AT&T Complaint - Does att really know what that are doing - tech support
tech support - Complaint
Purchased support tech from AT&T
Internet explorer can’t display the web page. When I close a internet window I get a message that internet explorer has stopped and it repeats itself twice even after I closed it the first time. Before using att/ tech I could customize any brief case that I created after I can not, but I still can only on the ones before the tack worked on my computer- i-cans on my desk top will move from one point to another without my prompting, not all of them but just one or two., without my prompting. Some times after closing a program, I will see my Acer welcome center program come up, again this could only happen with me pointing to it and opening it. And it is not on my desk top, but it opens.
When I am playing a game with my son, the scream will minimize or maximize by it self, it will pause without my prompting, and even end by itself for no reason.
When I open up my bible verses for study, if I leave it open in one window and go to another. When I return the verse has been replace, or the entire verses that I had opened will be reduced to just one verse.
The above and more just seems to work by there selves, without me doing anything. Still my home page will change without my doing anything, nor requesting a change. Windows open when I reboot my computer, only for a second or to but I do see them open. I will get two pointers that will open,, and sometimes the a page will change all by it self.. Playing real player once opened and music started, pointer will freeze. To this date I have had only two blue screams.
On one of my sessions with AT&T support tech, the tech started to work by remote access, but to my surprise the tech was working in the back grown, and I was not aloud to see what he or she was doing.
After the session I call back and talk to someone and asked if a tech was suppose to work on my computer in the back grown where I could not see what was going on the response was no. and the supervisor wanted my permission to used what happen as a teaching tool for the tech.
There has been so many subject of concern using AT&T support tech. from the fact that they will remove a tool box from my computer, and when I ask why they say that some tool bars can cause a virus, but when I tell them that tool in question was Norton secure sight they only apologies, and return it to my computer. I have had techs pretend to be supervisors, when they were not. I have ask why when I ask a tech how can I save the tech chat they tell me one and all it does is close the session, without saving, nor allowing me to save it. On my last chat I tried to save as much of the chat as possible, but the tech kept logging out the session, and when the tech return what was said before was not lost. But I did try to save as much as possible. Note. I have had four tech supports this is the only part of one tat I could save. But each time they work on my Acer it gets worse, and they never seem to except blame for there actions.
This started around 1.oo pm today but we got disconnected twice and when we reconnected this it the new time, and was all that I could retrieve of our session.
The line above was added by me.
4:17 PM Checking configuration...
4:17 PM Connecting...
4:17 PM Connected. A support representative will be with you shortly.
4:17 PM Support session established with Angeleena Grant (Remote Specialist).
4:17 PM Remote Control started by Angeleena Grant (Remote Specialist).
4:19 PM Checking configuration...
4:19 PM Connecting...
4:19 PM Connected. A support representative will be with you shortly.
4:19 PM Support session established with Angeleena Grant (Remote Specialist).
4:20 PM Remote Control started by Angeleena Grant (Remote Specialist).
4:20 PM Angeleena Grant (Remote Specialist): Welcome Back.
4:20 PM Angeleena Grant (Remote Specialist): Could you please check it now?
4:20 PM MR BEll: same to you
4:20 PM MR BEll: I will
4:21 PM MR BEll: this is back,,,,,, good
4:21 PM Angeleena Grant (Remote Specialist): Great, I am glad that I was able to fix your issue.
4:21 PM Angeleena Grant (Remote Specialist): May I confirm that your issue been resolved?
4:22 PM MR BEll: thank you are you ready to go
4:22 PM Angeleena Grant (Remote Specialist): Yes.
4:22 PM Angeleena Grant (Remote Specialist): Here is what I have done to fix your issue. You have contacted us an issue with the virus infection. We have checked all the locations and registry. And then deleted the infected files and also the unwanted files. Then I have reset the Internet Explorer. Now your computer is safe and secure for use.
4:22 PM Angeleena Grant (Remote Specialist): It was my goal to ensure that you are very satisfied with the quality of service that I have provided today, have I done that?
4:23 PM MR BEll: no but I san understand that you need to go .... i, ll call back some other time thanks ,, and may God bless
4:24 PM Angeleena Grant (Remote Specialist): In spite of having taken so much of your time to resolve your issue, you have been very co-operative and patient with me throughout this chat. Thank you so much.
