How Heidi Saved Christmas

This story has more twists and turns than a mountain trail. I will attempt to be brief.

att_logoWe have TV and Internet again. God bless you Heidi from AT&T Uverse. You rock.

Am I too old to say that?

God bless you Heidi from AT&T Uverse. Well done.

This story has more twists and turns than a mountain trail. I will attempt to be brief.

Yesterday two technicians came separately to our home. It’s tough to find and fix intermittent problems. Luckily, the second tech made it permanent. No Internet. No TV.

“That’s an easier problem to fix,” I thought to myself as I sat Internetless last night.

Merry Christmas.

I spoke with JC in the Philippines last night. He made an appointment for a tech today, Christmas Day, before 12:30 pm.

This morning I woke to find a text from AT&T.

AT&T U-verse Free Alert: We resolved a network issue and service should be working. Reply: HELP if having trouble or visit Reply: STOP to opt out

No! We were still dead in the water. I was scared. If they thought it was fixed no tech would be sent.

Don’t worry, I’ll make sure the technician arrives as per schedule.

That’s what Ravi, who I texted with, assured me at 9:42 am.

12:30 pm came and went. No tech.

Let me pause the story for a second, because I want to talk about offshoring phone centers. AT&T, listen up because this is for you.

The overseas phone operators are well trained and educated, but they’re difficult to understand. More importantly, they don’t speak the American vernacular… you know… the way Americans do. It’s very difficult to have a conversation.

You’re dissing your customers. Your actions say you don’t care about our experience.

You know this because you do research, but obviously don’t care or think you don’t have to.

OK, back to today’s episode.

This time I spoke with Mark in the Philippines. Yes, no tech was coming! Contrary to what Mark said, he did not understand.

He said he’d call back within a half hour and did! Heidi, the tech, called seconds later.

AT&T, you have no idea how lucky you are to have Heidi.

She did her wizardry going upstairs and down, through the garage to our fiber connection and then back… a few times.

After an hour plus, “It’s working,” she said. And it was.

6 thoughts on “How Heidi Saved Christmas”

  1. Don’t you just love how they say: Thank you for calling AT&T, Comcast or whatever. I tried to teach them that they should say they are sorry you had to call. Sorry because you called because they weren’t providing the service you are paying for. Another thing that gets me is that when you call (no internet) the machine tells you that most problems can be resolved on their website. When you call CSRs should have the service at their desks that you are calling about. Doesn’t work that way offshore!!!! Also, having to keep giving your Tele# to each different person that you get passed around to.

  2. This wasn’t the same Heidi that single handedly wrecked an NFL telecast back in…oh wait a minute, couldn’t have been.

  3. Here in CT, one problem is that AT&T took all the records with them, so don’t bash Fronteir too badly. The guys all showed up the next morning and nothing worked and they had no systems maps, computer programs, etc.

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