Persistence Pays Off

I went to the AT&T store today to get a comparison of their HD signal vs. mine. It was markedly better. So that told me there HAD to be something going on at my home to get this poor quality of TV. I put in another call to tech support. Asked to be immediately transferred to Tier 2. Enter Dustin. If blessings do indeed come in even small places, Dustin is the prime example of it. He shares my affinity for home theater and offered ideas that no other technician has. Between the two of us, the picture quality was improved VASTLY over what I had been getting. No comparison. And along the way of this 90 minutes support call, we chatted about different TVs and surround sound options and this and that. It was great! Like talking to a friend! I was so impressed by his level of service, I asked for his manager’s contact info so that I could commend him. Too often managers only get angry correspondence, but I wanted to make sure he got the accolades he deserved. He made me feel valued as a customer and has most likely saved me from having to be a Comcast customer for a long while. There’s still an audio issue…the HDMI firmware is not allowing surround sound to pass. So I’m going through an optical cable, but it has its own issue with sound going in and out. No work around presently, but at least he knew about the issue. No other person has. Three in-home technicians; several phone support calls…and HE was the first and only one to work out a fix.

Is the picture quality BETTER than what I have with Comcast? It’s debatable now. But one thing is for certain, all the people I badmouthed this service too, I’m going to have to go back and tell them that AT&T stuck with me to the end. Be patient with the new service/technology and eventually a livable quality will be reached. For the money, this will do.

Persistence Pays Off

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