How to reach a representative that will actually be able to help

[BellaR]

My company rents apartments to people undergoing cancer treatments in the Houston area and we provide the AT&T U-Verse for them.  I manage 13 U-Verse accounts in my job.  That means that in an average week I have to make at least one phone call to AT&T.  That means I will have to give up a whole day of work to get some small matter taken care of.  I have found that I can call 5 times and get 5 different answers to my question.  I have asked one of the representatives before how to get the good person on my first call.  He told me there is no way to do that.  I just have to hang up and try back if I think that person was wrong.  Because of that, I often have to put in hours off the clock trying to reach someone willing to help.  My boss is tired of my time being spent in an ineffective system and I am too.  My boss told me if the latest matter wasn't taken care of properly we would be leaving AT&T.  It wasn't.  As soon as I left work, my client was calling to tell me that I was right and the representative was wrong.  When I called back the next day, I called 2 different people to ask them what to do when people give me answers I know are wrong because I have already experienced this with a previous account.  They were no help and one of the ladies told me it sounded like we would just have to take our 13 accounts somewhere else since my boss doesn't like me spending this much time taking care of problems.

I would gladly listen to my boss and set up accounts with someone else and leave AT&T, but I don't know if any of the other providers in the Houston are any better.  Surely there has to be some way to get matters taken care of without wasting a whole day and working off the clock to find someone that can help.  

Someone please help!!! 

[texasguy37 ACE - Champion]

Can you give us some examples of the types of issues that come up that you are referring to?

[BellaR]

We have had 2 recievers go out.  The best way to handle that I have found is with a 3 way call.  That was done through a higher level tech.  I have only had one representative that would do that.  The most recent one told me that she didn't need me on the phone she would call them.  I told someone would need the passcode for the account.  She told me I had given the passcode and nobody would need it again.  My people called after I left needing the passcode because they couldn't get the necessary tests done without the passcode.  Unfortunately, I was out of pocket.  They told our client they would send a tech to them.  This had already happened to another apartment.  I was told that time we will be charged for a tech visit since the necessary tests weren't done.  The higher level tech I finally got did the 3-way, performed the necessary tests, told me the reciever was bad, had a new receiver sent out and we didn't have to pay for the tech visit.  This time when I called back about being charged for the tech visit I was told to just let the tech come and then dispute the charge after it comes up on the bill.  That was the supervisor I talked to.  I told her that meant I would have to spend more time on the phone trying to get something taken care of and my boss has already said we aren't going to waste time getting things taken care of.  We will just move our 13 accounts.  She said it sounds like we need to just pay the fee and move your 13 accounts if I don't want to make the necessary phone calls to get things taken care of.  My boss was really impressed with that!

We have the Pay-per-view blocked on the accounts, trying to get the pay-per-view unblocked for someone who will be in "long term" (more than a couple of weeks) is very difficult.  The first time it took two days of phone calls and numerous "try backs".  I need to go in and get it blocked again on one account because the people moved out.  I am NOT looking forward to that one.  

I am still trying to get copies of quick guides and quick fix guides sent to us because the people get the TV on the screen where it is black screen and has red words, "unusable signal".  Most techs won't help with that at all because it is a remote issue.  I have to tackle that myself over the phone with no assistance.  If I could get the guides for the apartments that might help me.  I spent several hours a month ago and finally got a very helpful person who told me they were sending out the copies I asked for and they should be here in a week.  Still no guides.  I haven't cleared enough time to try that one again.  He also told me they were going to hook me up with someone who would be personally responsible for my acct. and they would be contacting me within a week.  That never happened either. 

I could go on......

[mibrnsurg ACE - Geek]

You can download, then print out,  both of those manuals here under ATT U-verse TV Equipment Manual & Guides:

http://www.att.com/esupport/uverse-user-guides/?source=EZ000000000USPA4U

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[BellaR]

I do know that I can download them, but having an official, heavy paper document that looks official makes it more likely that the clients will actually use it.  Just having a paper downloaded from the computer usually gets thrown away because the people coming in think it was left by someone else, or the cleaning lady throws it away thinking it is trash from the previous client.    Since they are going in the apartments I really would like the brochures because I do think it looks more professional, but I guess the papers from the internet are at least something.  I even offered to pay for the pamphlets when I talked to the representative and asked how much they would cost.  