4:24 PM MR BEll: thanks again
4:24 PM Angeleena Grant (Remote Specialist): Is there anything else I could help you with this issue?
4:26 PM MR BEll: I can not still customize my folders as I used to
4:26 PM Angeleena Grant (Remote Specialist): Please try once more.
4:26 PM MR BEll: ok
4:27 PM MR BEll: I still do not see wher I can do it
4:29 PM Angeleena Grant (Remote Specialist): What you need to do?
4:30 PM Angeleena Grant (Remote Specialist): There is the option.
4:31 PM MR BEll: I want to be able to chang my breif case as I di on the one one my left
4:42 PM Angeleena Grant (Remote Specialist): We don't have the option for customizing in briefcase. As you know briefcase is used for synchronizing the files.
4:43 PM Angeleena Grant (Remote Specialist): In other words, Briefcase keeps track of the relationship between files on two or more computers.
4:44 PM MR BEll: before the last teck help I could do the customizing now I can't .... if you say that you can not do anything ,, there is nothing that I can say,,, but that not good teck help... nott but the last teck
4:45 PM Angeleena Grant (Remote Specialist): Please try to understand what I said.
4:50 PM Angeleena Grant (Remote Specialist): Please give me some time.
5:40 PM MR BEll: I do and please try to understand what I said. if my comp got mess up before and you can do nothing ... theres nothing I can s,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,vivo you took over again when I was typeing .. I can see by the pencil above when you are typing but maby you can not. you went into desk top mand stayed there for over 28 min... as I said before maby we need to stop,, and I will call back later
5:42 PM Angeleena Grant (Remote Specialist): I am still searching for the solution.
5:43 PM MR BEll: if you are sure that this is not taking to muck of your time I will stay ,,, and thank you again
5:43 PM Angeleena Grant (Remote Specialist): I can only try.
5:43 PM MR BEll: I know how you feel ( smillieee)
5:43 PM Angeleena Grant (Remote Specialist): Are you sure you can customize that folder?
5:44 PM MR BEll: yes ,, but I will try again
5:45 PM MR BEll: nothing
5:45 PM MR BEll: the one this I was able to chang was a breiof case first'
5:45 PM Angeleena Grant (Remote Specialist): Okay.
5:59 PM Angeleena Grant (Remote Specialist): Did you mean the option of the window that you see now ?
6:01 PM MR BEll: if I understand are you asking if the windows that we are looking, is the same. are you asking me if it has been change... the answer is this is the same windows that came with my conp
6:02 PM Angeleena Grant (Remote Specialist): Alright, Mr. Bell. May I know the purpose you want to customize the briefcase ?
6:05 PM MR BEll: first it something that every comp that I have had, iand I esed it ... secone because of my vision it helps me to focus.. third because of the work that I do in my church as spiritual leader and teacher , after I copy them I will send them to the other teachers, and church members.. but mosely because I want it\
6:06 PM Angeleena Grant (Remote Specialist): May I take sometime to research about this issue ?
6:06 PM MR BEll: I have no proublem with that,, and again I thank you for your help
6:19 PM Angeleena Grant (Remote Specialist): Thank you for the patience, on my research I am sure that we cannot customize briefcase.
6:19 PM Angeleena Grant (Remote Specialist): All we can do is to set the icon as a briefcase for a file folder.
6:22 PM MR BEll: what does this mean and will I be able to do the same to all brief cases
6:24 PM Angeleena Grant (Remote Specialist): Yes, we will not be able to change the icon for a briefcase.
6:26 PM MR BEll: that what I have already ,, what point does it do to set my computer where I can not chang i=cons
6:28 PM Angeleena Grant (Remote Specialist): BY default briefcase doesn't have the customization option. Even my computer is so.
6:29 PM MR BEll: still do not understand sorry
6:31 PM Angeleena Grant (Remote Specialist): There will not have an option for customize in briefcase. But if you created a folder inside the briefcase, that can have the customize option. We have tried checking in our computer also.
6:32 PM Angeleena Grant (Remote Specialist): The files inside the Briefcase can be customized.
6:33 PM MR BEll: are you saying that you are going to creat a new program that will alow me to chang my brief case when ever I creat a new one ,,, and the ones that I have know
6:34 PM Angeleena Grant (Remote Specialist): No, I was talking that you cannot customize the briefcase. Only the files inside the briefcase can be customized.
