AT&T Tech Support

There has been a lot of negative sentiment on technical support and customer care representatives lately. I’ve voiced some frustration with Sprint’s front-line technical support staff before. Poor customer service over the phone has also been publicized with Vincent Ferrari’s AOL episode as well as a recent video taping of a Comcast technician sleeping on a customer’s couch while waiting for assistance from his peers. Because people are likely driven by self-interest, there really is no reason for customers to give feedback for anything other than complaints.

This entry bucks the trend. I was recently frustrated with my DSL connection. I have had this connection for almost three years, and I have never before had a problem. My connection started dropping multiple times throughout each day. I reached for technical support at AT&T (formerly SBC). The phone support was mediocre, but the people that provided service at my house were exceptional technicians. Both of these technicians did their job above my expectations and perhaps outside of their protocol.

Now, my connection is stable, and I am a content customer once again. Their equipment may or may not have been faulty, but my home’s phone wiring is a more likely cause of the service disruptions. There were two ways to resolve the problem: go with cable or fix my inside wiring. Since the necessary wires were readily available, ahem, my inside wiring was fixed quickly.

63 Responses to “AT&T Tech Support”

  1. jack moore Says:

    I had mark 8064904 come & repair a wire so I could get back on line he did a great job I would have him come anytime ,, great job mark,, thanks.

  2. prickdickcock Says:

    AT & T SUCKSSSSSS
    NEVER BUY THEIR PRODUCTS

  3. Shawn Spicer Says:

    Please contact me regarding my request!

  4. Shawn Spicer Says:

    I would like to commend ‘Irish’ from tech support in Manilla. Also ‘Jen’, supervisor of ‘Irish’ also in Manilla. Approx. one week ago I received a new modem from ATT and had connection issues with the modem that was not ATT’s fault. I had recently done a complete system restore on my PC w/ the help of my PC”s manufacturer. And, they had neglected to advise me to reinstall my drivers, which were preventing the new modem from accessing ATT. Between this outstanding tech, supervisor and approx. 1 and 1/2 hrs. of their time, got me up and going when other tech’s had given up on me. They were extremely knowledgeable and even made calls to my PC manufacturer to try and find possible solutions to the problem(s).Throughout all this, there was no frustration on their part whatsoever. Only a determination to correct the issue, which they did! I am still having slow connection with a jitter of 0.05 mbps, download speed of 0.14 mbps, upload speed of 0.42, ping of 0.65, 95% percent packet loss, and an FAIL RATE on line quality. When I have addressed this issue kto other techs in the past, they had given up on it. I would like to know if it is possible for me to request that Irish and Jenn help me with this issue, as I have faith that they will correct the problem(s)? I have already made a trouble report this evening, Nov. 26, 2010. I almost insist that Irish be the one to contact me to deal with this! As she and Jenn are the ONLY two that I have ever been remotely satisfied with! They are THE BEST that you have working for ATT! And, are in need of promotion, monetarily, or in ranking! All the people at ATT should be so gracious!

  5. Steph Says:

    I’m not an indian…i’m working for at&t technical support…and i have a neutral accent..i love having my customers guess what state i’m from.but i’m offshore, so….indians have accents, and i agree don’t blame them because our american customers often have accents too and most of the time it’s really difficult to understand them though we try our best…and now i’m exhausted..

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