Well, we finally got the internet back up. Turns out that the new account they accidentally switched us to was incompatible with the original jacks that the DSL modem was connected to, so they had to send a technician out to fiddle with a few things outside our house.
Thanks to a few folks for suggesting other internet providers like sonic.net - we'll take a look at them. Any other suggestions? Also, we were planning on getting a land line at some point - given this experience, we'd prefer not to open a new account with AT&T... but aren't sure who else we would be able to go through. Anyone have recommendations?
On a less-negative note, some recent happenings:
- In our community group, we finished a study of the book Emotionally Healthy Spirituality by Pete Scazzero, of New Life Fellowship in NYC. It's been eye-opening to consider the role of emotions and contemplation in my life to help me to love God well, love others well, and love myself well. I'll try to write more in-depth about this in a separate post.
- S and I have found that an easy, somewhat unique, and tasty way of entertaining folks for a meal (small group, 4-6 people) is to buy some pizza dough at Willlow Street Pizza, pick up toppings at Trader Joe's, and use our pizza stone to bake up a few pies. We had my parents and some of my aunts over tonight (one on her first trip to America from Taiwan) and they were a hit - margherita, chicken pesto, and mushroom/onion/fontina.
- We finished season 1 of Chuck. Highly entertaining and it was nice to get back to some light-hearted fare after Lost and Dexter. Reminds me of a not-so-serious version of Alias. I can totally relate to Chuck's geek-ness and have already begun annoying S with quotes from the season.
- Some people might remember my rather-irrational refusal to get into the Harry Potter series during the height of its popularity. Well, I've finally caved. 2 books down. Also nearly done with "Band of Brothers."
Showing posts with label bad customer service. Show all posts
Showing posts with label bad customer service. Show all posts
Tuesday, June 22, 2010
Monday, June 21, 2010
Hate-T&T
Our DSL internet has been off since last Thursday, leading to a gradually increasing level of frustration with a certain company that rhymes with the title of this post, and an inability to keep up with my weekdaily posting. Here's the chronology of events:
Last Tuesday: S calls the company regarding our account's bill, and to change the name on the account. For some reason, unbeknownst to us, the account rep doesn't make a modification to our current account, but actually puts in a delete order for our current account and sets up a new account for the new name.
Thursday morning: Internet is off. I spend 2 hours on the phone with technical support thinking that there's a problem with the modem. We're unable to get it to work. The technical support people don't think to check the status of our account.
Thursday afternoon: S takes over and finds out that our internet is off because of the aforementioned snafu with deleting and then creating a new account. Nobody seems to know how to get the new account to work with our new modem, or to re-enable the old account. Then the office closes at 5 pm EDT.
Fri-Sun - out of town
Monday - S calls again and is put on hold for an hour, after which point she needs to go back to work. I call again and find out that nobody is available after 2 pm PDT/5 pm EDT.
Couple points of frustration here:
1) Not having internet is really inconvenient in this day and age. I'm not able to work from home, it's a lot harder to access information/connect with people, less access to entertainment.
2) They caused the problem and haven't been able to fix it. After this gets resolved we still need to be compensated for the days of missing service.
3) We're tempted to try switching to another broadband internet provider that rhymes with Tomcast, but we've heard equally bad comments on their customer service, so we may be stuck.
Last Tuesday: S calls the company regarding our account's bill, and to change the name on the account. For some reason, unbeknownst to us, the account rep doesn't make a modification to our current account, but actually puts in a delete order for our current account and sets up a new account for the new name.
Thursday morning: Internet is off. I spend 2 hours on the phone with technical support thinking that there's a problem with the modem. We're unable to get it to work. The technical support people don't think to check the status of our account.
Thursday afternoon: S takes over and finds out that our internet is off because of the aforementioned snafu with deleting and then creating a new account. Nobody seems to know how to get the new account to work with our new modem, or to re-enable the old account. Then the office closes at 5 pm EDT.
Fri-Sun - out of town
Monday - S calls again and is put on hold for an hour, after which point she needs to go back to work. I call again and find out that nobody is available after 2 pm PDT/5 pm EDT.
Couple points of frustration here:
1) Not having internet is really inconvenient in this day and age. I'm not able to work from home, it's a lot harder to access information/connect with people, less access to entertainment.
2) They caused the problem and haven't been able to fix it. After this gets resolved we still need to be compensated for the days of missing service.
3) We're tempted to try switching to another broadband internet provider that rhymes with Tomcast, but we've heard equally bad comments on their customer service, so we may be stuck.
Subscribe to:
Posts (Atom)