[mibrnsurg ACE - Geek]

Well, then you could contact Alex, the AT&T Community Manager that has helped many users, by Private Message (his response, blue letter in upper right are PMs). Include your full name, account # and good phone #.:  He might be able to get the versions you want.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

Let us know how things work out if you can after contacting Alex.

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[BellaR]

Okay.  I have done a PM with Alex.  Any answers as to how to reach someone who will take care of my problems in a timely manner rather than having to call back several times and get wrong information over and over?  You really don't understand how unahppy my boss is with this matter.  He doesn't put up with things like this.  If I don't get answers here from this forum, then I have to find a reliable company that will take care of our needs.

[Computer-Joe]

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BellaR wrote:

Okay.  I have done a PM with Alex.  Any answers as to how to reach someone who will take care of my problems in a timely manner rather than having to call back several times and get wrong information over and over?  You really don't understand how unahppy my boss is with this matter.  He doesn't put up with things like this.  If I don't get answers here from this forum, then I have to find a reliable company that will take care of our needs.

---

Not sure if it's happened yet, but Alex will have someone call you.

As far as the PPV issue, isn't there a way to lock out PPV through parental controls or something right on each STB (it's been a few years since I've had any STBs)?

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[BellaR]

I haven't gotten a phone call from anyone yet.  

As far as the PPV issue, what is an SBT? or whatever you said?  I just know the great guy I got on the phone, who was actually very helpful and took me 3 seperate calls, more than 10 different representatives (I was transferred several times on each phone call) and more than 2 hours of my time spent on the phone told me that I would have to call to have the PPV deactivated again when the people moved out.  He told me I could set up parental controls, but I would have to be in the apartment to do that because it would be done through the remote.  Since my office is 4 hours away from the apartments, it is not possible for me to go to each apartment when tennants move out to make sure the controls have been set.  Calling will be the best option for me. 

[Computer-Joe]

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BellaR wrote:

I haven't gotten a phone call from anyone yet.  

As far as the PPV issue, what is an SBT? or whatever you said?  I just know the great guy I got on the phone, who was actually very helpful and took me 3 seperate calls, more than 10 different representatives (I was transferred several times on each phone call) and more than 2 hours of my time spent on the phone told me that I would have to call to have the PPV deactivated again when the people moved out.  He told me I could set up parental controls, but I would have to be in the apartment to do that because it would be done through the remote.  Since my office is 4 hours away from the apartments, it is not possible for me to go to each apartment when tennants move out to make sure the controls have been set.  Calling will be the best option for me. 

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Did you get any message back from Alex? (little blue envelope, upper right corner of page)

The STB or Set Top Box is the silver box that sits by the TV. Yes you would have to set the parental controls using the remote. Do you not have a local building manager/supervisor that inspects the apartments after they are vacated? That person could reset the lock at that time. Then if the new tenant wnats PPV they could just call you or your manager for the passcode.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[BellaR]

No, I have not gotten anything back from Alex.  I have checked the blue box at the top daily and it says I have no new messages.

We do have a lady who does check the apartments for us.  She is an older lady who doesn't text because she doesn't want to do that much technology stuff.  She only does phone calls.  I don't think that would be her cup of tea either.

Believe me, I have tried everything I can to make my life easier.  There is one concierge guy at the apartments who will go and help the tenants when they get that black screen with the red words unusable signal, meaning it is an issue with the remote.  He has gone to part time and won't be available as often as he has been, so I REALLY need those guides to make my life easier!    

[mibrnsurg ACE - Geek]

Since you've not heard from Alex. try contacting Julie, the AT&T Community Specialist that helped many users infront/behind the forum scene, by Private Message (her response, blue letter in upper right are PMs). Include your full name, account # and good phone #.:

http://forums.att.com/t5/user/viewprofilepage/user-id/2363489

Let us know how things work out if you can after contacting Julie.  Good luck

Chris

---

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[BellaR]

Thanks,

I did resend to Alex because it appears I didn't know how to address it and just sent it to some random guy named Alex.  Julie's had an AT&T logo.  The one I sent to Alex didn't.  Hopefully that will help too.

[Computer-Joe]

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BellaR wrote:

No, I have not gotten anything back from Alex.  I have checked the blue box at the top daily and it says I have no new messages.

