Readers Respond -- Cable company failing many customers

Thanks very much for the article (“Cable woes have customers lining up

for change,” Friday). Since you asked, I’m of the impression that AT&T;

Broadband doesn’t give a hoot about anything except making the most money

with a minimum of effort. Their service is the worst I’ve experienced in

three major metropolitan areas.

No need to comment more on the inexcusable so-called “customer

service” phone problems. And then, should one be fortunate to get

through, the persons answering come across as poorly trained and/or

indifferent to any satisfactory resolution. Their administrative

efficiency and accuracy is just as representative as the rest of their

managements’ lack of any concern for any effort at reasonable service.

It seems to this consumer that AT&T; has flagrantly violated the

contract it has with the city and should be forced to immediately comply

in good faith or get out.

As it is, we are treated as a completely captive consumer to a

monopoly without any community concern and, of course, the service

deteriorates and the costs go up.

GENE BEAVIN

Costa Mesa

I saw that AT&T; Broadband officials say, “The problems are minor.” As

teenagers say, “Not!”

I have been trying to reach AT&T; Broadband since late November about

the poor reception I receive in my higher numbered channels. On Nov. 6, a

technician had been out and told me the problem was that I was at the end

of a line and they should put a second line into my home (a condominium).

He indicated I did not need to be home to have that line added -- it

could be done from the box outside.

No change was evident, so I began phoning (unsuccessfully) at

Thanksgiving time. Each time I got through on the always-busy phone line,

I got a recording explaining they were redoing lines and I would have to

call back. Then I began seeing the apologist for AT&T; on TV commercials

saying that the problems were being worked on and everything would soon

be just fine. I gave up on Dec. 12 and stood in line for nearly an hour

at their office, convincing the poor lone woman at the desk that I needed

a refund of all the fees I was being billed for from the period of Nov. 6

through Dec. 12 and expected to have the technician return at once to add

that second line. She assured me it would be taken care of within the

next week.

Of course it wasn’t. I returned to the office again three days ago

and, faced with another two-hour wait, decided to try to return later

that same day. The wait at 4 p.m. was shorter -- this time, only an hour.

All new faces were at the desk, so I had to detail my woes once more.

This time, the girl (who seemed to be brand new and not well trained in

her job) couldn’t even set up an appointment for a technician to come out

and try all over again to solve my problem. She couldn’t “get into my

file to schedule an appointment” and would take my phone number and call

me back at home. This is after about 30 minutes of her fruitlessly

punching things on her computer keyboard. (By the way, the slowness of

their office computer systems certainly does not speak well for AT&T; and

their technology personnel.) The people in line behind me were getting

increasingly hostile about how long it was taking, and I left with bowed

head, apologizing for the stupidity of the clerk.

I will grant this poor girl did call me back and was able to set

another appointment to start this whole process again. But will I receive

any further relief in paying for service I am not receiving? Only God

knows.

What needs to be done to get the city of Costa Mesa to step in and

invite bids from another provider? Cox Cable? A.B.A.T.T.C. (Anything But

American Telephone and Telegraph Co.)?

KATIE HAVEN

Costa Mesa

My experience is with AT&T; digital cable TV, which was installed by

their technician at 2 p.m. Friday. He told us that the changeover from

basic cable would be completed no later than 5 p.m. At 5:55 p.m. I drove

to their local office on Paularino Avenue to tell them that not only did

we not have the new service, but we no longer received our old cable

stations, like CNN, ESPN, etc.

While in line, I reviewed their AT&T; Digital Cable brochure that

boasts, “Convenient local office and phone hours at all locations.

Service technicians are available 24 hours a day, seven days a week.” I

asked for their local phone number, but the clerk told me that they have

no outside lines. I requested a technician as soon as possible, but she

replied that the first availability would be on Wednesday. I told her

that with technicians available 24 hours, I couldn’t believe the delay

and that we would welcome him even at 3 a.m. She replied that they their

techs only work 8 a.m. to 5 p.m.

When I returned home, I called the regional AT&T; office and spoke to

another woman. She was miffed that I had requested a technician because I

should never have been told that service would be available by 5 p.m.

since it always takes 24 hours to obtain the service. She also told me

that I am misreading their brochure because there are never local phones

available.

It has now been more than 52 hours. When I turn to CNN, the screen

still reads:

One moment please -- This channel should be available shortly.

My husband, who is receiving the same message on ESPN, is now on the

phone with a supervisor who is advising us on different procedures. She

offered two weeks free for the inconvenience and also stated that she has

received another caller from Costa Mesa experiencing the same problems,

so it may be our area.

MARTI BARMORE

Costa Mesa