Complaint Review: AT&T Connectech - Internet

The technicians are obligated to work on 2 or more appointments at the same time at minimum,

whether by phone or chat. They are also expected to complete 2 or more appointments

per hour with calls lasting no longer than 20-30 min, regardless of whether the appointment is finished or not.

To sum it all up, the customer will get hung up on 20-30 min into the appointment no matter how much or little has been accomplished, and the time starts at the moment that the technician answers the phone.  If the call is a no connect, the call will be ended at 20 min with the customer being either hung up on or transferred back to DSL support.  If the call is not a no connect, the call will be ended at 30 min with the customer being either hung up on or told to call back.

The subscription department lies to the customers just to sell them a subscription. They tell the customers that the technicians can remotely connect to their computers, regardless of whether there is an Internet connection or not and without any action from them.  I guess they think we can remote in with some "magic fairy pixie dust". 

The subscription plan has an early termination fee of 10 dollars per month until the yearly subscription billed at 15 dollars per month ends for them.  The other non subscription services have a 5 day warranty and cover only that specific issue, and anything else will require purchasing yet another service.

MarkDark here and I’m back once again to update the article written over a year ago.  The technicians are obligated to work on 2 or more appointments at the same time at minimum,

whether by phone or chat. They are also expected to complete 2 or more appointments

per hour with calls lasting no longer than 20-30 min, regardless of whether the appointment is finished or not.

To sum it all up, the customer will get hung up on 20-30 min into the appointment no matter how much or little has been accomplished, and the time starts at the moment that the technician answers the phone.  If the call is a no connect, the call will be ended at 20 min with the customer being either hung up on or transferred back to DSL support.  If the call is not a no connect, the call will be ended at 30 min with the customer being either hung up on or told to call back.

The subscription department lies to the customers just to sell them a subscription. They tell the customers that the technicians can remotely connect to their computers, regardless of whether there is an Internet connection or not and without any action from them.  I guess they think we can remote in with some "magic fairy pixie dust". 

The subscription plan has an early termination fee of 10 dollars per month until the yearly subscription billed at 15 dollars per month ends for them.  The other non subscription services have a 5 day warranty and cover only that specific issue, and anything else will require purchasing yet another service.

Stay far away from this service. As an employee I can tell you that we are only allowed to spend 30 mins with a customer and if you spend any longer you get in trouble. On top of that they want your 1st goal to be getting a customer off the phone and to a chat tech who is out of the country in costa rica so that's real nice. So when they tell ya oh yea we are a us based blah blah don't believe them. They treat all of us like crap and it's really through plum choice or Sutherland so don't waste your money or time and stay far far away.

I had a great experience with connectech. I have 4 PC's a Linksys Router a wireless printer an xBox and an Iphone that they have helped me with. The service sometimes takes some time to resolve an issue, but in the end my issues have been resolved. I would challenge anyone to find a better service for those prices.  Regardless of what was stated in the report even if it was true...they do what they say they deliver what they promise and as far as I'm concerned thats not a ripoff, thats a service!

I called their service because my computer was running slow. I didn't know what the problem was so I asked them for a diagnostic. They explained to me that this could be for up to 20 minutes and they could upgrade my service once they knew what the problem. It turned out I had viruses from tons of stuff that me and my family were downloading. I accepted the single service and they worked on it remotely. It took them about half an hour or so to get it cleaned and it was even running a little faster.

At the end the diagnostic with the full service was $129. They offered me to upgrade to a subscription but I didn't feel like it. I just took their advise on what to stay away from and that's it. They said that this service is guaranteed for about a week or so and that if something goes wrong during that time I could call back and they could work on it at no extra charge. When I asked if I could get the AT&T antivirus and how much it would cost they told me I could download it for free and told me where to get it from. I don't know what is all that other stuff that the report talks about but I had good service from them. If I ever have another problem I'll probably call them back.

I called their service because my computer was running slow. I didn't know what problem was so I asked them for a diagnostic. They explained to me that this could be for up to 20 minutes and they could upgrade my service once they knew what the problem. It turned that I had viruses from tons of stuff that me and my family were downloading. I accepted the single service and worked on it remotely. It took them about half an hour or so to get it cleaned and it was even running a little faster. At the end the diagnostic with the full service was $129. They offered me to upgrade to a subscription but I didn't feel like it. I just took their advise on what to stay away from and that's it. They said that that this service is guaranteed for about a week or so and that if something goes wrong during that time I could call back and they could work on it at no extra charge. When I asked if I could get the AT&T antivirus and how it would cost they told me I could download it for free and told me where to get it from. I don't know what is all that other stuff that the report talks about but I had good service from them. If I ever have another problem I'll probably call them back.