05-22-2012 06:45:37 PM - edited 05-22-2012 06:54:43 PM
For the past week one of my STBs refuses to turn on, for the first time of day, either by remote or manually pushing the green button. However, unplugging and replugging to force a reboot works fine and then its ok for the rest of the day.
Since its the TV the wife watches I called AT&T today to inquire about a replacement. The CSR was nice enough, so no problems there, and proceeded to remotely troubleshoot and reboot the offending STB. Apparently the code that popped up told her the STB was having some type of issue but she said it could be either wiring or the STB itself.
She said AT&T would monitor my account for the next week for issues and have me call back (LOL like I buy that) or she could have a tech come tomorrow to check the line and replace the STB. I asked if there would be a charge and she said "If the tech doesn't find a wiring issue and just has to replace the STB there will be no charge". Then she gave me her badge number if there was any question.
Last time I had a STB issue AT&T just sent a replacement via FedEx and I returned the old one. No muss, no fuss, no charge.
With a tech coming out will I be automatically be charged $55 on the next bill or am I just being paranoid?
STB connected via HDMI.
I switched HDMI inputs from HDMI 1 to HDMI 4 ---- issue remains.
Yesterday evening switched STB to another room that has never had a problem -- issue now moved to other room. LOL
05-22-2012 06:50:28 PM - edited 05-22-2012 06:51:22 PM
It's completely up to the discretion of the tech based on what he finds when he arrives onsite. The tech is supposed to advise you if there will be a charge while he is still onsite.
05-23-2012 12:45:39 AM
I think this time I'm going to ask for a signed copy of the work order stating "No Charge" for peace of mind.
Technicially, if there's a charge on your bill you have to sign the invoice. No signed invoice, you can argue that with billing. Generally though billing charges for replacing equipment are waived if all troubleshooting was done. However, the ticket can be coded indicating that troubleshooting was skipped which can trigger a charge. Normally though, the tech will tell you if theres a charge prior to completing billable work.
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05-23-2012 07:59:01 AM
Tech came out this morning, checked STB and replaced it.
He said "No charge since it was an AT&T equipment failure".
I asked for a copy of the work order but he said there is no paperwork and everything is on his handheld computer and there is nothing to give the customer.
05-23-2012 09:32:34 AM
If you are charged call CS and let the CSR know there isn't supposed to be a charge. You will get a credit. In the event you get an uncooperative CSR politely end the call and call back to speak to another one. There are cooperative CSRs at ATT, and you may get one the first time you call or it may be the 4th or 5th time you call. YRMV.
05-23-2012 02:07:40 PM
Let us know what happens. And if you still don't make any progress send Alex a PM he is an ATT Community Manager on the forum.
05-25-2012 10:57:51 PM
In 4 1/2 years we've never been charged for a tech coming to the house. Usually it was to replace a piece of equipment but occasionally some checking and replacement of small parts was necessary in the vicinity of the NID. Since the cabling in the house was never at fault it never had to be touched. Our one remote failure resulted in free replacement via USPS.
They who can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety.
05-26-2012 07:37:20 AM
I got an upgrade charge for 2250 DVR that was delivered by a tech. The charge got reversed because I was downgraded to a 1200 series after the 2250 developed problems. Other than that I have never been charged for a tech visit for the same reasons as HP.
06-05-2012 04:28:35 AM - edited 06-05-2012 04:30:06 AM
The CSR wasn't doing their job correctly. Ask them to swap out the STB. If they won't, then ask for their supervisor. I'm sure if you just asked to be transferred to tier 2 though, they would have no problem with a simple swap.
It is not a billable charge if the fix is swapping out ATT's equipment. However if the tech DOES charge for it, just don't sign the sheet of paper the tech gives you, call billing, and have the charge removed.
Edit: looks like you took care of it =)