AT&T ConnecTech^® FAQs

What is AT&T ConnecTech?
How are ConnecTech services provided?
Where are ConnecTech services available?
How are ConnecTech products and services billed?
Can you charge the services I buy to my AT&T bill?
Do I get any discount for being an AT&T customer?
What hours are ConnecTech agents available?
Why is ConnecTech different than other competing services?
How do I sign up and get an account?

Computer Services FAQ

Is your technician's work guaranteed?
Do you have any additional charges I should know about?
What if I want to have the technician stay for longer than your flat rate time frame?
What if I have further problems with the service I received?
What does 4 hours of service require - what would they do?

Notebook Services FAQ

What about the security of my information on my notebook if I send it to your central service center?
If my notebook hard disk drive is failing or failed and requires that it be replaced, what happens to my information and all of the software used to run my computer?
How long should I expect my notebook repair to take once I send it in?
What if I want to have my notebook repaired faster? Can I pay extra for faster shipping and repair times?
If my brand of computer is not one you have listed to repair, what can I do?
You say you fix screens, isn't that the same as replacing them?
If I want to pack up my notebook and ship it to your repair center myself, can I do that instead of waiting for a box?
If I take it somewhere- won't they just fix it there? Then I don't have to send it out.
What is done if something happens in shipping?

General AT&T ConnecTech^® Frequently Asked Questions (FAQs)

What is AT&T ConnecTech?
AT&T ConnecTech is AT&T's suite of support, installation and maintenance services which provide comprehensive computing and home entertainment assistance.

How are ConnecTech services provided?
Depending upon the type of service provided, you may receive help over the phone, in your home or by mailing in equipment. Please see our service listings for details.

Where are ConnecTech services available?
ConnecTech products and services are available in all 50 states with some limited restrictions. Your zip code will be checked for availability when ordering a service.

How are ConnecTech products and services billed?
Most AT&T ConnecTech products and services can be billed to your Visa®, MasterCard®, American Express® or Discover® card account.

Can you charge the services I buy to my AT&T bill?
No, not at this time.

Do I get any discount for being an AT&T customer?
We are offering very affordable and competitively priced services with no hidden charges. Although from time to time, there may be special offers with combinations of other AT&T Services, we feel strongly we are currently offering a great value.

What hours are ConnecTech agents available?
ConnecTech agents are available 8 AM to 11 PM Central Standard Time for assistance, seven days a week. Please click here for all contact options.

Why is ConnecTech different than other competing services?
No other company provides such a vast array of widely available products and services at highly competitive prices backed by the credibility of a company like AT&T with such an extensive history of superior customer service.

How do I sign up and get an account?
You can do it all online. Create a new account now.

PC/Home Network Installation - Computer Services & In-Home Support - TV & Home Theater FAQs

Will the technician call before they arrive?
Yes, our technicians will attempt to call before they arrive to confirm a more exact time of arrival.

What does the appointment "time window" mean?
Our arrival "time window" allows for a range of time that our technician will arrive. Taking into account traffic, travel time from previous appointments and other circumstances, our technicians will make every reasonable attempt to be there as early in the time frame as possible.

What will the technician bring with them at the time of the appointment?
Our technician has tools to help with installation or computer services but will not have additional products to sell you. You must be sure to have all the necessary technology services and products prior to the technician's appointment. Our technician will provide an AT&T work order that will assess all of the work you requested based on your purchase and review the answers you previously provided to certain questions when the appointment was originally scheduled.

What if I need to change my appointment? Are there charges?
We ask that you notify us immediately by calling 1-800-344-1734. If you cancel within 24 hours of the beginning of the appointment time window, there is a cancellation fee.

What if I need additional or different things done than what is listed on the services you offer?
Additional time when a technician is already at your home can be purchased at our current hourly labor rate (provided the technician has open time available). The rate will be quoted by our technician. If possible, please let us know what you want ahead of time and we can make sure our technicians are prepared to assist you. If you don't decide until our technician is there, we can help arrange charges over the phone.

How can I be sure that I have everything I need before my appointment?
We can review the necessary and qualifying components with you at our call support center. Please call us at 1-800-344-1734.

Do I have to be home when the technician shows up, or can anyone be there?
Our services require that an adult aged 18 years or older be present for the entire duration of the appointments. If you are requesting the service, you don't have to personally be there; however, we will need someone you authorize to act on your behalf who is age 18 years or older. We will need access to the equipment and/or computers needed to complete the service, including passwords, electrical power, and any customer-supplied hardware. For computer and home network installation services, all computers must be in working condition.

Do you build furniture or desks to help set up my computer?
No. Furniture must be assembled, built and fully functional before our technician arrives if you want that to be part of the location for installations. We also do not move or relocate any furniture.

Do I have to already have high speed services before the installation appointment, or can AT&T help me get that too?
All installation services that require high-speed download or connection for sharing must have a pre-existing high speed subscription. If you wish to have AT&T High Speed Internet service, our representatives can help to get that arranged if your area qualifies for that service.

Is your service guaranteed?
We offer a 30-day guarantee for labor performed during the appointment. Please note that further installations, modifications or other service done beyond the service originally requested are not covered. Repairs are not part of our installation services. We do offer repair services separately with a guarantee on that service.

Why don't you cover older Windows versions or other operating systems? (Like Windows 98 or ME or Linux)
Although we would like to cover installation with all possible operating systems, we are currently supporting Microsoft® Windows® XP Home and Pro versions, and Windows VistaTM Home, Premium, and Ultimate versions. We do not cover any other types of operating systems for PCs at this time. For Apple® products, OS 9 and above are all that we support.

