As of AT&T Connectech technicians are not allowed to tell the customer that appointments are limited to a maximum time of 30 minutes over the phone. The subscription department lies to the customers just to sell them a subscription. They tell the customers that the technicians can connect to their computer with no Internet connection and even if the computer is turned off.
The technicians are obligated to work on 2 or more appointments at the same time by phone or chat. They are also expected to complete 2 or more appointments per hour. The customer will get hung up on 20-30 min into the appointment no matter how much or little has been accomplished, and the time starts at the moment that the technician answers the phone. If the call is a no Internet connection, the call will be ended at 20 min with the customer being either hung up on or transferred back to DSL support. If the call is not a no Internet connection, the call will be ended at 30 min with the customer being either hung up on or told to call back. This is because at 20 min into a call, the technician will be
rudely harassed, distracted, interrupted, and threatened with termination by a supervisor via their instant messaging and chatroom system until that call is ended.
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. It's not about customer service; it's about numbers and quotas.
The subscription plan has an early termination fee of 10 dollars per month until the yearly subscription billed at 15 dollars per month ends for them. The other non subscription services have a 5 day warranty and cover only that specific issue, and anything else will require purchasing yet another service.
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