28. September 2009 by admin.

This is the final installment of the AT&T saga.I called to terminate the service on the air card today. The initial customer service rep was very courteous and understanding, but the call had to be transferred to another department in order to terminate the service.  the rep was courteous, as I expected he would be but I quickly lost patience when he first suggested that the early termination fee could not be waived until someone from the tech support department recommended that it be waived. I asked whom I needed to speak to that I hadn’t already spoken to.  His next suggestion was that I convert the data number into a cell number and then find someone to take it over, at&t would handle all of it pending standard credit approval processes.  That had been suggested before.  I responded that I really didn’t think I should have to jump through hoops to get this done, it wasn’t my failure to perform that was causing the problem.  He had another suggestion, that I find someone to take financial responsibility for the plan and transfer it to them.  Agan, this is not my problem; it’s AT&T’s.  My final suggestion was that I’ll just pay the fee and make sure the world hears about it.  That’s where you, the reader comes in.No, everyone isn’t going to have this problem.  But when you are evaluating a mobility solution for your family or your business, you need to understand that AT&T doesn’t make any claims that the service will work when you need it most.

Posted in Uncategorized | No Comments »

31. August 2009 by admin.

Today while I was at Kyle’s birthday party at the skating rink, I got a voice mail from AT&T.  If I was still having problems, I was to call the same number I called before, use the pin and reference the case number.  I got home a little after 5, and it was probably 5:30 by the time I decided to try again to connect, and to call the support number.  When I called the support number, the recording identified the center as AT&T Enterprise Technical Support Center for Wireless Services. I was asked to enter my PIN number. The call was automated-transfered.  the recording advised me that the offices were closed, that the hours of operation were 9 am to 6 pm Eastern time and they are closed on Sunday, and I should try agian during the business hours.

I thought this was going to be a number that I could call when it wasn’t working, separate from the normal course of things.

Additionally, it suddenly occurred to me:  Does AT&T really want me to believe that there is much more data traffic at 5am on Sunday morning than at 7pm on Thursday?

Posted in Uncategorized | No Comments »

31. August 2009 by admin.

Wednesday evening I got a voice mail from AT&T support to the effect that they couldn’t find anythign wrong at the tower, and if i was still having trouble I needed to contact them at the number provided, with the case ID and pin number.  thursday I did contact that number and spoke with a support rep.  He wanted to know if I was still having trouble.  I’m starting to wonder what happens to the notes that are supposed to be taken during these conversations, because the notes should indicate that I don’t have trouble connecting during the week.  That would indicate that Wednesday I wouldn’t be having trouble.  Thursday I wouldn’t hbe having trouble.  And when I was at a different location I wouldn’t be having trouble, which would be Wednesday and Thursday when they were calling me and I was calling them.  All this stuff is in teh notes they’re supposed to be adding to the case.

Saturday I hopped on the ‘net about 7 am, and before 8″30 I got kicked off.  I’m still not able to connect, and it’s 12 noon Saturday.  The rep did say on Thursday that it’s possible that there’s just too much data traffic at our tower on the weekends.  The conversation Thursday indicated that the support rep with whom I spoke on that day would be calling me on Saturday around 7 in teh evening to see if I was still having problems.

Where will that leave me?  AT&T should be able to look at the traffic at that tower, and, if the traffic load is the problem, it seems that AT&T can be compelled to do something to provide the service we’re paying for.  AT&T’s position, as stated to me so far, is that they don’t guarantee service 24/7.  At what point can it be concluded that AT&T has a responsibility to upgrade the infrastructure to provide advertised and contracted service, rather than hiding behind “not guaranteeing service 24/7?”  This is not a case of “not guaranteeing service 24/7.”  This is predictable service interruption, and once it becomes predictable, does AT&T not have a contractual obligation to take measures to remedy the situation?

Posted in Uncategorized | No Comments »