roadczar
join:2001-11-09
Wilmette, IL
|  reply to roadczar
Re: Chicago (North Shore) nightly ATT sync problems
It’s so sad it’s funny.
During the last 3 weeks of more than 10 hours a day down time, I call ATT again. For the nth time I explain my plight. Modem down at night then comes back up in the morning … etc…etc. The phone “tech” tells me it would take them 10 business days to send a “line tech” to trouble shoot my line. I argued for about 15 minutest that in my business (software development) this is not acceptable since I need my connection for off hours support. I also explain that unless they arrange the visit during the down-time the problem will not be fixed regardless of how may times the truck rolls by. He connects me with a supervisor Tong and I repeat the whole story again. Tong says he will expedite a technician to come on Friday. We arrange the appointment to be at 7 pm because for last few days the sync was lost at around 6 pm and reconnected at around 9 am.
Next day my wife calls me at around 2pm “ the ATT is there to fix the connection.” Of course at this time the connection is 100% trouble free. I ask the tech on the cell phone why he is there so early when it was arranged for him to come at 7pm? He replies that 7pm can only be recommended and the only person who can schedule him is his direct supervisor. I ask for supervisor’s phone, he laughs and tells me it is not possible since he is between supervisors at this moment. He also tells that anyways to do this I have to call 888-262-6300 (the number most of us here know better then their SS number).
I call the NUMBER. Having built up my angst over last 3 weeks and fueled by my recent talk with the tech I get through to the supervisor Tom somewhere NW Ohio in ~ 2 minutes (my record time). Tom listens to my story and commiserates for about 20 minutes. Tom says “we cannot make techs come in specific times and if this tech fails again to fix the problem we will have to schedule another truck roll.” I explain to Tom that in software development we call this situation an “endless loop” he does not get it and connects me 3 ways with his manager Wendy.
I explain the whole situation again to Wendy including my endless loop joke/analogy. Wendy says she does not understand. Then Tom gets a moment of clarity and blurts out “… just like in the Ground Hog Day movie”. Taking advantage of the moment I quickly agree and explain again that if they follow the recommended path my issue will never be resolved. Wendy says, “We can only make an appointment, but cannot schedule a specific time which only a local office can arrange”. I ask to talk to the local office and she tells me that all appointments must be scheduled through the NUMBER. When asked for advice on how to resolve my connection issues she says “Let hope that this tech will fix the problem”. Having lost all faith I agreed.
Amazingly the line was up all night on Saturday, but was down again on Sunday… |
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roadczar
join:2001-11-09
Wilmette, IL | Update: after over 3 weeks of down time my connection finally stabilized. When I called AT&T to ask what was fixed they told me that they have no record of resolution. Keeping my fingers crossed. |
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Subhuman
The
join:2001-12-09
Lakewood, WA
clubs:  
|  said by roadczar  :
Update: after over 3 weeks of down time my connection finally stabilized. When I called AT&T to ask what was fixed they told me that they have no record of resolution. Keeping my fingers crossed.
We're on a receding lunar phase.Just wait 'till next full moon! Ha!!
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ATTBI SUCKS |
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