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Sparkle (4)
AT&T, after 25 years of being your faithful customers—of shunning all other offers and closing the doors on your competitors—and you giving us faithful service (because you did), in our darkest hours of worry, when we needed you the most, you made promises you never meant to keep, and carelessly let us down with broken hearts.
Four days you kept us on hold, waiting for you to show; all the while our plans with the rest of our daily lives—four days worth with a workday requested taken off from work (not to be taken lightly)—were put on hold and longer delayed. A promise broken once, and sometimes even twice, can and may be forgiven. But three times…? Shame on us for being fooled yet a third time!
Our Friday agenda, with the weekend included: moving from our old home of residence into the new, and house phone, internet and cable secured.
Arrangements were made (at least 1 week in advance); an appointment was scheduled for Friday, January 13, 2012, with a window of 1:00 P.M. to 3:00 P.M.
Friday: Phone and internet were disconnected by 7:00 A.M. Hubby took Friday off from work, and we rushed with our morning’s obligations, preparing for our weekend move. We made sure we were waiting in our future residence with plenty of time to spare. Your man didn’t show until 3:30; “he was running late.”
It took him no more than 15 minutes to scout the premises and tell us that the necessary wire outside was broken and needed repair before he could proceed. He then promised that someone could possibly show up that same evening to make repairs, if overtime was taken by an individual. If not, then someone would most definitely be at the house by 10:30 A.M. at the latest. We were also told that no-one needed to be on the property when fixing the outside line, but we would receive a phone call advising us the repair was done, and when we needed to be back at the property to receive the inside installation.
Saturday: By about 3:00 P.M. no one had called and the line was not yet fixed. Hubby pulled out his cell phone and called AT&T, and was told, “Sorry! Our work ticket had been lost.” (Here my husband lost about one hour and a half on the phone.) So a new work order was created and arrangement made with “Dispatch.” Someone would arrive that evening to repair the wire, and to expect internet and phone connections on Sunday morning.
We took a deep breath, sighed heavy, and chalked it up as just one of those things!
Sunday: The wire was finally fixed by about 11:30. The nice gentleman called it in to say his ticket order was “closed.” He assured us that someone would be out to our place in the afternoon to make in-house connections.
By 3:30 P.M. we’d not received a phone call or seen a man from AT&T. Hubby got on the cell phone (uncomfortable to hold for any length of time) and wasted almost two hours on the phone. “Sorry! Can’t get anyone out there today, but we could re-schedule for next Friday.” By now hubby was angry but held it together. He told them next Friday was “unacceptable!” After much back-and-forth, holding and being transferred from one department to another, he was assured, yet again, that someone would be there tomorrow morning, without fail.
Monday: By noon we had not yet seen or heard from AT&T. Hubby got on his cell phone yet again and wasted over one hour with no good results. “Sorry! We cannot get anyone out there today. But we could re-schedule for next Friday.”
Unacceptable, cried out hubby again! You either get someone out here today or we are cancelling everything with you, today. After more waiting and being transferred someone said that they could get a man out here “tomorrow morning, Tuesday.”
Having already lost one day of work for AT&T and here’s Monday with nothing to show for it, why would we trust them with another day? They didn’t flinch or care when we canceled and broke our ties with them. I actually cried at their lack of understanding or care for our time.
The AT&T gentleman that had fixed our broken wire outside showed up in the afternoon, checking in on us, he said. He was sorry to hear about AT&T’s treatment of us. He also said that AT&T was NOT allowing them overtime at the present, and that work orders were backed-up, and customers waiting for service
