BrendaC
@pacbell.net
| Can't get support from AT&T
Can anyone refer me to a website or phone number where I can get help? My co-worker is deaf, recently had a DSL installed and it doesn't work. I have been on the phone with various know-nothings at AT&T for over an hour the last two days. 800-288-2747 requires a phone number to get someone to answer -- AT&T Customer Service is apparently unable to recognize an AT&T Account No. Deaf people often don't have phones! By tracking down the tech on his cell phone I finally got another number, 800-310-2355, which yielded an unpleasant, nasally young woman who told me that on 10/14 AT&T had offered to install the jack at my colleague's home and bill her over 12 installments and it wasn't their fault if she didn't order the jack. I asked her why the tech would have come out on a service call and left her with no jack and she -- honestly -- repeated exactly what she'd said before. I asked her if she could check her computer records to see if a jack was installed and she seemed to think that was inane, "Of course we don't have that kind of information." I asked if the tech would know. When I gave her his name and tech # she said he didn't work for AT&T. She said once the jack was installed I could call tech support if the DSL still didn't work. I called that number (866-757-9804) today, armed with the actual AT&T "Statement of Labor Charges and Proof of Warranty" showing that a jack was, in fact, installed. I spoke to a heavily accented young man to whom I had to repeat things (like the AT%T account no.) two or three times, slowly. Not a good start. He determined -- all on his own -- that a non-AT&T modem was part of the equipment and there was nothing AT&T could do. I wondered aloud why a tech would go out, hook up a DSL, complete a labor charge of $131 and leave without informing anyone of the alien modem. (I'm not sure there even is a modem -- he asked what color the box with the flashing light is and I told him beige.) He told me I should call him from my colleague's home and needed to be reminded yet again that she is deaf and has no phone. He suggested I go out to her house and check to see what equipment she had. I had already said that all her equipment was AT&T installed. I told him this was horrible customer service and he offered a supervisor. The supervisor, John, came on the line and after much repetition of the problem, John finally said he would send a tech out. Because of interference on the line (are they using AT&T lines?), I occasionally couldn't hear him! Then he said he couldn't because some other company would have to worry about the jack. Why? Because, he said, AT&T DOESN'T INSTALL JACKS! I read to him from the tech's receipt (which was the third time I had done this in the conversation) and he told me it clearly wasn't an AT&T tech. I told him it was an AT&T form with an AT&T logo and he was mystified, since AT&T doesn't install jacks. I told him I wanted this problem fixed and he should send a tech out. He wanted to know how I had gotten the 866 number and continued to insist that the tech, Ronnie Fleming, is not with AT&T. 27 minutes into the call, he says he is going to transfer my call to another supervisor who could maybe figure this out. At 32 minutes it sounded like someone picked up the call and hit the wrong button, so I was back to where I had to "press 1 for DSL support." At 34 minutes, the elevator music stopped, I heard one ring, followed by total silence. At 36 minutes, the call changed to a busy signal and disconnected.
Many blessings and thanks to anyone who read to the end of my rant. I am so frustrated. Because of new products they advertise, my family was considering a switch from Cox Cable to AT&T and I am grateful to have avoided that!
What can I do for my colleague? Help! |
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koma3504
Advocate
Premium
join:2004-06-22
North Richland Hills, TX | you have been probally dealing with Tier1 call them back and request 2ndl evel tech support. As it is beyound there scope. |
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BrendaC
@pacbell.net | Many thanks! |
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not really me
@pacbell.net | reply to BrendaC
If you are down near San Diego, there is indeed a Ronnie Fleming who works for the company. While there are some others across the country, that is the only one listed for California |
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Shadow01
Premium
join:2003-10-24
Wasteland | reply to BrendaC
If you register on this site, you can then post in the at&t direct forum where David can help you and your friend.
»/forum/sbcdirect
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R.I.P. Moby 1964 - 2007 |
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