6:35 PM MR BEll: are you talking about what I just went down and again I will go where I think you are talking about
6:40 PM Angeleena Grant (Remote Specialist): We cannot create a customize option.
6:42 PM MR BEll: just trying to understand... but if what you are saying still will not alow me to creat a custon bries to display on my desk top as I have already, do not do it. but thanks
6:42 PM Angeleena Grant (Remote Specialist): In every computer there will not have a customize option for the briefcase. Only the files and folders saved in briefcase can be customized. That is why you are able to customize the folders inside the briefcase not the briefcase.
6:45 PM MR BEll: I di it to the ones that you see today ,,,but after I had teck help I can not do it to my new ones ,, I'm still not sure what you are talking about when you say that it can not be customize... but let me try something please.
6:46 PM Angeleena Grant (Remote Specialist): Okay.
6:47 PM MR BEll: I saw what I needed rthank you
6:47 PM Angeleena Grant (Remote Specialist): Okay.
6:48 PM Angeleena Grant (Remote Specialist): what did you do with that?
6:50 PM MR BEll: there seems that there is nothing ele that can be done to hepl ,, if that is the case thin again, may GOd bless you ,,,,,,,,,,,, just look up and before I could finish you have ask me another question,, what do you mean what did I do with rthat,,,,, what it that
6:50 PM Angeleena Grant (Remote Specialist): How did you fix the issue? Let me to know please.
6:51 PM MR BEll: I have not fix anything ,, I'm still not sure what you are talking about.
6:52 PM Angeleena Grant (Remote Specialist): Okay.
6:52 PM Angeleena Grant (Remote Specialist): So now everything is fine.
6:54 PM MR BEll: what in the world are you talking about.... i, ll say it again we need to go, there is nothing being done her, and I trully feel at this point that there is nothing that can be done for my problem.
6:54 PM Angeleena Grant (Remote Specialist): I have given you the reason why we are not able to fix this.
6:56 PM MR BEll: OK OK OK OK OK OK OK OK can we go ,, you tell me one thing and I tell you another and nothing seems to be getting done ,, and all I am doing is taking up you time ,,, but please understand I thank you for your time
6:58 PM Angeleena Grant (Remote Specialist): Thank You for being very patient to me. I have tried my best. I am so sorry, if I had done anything wrong from my side.
7:02 PM MR BEll: again it is not you fault, this happen the last time when AT&T teck correct my computer and I believe that that remove a link, or program or something ,,, and it is just not in my compurter anymore.. i, m not happy but you said that you did your best.... Thanks much I do some reshurch and call back into the help teck later ..
7:02 PM Angeleena Grant (Remote Specialist): Thank you, you may now close this window to end the screen sharing session. [Close Window]
7:03 PM MR BEll: Good by
7:03 PM MR BEll has revoked all permissions.
7:03 PM Remote Control by Angeleena Grant (Remote Specialist) stopped.
7:03 PM Angeleena Grant (Remote Specialist) has ended the session.
The above was a 7 hr. support, and all of my others have been no shorter that 6 hrs.
When I call to speak to a supervisor, I would be told that they would have one call me back. Even when I ask for a web sight, or a phone no. so that I could complain.. No one would give me the web, nor the number in which to call someone.
I have had my Acer for about 6 mounts, and each time AT&T support techs work on my computer they leave more things wrong that before I call. I have a computer now that runs slow, does things by itself .. They advertise that there techs will keep my computer running without all the problems that I have indicated above, and they say that they will keep me from getting virus, or if I get one that they can remove, and restore my computer back to where it was. They have place McFee on to my computer, but when I asked them if two anti virus’s can be running at the same time. When the tech wanted to install it he said no. but when I call back and question if two could be running I was told that AT&T never install one. Yet I did see McFee on my computer before I call, but after I ended the support tech session it as not there the pointer stills freezes up when I am trying to move it. My down load speed has change, to the point that its I sometimes impossible to down load music, or even play it. I have gotten no where dealing with AT&T support tech. , but I have money coming from my checking acc monthly, for a product that is only causing me more problems than before. My printer works when it wants to. At times the printer will cycle on and off for nor reason. Computer will freeze forcing me to shut it down and open it up again. And I believe that doing this has cause a problems with some of my printer drivers. USB ports work sometime, and sometime not. Over all I have a computer that I have only had for less than a year, and after purchasing AT&T support tech package, m my computer is worse off than ever..