05-22-2014 1:08 PM
Well, once again, I have been lied to by AT&T. Surprise, Surprise. I was told I would be contacted within 48 hours by a manager, because the technician/AT&T failed to do two things:
1. Bury a drop correctly. They ran it over the top of the sidewalk instead of going underneath it, which defeats the purpose of even having the drop. Think about it - anyone can walk by and trip on the cord which provides voice and internet to my home, it could get cut, chewed up, etc. Does that matter to AT&T? Nope - as long as they are getting their money, it does not, apparently.
2. We subscribe to AT&T inline service. Guess what? The technician that did the drop did not want to diagnose the problem we have with multiple outlets out. He hooked up ONE outlet and then left, saying he couldn't do the rest. Calls to his manager went unresponded to and apparently just trying to get a resolution is unrealistic.
Bottom line - hard to trust someone telling me that they will do their job, and then they don't. If it was the first time, I'd understand - but this isn't the first time I've received this kind of response from AT&T.
05-22-2014 2:08 PM
05-22-2014 2:38 PM
Well, obviously you don't understand the issue, so let me explain, AGAIN.
First, a new drop had to be ran, because some yahoo living on the other side of us decided to dig and cut our line. The problem with the line AND the outlets were explained, clearly, in the initial dispatch of the technician.
Second, regardless of whether the technician could or could not bury the line, it should have been communicated to the third party who was burying the line that they should have to bore under the sidewalk in order to properly bury the line. That was a month ago. Has anyone done their job? Obviously, not.
Third, I know my rights with regard to the Inline Service Plan, and I have a copy of the plan, if you would like to review YOUR company's statement regarding the inline service plan. It's in black and white and clearly states that as part of the inline service plan, AT&T will diagnose and repair any outlets and or lines running into the house from the NID box that are not receiving a signal. Did that happen? No. Was AT&T aware of the situation? Yes, and it's documented.
I don't know what YOUR position is in the company, but it sounds like you haven't either read your own legal paperwork to understand where you can be litigiously responsible for failing to correctly address the issue. That's why I have asked for a MANAGER, someone IN CHARGE that knows what they SHOULD have done when the technician came out in the first place.
Two things can happen here - 1) this problem could easily be resolved by getting the technician out here to do his job, as he was supposed to in the first place, without all the outside vs. inside technician back and forth. Customers aren't supposed to know the difference between the two, so stop assuming that we do. Especially when we have a copy of the original work order AND it clearly states what the problems were. And I'm sure there are tons of documented notes on the account with regard to it. Or 2) this problem can be escalated, perhaps beyond the realm of AT&T to a point of resolution, in which AT&T will STILL be responsible for the resolution, just with a greater degree of monetary value.
Shall we continue to dance, or would you prefer letting me know when the technician will be out?
05-22-2014 2:39 PM
And by the way - the technician work under the Inline Service Plan is at NO CHARGE according to the paperwork. Customers with an inline service plan CANNOT be charged for work to be performed that is covered under the plan. Sorry if you don't agree, but again, it's in black and white.
05-22-2014 2:42 PM
Inline service is phone/DSL internet. Do you not know what an inline service plan IS???
Listen, some of us customers know technology and you can slap words around like Uverse, DSL, 2 pair copper strand, and believe it or not, some of us DO know what it is. It all comes into the house the SAME way from your transfer methods. Whatever you want to call it is like putting lipstick on a pig.
05-22-2014 5:08 PM
So you have Uvoice and not POTS?
05-22-2014 7:48 PM
05-22-2014 8:12 PM
"InLine" is a new name for me, too. I've always heard it called a wire maintenance plan.
But, see here: http://www.att.com/Common/PDF/AMT/InlineTC.pdf
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