Preamble: THIS is not my complaint. THIS is merely to set up a context … As March began, I (in the name of my wife, Mary Menz) received a “U-verse Statement” from AT&T which was nearly a third higher than the February’s: $194 to $154. No explanation, no consultation, just suddenly a much much higher tariff for the phone, TV and internet service I had committed to.
We called the 800 number and got a human being who adjusted it after we pointed out that we are seniors (I push 82) getting by on tiny fixed incomes – social security and two microscopic mini-pensions. AT&T made some minor adjustments, with good humor, but we have very few channels left.
That’s not the problem. THIS is the problem: Last Wednesday afternoon without warning my brand new (less than a year old?) AT&T modem went out. I hope you appreciate that this left me without the $154 or $194 worth of phone, TV and internet for which I had contracted.
NEVER have I felt so isolated. Mary called AT&T on a cell she happened to have. AT&T (may I call you A for short?) apologized and said she wouldn’t bill us for the three days (I hope) we were cut off from the world. Whoopee!
And ship a replacement to arrive “tomorrow or the next day” (if it doesn’t rain?). It arrived 48 hours later. We still have not yet hassled setting it up. Ms. or Mr. A, I am pissed big time. AT&T, in one crude word, sucks! I missed televised sports I had long waited to see. I was cut off from crisis phone calls. I couldn’t send or receive e-mail which is the life blood of my “golden” years.
Mr. or Ms. A, I understand and reluctantly condone a piece of equipment failing. Once! But if it happens again, and AT&T does NOT send out a replacement AND someone to install it IMMEDIATELY (e.g. within the hour) I shall, contract or no, seek out a new service before the day is over. And if there’s a penalty, I am prepared to take the matter to court.