Are my data files, music and files safe?
All services require you to back-up any critical data, pictures, music or applications prior to our service. AT&T ConnecTech Service and its service technicians or agents are in no way responsible for your data loss or management of your data.

Are there other terms, conditions or things I need to know?
We have the terms and conditions of services we provide available here. If there is any reason someone cannot reach that website, customer service representatives can access it and answer questions by calling 1-800-344-1734.

Computer Services FAQ

Is your technician's work guaranteed?
We guarantee the labor provided by our technicians or third party representatives for thirty (30) days, based on the work requested at the time of purchase. Changes to the operating system configuration, additions of software applications, or new hardware after the service will void the guarantee. Computers not currently running updated virus protection will be ineligible for further guarantee if virus symptoms or related issues arise after the service is provided. It is strongly recommended that every computer is running commercially known virus and spyware protection.

Do you have any additional charges I should know about?
Our flat rate labor for support is intended to be provided most times on the basis of 1.5 hours during the visit. On occasion that may be extended at the discretion of AT&T. If repairs cannot reasonably be completed in the standard time interval, or you request additional time or service during the service call our technician can quote you our current hourly labor rate for continued PC service when attached to a service event already in progress. If we are providing parts and labor, there may be additional charges for additional parts or additional labor to help remedy a problem. These options are available to you at your choice to accept them.

What if I want to have the technician stay for longer than your flat-rate time frame?
You can request additional hours of work at our current hourly labor rate which will be quoted by our technician. If the technician cannot stay because of schedule conflicts, you should call 1-800-344-1734 and request another service call be scheduled. You can request the same technician if you wish and we will attempt to accommodate your request.

What if I have problems with the service I received?
If you have problems, we want to know. We will work with all reasonable requests to do what we need to make it right. Please call us at 1-800-344-1734 from 8 AM to 11 PM Central Standard Time, 7 days a week.

What does 4 hours of service require -- what would they do?
There are many things our technician can do to increase the performance of your computer and help with back-ups, tune ups and data management. They must be PC related. This is a one visit service call, and will be 4 hours or less for the offered price.

Notebook Services FAQ

What about the security of my information on my notebook if I send it to your central service center?
AT&T and its service partners are committed to respecting your privacy. You are responsible for encrypting your data (not the operating system) or removing it from your computer prior to repair. It is your responsibility to back up all software and data on your computer's hard drive(s) and/or any other storage devices prior to shipping to AT&T's designated centralized service facility. AT&T and/or its designated service provider shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.

If my notebook hard disk drive is failing or failed and requires that it be replaced, what happens to my information and all of the software used to run my computer?
Services are provided in an environmental-compliant environment that includes Department of Defense (DOD) Level 3 data standards. That DOD level means that there are extensive measures taken to destroy all data on hard drives or other data stored media. Our centralized service centers are ISO 9001 certified. Please note: Notebook owners are responsible for the data on their hard drives and it should be backed up prior to shipping to any service center.

How long should I expect my notebook repair to take once I send it in?
Depending on the date of shipping and the day of the week, our standard turnaround time once it arrives at our central repair service center is 3 business days (defined as Monday-Friday, except holidays) for repair and quality checks, before shipping it back to you. Shipping the box to you and your notebook back to you are part of our service price, and will add to the total turnaround time.

There can be ways to avoid un-needed delays by assuring that your notebook ships with the following included:

a) The proper power supply-power cord used to run the notebook (sometimes it can be the cause of issues)
b) The recovery or system discs that came with the notebook at the time of purchase
c) Password are needed to access the operating system -- without them it will be impossible to assure proper hardware configuration or maintain quality control on the repair
d) We will ask for all of these during the assessment questions in the process of purchasing the repair, but this cannot be stressed enough.

What if I want to have my notebook repaired faster? Can I pay extra for faster shipping and repair times?
Currently overnight shipping options are not available. It will be something we will be adding as an option in the very near future.

If my brand of computer is not one you have listed to repair, what can I do?
Any other brand repairs are not available for immediate purchase. We will be offering a special/custom service option in the future. Currently, that is not available.

You say you fix screens, isn't that the same as replacing them?
Some screens can be repaired or certain things that supply the signal to the screen can be repaired; however, if a screen has been cracked or damaged in any way it almost always will need to be replaced.

If I want to pack up my notebook and ship it to your repair center myself, can I do that instead of waiting for a box?
Not at this time. We require customers use our shipping companies' supplied boxes, as they are designed to accommodate today's notebooks with protection. We also will supply the shipping label with the supplied box.

If I take it somewhere- won't they just fix it there? Then I don't have to send it out.
Although service centers in many retailers today offer to service your computer, if diagnosis determines that hardware needs replacing, the notebook could be sent out to a service center as well. That takes time for their diagnosis and shipping time through their back room. We can start a diagnosis right away over the phone and by remotely logging into the computer. If it is software or settings, you could be up and running without ever carrying it in anywhere. If it is hardware issues we can immediately start the repair process and get a box shipped to your home or home office, no need to take it somewhere.

What is done if something happens in shipping?
In the unfortunate event of shipping damage, you need to make note of it to the carrier upon arrival. All return shipments have a "signature required" status for your protection. Please contact us at 1-800-344-1747 and ask for our supervisor. We expect that will happen within 3 days of receipt. We will work quickly to determine the best course of action.