By Dan Cassuto - bio | email | Twitter | Facebook | Blog | (608) 661 2727
STOUGHTON (WKOW) -- An AT&T customer named Dawn Erickson ordered internet service this spring using a 3G modem that connects wirelessly, like a smart phone.
AT&T sold her a modem and collected a deposit totaling about $250.
Erickson says she wanted the internet so her 10-year-old daughter could use the web for homework.
But Erickson says the internet never worked properly.
She spent five days in a row troubleshooting the problem with AT&T and making trips to and from the company's store on Madison's east side.
After a week of troubleshooting, Erickson says an AT&T manager told her the 3G wireless modem service wouldn't work in her mobile home community in Stoughton.
"She looked it up and said the service isn't available in your area," said Erickson, who bought service from AT&T after someone from the company called to offer it to her.
An AT&T spokesman told WKOW that service is, in fact, available in her area and the signal is very strong. AT&T's corporate spokesman wasn't sure why a manager would've said anything differently.
Nevertheless, Erickson returned the modem and was told she'd get a full refund.
She asked Call for Action for help when AT&T didn't send her deposit check for more than two months.
After Call for Action confronted AT&T, the company promptly sent the refund check.
"I'm very grateful," said Erickson, who has no plans to order internet service from anyone else.
AT&T sent WKOW this statement: "For us, it's all about providing our customers with a great experience and to do that, we do our best to match each customer with products and services to meet their stated needs. It looks like that didn't happen here and we apologize for that. We do have a return policy to address situations like this and we're happy that Ms. Erickson was able to get her full refund."
