Jack Lawrence has a pretty straightforward definition of excellent technical support: "When you call somebody, get a human within 5 minutes, and they work on the problem then. It's not getting a trouble ticket and having somebody get back to you in four hours."
As you might guess, Lawrence has endured the four-hour-wait scenario more times than he wants to remember. Lawrence, the systems administrator at aluminum construction products manufacturer Item Products in Houston, has private-line service from AT&T.
AT&T could do a better job with service reliability, he says. In the seven years he's had private lines from AT&T, there have been cable cuts and other outages.
Lawrence also complains that customer service is questionable at times. He theorizes that AT&T has laid off so many employees that there aren't enough workers left to provide quick response times.
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