I was reminded yesterday of how large monopolies have lost sight of customer service. I make a living at supporting technology and I was appalled at the lack of timeliness with regards to giving me support. AT&T is our vendor of choice who provides us with the communications links that connect us to the outside world. I received a call from AT&T MIS notifying me that one of the links was experiencing problems. They advised me they were going to do some tests on the link and wanted to know when a repair person could access the site in case it was determined a repair person needed to be dispatched. This call happened around 9 am Sunday morning as I was driving to church with my family. I advised the person on the phone I would be available for on site from 2 pm until 10 pm on Sunday if they deemed it necessary to fix the problem. At that point I forgot about it because there did not appear to be any problems that were affecting the network. At approximately 7:30 pm AT&T calls me back telling me the same thing. Your data link is bouncing around and we need to do some testing. I was sitting there wondering what AT&T did for the last ten hours? I was told that they were going to do intrusive testing from 9 pm until 1 am and then let me know if there was really a problem. I advised them that we pay good money to AT&T for telcom services and this level of support was not acceptable. We use these data links to provide us with connectivity to the outside world and manage our business websites and other services this way. We can not afford to be down especially when we have known that the data link has been bouncing around for 8 hours before my intial notice. I notified AT&T operations contact and asked them to escalate the ticket and get something done in a more timely manner. This contact did everything they could to escalate the ticket and a repair truck was on site at 8 am Monday morning. We were without Internet access and e-mail for 2.5 hours this morning because AT&T decided to take HOURS and HOURS to decide there was a real problem. I am sorry AT&T that is not acceptable customer service. That is absolutely pathetic customer service and I am not happy about it. I will be sending a letter to our customer support team notifying them of our experience and I hope that they will be able to make some adjustments accordingly.
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