The cable in my neighborhood has been strung across the road and my driveway as well as my neighbor's driveway for more than 6 weeks. We called 2 weeks ago and were told that the cable company dropped the ball and forgot to submit the work order to have the cable properly placed when they had done some maintenance but that it would be fixed by the end of the week. It still hasn't happened.
Tonight when I arrived home from work, my cable was out. I called tonight to report that my cable was out (8 May) and was told by "Bill" that no one could come out tonight. When I asked to speak with a manager, Bill stated "he won't be able to send anyone tonight."
FOUR times I repeated my request to speak with a manager and each time Bill YELLED at me and told me that the manager would not be able to help me tonight.
Finally, Bill the "Customer Care Specialist" directed my call to Mr. Carlos Gomez. I was already upset due to my encounter with Bill, and I tried to explain my frustration to Mr. Gomez but he continued to talk over me and was not LISTENING to what I was trying to convey. I told him that he wasn't listening to me because he was too busy talking over me to hear what I was saying. Then to make matters worse he told me that he was sorry that no one could come out tonight and fix my cable... Please... Don't patronize me! I knew he wasn't sorry and could care less if or when my cable gets fixed... After all, it's been more than 6 weeks!
I did not receive "World Class Customer Service" and did not feel like I was being listened to. I asked to speak with Mr. Gomez' supervisor and he told me he didn't have one! (That's when I concluded that I must be speaking to either the CEO or the owner of AT&T Broadband. Since when does the manager think he owns the company?)
Mr. Gomez finally told me that I could call Loraina Revera in the morning. I asked her position and he told me that she was in "management." I told him that I wanted to be called by her at work and he told me that I would need to be home to get the cable fixed. I told him that I work and that it wasn't possible. Mr. Gomez refused to take my work phone number but told me that I could call Ms. Revera after 9am.
Based on my experience, it is obvious to me that the employees that are refered to as "customer care specialists" do not "walk the talk" of the company and may not be familiar with the mission statement or vision of the corporation. AT&T Broadband has made a reputation for itself for not providing adequate service or customer service. I know that I did not receive "customer service" tonight and needless to say am not happy with the service of AT&T or the lack of customer service.
I would like to be able to speak with someone in the company who truly cares about me (the customer) and is willing to listen and assist. I wonder if the CEO knows how the people that are paying his salary are being treated.
Bernie
jacksonville, florida
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