EXCELLENT CUSTOMER SERVICE/EXCELLENT TECHNICIAN (Date of Service 02/13/2019 thru 02/14/2019)
Hello - I would like to send in this electronic compliment about Technician Dave (User ID DY2723). My mom is a Senior Citizen and experiencing some severe health issues. I know that my Mom has had ATT Service long before when it was Ohio Bell. I called reporting an issue in the beginning with the caller not being able to hear the phone ringing when calling her home, and expressed the urgency and severity of the issue due to I am living in NC and she lives in OH. The representative on the line assured me that they would investigate and resolve the issue. I further advised that there had been many issues, which were due to old lines and faulty equipment - not wanting to switch, but would if necessary for the safety and security of my mother. The representative truly showed empathy as if it were his own mother.
The call was assigned to Technician Dave (User ID DY2723) who called me when he was assigned to the ticket. I explained to him the issue, which had changed now, to all calllers receiving a busy signal when calling. This of course sent me into a tizzy as I didn't know if she had fallen and the phone was off or what. By the day's end on February 13th, Dave had left me a voicemail message indicating that they had found the issue (a cable had split) in the neighborhood and would need to be repaired. Again, expressing the urgency of the repair, Dave assured me that they would work as quickly as possible to get the repair completed. On Thursday, February 14th, Dave called me to advise that the repair had been made and he was enroute to my Mom's house to ensure that everything was okay at her residence as well.
A HUGE KUDOS AND THANK YOU to Technician Dave (User ID DY2723) for his empathy, professionalism and courtesy. Even though this may be forwarded, I still plan on sending this to at least the Vice-President of Operations for this region, so that he will know of the Standard of Excellence that was displayed by Dave. Many thanks to you!