[General] AT&T Yahoo DSL Support Plus a Joke

There I was minding my own business, logging on to my AT&T Yahoo DSL mail account and a pop-up appears asking me if I wanted to install the "new" Yahoo toolbar. I clicked on the close tab and abracadabra my browser locked up. I restarted my computer and tried to log on to Yahoo mail again and the browser froze again and again, etc., etc.

I called the AT&T Yahoo DSL support number and after an hour or so of getting nowhere the tech referred me to AT&T Yahoo DSL Support Plus.

I called Support Plus and spoke to a very pleasant person who told me that they would be able to resolve any problem I had with my computer. (At that point I had no idea that the problem was caused by the pop-up Yahoo DSL had sent me.) So, I gave them my credit card number to pay the $139 charge for six months of their service and was transferred to tech support. At that time I was told I could cancel the service anytime for a refund.

Several hours, and three or four different techs later the problem had not been resolved. They remotely accessed my computer and changed a bunch of settings as well as installed a free anti-virus program and got rid of some viruses, but the browser still locked up whenever I tried to log on to my Yahoo mail account.

The tech told me she had to leave for the day, but would call me back in the morning to continue working on the problem. That night I did a Google search for "yahoo toolbar problems" and got over 1.2 million hits. I went to the Microsoft website where there was an article on the problem and how to uninstall the Yahoo toolbar. I uninstalled the Yahoo toolbar and suprise, surprise, the problem went away.

The next day I called Support Plus to let them know that it was their pop-up that had created the problem and that I wanted them to undo the changes they had made to the settings on my computer during their failed attempts to fix the problem. I also wanted them to refund my money since it was their pop-up that had caused the problem in the first place. After holding for 20-30 minutes (everytime I called I was put on hold for 15-30 minutes before speaking to someone) I spoke to a tech and told him that I had resolved the issue myself in a couple of minutes and that I wanted a refund. He said that the "Review Committee" would let me know in 48-72 hours as to whether they give me a refund.

One week later I had not heard anything from Support Plus about a refund so I called again, was put on hold for 30 minutes again and was informed that the "Review Committee" had not made a decision yet. I told the tech at Support Plus that I was not happy with their service and having been a DSL customer with them for more than six years as well as having been a customer of PacBell/SBC Local and AT&T Long Distance for more than 30 years I was going to cancel my DSL and my home telephone accounts unless I received satisfaction in a reasonble amount of time. The tech told me there was nothing he could do about it.

I then called AT&T Yahoo DSL Customer Service and explained to the nice lady that I wanted a refund or would cancel all of my accounts with them. She offered to refund me $12/month for 12 months. I told her that that would not compensate me for the interest on that money I would be charged over a 12 month period. She said that was all she could offer.

Yesterday, I had Roadrunner installed as well as Digital Phone Service (Time Warner Cable). Everything was up and running in less than 20 minutes. I cancelled my DSL account and my telephone service with AT&T. The next call I am going to make is to my credit card issuer to dispute the $139 charge.

Bottom line: AT&T Yahoo DSL had been a reliable internet connection for me for several years. However, their tech support is a joke and their customer service is non-responsive. What kind of corporation lets a customer of over 30 years get away over a lousy $139? Not the kind of company I care to do business with.

permalink · 2007-01-21 09:57:26 · Print ·

[General] AT&T Yahoo DSL Support Plus a Joke

Re: [General] AT&T Yahoo DSL Support Plus a Joke

Re: [General] AT&T Yahoo DSL Support Plus a Joke


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