We do have a lady who does check the apartments for us.  She is an older lady who doesn't text because she doesn't want to do that much technology stuff.  She only does phone calls.  I don't think that would be her cup of tea either.

Believe me, I have tried everything I can to make my life easier.  There is one concierge guy at the apartments who will go and help the tenants when they get that black screen with the red words unusable signal, meaning it is an issue with the remote.  He has gone to part time and won't be available as often as he has been, so I REALLY need those guides to make my life easier!    

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I'm surprised you have not heard from Alex. I wonder what's up?

I know you want the professionally produced guides, but if time is that short, you could print up the online copies and have them laminated at your local Office Depot (or similar store) for around 50 or 60 cents each. That should make them heavy duty enough to last a while and hopefully not get confused for garbage. Another option is to just print them up and include them in the lease package paperwork, point it out to them when they sign the lease.

I know doing this stuff would take some extra effort, but it would solve your problem with the guides immediately and eliminate any effort in the future dealing with it as well as allow you to take back a little control over the situation because dealing with AT&T CS lately has a tendancy to make you feel like the situation is totally out of control.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[BellaR]

I think sending it to the right Alex will help, assuming I have the right Alex now and have sent it correctly.  

I just need to go through those, find the one that tells what to do when the black screen with red words, "unusable signal" comes on, try to copy and paste it and blow it up really big so that it is easier to read, not so many words, laminate that and do that.  Since the people I rent to are all over the world, I rarely ever talk to them in person either.  My meetings are through email and phone calls.  

It is a crazy setup, but it works......All except for getting things taken care of with anything involving AT&T.  The thing I REALLY want to find out is how to get anything taken care of with one phone call and that information be accurate.  Spending hours on the phone, calling back time and time again trying to get someone who will really be able to take care of the situation is going to be the reason my boss will leave AT&T. 

One time was a computer issue.  I kept getting the same error message with our internet in the office and had to restart my computer several times a day because I was losing my internet connection.  I did like the person told me to do and called while I had the error message box on the screen so I could read exactly what the message said.  When I called back, the lady told me that would be easy to fix.  She told me to click the X in the corner.  I asked her didn't she want me to read the message to her.  She said she did not.  I clicked the X in the corner.  She told me that should have everything taken care of, the box should be gone, she was glad she had the chance to help and thanked me for calling AT&T and was there anything else she could do for me.  Not the help I was expecting!!  I had to wait for another message and call back again.    

[ATTAlexCM]

Thanks everyone!

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BellaR wrote:

My company rents apartments to people undergoing cancer treatments in the Houston area and we provide the AT&T U-Verse for them.  I manage 13 U-Verse accounts in my job.  That means that in an average week I have to make at least one phone call to AT&T.  That means I will have to give up a whole day of work to get some small matter taken care of.  I have found that I can call 5 times and get 5 different answers to my question.  I have asked one of the representatives before how to get the good person on my first call.  He told me there is no way to do that.  I just have to hang up and try back if I think that person was wrong.  Because of that, I often have to put in hours off the clock trying to reach someone willing to help.  My boss is tired of my time being spent in an ineffective system and I am too.  My boss told me if the latest matter wasn't taken care of properly we would be leaving AT&T.  It wasn't.  As soon as I left work, my client was calling to tell me that I was right and the representative was wrong.  When I called back the next day, I called 2 different people to ask them what to do when people give me answers I know are wrong because I have already experienced this with a previous account.  They were no help and one of the ladies told me it sounded like we would just have to take our 13 accounts somewhere else since my boss doesn't like me spending this much time taking care of problems.

I would gladly listen to my boss and set up accounts with someone else and leave AT&T, but I don't know if any of the other providers in the Houston are any better.  Surely there has to be some way to get matters taken care of without wasting a whole day and working off the clock to find someone that can help.  

Someone please help!!! 

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Welcome BellaR and thank you for posting. I'm sorry to hear about the trouble. I received your Private Message from today and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.  Not sure what happened to the first one you sent over but we'll gladly get you in touch with the group that can look into your request.

Regards,
Alex

[BellaR]

Yes, thank you to everyone!!!  I am looking forward to being able to take care of things without a lot of hassle!!!