AT&T's Web site "Phone Book" and support of it

[Romenoff]

PLEASE IF YOU READ NOTHING ELSE, GO TO THE BOTTOM OF THE PAGE AND READ THE RED:

So I started using the Web sites online phone book (When you look at your online bill and select the numbers you can convert them to names rather than numbers).

Well two weeks ago it stopped working. It would allow me to edit the numbers but when I attempt to save them it took me to a "Ooops page not found" pop up. Thats not so bad providing you can reach someone in support to tell that the website isn't working so they can put it right. 

Holy smoke that's when I realized I was the customer of the worst Customer Support Org, I had experienced. Not only do i put up with bobbins connections, my supplier doesn't want to hear from me when they are down and don't know it.

I have written emails, chatted with Charlie, made 8 calls, all of which took longer than 20 minutes a pop, to try and explain the website doesn't work properly. To which I got emails telling me how to login and use the phone book and a raft of other subjects.

I finally got it in my head that someone should know know and I was not going to go to Verizon without a fight so I called them again. I didn't take "No" for an answer and spoke to a 2nd or 3rd Teir Tech Support. After he had tried to get me to restart the browser etc he finally got it. the Phone book would not let him edit the numbers to names.

Fantastic I thought. He created a ticket, gave me the number and said I'd get an email. Unbelievable!

I got the email next day below:

"Hello,

Unfortunately, you are an individual responsible user, and these account types are not handled by Premier. Please contact Customer Care at 1-800-331-0500 for further assistance.

Sincerely,"

So My question is:

Who is the Executive responsible for the AT&T Website.? 

He/She needs to know that AT&T's website support and customer interaction, is straight out of mickey mouse land and more than iPhone's at Verizon & more than the worst connections in the US, leaves enough bad taste in customers mouths to make them consider moving. 

Who is his/her Boss?

Because the Exec above is out of touch and if CHURN is an issue at AT&T, then someone needs to focus on the customer, and the Guy/Gal above just isn't cutting it.

[letsberesponsib…]

Hi,

I just wanted to let you know I have the same problem.  My online phonebook was working fine, until the website "redesign" a month or so ago which messed everything up.  Now, I also cannot add/edit phone numbers. 

I chatted yesterday with a representative and it turns out that it's THEIR problem, and they're having the technicians working on it. But yes, it's a little ridiculous that until that revelation you have to give out your SSN (really, for a website complaint!?) and account info.  And in the end, it turns out that the phone book is just non-functioning.

I'm honestly dumbfounded how a large company like AT&T can still have this phone book problem after more than a month since the new website went live.  Honestly, I liked the old site better - it was more user-friendly and, guess what, had no problems with the address book!

So, I suggest, unfortunately, that you just wait patiently like the rest of us until the problem gets solved.

I do think it's quite unbelievable.

[rlee7421]

Mine is showing the name for the number on the tan for text but only shows the number for the talk tab

[VI.lady56]

I'm on my laptop and on AT&T website and am having trouble using the on line phone book. The edits do show up on my 'previous' bill but not on the most recent usage list. I tried a tech to help me fix this and while she was very nice she assumed I was calling for support for my phone. When I told her I was doing this from my laptop she wanted to know what make it was. When I answered that question she told me to get in touch with the company that made my laptop. It's all so frustrating, does anyone have a solution for this or will I have to wait for the website to be fixed.