I'm trying to calm down to write this outrageous story of my customer service experience I had today on the phone with att.
For the past 2 weeks the battery backup unit that supplies power to the main ATT router that provides digital phone,internet and cable tv goes out twice a day! Makes a loud buzzing noise when it goes out and all the service is dead since it powers the main router. I've been woken up at 4am every morning to fix it.. so usually around 12-4pm it will die and then again around 12-4am.
Its a Belkin brand battery back up which is provided "By law" to keep the digital phone on so people can make an emergency call if needed when the power goes out.
This belkin battery backup was supplied and installed when we first got our service like 5 years ago and we never had a problem with it till now. It goes out twice a day and the only way I've gotten it to come back on is to turn it off and then back on and then smack it by tapping the bottom on the table and then the buzzing goes off and it powers back on.. service is returned within 3-4 minutes.
Now heres the story..
Wife finally gets around calling today on her day off after this has been going on for 2-3 weeks now. She just got done talking to them for the past 1 hour and 45 mintues. Talking to 5-6 different people about it and requesting to talk to someone else cause of the ridiculous responses she's gotten.
They don't seem to understand that the battery backup was supplied with the att service we paid for.
There telling her that the battery back up only has a 3 year warranty and that we would have to pay for a new one?
Just about everyone acts like its something we bought to power the main ATT router.
They have even transferred her on the phone to Belkin tech support and they did tests on it over the phone. That was outrageous!! Finally called back again and asked to speak to a supervisor or manager.
While talking to them they also did not feel like it was something that they would need to replace and it was up to us even though he was quoted saying that "By law" they have to supply battery back up to power the main router for the digital phone service.
So after going back and forth it seemed to me like there not allowed to replace the battery backup??? We had a cable box go out about a year ago and there was no problem getting that replaced. They overnighted us a new cable box and we put the old on in the box and used the pre-paid shipping label to mail it back to them through UPS. I found it strange that that was the way it was done and there was no main att customer service shop to take it in to but whatever.
They would not do that for us this time.. After all that she finally talked them into sending out a service guy to check the box out.. but had to ask over and over if he would replace the battery backup if it was found defective as she thought he said earlier on the phone that they would not replace it either way.
This is the most ridiculous thing I've ever dealt with ever! Never ever had a problem with the service prior in the past 5 years until this and this is the level of customer service i'm dealing with???
We talk them a million times that they supplied the battery backup.. The original installer put that box on there.. I didn't even know we had one till years later since its behind the couch! They don't understand that if the main battery backup is bad we cant use the service! Why would I pay for the service for Internet/cable/digital phone if I cant use it if there unwilling to replace the damn power to it???
We've threatened to cancel att since we cant use it and they don't seem to understand that its there power box!
The manager at the tech support for ATT was telling my wife that we should just remove the battery backup! How can the router work without power??? He didn't seem to understand that theres no power cord coming out of the att/Motorola router so how would that work??? Then said something like theres a way to change that but seriously??? Even if there was whats the point?? You have to supply battery backup to the main router so we can use the phone if the power goes out encase of an emergency!
So after all that my wife dont want to cancel the service but I don't see how we can use it cause it don't look like there going to fix the problem.
They say its something to do with the power lines in our house???? How is that when I don't have a power issues!!! No power outages and I power a huge entertainment setup that uses a lot of power and I trip no circuit breakers!
So tomorrow there sending a guy out to look at it.. Don't know what he's gona find as he's going to test the power in our house.
I keep telling my wife that he's not going to find anything wrong and there not going to replace it! He would have to sit here all day and wait for the box to turn off to see the problem.
I told the wife that we should just cancel the service and then re sign on and they would then give us a new router and battery backup.
Someone explain why we should pay for something that we did not buy and was supplied by att to power there main router that is used to suppliy there service????????????
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