The online remote technology services offered by ATT Connectech are provided through PlumChoice Online PC Services. PlumChoice also provides technical support for other companies such as McAfee and RadioShack to name a few. This means that when you are speaking to a technician over the phone from ATT Connectech, you are actually speaking to a technician from PlumChoice. The technician cannot say that they work for PlumChoice, whether directly or via a staffing firm. They have to say that they work for ATT Connectech because it’s a zero-tolerance “offense” to say otherwise. It’s “punished” by immediate termination.

The technicians all work from home via Citrix servers and they all communicate via IM chat clients where they talk all sorts of garbage about their current customers, apart from sharing their technical knowledge for unknown problems. The technicians are obligated to work on 2 appointments at the same time at minimum and this also means that they are not giving you their full and undivided attention. They are also expected to complete 1 appointment per hour. To them, you are just another appointment number to meet their quotas with the goal being to take as many appointments as possible per hour. In fact, there are weekly competitions for prizes with respect to the aforementioned.

When RadioShack sells you an ATT Connectech Remote Diagnostic appointment for about 30 dollars, they don’t tell you that you’ll be charged an additional 70 dollars after the 20 minute maximum diagnostic time limit passes if you want the technician to continue working on the problem. The additional 70 dollars will turn it into a Single Instance Service that costs 99 dollars total and is only good for one incident, so if you have a virus infection but then also can’t connect to the Internet, that single instance will only cover the no connect issue and not the original virus infection. To cover both problems, the customer will have to “upgrade” to either the Monthly Subscription plan for 15 dollars or the Six Month plan for 150 dollars, both of which provide 24/7 access to remote technology services.

To sum it all up, a no connect with a virus infection that might result in the operating system being reinstalled would cost about 115 dollars not including tax. This is because a person cannot purchase any subscription plans unless they’ve already purchased a Single Instance Service that includes the remote diagnostic service for 99 dollars. If the problem turns into one requiring an onsite technician, then that’s a separate fee that will cost 179 dollars.

The subscription department lies to the customers just to sell them a subscription. They tell them that if they purchase a 6 month subscription, they will get the ATT Internet Security Suite (McAfee Internet Security) for free. The truth is that whether or not they get it for free is completely unrelated to them purchasing any remote technical support plan. It’s based on how fast a DSL connection they are paying for. The top 2 fastest speeds get it for free and all others get it for 5 dollars a month that’s billed to their phone bill.

Hi,


I worked for a year, I was told that nobody had certified and they did not hired even MCSE or Network plus certified people are hired and they messed. Isn't this false practice.

Some of them even do not about self repelicating virus. They used remove in normal which used to get more damaged computer and I had to do pc system restore every this. Is n't this false practice. I think so that, this should stop.


Thank you,

Well wisher.