be out on the 17th.
Still,
*AT THIS POINT HAVE NO CONFIDENCE ANYBODY WILL ACTUALLY COME..*
I will believe it when I see it. This is probably a bad punch down of a
single wire connection at one end - apparently too much trouble to check.
Give me a security socket to open the boxes at both ends and I will do it
myself.
So, when this is resolved, I will *Reply, or Accept as Solution* or maybe
even *Give Kudos*.. But not until then.
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