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Why it’s hard to get new industry here
Have you ever tried to get service from AT&T? You may sympathize with the following actual conversation I had when trying to get DSL Internet service. This was recorded with a copy and paste at 12:04 pm 2-17-2013 from ATT’s website instant chat service.
It's got to be difficult for Hickman County to attract business or industry when all available site profiles list ATT as the only telecom provider. It explains why ATT has the absolute worst customer satisfaction rating of any major provider in Consumer Reports and J.D. Power surveys. Maybe ATT should be broken up again.
Here's how it went, with only my address and phone number masked in the transcript:
“AT&T product specialists are happy to assist you with your questions. Click below to begin your live text chat.
“Chat representatives will not have access to your personal account. This service is provided to you under AT&Ts Terms and Conditions and Privacy Policy.
“Hello and welcome to AT&T, my name is Alan Q.. I specialize in setting up new AT&T High Speed Internet. Please provide me with the complete address where you would like Internet service connected.
Alan Q.: Hello! How may I assist you today?
Jim Moore: (address masked)
Alan Q.: Hi Jim, I see in your survey that you currently subscribe to AT&T services. Thank you for being a valued AT&T customer!
Jim Moore: I am only getting 3Kb DL speed on my current phone line w/56Kb modem (which I know only provides 26K actual speed). Even the repairman says this should not be so low. Is a faster connection available here or will it be as bad?
Alan Q.: I'd be happy to check the availability of Higher AT&T Internet service at your address.
Alan Q.: Can I have your address as well as your phone number on which you want to upgrade the services?
Jim Moore: OK, but I would like some assurances of better service than I receive so far. Three years and still can't even get a Centerville phone book.
Jim Moore: Address is (masked) - it was the first thing I typed in. Phone # is (masked).
Alan Q.: Do you have existing home phone as well?
Jim Moore: That IS my home phone!
Alan Q.: You can certainly upgrade the service Jim.
Jim Moore: Is there a 6-month min.? What if it doesn't work as advertised? And is there a cap?
Alan Q.: However for that I request you to please contact our customer service department as we do not have the access to the existing accounts.
Alan Q.: Would you like to have the number?
Jim Moore: yes
Jim Moore: Can you not answer my questions?
Alan Q.: I'll be happy to provide you the number.
Alan Q.: Please call our Customer Service department at 800-288-2020. Our offices are available Monday - Friday from 8 am - 5 pm CST. On Saturday and Sunday we are closed.
Alan Q.: Is there anything else I may assist you with?
Jim Moore: Is there a 6-month min.? What if it doesn't work as advertised? And is there a cap?
Alan Q.: Yes, you are right, and you can cancel the service within 30 days if that doesn't work for you with no extra charge.
Jim Moore: What is the cap on usage?
Alan Q.: Yes, as of May 2, 2011, AT&T's residential DSL High Speed Internet plans have a usage allowance of 150 Gigabytes ("GB") per month.
Jim Moore: OK, thanks!
At 2:42 pm 2-18-2013 I called the number provided and got a customer rep named Shaydee, who simply said "I'm sorry, DSL service is not available at your address." When I quoted her what I had been told she said a supervisor would call me back within an hour. She didn’t.
Perhaps ATT should change its own name to Shaydee, or Dewey, Cheatham & Howe - my favorite law firm. Also, after three years I'm still waiting to get a Centerville phone book! Oh, and don't try to get an actual mailing address for ATT - it's not on your bill and the customer reps don't know.
Would you move a business to Hickman County if ATT was the only landline option?
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