here is a strange experience - happened to me somewhat recently.
i use verizon DSL now, but i previously used AT&T. one night my DSL with at&t stopped working. i tried various quick fixes, restarting the computer, reinstalling the software, turning the modem off and on - all of which had been recommended to me on prior occasions when something went wrong. this time though, it did not help.
i called customer service. when you call, you are given two broad options: phone service or DSL. it seems that the phone service and DSL divisions are pretty separate and people in one area can't help you in another. you'll see how this is relevant in a bit. under the DSL menu, there are 3 options: (1) ordering, (2) installation, (3) current service.
of course, i select option 3. then i wait. no big deal. something i expected. i listen to music for a while and every few minutes a recorded message tells me "to please wait on the line as calls are answered in the order that they are received." makes sense. i wait and wait. 4 hours on the phone. nothing happens. never get in touch with someone. not too happy. the next day, i call again. same thing. this time i wait for 2 hours. then i call back and try option 2. get in touch with someone in about 10 mins. i tell them my problem. they recommend the quick fixes, which doesn't help, and then tell me that they have to transfer me to technical support - or option 3. i say that that number doesn't work, tell him how i waited for hours on multiple days with no one picking up. he says it must have been a glitch and transfers me. same thing as before. waiting for hours. nothing happens. i hang up.
next day i call again, now in the morning. wait 1.5 hours. nothing. call in the afternoon. another 1.5 hours with no response. just the music and recorded message. i call back and use option 1 (ordering) or option 2 (installation) and tell them how my DSL has not been working for days and that i have been unable to reach anyone for help using the option 3 number. i ask them if they can help me - maybe send me a brand new installation kit as my modem is most likely defective. they say they cannot. not their department. need to contact technical support. i ask on two different occasions if they can verify that the technical support number is working and that there are people there manning the lines. they say yes. one person says they will transfer me using an internal number - a direct line. i'm skeptical, but i really have no choice. i get transferred. same as before.
i write an email to AT&T customer support telling them of my problems - specifically how i keep on getting directed to the technical support line but no one has ever picked up - and asking for someone to contact me by phone to resolve the problem. the next day i get a response: "we are sorry to hear about your recent problems with at&t DSL service. please contact customer support for assistance" and the number they give is the exact number i said in my email that i was unable to reach anyone. not helpful.
the next day, i call to cancel my DSL service (which fortunately is also option 1). they ask why. i say it's not working and i can't get anyone to help me to fix it. they offer to transfer me to technical support. before i can say no, i am transferred. call back, now in a less nice tone. i say: "please cancel my DSL service immediately!" they ask why. i say "HORRIBLE CUSTOMER SERVICE!" they ask to elaborate. i tell them that i would prefer not to.
of course, the whole situation was ridiculous - how my complaint was that no one ever picked up at the help number but despite this, all they would do is transfer me there. that doesn't make any sense. but my real question is: what happened. i mean AT&T is a HUGE company. how is it possible that their customer service for DSL customers was not working. was it just out for that week (4 or 5 days to be exact) and they didn't know it. does it work now. how many people were in my situation and called and had the same thing happen.
very odd. i hope my verizon never goes out (knock on wood).
i use verizon DSL now, but i previously used AT&T. one night my DSL with at&t stopped working. i tried various quick fixes, restarting the computer, reinstalling the software, turning the modem off and on - all of which had been recommended to me on prior occasions when something went wrong. this time though, it did not help.
i called customer service. when you call, you are given two broad options: phone service or DSL. it seems that the phone service and DSL divisions are pretty separate and people in one area can't help you in another. you'll see how this is relevant in a bit. under the DSL menu, there are 3 options: (1) ordering, (2) installation, (3) current service.
of course, i select option 3. then i wait. no big deal. something i expected. i listen to music for a while and every few minutes a recorded message tells me "to please wait on the line as calls are answered in the order that they are received." makes sense. i wait and wait. 4 hours on the phone. nothing happens. never get in touch with someone. not too happy. the next day, i call again. same thing. this time i wait for 2 hours. then i call back and try option 2. get in touch with someone in about 10 mins. i tell them my problem. they recommend the quick fixes, which doesn't help, and then tell me that they have to transfer me to technical support - or option 3. i say that that number doesn't work, tell him how i waited for hours on multiple days with no one picking up. he says it must have been a glitch and transfers me. same thing as before. waiting for hours. nothing happens. i hang up.
next day i call again, now in the morning. wait 1.5 hours. nothing. call in the afternoon. another 1.5 hours with no response. just the music and recorded message. i call back and use option 1 (ordering) or option 2 (installation) and tell them how my DSL has not been working for days and that i have been unable to reach anyone for help using the option 3 number. i ask them if they can help me - maybe send me a brand new installation kit as my modem is most likely defective. they say they cannot. not their department. need to contact technical support. i ask on two different occasions if they can verify that the technical support number is working and that there are people there manning the lines. they say yes. one person says they will transfer me using an internal number - a direct line. i'm skeptical, but i really have no choice. i get transferred. same as before.
i write an email to AT&T customer support telling them of my problems - specifically how i keep on getting directed to the technical support line but no one has ever picked up - and asking for someone to contact me by phone to resolve the problem. the next day i get a response: "we are sorry to hear about your recent problems with at&t DSL service. please contact customer support for assistance" and the number they give is the exact number i said in my email that i was unable to reach anyone. not helpful.
the next day, i call to cancel my DSL service (which fortunately is also option 1). they ask why. i say it's not working and i can't get anyone to help me to fix it. they offer to transfer me to technical support. before i can say no, i am transferred. call back, now in a less nice tone. i say: "please cancel my DSL service immediately!" they ask why. i say "HORRIBLE CUSTOMER SERVICE!" they ask to elaborate. i tell them that i would prefer not to.
of course, the whole situation was ridiculous - how my complaint was that no one ever picked up at the help number but despite this, all they would do is transfer me there. that doesn't make any sense. but my real question is: what happened. i mean AT&T is a HUGE company. how is it possible that their customer service for DSL customers was not working. was it just out for that week (4 or 5 days to be exact) and they didn't know it. does it work now. how many people were in my situation and called and had the same thing happen.
very odd. i hope my verizon never goes out (knock on wood).
