"Confirmed Appointment" with AT&T is Anything But "Confirmed"

From my troubleshooting I believe my DSL modem is dead or dying. It will work for a while then quit. If I unplug for a few seconds and then power it up again it will work for a while then die. So, last night I called AT&T Tech Support and they decided to send out a tech because it would be faster than sending me a new modem.

I had a “confirmed” appointment between 1:00 and 5:00 today. I say “confirmed” because according to AT&T “confirmed” means we are going to make up some stuff top make you happy and after you wait at home for us and we don’t show we won’t care. But, to make it sound really interesting we will call you to remind you of your “confirmed” appointment.

Well, this afternoon comes and goes, after we made sure someone was home all afternoon. I get in and call AT&T which is “experiencing an unusually high volume of calls”. After holding they tell me the ticket is still “open”. I ask what that means and they say “if a technician is still out he may come by”. So “confirmed” means…absolutely nothing. Oh yes, they will call to remind me that they have an appointment scheduled but they do not call to let you know they will not be coming.

You would think that the “Work Management Center” could find out where the workers were but you would be wrong. Apparently the techs do not give their cell phones to AT&T.

So now I have another “confirmed” appointment for tomorrow morning. I can’t find a DSL modem in stock around here or I would fix the problem myself. Come Monday I think it is time to call the cable company and see if they can offer me a better deal.

Bottom line, AT&T remains one of the worst-run companies I’ve dealt with. To be a telecommunications company they certainly communications capability. And the scary part is that they are among those who are going to roll out broadband and stimulate the economy. My friends, we are in trouble.


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