Att Wireless Svc
Unhelped & blown off

I recently rebuilt my families home after katrina destroyed it. One off the things that we were excited about was finally having a real home phone again. Now don't get me wrong, but cell phones are pricy, the sevice isn'always as good as it should be and with three kids they can be a pain in the butt. The church that we go to understood that the kids were involved with schoolwork on the computer so they gave us a computer for them to use. That gift was combined with the joy that my children had at having a phone when I also listened to At&t on the t.V. And ordered there wireless computer package with their phone service. Thats when the problems started. The first problem was that I could not get the great eMac computer that the church had given to my kids to work because of the age of the device. That did't come to light until I'd spent about 1 and a half hours on the phone with them trying to get online using the modum they said I needed and sold to me for $100.00. Only when the system that they were supposed to be able to help me with told me this and I then in turn told them was the problem understood. So of course, I went about for about 5 or 6 days trying to find out how to fix the problem. After about 3 different operators from Macintosh I finally got one that was honest with me. "It will be cheaper and to your benifit to just replace the computer, even tho I'm not supposed to tell you that." So, looking at the fact that I'd already gone this far, I decided to go and get the kids a computer. Then incomes Walmart. They advertised on display a pretty nice toshiba for $398.00. I get some good answeres from the salesperson, so I trusted him enough to get the computer. When I get it home I again try to activate my account, again using the services of at&t's DSL's help line. The person on the phone is very polite and helpfull. The problem that we had is that she could not figure out how to get me hooked up to the internet at all. No matter what she tried it just would't work. After two hours and forty-five minuites with her she tells me that indeed it's still a computer problem and is connecting me with tech support to fix the issue. This is o.K. So I wait some more for them to answere the phone. When I finally get to a person I'm told that this is a fee based service for my computer. "We can definately fix the issue for a one time fee of yet another $100.00 and a monthly bill of no more than $15.00. When I explain to her what's been going on she kick's it off on her computer to her supervisor who says that it is not a tech support issue, but DSL. Send him back and ask to speak to a supervisor from DSL services. When I do this I'm greeted with a very friendly man named Dave. Dave appologises very much and gives me to a girl named Breanne. Now this Breanne takes me through the steps and gets everything that needs fixing fixed. She accomplised more in one hour than any person that I had dealt with through At&t in the week and a half since I started this project. We are then to the point where we need to get the wireless part of my service working. Whoops, there is aproblem. It seems that the "toshiba" that I had purchased was not a toshiba at all, but a compaq. And to add insult to injury, the wireless ant. Was not working for some reason. Her suggestion? Take it back. Replace it and it should work. When I do this, Wal-mart tells me that they can give me a refund or I can swap. I bring up the difference in the display type of computer I paid for and the one I actually got and a manager was involved. This manager took me to the back where the computers were, showed me a better toshiba because they were sold out of the toshiba's that were on display, but because of all the problems with the mix-up they sold me a much better toshiba than what was origanally offered and at the same price as the one on sale. Fantastic. Problem solved. So here I am back at this thing. To Prevent any mistakes I call At&t again to get Breanne's help in finishing this up. "No can do.", says the new helper.

I can't connect you with Breanne, But I'm positive that I can help you. I'm pretty good at this. So off we go again. I pretty much got my wireless working by myself for one. Then it comes down to putting Mcafee security in the computer, but this can't be done because the computer was sold with a different security system that won't allow the new system to download. But wait, Breanne was in the process of getting to that when we found that the last computer was broken. He tell's me that there is nothing that he can do since he doesn't know how to take care of that problem. Well, put Breanne back on or get someone that can help me. Now it's not only that he doesn't know how to do it, it's not allowed and Breanne was mistaken in trying to help me get the service that was offered in the first place. He's sorry that I've had to time after time spend hour after hour (a totall of 9 to be closer to the truth) to get this fast and easy thing done, but he is unable to help. Fine, get me a supervisor. He can do this, but he also assures me that the supervisor will just tell me the same thing, which he did. This supervisor finally suggested, after 9 hours of phone time, countless air filled scripted policy appologies and almost two weeks of frustration, not to mention the $700.00 and some odd dollars in monies that was spent in order to get this fast and easy service initiated, that if I was unhappy I could call billing on monday to have the service cancelled. That's my story. I feel like I've been rode hard and put away wet. Any suggestions? Don't forget the one year term agreement. Thank You. And thank you Breanne BP498D.

Company: Att Wireless Svc
Country: USA

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