AT&T Sucks!
In an effort to be as vocal as possible, I am going to lament about my AT&T experiences here in this unassuming forum.
Between my mother and myself, we use a wide array of AT&T services, including AT&T Wireless (me), AT&T Local & Long Distance (mommy), and AT&T DSL (Mommy's name is on the bill, but I initiated the service).
Mom's been a loyal AT&T customer since Ma Bell split from her babies in 1984 and we've never used any long distance service other than AT&T, even when it would have been cheaper and more practical for us to do so (Mom works for Verizon). Lately, when SBC took over AT&T, we started using them for DSL service, even though I didn't have a working computer (unknown at the time). Since I didn't want to spend $200 to cancel service that appeared to work, I just figured I'd continue the service until we bought a new, working computer.
I should have canceled.
On September 8, when I got my new Dell, I called into AT&T to figure out why my service was spotty (and also get my username and password). I was greeted by an Indian woman, whom I could not understand, who wanted me to agree to spend $200 to have a DSL technician come out and fix my line. Since I'd just dropped $600 on a new computer and since the DSL line worked the last time my old computer did, I told her I'd speak with a manager. When I finally got a hold of said manager the next day (after waiting 2 hours on the phone), they told me the same thing, though with a slight variation -- "there is a 90% chance that the DSL technician will find the problem is with your outside line and they won't charge you anything. Oh and by the way, we're not really AT&T, we're Covad."
Covad? What the hell was Covad?
Covad is apparently the company that AT&T buys their DSL service from, then sells it to us poor unsuspecting souls. Covad, of course, is the company that provides the technical support from people who speak just enough English to greet you on the phone, but not enough to actually, you know, help you with a problem. AT&T never mentioned this part, of course, when getting me to sign up. Moreover, who knew that DSL service is NOT regulated?
Anyway, so by this point, I've discovered that my mom pays an extra $7 a month for the "Complete Service Maintenance Plan", which I wrongfully assume covers our complete service. Silly Lexi. How dare you believe what you read!
On that Wednesday, I decide that I've had enough and I search online for the executive office of AT&T's phone number. Better than that, I was put through to Randall Stephenson's executive assistant. Sweet woman. I kind of feel bad for her that she works for the corporate scum of the universe. She gives me to the executive customer service line (people who always speak English well and stroke you appropriately) at (800) 355-9542. These are the people who kill you with kindness then pretend that no, no, even though you were sold a service (Insurance) that purported to be "complete", it only covers your phone maintenance, not your DSL line. Moreover, they will not make any adjustments and they will not waive their early termination fees. And yes, it is cheaper for you to continue paying $30/month for service you aren't receiving than it is for you to cancel your DSL service or get it fixed.
Have a great day.
I got a wee bit upset, but then my mom said "Why are you getting mad? Why are you upset? Get EVEN."
So after I finish this post, I'm going to start writing out my complaint to the State Attorney General's office, the FCC, the FTC, the press, and, of course, copy Randall Stephenson, CEO of the Worst Telecommunications Company on the Planet, AT&T. His contact information is, as follows:
Randall Stephenson, CEO, AT&T
175 E. Houston
San Antonio, TX 78205
rs2982@att.com (direct)
randall.stephenson@att.com
phone: 210-351-5401 (direct to his EA, whose name I forget)
fax 210-351-3553
I'll show you how to reach out and touch someone, Mr. Stephenson.
Between my mother and myself, we use a wide array of AT&T services, including AT&T Wireless (me), AT&T Local & Long Distance (mommy), and AT&T DSL (Mommy's name is on the bill, but I initiated the service).
Mom's been a loyal AT&T customer since Ma Bell split from her babies in 1984 and we've never used any long distance service other than AT&T, even when it would have been cheaper and more practical for us to do so (Mom works for Verizon). Lately, when SBC took over AT&T, we started using them for DSL service, even though I didn't have a working computer (unknown at the time). Since I didn't want to spend $200 to cancel service that appeared to work, I just figured I'd continue the service until we bought a new, working computer.
I should have canceled.
On September 8, when I got my new Dell, I called into AT&T to figure out why my service was spotty (and also get my username and password). I was greeted by an Indian woman, whom I could not understand, who wanted me to agree to spend $200 to have a DSL technician come out and fix my line. Since I'd just dropped $600 on a new computer and since the DSL line worked the last time my old computer did, I told her I'd speak with a manager. When I finally got a hold of said manager the next day (after waiting 2 hours on the phone), they told me the same thing, though with a slight variation -- "there is a 90% chance that the DSL technician will find the problem is with your outside line and they won't charge you anything. Oh and by the way, we're not really AT&T, we're Covad."
Covad? What the hell was Covad?
Covad is apparently the company that AT&T buys their DSL service from, then sells it to us poor unsuspecting souls. Covad, of course, is the company that provides the technical support from people who speak just enough English to greet you on the phone, but not enough to actually, you know, help you with a problem. AT&T never mentioned this part, of course, when getting me to sign up. Moreover, who knew that DSL service is NOT regulated?
Anyway, so by this point, I've discovered that my mom pays an extra $7 a month for the "Complete Service Maintenance Plan", which I wrongfully assume covers our complete service. Silly Lexi. How dare you believe what you read!
On that Wednesday, I decide that I've had enough and I search online for the executive office of AT&T's phone number. Better than that, I was put through to Randall Stephenson's executive assistant. Sweet woman. I kind of feel bad for her that she works for the corporate scum of the universe. She gives me to the executive customer service line (people who always speak English well and stroke you appropriately) at (800) 355-9542. These are the people who kill you with kindness then pretend that no, no, even though you were sold a service (Insurance) that purported to be "complete", it only covers your phone maintenance, not your DSL line. Moreover, they will not make any adjustments and they will not waive their early termination fees. And yes, it is cheaper for you to continue paying $30/month for service you aren't receiving than it is for you to cancel your DSL service or get it fixed.
Have a great day.
I got a wee bit upset, but then my mom said "Why are you getting mad? Why are you upset? Get EVEN."
So after I finish this post, I'm going to start writing out my complaint to the State Attorney General's office, the FCC, the FTC, the press, and, of course, copy Randall Stephenson, CEO of the Worst Telecommunications Company on the Planet, AT&T. His contact information is, as follows:
Randall Stephenson, CEO, AT&T
175 E. Houston
San Antonio, TX 78205
rs2982@att.com (direct)
randall.stephenson@att.com
phone: 210-351-5401 (direct to his EA, whose name I forget)
fax 210-351-3553
I'll show you how to reach out and touch someone, Mr. Stephenson.