My plan: $19.95/month, 6 mbps
Equipment: $10/month, ATT DSL Modem
The ATT rep promised that 6mbps was sufficient to stream 1080p through a wired connection to my Roku. It is not. Not even close.
The monthly bill is not for $19.95. It's for $47.95 with a $28.00 credit. There's also charges for "Home Networking Plus" of $0, and "Internet Services" charges of $1.95. The result of all of this means I never can say with any certainty whether the bill I'm paying is accurate. And that's not to say that the bill isn't accurate, but that I can't verify the accuracy because it's so cryptic.
I made the mistake of calling ATT to verify bill accuracy, and to return the non-working modem they sent me. I spoke with a total of 7 people over a 90 minute period. Every single person except the last did something wrong. Normally, the mistake was not being able to help and stating they were going to transfer me to the right person and then ultimately transferring me to the wrong department. The other mistake was not noting the changes they made to my account and then transferring me to the next person who was not able to help me because the previous person had not documented the changes made. It was not until I spoke with the last person, Robert Hughes, that I finally had someone take care of everything in one spoke. He was quick, informative, and just plain fantastic in comparison to the previous 6.
The experience has me so flustered, I'm considering canceling my DSL service, getting rid of my ATT iphone (I'm out of contract), and avoiding ATT to the extent possible from here forward. Their customer service is terrible, and their online systems are buggy and request things like a username when everything else requests your account number (To this day, I have no idea what my DSL username and password is.). Why is online authentication different then authentication when you call in? It's all just so poorly organised and executed that I'm ready to abandon ship and shout expletives from the roof tops.
Conslusion:
Bad on-boarding (sale's reps misrepresentations)
Bad product service (bad internet service, bad modem)
Bad customer service (terrible customer service vendors)
0 comments