I ordered HSI Elite DSL service at the end of Jan. 09. When I received my DSL modem the invoice stated the date of activity was to start on Feb. 4th.
The modem was contected with little difficulty on my end. The system worked for less than a day then it started to slow at first then freeze completely.
I called tech support and was totally dissatified with the service that I was given from the first call onward.
To begin with I could not understand the person on the other end of the line and it was down hill from there.
I went thru 4 or 5 different tech's the first night to no avail.
When the service went totally out and the DSL light was flashing green and red I was finally connected to someone that wrote up a work issue ticket.
A tech was sent to my home and found a problem with something in the line. He made some adjustments and service was working again but only temporarily. It ceased working within less than an hour after he left.
We had no DSL service until Feb. 19. From Feb. 4th until Feb. 19 I was on the phone being passed from one 800# to another while being on hold for at the very least 20 mins in between each department transfer.
I was lucky enough a couple of times to get to talk to someone that was not rude and was somewhat helpful but, that was not the majority of my calls.
It's hard for me to believe that a company as large as AT&T would have such atrocious customer service.
After all of the non-service I recieved I was only compensated for the time that my DSL service was unavailable which was a total of $22.50 off my bill.
This is unexceptable and insulting.
Customer service should rank right up there with quality of actual service provided.
This company truly needs to make improvements in this area.
Word of mouth can make or break a business and at this point if I was asked to give a review it would not be good or if I would recomend AT&T my answer would be, based only on customer service, NO WAY.
It seems like in this bad economy customers would be listened to and worked with diligently to be sure to keep in business.
I'm as sure that this review will not make a bit of difference in the level of service provided, just as sure as I am that the phone calls are not recorded and the likelyhood of getting a return call if disconected is pretty nonexsistant.
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