Last week when Sandy the Squirrel accidentally set off the transformer across the road, my fancy wired router bit the dust. Since then, I’ve been trying to get it fixed, replaced with a new one, or replaced by some other thing. It’s been gruesome.
I have spent over 8 hours on the phone or online chat with various AT&T entities. Today was “only” two hours trying to figure out why I couldn’t get the new hotspot they sent to replace my fancy router to connect to the internet. I got passed from chat to chat. Finally they said they’d call me in 10-20 minutes. Um. They still haven’t called.
I thought to myself, “Suna, you went online and on the phone to avoid driving to Temple. You could have driven back and forth many times by now.”
I stuffed all my equipment in grocery bags and hauled the Angry Snow Kitty to the AT&T Store. I took my knitting, expecting to wait a while.
Thankfully, they weren’t too crowded and I got a competent young man named Quincey to help me. After much trial and error, with consultation from the head tech guy, they figured out the hotspot was not configured correctly. They had to completely reset it. I was assured I couldn’t have fixed it myself.
Triumph! Then, young Quincey showed me I hadn’t cracked my phone screen recently, it was just the screen protector. AND rather than trying to sell me a new one, he looked up which one I’d bought and walked me through getting it replaced under warranty! I just paid shipping. He’d done the same thing recently. How helpful!
My faith in customer service is restored. Both the guys who helped me said to just drive over there next time. I said I sure would. I have always had good experiences with this store. I’ll remember that. Online support? Nope.
I’m SO glad this saga is over. Onward!