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John-M's profile
John-M
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Supersonic 25!
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Scholar

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187 Messages

Thu, Jun 9, 2022 3:29 PM

Tech Service automated on phone

June 08 lost service (internet, landline, Uverse) Procedure used:

  • Called Tech Support used phone number ending in 2020
  • Selected the phone call back offer in 25 to 30 minutes.
  • No call back received
  • Tried again with same response.
  • Service restored early morning of June 09.
  • ATT never offers any refund for interrupted service. ATT bills clients for late payments or justified delays.
  • Is a better phone number available?

I know of no procedure to report faulty Tech Service to ATT. Your assistance appreciated.

Thanks

tonydi

ACE - Guru

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7.4K Messages

4 m مضت

Nobody "offers" compensation for outages, you usually have to request it.  Call that same phone number back and when prompted, say "Cancel Service".  That will get you into the Retention Loyalty dept.  Those people have the ability to issue a credit on your bill.

Now you'll have to decide if the amount you'll get back for 1 day of outage (probably less than $3) is worth the time required to get it.

JefferMC

ACE - Expert

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29.8K Messages

4 m مضت

It used to be $5/day per affected service.  Since TV, VOIP and Internet would have all been out, that would be $15.  Been a long time since I had to ask for a service credit [knocks on wood], so policy may be different.  At worst you should get 1/30th of your monthly bill, which I'd guess would be $7.

But, you do have to call and ask for the credit.

(edited)

John-M

Scholar

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187 Messages

4 m مضت

Thanks. Your very frank blunt response RIGHT ON. Spent too much time already just attempting to reach Tech Service. Just another example of poor ATT Customer Service. 

Vented my frustration & will move on. Will await another frustrating experience that unfortunately will occur.

Appreciate your comments. Thanks again.

tonydi

ACE - Guru

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7.4K Messages

4 m مضت

Yeah, good point, I hadn't considered there were three services involved.  Thanks!

Plus, if John is good at sweet-talking he might convince the Loyalty rep to give him either a bigger number or, maybe there's a promo they could add to his account to save way more than the measly few bucks.

Go for it, John!

ATTHelp

Community Support

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200.1K Messages

4 m مضت

Hi John-M, we hear you and want to help. Based on your experience, we'd like to get you into a Direct Message (DM). Check the message icon in the upper right-hand of the page and reply back.

 

In the meantime, you can sign in to check the status of your area's service interruption.

 

Please keep an eye out for our DM. We look forward to assisting you!

 

Jennifer, AT&T Community Specialist

John-M

Scholar

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187 Messages

4 m مضت

ATT Jennifer Community Specialist sent a response but it did not help. Will proceed, when free time available to do as tonydi recommends. Dealing with ATT requires much time besides being very frustrating. Would have been nice if Jennifer gave direct line number to customer loyalty.

spoom2

ACE - Master

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16.5K Messages

4 m مضت

The direct way to contact loyalty/retentions is to say cancel service at the voice prompt as stated by @tonydi 

tonydi

ACE - Guru

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7.4K Messages

4 m مضت

I don't know that there's a direct line, but getting there is relatively painless and in all the times I've called over the years I get through in less than 30 seconds after "Cancel Service".  The people in Loyalty are usually very competent (shocking, I know) and a joy to work with.  Please treat them kindly (not saying you won't), they get enough angry threatening people all day long. 

John-M

Scholar

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187 Messages

4 m مضت

Will try as you suggest & say "Cancel Service ". I skeptical using this phrase thinking someone may cancel & leave me without immediately. Will let you know success.

Thanks

tonydi

ACE - Guru

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7.4K Messages

4 m مضت

🤣   No, if there's one thing AT&T is good at, it's not letting you cancel a service that easily.  The system will ask what type of service (Internet, phone, etc) and also ask if you're moving.  Then it's off to a real person. 

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