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jendizzle25
January 22, 2010
The diary of a new at&t customer
HAHA where do I begin. I called AT&T Jan. 14, 2010 at their (800) customer service line to order service for DSL. The employee put in the order and gave me my account number. Stated before the call had ended that my service will be turned on between 8:00am - 8:00pm on Jan. 19, 2010. At 8:10pm I called the customer service line and asked them why I wasn't getting service yet. The customer service employee began to tell me that just because the order slip stated service begin Jan. 19, 2010 at 8:00pm that it was "really" Jan. 19 at MIDNIGHT! I told her that it was stated not once, but twice on the order slip EIGHT O'CLOCK! She told me that I still had to wait until midnight b/c "technically its still the 19th." I asked this employee, "ok I wait until midnight, then what?" The employee was silent. Did not say a word. Then I said, "What am I supposed to wait for, as a customer, now? I have done my part. If u fail to do your part and not have the service on at midnight tonight, then what do I do after that?" Still, no response. The customer service opporator told me that I will continue not to receive connection until i set up my user name and password online. I said "how am I supposed to go ONLINE and set up a user name and password ONLINE, with NO connection?" Employee was silent. Not one word, again. At this point she transerred me to a different department that did nothing but place me on hold and ended up hanging up on me. After all of this I got through and just immediately asked for a supervisor. She did nothing more then the customer service rep. I talked to before her. Puts in what they like to call trouble ticket. Then tells me that someone will b contacting me the 20th between 10:00am and 11:00am. Before we hung up she gave me a number to call in case they never call me with an update. I ended up calling AT&T's tech support listed on the order slip at 9:00am on Jan 20th. This tech support went through his little binder of trouble shooting notes, nothing worked. The technician gave me an admin user name and password to connect. Still nothing. The Technician stated then that he would set up my account for me online, hoping that my own username and pw would work.. and it did not work. Now, since he has done this for me, I am being charged for service. Service I still do not have. The tech put in another trouble ticket. I was on the phone with AT&T for 2 hours on Jan 19, 2010. TWO HOURS!! Getting jossled around from dept to dept. I call on the 20th again for an update and got no answers. At this time started running the set-up wizzard once again, and went through his trouble shooting binder. Same error as the night before, PPP connection error. The tech support was unable to figure out why I was still not receiving any connection. He has also owned up to the fact that it was an issue on the AT&T service end and not mine. Let me remind you that as we are talking, I am getting charged just like a regular customer for service, that I am still not receiving. The Technician put me on hold to investegate further and came back to tell me that he didn't know what to do. That one department states that the order was still pending or processing and another department is stating that the order has been complete. SERIOUSLY!?? After being on the phone with AT&T for 2 hours the 19th and now, another hour and a half on Jan 20th, this tech tells me that he put in another ticket and is going to have the company manually enter in the order and connection. Giving them a 4 hour window to complete this. He gives me a number to call direct, after the four hours are complete, if I haven't received a call or service to give them a call. In the meantime, I end up getting a call back from AT&T from the other trouble ticket entered in on the 19th by the supervisor, telling me that they are still having issues and it will be another 4 hours and gave me a number to call after the 4 hours. This is absolutely ridiculous!!! I let 8 hours go by because I had to go to work. I got off at 1130pm on Jan 20th and once I got home I immediately called the numbers given to me. Both of them had messages telling me that they were closed and to call back during business hours. So I ended up just calling the 24 hour tech support line that I have been dealing with. Starting with the set-up wizzard once again, nothing worked. The technician said at this point this issue needed to be brought up to their teir 2 department, while the time now is after midnight, I get transfered to them and they do nothing but pass me off to a maintenance dept that they told me was closing in 10 mins. I was transferred again and was on hold for 12 mins, and was HUNG UP ON! I was upset. I called the supposedly 24 hour tech support number I have been calling a gazillion times for the message to tell me that they were closed. That their hours ran from 6:00am - 12:00am. WOW! So.. haha YA! I called the morning of the 21st. Bright and early. Trying to figure out why I wasnt getting internet connection, why I was being treated this way, why I was being tossed and jossled around, why nobody had any answers for me. And why NOT ONE