Tech Support

(Part 5)

Tech Support:

(3 out 5) Alright, so I finally had my first U-verse technical experience. One of the big things with technical support is how you’re treated, well at least in my opinion. I have to say the Uverse rep that I spoke with was very courtesies and showed general respect, this goes a long way in my book.

The reason for my call was because my service went down; there was a horrible storm in the area, so I assumed it was related because I lost both data and TV. The gentlemen I spoke with worked me through several different steps and showed confidence in resolving the problem throughout the entire call. I felt as if anyone could get me back up and running it was this guy. I take Online classes, and of course am an Internet Writer, so getting back online was very important to me. After about 45 minutes of checking connections, resetting the RG, and changing configurations we both agreed that there was something wrong outside of the physical equipment inside the house. One thing I didn’t like is that I asked if he could check for outages in the area. He said he could but unfortunately the reports are not in real time. This gave the illusion that services where up in my area when in fact it was likely an outage do to the storm, where we received heavy lighting and lots of rain and flash flooding.

The agent decided that he would set up a technician to come out the following day to repair my service. I did like how they where able to schedule the next day, some places they can make you wait several days before sending a field tech out, this can be very frustrating. We had one problem; I had to work all day the next day and didn’t get home until 8pm. The last appointment for the day was 6-8. However, my wife does get home at 6:30pm, so the agent schedule the dispatch and noted that no one would be at the house until 6:30pm.

The next morning when I woke up all my service had been restored, as I assumed it was likely an outage because of the intense storm. We had several storms prior to this without losing services but this one was pretty bad, so I’m sure it was related to physical damage down by the storm. I decided to leave the scheduled tech visit in play just in case anything went wrong. When I got home the service was still up and everything was perfectly fine, so I asked my wife if a technician showed up. She informed me they left a note at the door saying sorry they missed us. This was a little surprising to me because we specifically requested them to come at 6:30pm, so the tech showed up early. However, I’m uncertain if this was the agents fault for not leaving proper notes or the field techs for not reading them. The service has been fine sense then, and is still the wonderful Uverse I have came to love, so all and all I have to say it wasn’t a really bad experience at all. Also, they called the next day asking me if I wanted to reschedule my tech visit. I thought this was cool how they follow up with their customers. Most companies would just leave you out to day.

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