Accountability

We have been ATT customers for many years and generally have been satisfied with the service. Then about six weeks ago suddenly things started to change. One day we saw “no service” indicated on the 2 I Phones we have at our mountain home. As we are in the mountains we can understand an occasional glitch so no immediate concern. Then as the day progressed and we continued to see “no service” we did grow more concerned. Starting with various chats through the ATT web site we were offered a variety of different stories many of which were in direct conflict. One story offered that ATT had taken over the tower that provided our service, they were in the middle of upgrades that would interfere with service for a week but when complete the service would be better than ever. After a week of waiting still no service so again contacted ATT through chat and was told that ATT had not taken over any tower nor did they intend to and further elaborated that there is no way anyone at the chat desk would have that type of information available to them. Feeling very helpless and unable to reach anyone with ATT that seemed to care I stumbled on the ATT Community and posted a note “How can I get ATT to respond.” The next day I got a note from Charise asking me to tell her more about my situation through the private message vehicle of the ATT Community. I thought that maybe I had been able to contact someone who cared and would make an effort to help but unfortunately that was not the case. When I wrote Charise I explained that we had suddenly lost the long time service that was available at our mountain home and was asking for help in getting the situation resolved. I went on to explain that we were long time customers with ATT and wanted to remain so but that we did need a solution to the problem as no service was not an option. The reply we received the next day did little to help. “We appreciate your feedback and understand how important it is to have service. We looked into this and show that the address you provided is unfortunately out of our service area. The nearest AT&T cellular tower is a bit over 20 miles away. At that distance, the signal from us will not be where you need it to be. We have not purchased nor taken over any of the partner towers in that area, nor do we show this will be the case anytime in the foreseeable future. Since we don’t control the towers that provide partner coverage, we have no control over the service there. It’s possible the provider that owns those towers has had outages or has changed the direction of the signal output for their customer base. Most of, if not all cellular providers in the United States have agreements with all other carriers to let you use their towers with your providers service when it’s available, however we are unable to guarantee that availability, as we have no input on what that provider will do with the service in any particular area. If you decide to stay with AT&T, which we hope you will, you may want to look into possibly getting a cellular booster for your home in Colorado and this may help with the signal there.” Us buying a booster, us paying for additional internet bandwidth to support the service we already pay for with ATT and these might improve conditions? Accountability is a valued trait displayed by professional individuals and quality organizations. Hard for me to find any accountability displayed by Charise.