AT&T ** What’s the Deal?
AT&T has me thinking and I was wondering if anyone knows the answer and can add input.
The synopsis: My internet was down on Thursday night. Now, this is not an odd thing when it comes to the service from AT &T and since it was late my assumption was that it would be back up Friday morning. I’m still not sure why I even make assumptions when it comes to their service, but I was wrong.
Upon further investigation I realized that my modem power light was solid red rather than green. Being down this road before I went through the usual steps, unplugging, resetting and powering back up. Still red so I called AT &T. In order to avoid the whole process again, I informed the internet service tech that I had already gone through all the steps to see if I could get my modem up and running. He told me that he would run a series of tests from his end to see if it was a problem with the modem.
To give you some background information; the modem is just over a year old and just out of warranty. The tech came back on the line and told me that he ran his tests and that there was a problem with the modem and that it needed to be replaced. He said that he would arrange to have one sent out at which time I told him that I work online and couldn’t afford to be down. He gave me the nearest AT&T store to pick one up and informed me that it would cost $60. I responded that I spend way too much money with AT&T and that if they are going to charge me for the modem I am going elsewhere with my business. He wouldn’t budge so I asked for a manager.
When the manager came on the line she told me that she understood the situation and that since they didn’t want to lose me as a customer, she would send out a modem free of charge. When I again explained that I could not be without the internet and that I would prefer to pick it up she explained that the only thing she could do in that case was to issue me a credit after I purchased it at a store. Since my trust in AT&T is so unwavering, I chose not to believe that I would be issued a credit and she told me that it would be shipped overnight to me at no cost.
That was Friday morning, now Monday afternoon, still waiting.
Now the question I pose. As I previously stated, my modem is just out of warranty. Also, I’ve explained that the AT&T service tech was running tests to see whether or not my modem was bad. I ask you, if they have the capabilities to run tests on my modem from who knows where, wouldn’t they also have the capability to screw up my modem so that it isn’t working correctly and of course requiring me to buy a new modem at my cost?
It’s difficult not to wonder how all that works. Anybody have any answers?
One Response to “AT&T ** What’s the Deal?”
By GregoryJ on Mar 6, 2010 | Reply
The go word in business today is
screw everybody.
There is no such thing as honesty, integrity, consideration, courtesy……