Man! What a Long hard road. Friday, the start of Mother’s day weekend, our modem started acting up. At the time we attributed the disturbance in the force to the servers we were playing on and the high traffic of a holiday weekend. Saturday morning – KABLOOEY, Internet down.
With the hubby being an IT tech I wasn’t worried, just impatient. I had the whole weekend planned out. I wanted to spend the morning finishing up the Children’s Week quests (yes, we are a World of Warcraft Family) and I had wheedled the boys into getting my Paladin to 85 (max level) as a mother’s day gift.
After The hubby figured out the problem was in the modem and he couldn’t fix the problem himself, he called AT&T direct. After 10 minutes on hold, he received tech support from a… Misguided? New hire? .. For good Karma sake let’s go with a young lady who offered to ship us one over night so that it would get there tomorrow.
That should have been Our first clue… Tomorrow was SUNDAY.
After continued conversation she informed us that we could drive to the local AT&T store and pick it up that day. She added that they would still bill the account so there was no upfront costs to us and that she hoped we’d have a good weekend. Hubby asked her three times if she was sure that we could pick it up at the store and that they would bill the account. She, Three times, assured us that it would work out that way. We also confirmed the address of the local AT&T store a couple of times as our destination.
So off we went.
The local AT&T store wasn’t too far away and the man we dealt with there was really nice. He informed us that they didn’t even carry a stock of modems and had never heard of picking it up at the store and billing the account. As far as he knew, it just wasn’t done that way.
That should have been our SECOND clue.
The address of the repair facility made the trip 40 miles, but since my heart was set on a family raid and finishing the children’s week quests, Hubby smiled and we loaded back into the car. We’ll do Lunch at “Five Guys” while we’re out there, and its a beautiful day to be out and about… What the hell.
The second AT&T store was hell. The attendants were rude, they wanted to charge us almost twice the price for the modem and when we told them about the customer service deal, he simply turned and helped a different customer. I was so angry I could have spit in his face. Hubby gets back on the phone (good thing it was the weekend so it didn’t use up my minutes) and waited on hold for OVER 20 minutes.
I was about ready to take my phone back and do a little tap dance on it. At the end of the LONG wait we finally got a helpful support. It wasn’t what I wanted to hear… It wasn’t what I had wanted for Mother’s day at all.. But at least she was honest, and friendly and apologetic. She shipped us the modem, apologized for all the hassle and hoped we still had a good mother’s day. By that time I was beyond angry.
We stopped off, grabbed burgers and headed home. Everyone was kind of lost without internet but we made due by watching movies as a family. Eventually I got in a better mood.
Mother’s day was wonderful, despite the lack of internet. THe boys took me out to breakfast and to Stone Mountain! I am glad we had the time time together without the internet, but I would have still liked to finish the Children’s week quests. 😉
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