Internet Update: Lack of Customer Service follow up

Last updated on July 5th, 2024 at 01:02 pm

UPDATE 5/23/2019: So on Wed. 5/22/2019 a whole 24 hours and 30 something minutes after my customer service appointment was supposed to be handled I had a voice mail from a very nice AT&T rep. You can listen to it below

I also went back to check the Ufix service message and it’s still listed as being delayed. You would think that being such a large communication company they would have a better way with customers. I’m going to have to manually cancel the two-day-old delayed appointment. As I stated below my service was restored without as much as a notice from a repair tech or even an automated call. It was restored as quickly as it had been shut down it seems. You would think that somewhere in their system’s database there would be a signal letting AT&T know that service had been restored. But anyway feel free to read my original post below if you’d like to know more on my thoughts.

As I mentioned earlier this week and in yesterday’s post, I didn’t have internet for two days. I can go on and on about that but won’t. what i really wanted to talk about is the lack of customer service follow-up. As I mentioned in my previous post I’m an AT&T customer. I’m used to them being a bit flaky at times but today annoyed me.

I don’t think I mentioned in yesterday’s post but my appointment for a tech to stop by to check on my lack of internet connection and phone service was set from 10 am to noon. Well as AT&T likes to do when my appointment was set the customer service rep I spoke too requested my cell phone number so they could keep me updated with a confirmation and reminder text.

Well I had both of those. One was on Sunday evening and the other was text was sent on Monday. AT&T has a feature they call Ufix that is part of their service support page. Basically you can keep track of your upcoming service appointments or try to troubleshoot problems before contacting the customer service line. According to my text a tech was going to contact me that they were on their way. Well this always varies so I didn’t really put a lot of stock into it. I went about my morning moving my desk and other things so the tech could access the battery box and outlet. After that i just hung out. When 10 o’clock rolled around i waited. I got a few posts written while I waited.

When noon hit i figured the tech would be here after 1 pm. Again I’ve experienced this before. So I had lunch and just waited around. Well, when i checked the Ufix link to see if there was an update I basically saw a notice stating that there was a delay and that a tech would be out soon. Knowing how this can always be a bit of a vague answer I figured I’d busy myself with some other writing I could get done.

While I was doing my writing I noticed that my phone wasn’t blinking anymore. Sure enough I stood up and noticed that my modem was all working again. Service had been restored. I know your probably think that’s great right? It is but I never had a follow up notice that my issue was resolved. No phone call from a service tech not even an automated text.

I stopped and had dinner and gave it a bit more time just in case. Well, I checked the Ufix link around 6:30 pm and saw this update. This was the update i had seen after Noon.

The Ufix update listed that my appointment needed to be rescheduled. To be honest I find AT&T’s website to be a customers nightmare when you need help. It tends to send you in circles. Being that everything was in working order again I opted to ignore it and leave it be. I figured it would be updated in the system showing that my tech issue had been solved.

Boy was I wrong. I just checked again at around 10:30 pm to see that my appointment is still listed as delayed.

This isn’t the first time I’ve had to wait around all day for AT&T and not have a service tech show up. Granted at least the time my issue was fixed the tech was nice enough to give me a follow-up call. Today I didn’t have anything. I was expecting at least a generic auto-generated text telling me that my service was restored.

That’s the thing about AT&T I’ve noticed this pattern a lot over the years. I was able to be home but I feel bad for people who have to take a day off of work to wait around for nothing. It would be torture for parents too or if someone has small children. I was annoyed at the fact that with all the silliness of them wanting to text you update alerts that they don’t follow through. It’s frustrating because you spend your day waiting.

I once had a tech show up at nearly 8 o’clock at night in the middle of winter and climb the phone pole in the dark only to tell me that they would have to be back the following day. Who does that? I also had a tech sit in their van in the pouring rain outside in front of my house but not have the courtesy to call and ask that I reschedule my appointment. I know it isn’t the tech’s fault but it’s very annoying when you wait around all day for someone to show up and no one does.

I would like them a clear and concise reply for once. If a service tech isn’t going to come out to check on your issue or in my case the service was restored without a home visit. There should be follow through. You should be given the courtesy of being contacted either by phone be it a person or recording or even a text. The message doesn’t have to be complicated just as long as it lets you know the issue is handled or if you need to be rescheduled. It’s not that hard. Customers shouldn’t have to play the waiting game. It’s common sense. It’s not right.

Sorry for the rant but I felt it needed to be shared.

Have you ever experienced a situation like this one? Feel free to share it.