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Hard drive is broken - no one answering at technical support

I pay for a protection plan. My Genie is displaying "Hard Drive is Broken, call 1-800-531-5000, code 222." I was on hold for 1 hour last night before being disconnected during a call transfer. Today I called the protection plan number to place a claim, 800-288-2020. It is actually billing so they can verify you have the protection plan before sending you to technical support. I held for 1.5 hours and gave up.

Did AT&T furlough all its technical support call center people?

Responses

Constructive

Employee

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34K Messages

5 years ago

Did AT&T furlough all its technical support call center people?

in a nutshell yes they have closed many call centers all over the world due to the corona virus,they are running on a skeleton crew but still receiving record breaking calls, i suspect most of these calls could be avoided by people reading the link in the big orange box at the top of every page or paying attention to the news hold times are upwards of 2 hours and tech attendance is at an all time low as well

-------------------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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S

SMBeckTX

Teacher

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10 Messages

Unfortunately, I have no other option to solve my problem other than speak to a tech rep. All the AT&T physical stores are closed, no one answers any number, other than billing (who I had to go through first to verify my protection plan), and I am stuck with a broken hard drive.

I thought most companies were moving call center employees to work from home. I believe I talked to two people in other countries in billing, with no problem getting through.

Like

5 years ago

0

C

Constructive

Employee

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34K Messages

@SMBeckTX work from home call centers isnt possible, call centers have thousands of lines, whereas most homes have 1 and when that person gets off work the personal home phone would continue to ring all hours of the evening. the call center people were given 160 hours of personal paid time off to deal with children out of school or if they are feeling under the weather or act as a care giver for an ill person.

-------------------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.

Like

5 years ago

0

N

nabukl

ACE - Professor

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2.3K Messages

@constructive, actually that's not true work from home IS possible because I worked from home the last time I worked for direcTV. When ATT took over they got rid of the work from home option. Technically I actually worked for assurion which manages the protection plan for DirecTV, they had a work from home program and that's what ATT eliminated.
You get access to a private server that you log into and it handles all the software needed and controls your phone, when your shift is done you log out and your phone is released.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

5 years ago

0

Constructive

Employee

•

34K Messages

@nabukl asurion is the insurance for all carriers and other electronic providers, and was never a part of att or directv, since they dont allow work from home on a regular basis att does not have a system in place to allow thousands of call center workers work from home and with the rapid spread of the virus there was no time to implement a process

-------------------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.

Like

5 years ago

0

SMBeckTX

Teacher

•

10 Messages

Funny how lots of other companies have been able to do it, but AT&T can’t figure it out.

I have received emails from every other business I deal with, explaining their changes being made and how it affects the consumer, how they are trying to continue to serve us, etc. Nothing from AT&T.

Like

5 years ago

0

M

Marilou

New Member

5 years ago

yeah, it's bull. I have a "no signal" floating on all my TV sets and I pay for protection as well. Been on hold for 1 hour. If they won't fix it or answer the phone I will just suspend my service but the minimum is for 30 days. Ridiculous.

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