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  • Report:  #753999

Complaint Review: ConnecTech - Internet

Reported By:
nancy513 - Chicago, Illinois, USA
Submitted:
Updated:

ConnecTech
Internet, United States of America
Phone:
Web:
https://buy-connectech.att.com/ctcomm/home/index.jsp?_requestid=31900
Tell us has your experience with this business or person been good? What's this?
I couldn't send e-mails and called AT&T as usual. I was told that because I have a Mac, I HAD to use ConnecTech, which was news to me. ConneTech told me I could pay $17 for this one call or $17 a month for unlimited calls. On BOTH occasions, I was disconnected and when finally connected, I was kept on the phone for HOURS. The technicians couldn't fix my problem and the advice they gave me was totally wrong. I tried to cancel the service and was told I could -- but it would cost me $10 a month for the rest of my year-long contract, which I wasn't aware I was signing up for. I have written to the hot shots at AT&T. Customers should be able to "return" defective products. I am furious. DO NOT USE CONNECTECH. 


3 Updates & Rebuttals

CantTouchThis

United States of America
Outsourcing at it's finest

#2UPDATE EX-employee responds

Thu, December 15, 2011

I want to provide some background of how the ConnecTech service is rendered.  There was initially one company (based in USA) that AT&T outsourced their ConnecTech service to.  The service was top notch throughout 2009 but in 2010 AT&T wanted to start saving money.  They hired another outsourcing firm based in India to handle the "13" state region (ex-SBC area) and constantly compared them to the US vendor.  I worked for the US based company and we were downsized to only handle the "9" state region (ex-Bellsouth area).  AT&T continued to push and push for lower cost, shorter call times, and higher revenue.

Naturally, the India based vendor was able to easily beat us on labor costs.  You can see quite a few posts right here on Ripoffreport.com from disgruntled ex-employees of the US-based vendor regarding the call time restrictions and limited scope of support.  This was all a direct result of AT&T pitting the US based vendor against an India based vendor which did not need to pay their employees nearly as much.  As a result of that, cuts had to be made elsewhere to meet AT&T's demands.  We opened a call center in a central-American country at the end of 2010, but it wasn't enough - at the end of December 2011 we have lost the AT&T contract and the entire operation will be handled by the India-based vendor.

This is unfortunate, because the service that was provided to you (based on your location) was by the India-based vendor that will now be handling the entire ConnecTech service.  This is just another sad story of a large US based company outsourcing to another country to save money, causing bad customer service and frustration.  I'm declining to name either the US-based vendor or India-based vendor here since the issue is not with either of them - the issue is solely with AT&T wanting to save as much money as possible and maximize shareholder profits.  This is also why AT&T does not run fiber to the home.

My advice to you is this:  If you paid via credit card, dispute the charge with your bank.  Tell them everything including how you were not informed of the early termination fee.  If you pay via your AT&T bill, call and threaten to cancel and change to another provider.  Visiting your local office might help if that doesn't work.  This is something that you could even go to small claims court over and easily win - AT&T is likely to settle before it gets that far, though.


nancy513

Chicago,
Illinois,
USA
wish you were correct

#3Author of original report

Fri, December 02, 2011

I wrote to five different people at AT&T, including the president of the company. It appears the service can't be cancelled, so AT&T deducts the $17 it adds to my bill every month. My phone and DSL provider is AT&T. My email address ends in att.net. I wouldn't have called AT&T in the first place if it wasn't my provider. I'm sorry I didn't have you helping me. Everything I reported is true.


Brandon

Interlachen,
Florida,
United States of America
Omission of Facts

#4UPDATE Employee

Fri, December 02, 2011

First off, as an employee of this company, what this person has said is a complete fabrication.

The service only cost $15 per month, and the one time occurence has a different price as well.

The customer service that AT&T REQUIRES is top notch, we do not keep you on the phone without being able to fix your problem, nor do we hang up on you. If you become abusive, we can, otherwise we are not able to.

And the fact that the person that wrote this omitted which email she was using, because if it was MAC mail, or any other 3rd party email software, AT&T does NOT support it, and that is why she was referred to connectech. We DO support MAC, and will troubleshoot with it. So, before you bash AT&T, make sure you put ACCURATE facts, and present evidence.

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