Apparently this is turning into a rant blog this week. I am trying to get my parents set up with DSL service within the Chicago metropolitan area and AT&T came back with the message that the service is not available in the area. How nuts is that? ATT sends us a million direct mail offers for DSL and then tell us it’s not available in our area? Its a suburb with 50,000 people and a subdivision with 250 homes and they say DSL is not available in the area. Ugh. It’s like they don’t even want our money.
So, after that first call from some guy saying it just isn’t available in the area I called the 800 number and got someone who also said it is not available in our area (big suprise) and I asked who I had to talk to about finding out why. She had to call 3 other people before anyone knew anything other than what their computer screen told them to say, and then finally we found the denial of service was because of a “shortage of facilities” meaning that we were the last ones to sign up and the bandwith was all taken. So, we put in an engineering ticket to see if they can fix this or if it still gets denied. Then I will have to call back again and get someone to submit more tickets to see if they can get this resolved. It would be ridiculous to have dial up when you want DSL and we can’t get cable because the line was cut accidentally during some yard work many years ago.
You would think that if service wasn’t available because of a shortage of facilities they wouldn’t deny it, they would put it on hold until they could build out the system to accommodate it. I don’t mind waiting a few weeks for them to add more capacity I just don’t believe that no is the appropriate answer when customers are there with money in hand ready to buy. And when I have to work this hard to get something this basic, why is their customer service system so inept at getting orders complete? It’s turning away revenue. Why is this an ok business practice when it pisses off the company and the customer?