PERSON has kindly offered me anything at this point. No free month service, No pro-rate, No .. nothing!!! So bright and early Thurs, Jan 21, 2010 at 9:00am I called the numbers provided by the supervisor for direct contact. The department I called was short with me, didn't make me feel valued as a customer at all! and was on the phone with them for only 5 mins. if that! For this employee to tell me to give them another 24 HOURS! While I was at work Jan 21, 2010 my boyfriend decided to call that same number to try and figure out what the problem was and see if he could get some kind of an update, and all they told him was that they needed another 24 hours. This was at about 6:00pm the 21st. I got off work that night at 11:30pm and immediately .. again, called the so-called "24 hr" tech support line, went through that same old set-up wizzard and was still getting that same exact error!!! The tech, in mid-conversation hung up on me again! I have now been hung up on three times! Three! This morning, 11:00am on Jan 22, 2010. I called the (800) customer service line that I talked to in the first place, told them I wanted to cancel my service. This crazy lady on the other end told me that I couldn't cancel!!! That I needed this 3 digit number that was never given to me, that AT&T has. This customer service rep told me that without this number I was unable to cancel my service with them! That I had to wait for my bill for that particular 3 digit number. I then asked her, "BILL FOR WHAT?" I shouldn't be getting billed for anything. I have received nothing from them. But the customer service rep stuck to her word and would not cancel service. So I asked to talk to a supervisor that told me the same thing. If neither of them can do anything and both of them have no power where is the line that gets drawn to call you a customer service rep and their manager. When its completely clear that neither has the power to do anything but write up anoher fail ticket. This supervisor refused to cancel my service, stated to me that he knew and could physically see that number I needed but he needed me to verbally tell him so he could continue with the cancelltion. He wanted me to give him a number I was never given in the first place. Can you believe this?? Bottom line, nobody would let me cancel my service. I ended up getting and executive office number and contacted them their. The executive couldn't believe that I had to go this high in command and she couldn't believe that nobody was helping me or letting me cancel my service. She noted my account for cancelation took my number and told me that she was going to send this off to their wonderful, hardworking technicians to go ahead and cancel service, and if they had any further questions that one of the techs would contact me. Now, this was at 11:00am on the 22nd of Jan. 2010. So, we will see if anything gets done.
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Workaholic
December 11, 2008
Transfer of internet service to new office.
Our business has been doing well. So well, that we needed to move to a bigger office within the same building. I called today to set an appointment to move our service. The standard activations charges applied. Not a surprise. What surprised me is that they will move our internet lines to the new office location but it will not be up and running until 3 business days later. Can you believe that? I asked how that can be possible. As a business that sells businesses internet service, I don't understand how they find being out of internet service (just because of a move) acceptable.
Being that I feel there should always be a solution to a problem, I asked how do business work around this "out of service for 3 business days" situation. I was told we would have to pay for a new line and activation at the new office (a total of $151.39 plus tax) and schedule that prior to moving our exsisting lines. THEN, when the next appointment to move our line arrives, we can cancel that newly activated single internet line. BUT, there is a minimum charge of a full month of service.
RIDICULOUS! No wonder they are filing for Chapter 11. They might just be considered the GM/FORD of the internet world. You can't bail these guys out because their business practices are ridiculous. Why should it take 3 business days for an existing service/customer to get internet service. I don't mean to be pushy on the subject, but it just doesn't make sense and I can't see why no one at Hawaiian Telcom recognizes this as a problem. I understand down time due to weather or technical problems but to have a situation where you can not provide an existing client service in a timely matter (within a few hours) is ridiculous. A technician doesn't even have to come out and activate anything 3 days later. If it is a matter of posting the modem or sending a signal, why can't they have that a self service feature? This is a big problem that I can't believe still exsist in at this time where they understand how vital the internet is for business.
Bottom line? Think twice about ordering this service if you think your business will be moving within a year. Too much of a headache and unnecessary charges.
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