04-17-2012 06:29:12 PM - edited 04-17-2012 06:46:58 PM
I need to add to the string of concerns placed on this AT&T Community Support about Connec Tech. I have found Connec Tech support to be completely inadequate and would like to cancel. I've been looking for a forum to use to express my concerns. I've called ATT Connec Tech now 4 times to try to cancel, each time they politely tell me that I agreed to a 1 year term and if I am to cancel I must pay a $100 fee. Each time I ask for a way to raise awareness about the poor quality of Connec Tech, the last time it was suggested that I send a letter to the CEO of AT&T !
I am a very long time 20+ year customer, and now have all my home technology needs provided by AT&T.
My problem began on Feb 22, 2012 when I had AT&T U-verse installed: Internet, VOIP, TV. Everything worked great except the installation of the U-verse router caused 2 show-stopping problems: (1) my computer became extremely slow and (2) none of my printers worked.
On 2/25 I called AT&T 3 times to find a way to get support from AT&T to solve my problems. I learned about Connec Tech, and during one of the calls someone from AT&T mistakenly told me that I could order Connec Tech and cancel at any time.
On 2/25 I ordered Connec Tech.
On 2/26/12 I contacted Connec Tech starting at 3:30pm, the technicians opened a remote session and attempted to re-install the printers. 7.5 hours later, with me having to wait in front of the computers in case I needed to do something, the sessions suddenly ended with no resolution and no commitment to follow up. I assumed that it was end of business day where ever the technicians were. But there was no communication.
On 2/27/12 I contacted Connec Tech again at 1:30pm again and complained that my session the previous day suddenly ended and again sat in front of my computers for another 11 hour remote session in case I needed to plug/unplug cables or restate computers and printers. After about 11 hours of this, the technician's supervisor finally was able to get the printers partially working. However, they had installed an improper version of the printer software and the scanner did not work on one of the printers (and the technician asked me to contact HP for help).
Also, they left 3 files on the Desktop of both of my computers, some of which are .dll files and I'm not comfortable removing them. Additionally, for one of my computers the technician left a file in the start-up menu that tries to open an application that does not exist and I have to override it to let my computer finish it's startup. None of these problems are catastrophic, but my issue is that rather than my computers in at least the same state as before, after using Connec Tech they are worse.
By this time I had lost confidence in Connec Tech suport and I did not even ask for them to fix the problem with the speed of my computer which was causing it to take up to 3 minutes to process a click fo the mouse.
On 2/29/12 I had my local IT support work on my computers and printers and paid $125. After only 2 hours of work he re-installed the printers again (un-doing the work of the ConnecTech technicians), and installed the proper software to get the scanner working. He was also able to fix the speed problem with my computer. All with in 2 hours!! Getting printers only partially working with Connec Tech took 18.5 hours!
My issues:
- Connec Tech people are friendly and try to help. But the technicians are not adequiately skilled in the basics of tech support. This needs to be addressed otherwise no one will use this AT&T service.
- There should not be a cancellation fee. If the Connec Tech service is good, you should not have to lock people into the service to force them to pay. You should set up this service like you do for international phone services when traveling - one can add them when needed, and remove them when done.
I do not want to provide any specific names. Each person I worked with at AT&T Connec Tech was professional and "followed the rules" and tried within their powers to help me and fix my computers. It just was completely inadequate.
My request is that I be allowed to cancel my Connec Tech service, without a cancellation fee. Thank you.
04-18-2012 04:59:33 AM
Unfortunately, IMHO, ConnecTech is just another money-grab by AT&T. They've been having so many issues with their service, they figured how to make lemonaide (money) from those lemons (ticked off customers). What's worse is that the people that should be addressing your problems foist you off onto ConnecTech, and whether by subterfuge, or ignorance tell you there is no cancelation fee.
If you send a message to Alex, he will have someone call you within a couple days who can address you problems.
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04-20-2012 07:07:18 AM
Hi Petere,
I have sent you a personal message. I am the moderator and a Connectech employee, I will see that your issue is escalated if you respond to my personal message with the required information. My sincerest apologies for the issues you have received.
Thank you,
JustinF
05-22-2012 06:47:37 AM
Who exactly can help with this nightmare? I needed support, got referred to them and NO ONE stated this was a YEAR LONG commitment that's total bull can we go to the tapes where they laid this out for me because I can guarantee they didn't! I cancelled last month but guess what, I got a charge this month. And when I cancelled the employee did NOT state I would be charged again nor did he state there was a fee either. I only came to find out what nightmare this was going to be when I googled cancelling Connectech, imagine my surprise to read it was a YEAR long commitment. Peter, did they resolve the issue? Can anyone help??
