The online remotetechnology services offered by ATT Connectech are provided through PlumChoiceOnline PC Services. PlumChoice also providestechnical support for other companies such as McAfee and RadioShack to name afew. This means that when you arespeaking to a technician over the phone from ATT Connectech, you are actuallyspeaking to a technician from PlumChoice. The technician cannot say that they work for PlumChoice, whetherdirectly or via a staffing firm. Theyhave to say that they work for ATT Connectech because its a zero-toleranceoffense to say otherwise. Itspunished by immediate termination.
The technicians all work from home via Citrix servers andthey all communicate via IM chat clients where they talk all sorts of garbageabout their current customers, apart from sharing their technical knowledge forunknown problems. The technicians areobligated to work on 2 appointments at the same time at minimum and this alsomeans that they are not giving you their full and undivided attention. They are also expected to complete 1appointment per hour. To them, you arejust another appointment number to meet their quotas with the goal being totake as many appointments as possible per hour.in fact, there are weekly competitions for prizes with respect to theaforementioned.
When RadioShack sells you an ATT Connectech RemoteDiagnostic appointment for about 30 dollars, they dont tell you that youll becharged an additional 70 dollars after the 20 minute maximum diagnostic timelimit passes if you want the technician to continue working on theproblem. The additional 70 dollars willturn it into a Single Instance Service that costs 99 dollars total and is onlygood for one incident, so if you have a virus infection but then also cantconnect to the Internet, that single instance will only cover the no connectissue and not the original virus infection. To cover both problems, the customer will have to upgrade to eitherthe Monthly Subscription plan for 15 dollars or the Six Month plan for 150dollars, both of which provide 24/7 access to remote technology services.
To sum it all up, a no connect with a virus infection thatmight result in the operating system being reinstalled would cost about 115dollars not including tax. This isbecause a person cannot purchase any subscription plans unless theyve alreadypurchased a Single Instance Service that includes the remote diagnostic servicefor 99 dollars. If the problem turnsinto one requiring an onsite technician, then thats a separate fee that willcost 179 dollars.
The subscription department lies to the customers just tosell them a subscription. They tell themthat if they purchase a 6 month subscription, they will get the ATT InternetSecurity Suite (McAfee Internet Security) for free. The truth is that whether or not they get itfor free is completely unrelated to them purchasing any remote technicalsupport plan. Its based on how fast aDSL connection they are paying for. Thetop 2 fastest speeds get it for free and all others get it for 5 dollars amonth thats billed to their phone bill.
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