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L

New Member

Sunday, April 26th, 2020 2:44 PM

Direct tv installation

Why did AT&T send an installer to OUR HOME without wearing a face covering during the Covid19 pandemic. YOU PUT US AT RISK DOING SO. SHAME ON YOU, I WILL BE PERSUING THIS FURTHER! I SPECIFICALLY ASKED IF THEY WOULD AND WAS REASSURED THAT THEY WOULD DEFINITLEY BE WEARING FACE COVERING!!!! I AM BEYOND IRRITATED ANOUT THIS! I WANT ANSWERS!! THIS IS UNACCEPTABLE!!! PUTTING YOUR CUSTOMERS HEALTH AT RISK IS BEYOND BELIEF!!!!!!

Accepted Solution

Official Solution

ACE - Expert

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20.8K Messages

4 years ago

@LCrowl

A customer support agent has no way to guarantee a tech would be wearing a face (mask). They can put a note on the order that it is requested, but it depends on your state if it is required or not. So in that case it is up to the individual tech, or perhaps the rules of the dispatch they work out of.

I live in a state where there is currently no requirement for masks. Some people wear them, some don't. So until there is a statewide ruling requirement masks for everybody, then I shall make no assumption that a tech coming to my home will have one.

The alternative is having your own spare unopened mask to offer them.

ACE - Expert

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296 Messages

4 years ago

Did you offer the installer a mask when he showed up without one?

It's called CYA.

Employee

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1.2K Messages

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am a DIRECTV employee, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.

Employee

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1.2K Messages

4 years ago

there is no way anyone on the phone could promise a tech would be doing anything whether wearing a mask or washing his hand before getting out of the truck. Did you let him in the house? Did you allow the work to be performed? Directv hires 3rd party installers. They are not directv employees 3rd party companies have their own regulations

ACE - Professor

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2.3K Messages

4 years ago

A csr can't assure anything that the tech will or won't do all they can do is note the work order it's up to the tech and dispatcher to actually read the note (or not) in most cases work order notes DON'T get read

Employee

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1.2K Messages

@nabukl  doubt they requested and only assumed the tech would wear a mask

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am a DIRECTV employee, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.

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