The AT&T Saga Continues

Jun 24, 09 in Business, Customer Focus, Internet

12 Comments

Remember Nina.  That lady I thought was a god send.  She's a liar too. 

My wireless modem never showed up on Friday. 

Gotta give AT&T a little credit though.  Mike showed up.  I speed tested the AT&T service on Friday morning.  Maxed out at 3Mbps.   I signed up for 6Mbps.  So I had to call technical support (my fifth AT&T call in this ordeal).  It was about 7:30 am. They made me run an AT&T speed test.  Like the SpeakEasy speed test was wrong.  

Told me they were going to send out a tech.  Gave me a window of 8 - 12.  Gave them my cell.  I'm going to work.  Mike shows up at around 9:10 am.  Abby is still home.  Checks the outside equipment. Says he has to get some stuff.  Goes away.

I go away.  Have a fun weekend.

Come home Sunday night.  Speed check.  6.2Mbps down, 435Mbps up.  $32.95 a month.  Rock on.

Abby checks voice mail.  Mike called over the weekend.  Upgraded the service.  Left his cell phone number in the event we had any issues.

But remember, my wireless modem never showed up on Friday.  So I called customer service (call #6) on Monday, cause AT&T's convenient for them customer service hours are 8 to 7 on weekdays.  There was no record of an order.  Lady places another order for the wireless modem.  Tells me it will be here by Tuesday.

Tuesday comes and goes.  No wireless modem.  I am really not surprised.  The rep that promised me that it would be here was not able to provide me with a tracking number.  Was not able to send me a tracking number when I asked if she would do so via email when it was available.  Automated package tracking notification seems a bit beyond AT&T's capabilities thus far in the 21st century.

So I called customer service (call #7) on Wednesday morning, cause AT&T's convenient for them customer service hours are 8 to 7 on weekdays.  Guy tells me he needs to transfer me to another queue.  Puts me on hold for a bit.  Comes back asks me to wait.  Puts me on hold for a bit.  Comes back and tells me to call back later.  They are too busy.  Gives me a specific number to call and tells me to call back later.  When I tell him the number he gave me is the same number I called.  He is dumbfounded.  Tells me to call the number and select option #4.

I wait a few hours.  I called customer service (call #8).  There is no option #4.  It is all voice activated. Get Ray.  Nice lady.  She can actually provide a tracking number.  Wireless modem to be delivered today.  The anticipation is killing me.

Got home tonight.  Package is here.  The anticipation is really killing me.  Open the box.  Wrong modem.  It is the same silly single computer modem they sent when they slammed me, I'm sorry, activated my service without request. 

I could not make this stuff up if I had to.  But I might start a business selling unused AT&T modems on eBay.

Before I do that, I am gonna give Mike a call on his cell phone tomorrow. That will be call number 9.  And this whole thing is starting to sound a little bit like that Beatles song.