Last Friday, (nine days ago) my phone was without a dial tone. I called AT&Trepair service and was promised that it would be fixed in six days. This was unacceptable to me, but I had no choice but to wait.
The deadline passed with no service, so I called again and was assured that I was at the top of the repair list. Twenty-eight hours later, nothing had been done. I spoke to five supervisor/managers over a three-day period before someone finally fixed the phone on Sunday afternoon. The actual repair took less than three minutes. One manager told me the new dispatch system doesn't work. She was so right. All of the company's representatives were lying to me. Everything is done by computer; the technicians don't speak with a human, and there is no prioritized repair list at all.
The main hub for repair is in El Paso. I live in Michigan! I guess I should be glad that at least the managers were all English-speakers and weren't based in Mumbai! That is undoubtedly the next step downward. The only reason I have service today is that I became AT&T's worst nightmare until the last manager finally called dispatch herself and got in touch with the technician assigned to my case. Who knows how long I would have been without service otherwise? I wonder if it would ever have been fixed.
Since AT&T bought out the competition, their technicians are forced to work ten-hour days, and I have it on good authority that further layoffs will occur in September. AT&T has a virtual monopoly in our area. I have heard that they want to phase out land lines entirely and provide cell service only. They have bought out my excellent cell provider, so I no longer have any faith in that option either. Please join me in making complaints to your local Better Business Bureau, your state public service commission, your state attorney general's office, your newspaper's letters to the editor department, and anywhere else that you can think of if you have had any problems at all with AT&T. They are getting away with totally unacceptable behavior. AT&T is the worst company I have ever dealt with. Let's let them and the authorities know how we feel about this.
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