On behalf of my dad, who has had way more trouble than he should have restoring his DSL service. I'm researching other ISP options for him. This is just inexcusable.
August 1, 2013
The following letter documents the recent difficulty I’ve had in obtaining customer service from your company when my DSL stopped working. I work from home trading stocks and real estate and need a reliable internet connection. Because you have closed the local service facility, and because your service representatives don’t arrive when they say they will, but do arrive on days when I didn’t know they were coming, and because you clearly don’t give a flip about providing efficient customer service, I spent 15 days without DSL. During this time, I made at least 11 phone calls trying to get the problem resolved. I finally had to locate numbers for and call the public service commissioner, the regional AT&T manager, and the closest local repair manager before the problem was repaired. I’m sure you’re aware that your corporation enjoys one of the very worst reputations for customer service. It’s very easy to see why. What I don’t understand is why this has been the case for years without improvement. As an former AT&T stockholder, I will be using my influence within my community as well as my voice online to encourage others to stop patronizing your corporation. A company that cares so little for its customers will soon find that its customers leave to go where they are valued.
6/27/13, Thurs: DSL not working, therefore no internet service for 2 computers. Called repair service, heard 30 minutes of recording telling me to do numerous things on my computer, none of which applied to my problem since we had no internet connection. After finally reaching a human, I explained that DSL was not working and that telephone wires were hanging loose on the outside wall and cover was on the ground. I was advised that repair service would arrive on 6/28/13, Fri. RS did not show, did not call.
6/29/13, Sat.: I called again, advised that AT&T systems researched the problem and that it was not outside. Although I had waited by my phone for two days, no one called to advise me of this.
6/30/13, Sun: After the second call to AT&T, RS was sent from Macon, with no notification of when he was coming. We were not at home when he arrived. RS fixed the box on the outside wall and laid a new line on top of the ground. DSL still not working, no internet service.
7/1/13, Mon.: Finally reached a human in DSL department. He concluded that lightening had gotten the modem. I gave him the information from the original modem and specified that it was a large two wire gateway to connect the DSL modem to a booster to throw DSL to another computer approximate 50’ away. We have no place in Eastman, GA to purchase a modem. He sent a new netgear modem about the size of a cigarette package with only a one wire connection. Could not be connected. It arrived on 7/2/2013, at night.
7/3/2013, Wed.: I called DSL repair again. Was told that RS would be here Thur., July 11, 2013, between 8-12 AM. A wait of 9 days - fifteen days from problem onset. This brought my business to a standstill. I needed to communicate on line with attorneys, clients, and financial institutions.
7/9/2013, Tues.: An AT&T employee called 20 min. before arrival advising that he was coming to bury the new line lying on the ground. I showed him where the old cable line was marked, and I had to leave for a prior appointment. Lines were marked recently as Ga. Natural Gas had to repair a gas leak on street frontage. On returning, I found that he had cut the TV cable. MediaCom, who cares about their customers, promptly replaced the line the next day.
7/10/2013, Wed.: From the Chamber of Commerce, I got the Public Service Commissioners’ data and the regional AT&T manager, Terry Smith’s phone number in Macon; called him and in turn called Colby Edwards, repair manager in Dublin. He stated that RS would be here as planned on 7/11, also that they might come on the 10th. Again, on the 10th,I waited by the phone and again, no show, no call. I had now been without internet service for two weeks.
7/11//2013, Thurs.: At approximately 3:00PM, I again called Terry Smith and Colby Edwards. At approximately 4 PM Mike Killsaul from Warner Robins arrived and repaired the problem, fifteen days after my original call.
AT&T’s service facilities were moved out of Eastman, population 8,000, and Dodge County population 18,000. A local service person could have handled this situation easily even if the call system was out of town. AT&T employees came from Macon-60 miles away, Dublin-35 miles away, Warner Robins-45 miles away. This does not seem practical and surely does not provide good service for AT&T customers. The fault does not lie with local service people and local level management, but with top-level management, all of whom seem supremely unconcerned with the efficient use of time and service for the company or the customers.
This isn’t the first debacle we’ve had with AT&T’s customer service. After a problem with the phone service at our vacation home, we cancelled our land line rather than have to deal with such a mess again. This time, AT&T’s inefficiency has caused me to experience financial loss, and I am not going to let it go. When I discussed my problems with AT&T at the local Lion’s Club meeting, the attitude from the members was that I was wasting my time. Many of them had already experienced customer service problems with AT&T. They said that I should just go to another company. However, I am not going to simply shrug my shoulders and quietly go away. I will be adding my voice to the complaints filed with the FCC, Georgia Public Service Commissioners, online venues such as facebook and blogs, and will also be sharing my discontent with others.
I do business with Alltel, MediaCom, Georgia Power, Georgia Natural Gas, etc. and experience good service from them. These companies, some of whom are your competitors, know that service is their best product. I find it quite telling that on your own website’s forums, such a huge percentage of the posts are complaints about poor customer service. When will you get the message?
Gary E. Yawn