AT&T
Urgent medical office line repair never completed on time

As the director of an acute care medical practice, we placed an 8AM call to ATT WIRED Customer Service about a data/fax line that was providing a continuous busy signal. We checked all of our equipment and found no problems. The ATT automated attendant, after confirming line trouble offered an "earliest repair" in 48 hours. After tricking the automated system, we spoke to an operator who ordered an "expedited" repair order for "no later than 7 PM that day. We had the entire office waiting until 8 PM and the tech never showed. ATT said he had been dispatched and was "probably working outside". They left the repair tech a voice mail to call us and let us know what he was up to. We had gone all day with no data, no ecg reports, no imaging reports, no laboratory reports. The tech did not call until 9 PM to tell us he had been on the way at 7 PM but didn't think we would be at the office so late. He suggested we call back for an appointment the next day. Hospitals and patients were calling after hours for reports. We asked ATT to make the repair "URGENT" for a medical facility. In essence, "NO CAN DO" is the response we got. Beware of att. Medical emergencies don't phase them one bit. We changed service the next day.

Company: AT&T
Country: USA

  <     >