AT&T

AT&T Failure to provide repair services in a timely manner Internet, California

30th of Dec, 2010 by User485341

I run a small business with 15 employees in Los Angeles California, and we contract with AT&T to provide our telephone and DSL services. On Monday 12/20/2010 at 8:30 AM I reported to AT&T's customer service departmentthat 4 of our 8 phone lines were non-operational. I was told to expect a technician before 5:00 PM that day. I called again on Tuesday when we didn't see a technician, and was told that due to the weather problems in the state, it might take until the end of the business day on Wednesday 12/22 before they could get to our problem. I called again on Thursday 12/24 when yet again, no technician had shown up. At that time I was told that the problem would require a cable technician, and that it might take until the close of business on Wednesday 12/29 to correct the problem I was unhappy with this answer, and was told that a resolution could occur earlier, but due to the weather problems in the state, that was the best that they could offer. By Monday the 27th we had lost another line, and had only 2 incoming lines for our business. Icalled customer service to escalate the problem, but no promises were made. I called again on Wednesday when I hadn't heard anything, and was told that we were still on the schedule for Wednesday. I escalated the request to the supervisor level and was told pretty much the same thing - that we were on the schedule for Wednesday. I called again Thursday whenthe technician was still a no show, and was told that I would see someone before the end of the business day on Thursday 12/30. When they failed to show up by noon on Thursday, I called a supervisor again, who told me that the call could occur anytime before 5:00 PM.It is now Friday 12/31, and I have yet to see any progress on ourrepair ticket.

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