ATT - An open letter to Andrew Geisse, Senior Executive Vice President, AT&T Business and Home Solutions
Senior Executive Vice President, AT&T Business and Home Solutions
208 South Akard Street
Dallas, TX 75202
Dear Mr. Geisse:
I have heard you are the type of executive that can make positive changes at AT&T, for the benefit of both AT&T and your customers. I have been an AT&T Uverse (Internet & TV) customer for more than three years and have a few issues with your services. Let me give you the history of the issues I am having your AT&T services.
Sometime in 2011, my DVR box quit working. AT&T sent out a field technician to replace the DVR box. Great service and I was a happy Uverse customer. In February 2012, the new DVR box quit working. This time your tech support opted to send me a new DVR box via UPS. Not a problem for me, because I would get the box about a day sooner than a field technician could get to my house and I am sure it was cheaper for AT&T. It sounded like a win-win for me and AT&T, but it wasn't! In hindsight and if I knew then, what I know now, I would have forced AT&T to send a field technician out to my home to replace the DVR box.
In March 2012, I was billed for the unreturned broken DVR box. I called AT&T customer care and was told it was my responsibility to take your broken DVR box to UPS (a 20 mile round trip for me) for return. I got a bit upset and decided to cancel one of my receivers (which I did return to AT&T.) I was sent an empty box with a UPS label. The UPS box was the wrong size and the paperwork in the box was for the receiver that I had cancelled. While I have never received a UPS box for the broken DVR box, the instructions clearly state:
"Call UPS at 1-800-PICK-UPS (1-800-742-5877) to arrange for package pickup from your residence if you are unable to deliver the package to a UPS drop-off location. The cost of this pickup service is the responsibility of the customer."
Why would I have to pay for pickup service for UPS for your broken DVR box? Why doesn't AT&T send someone to pick up your broken DVR box at no cost to the customer? The answer that I keep getting from your customer care representatives is that it is AT&T's policy. The problem is not with your customer service, as much as it is with the policies that they are bound to convey to the customer. Who has the power within AT&T to change your customer unfriendly policy? The answer is you!
I had an AT&T field technician come to my house a few days ago to fix an unrelated problem. He did fix the problems and did a great job! However, when I asked him to take the broken DVR box with him, he told me that he couldn't do that because it would cause inventory problems for his unit and it is against AT&T policy for him to pick up AT&T broken equipment, unless he personally replaced that equipment.
On a different note, why is it so cumbersome to get through the various departments within AT&T customer service? Every time I was bounced from one department to another (accounts receivable to billing to tech support,) I had to give my name, account number, and 4 digit passcode. Why can't that information, while I am passed on to the next department, also be passed on to save me time, as well as, the time that your representatives are spending looking up information that AT&T should already have available? It sounds like a technical problem that really good technical telecommunications company should be able solve for you. My apologies for sounding sarcastic, but…
On a positive note, almost every one of your customer care representatives was polite, empathetic, caring, and did everything they could possibly do for me within their guidelines and AT&T's policies. First level support is a very difficult job and almost all of them are very good at their jobs!
Please contact me to resolve this issue. My AT&T account number is XXXXXXXXXXXXXX and my cell phone is (XXX)XXX-XXXX.
P.S. I will be sending the above letter to Mr. Geisse by snailmail next week. I posted the letter at AT&T forums and in their policy as you can see is to remove Mr. Geisses name and their own corporate headquarters address.
However, AT&T's own website provides both pieces of information publically:
Questioning any action a moderator takes on this forum is also a violation of their rules:
Per the guidelines: "... d) discussing participant bans or other Moderator actions. ..."
Product or Service Mentioned: Att Technical Support.
Monetary Loss: $165.