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.
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 att.com/ufix 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.