I lose my Internet, and the AT&T response is incredible!

  • Posted by a hidden member.
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    May 25, 2014 10:07 PM GMT
    Yesterday (Saturday) the Internet on this computer goes down. "You Are Not Connected To The Internet" appears on my screen.

    I suppose I should have done more troubleshooting myself, but I just picked up the phone and called AT&T. "Where's my Internet?"

    "We show your service is normal." And BTW, they answered as soon as I called, no wait.

    I checked around, and my husband's iMac, which is hard wired to the router, was fine. But my own iMac, our 2 iPads, our 2 iPhones, and the HP printer, had no WiFi. Looks like the Wi-Fi failed.

    So while I'm talking on the phone with AT&T I reboot the router. Wi-Fi returns. Odd, because we had no power interruption, and we have a uninterruptible battery back-up on it.

    They said we'll send a technician to your house tomorrow. I ask on a Sunday? Really? Yes, sir.

    And he shows up on time today, a couple of hours ago. Says our router has a Wi-Fi problem. It's not uncommon. He replaces it for free with a new one, no charge.

    Then he takes each of our 6 wireless devices - our 2 iPads, our 2 iPhones, my iMac, and our HP printer, and he enters the new passcode for the new router himself. I said I can do it myself but he insists on doing it himself. My husband's iMac is hard-wired to the router and requires no code.

    Now we're back on line, and I'm like - WOW! This guy did this all for us. And when he left I tried to give him a $100 tip.

    He refused. He said tips aren't allowed. He said somebody might report him. And I said: "WHO? **WE** won't report you. Take it, who the hell's gonna report you?" No, he insisted, I'm not allowed. And so he left without any money.

    Well, we did take his supervisor's name & number from him. When Tuesday comes (Monday is a US national holiday) this young guy is gonna get such a glowing report... well, I dunno who his supervisor is, and if it will amount to anything, but he's gonna get it.

    A full $100-dollars worth of praise, that he wouldn't accept in cash. Whether it does him any good you never know. icon_confused.gif


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    May 25, 2014 10:19 PM GMT
    Be careful with that report, and don't mention him entering the passcode on all your devices. To you it may seem like a good deed, but to the company it may seem like a waste of time.

    Like the saying goes: "No good deed goes unpunished." icon_wink.gif
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    May 25, 2014 10:43 PM GMT
    I can't believe I'm actually reading a positive report about AT&T customer service. I literally HATE that company! They have been nothing short of evil to deal with. I wish I had back all the hours I've spent on hold waiting to talk to a human being. For years they charged me 125 bucks a month for my cell service when T-Mobile only wanted 79.99. I called in to cancel my contract but they told me I was a day too late and made me wait another year to get out of it. They were also charging me 140 dollars a month at my business when Cox only wanted 125. Same deal there. They kept trying to trap me into my contract and never would help me when I had service issues.

    Not to mention, AT&T gave 426,000.00 to Conservative, anti-gay causes last year alone. I don't give my money to corporations like that now that I know better.
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    May 25, 2014 11:17 PM GMT
    LOL. $100 tip? He probably thought it was a setup. Now he's never going to want to come back, if your service goes out again.

    If you really want to help the guy out, then go to the ATT FB page or Twitter, and leave a kind comment about your experience.

    Personally, I've had the best experience with Verizon Fios techs. They have people skills AND they're technically knowledgeable. Can't say the same for cable company "techs".. Seems like anyone with a pulse can get that job.
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    May 26, 2014 2:47 AM GMT
    Yeah, I've had Comcast come by to figure out my problem, which ended up being an issue (as they said) "between my place and the street". Then I find an $25 charge for the service call on my bill. WTF. Yeah, they don't know me and when I tore them a new one, they reverse the charge. OMG, rip everyone off!
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    May 26, 2014 5:36 AM GMT
    xrichx saidLOL. $100 tip? He probably thought it was a setup. Now he's never going to want to come back, if your service goes out again.

    True. Two older guys living together and one of them offers him money? Sketchy.

    But not as bad as what I did. I was downloading porn, walked away, forgot about it, and the screen saver kicked in. After it downloaded the porn it started playing it (over and over), but there was no sound. When the repairman arrived we went to my computer and I moved the mouse to bring the screen back and there were 2 guys fucking on my screen. To say that I was embarrassed would be an understatement.
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    May 26, 2014 5:53 AM GMT
    Lumpyoatmeal said
    xrichx saidLOL. $100 tip? He probably thought it was a setup. Now he's never going to want to come back, if your service goes out again.

    True. Two older guys living together and one of them offers him money? Sketchy.

    But not as bad as what I did. I was downloading porn, walked away, forgot about it, and the screen saver kicked in. After it downloaded the porn it started playing it (over and over), but there was no sound. When the repairman arrived we went to my computer and I moved the mouse to bring the screen back and there were 2 guys fucking on my screen. To say that I was embarrassed would be an understatement.

    I just create a fresh user profile in windows ahead of time, in case the tech needs to run diagnostics software. I also have a spare laptop that is clean and doesn't have any personal data. icon_biggrin.gif

    But yeah, techs aren't allowed to take tips. But I at least offer them a bottle of water or whatever soft drink I have in the fridge.
  • topathlete

    Posts: 882

    May 26, 2014 10:32 PM GMT
    If there is any question if he did more than he was supposed to do you don't need to go into detail. Keep it at a high level and say how satisfied you were with the entire customer experience including his support. That kind of feedback especially personal can make a big difference. I believe if you are willing to complain when circumstances warrant it you should be just as willing to provide a compliment.
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    May 29, 2014 8:05 PM GMT
    ATT Uverse has a online menu to troubleshoot certain problems, with TV, Internet, Phone, so far, I have only encountered pixelated TV picture. You can self reboot the WiFi box through the instructions, it will ask you if it solved the problem or not. Rebooting yourself will save a call to ATT tech support, sometimes the router does go bad and will need to be replaced

    From remote

    Menu
    Help
    Troubleshoot