I was even given a case number to reference my filed complaint. (I know you are surprised, aren’t you?)
But, anyways, a little background first. It took at least 3 calls, multiple tech visits and a 400 dollar bill (we were reimbursed by the apartment complex by paying less rent) to fix the wiring in our apartment and the apartment building so we might have working DSL. Fast forward a year (to a month ago). The DSL suddenly stopped losing internet connection anytime someone called the landline/house phone. Anytime. Every wrong number. Every “you need that identity protection program on your credit card” call. Every wrong number… oh wait, did I already mention wrong numbers? Fast forward to now, earlier this evening. I spent an hour on the phone with AT&T people today.
That’s about 3 to 4 hours total to get a problem fixed.
The complaint I filed about AT&T DSL technical support:
1. agents are rude, impolite and unprofessional sounding.
2. automated system is horrible. It’s built like you aren’t supposed to reach a real person. (Note: I’d like to point out I’m familiar with how automated systems handle a larger amount of calls than call center agents actually do and without the automated system I’d probably have no chance of reaching a real person within 1 hour, let alone 2 or more. This is a matter of how long it takes you to get THROUGH the system and how it makes you – the customer – feel.)
3. Spent 3-4 hours on the phone to solve a problem.
4. It took 4 agents before I got someone who actually thought about the problem instead of just following a script. The second person (after asking for the call to be escalated – not calling back) I talked to actually thought to tell me to call my phone company. (The first person tried to tell my there was nothing wrong with my DSL connection and that my router was my problem.)
5. Inconsistent tech. support practices. The first 2 people I talked to (a month ago) didn’t care if I had a router attached to the modem or not. The people today wanted to know OS, computers, how connected, router, how computer was connected, etc.
6. I specifically said that if Verizon FIOS was available in my area I would switch in a heart beat. (After pointing out I’m stuck with AT&T service for cell phone and Internet. I should also note our cable internet option is Time Warner but we don’t have TV cable so that would be stupid expensive.)