When I asked rep to speak to his manager: HE HUNG UP ME!

[chrisrubystevens]

This is the first time I have ever decided to express my frustration with AT&T's phone customer representatives. I decided (hopefully won't regret) switching our services from our current home over to our new home. The first rep scheduled me tentatively for a date, but gave me no specific time; promising me he would call me back the next business day: HE DID NOT. I had to speak to a total of SIX representatives to confirm what location, time & date they were sending the tech. The third representative I spoke with, could NOT for the life of him, understand my new address. I spelled it out for him 5 or 6 times. Finally, worried that he hadn't gotten the correct address, I asked to speak to his manager: he hung up on me. I called back and the 6th rep was great, but unfortunately, couldn't transfer me to the 3rd rep's manager and in effort of transfering me to her manager: hung up on me, as well. I don't know how else to let this company know that their customer service reps are not doing their job? After being on the phone for 45 minutes, speaking to 6 different people: I can definitely confirm that the service itself is great...the customer service and professionalism are far from that. Truly disappointed. 

[oufanindallas]

Send a PM to Alex, he or someone from his team will contact you.

[RobertPBell]

I had a similar problem.  Don't know if they HUNG UP or merely were disconnected.

What was worse was that the person left my account "open" (logged on) so when I called back, the rep could not access my account - for several hours.

This left a bad taste in my mouth about the whole deal.

You go online, set up the whole thing, and then they make you CALL someone.  How antiquated is that?

[dhascall ACE - Master]

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RobertPBell wrote:

I had a similar problem.  Don't know if they HUNG UP or merely were disconnected.

What was worse was that the person left my account "open" (logged on) so when I called back, the rep could not access my account - for several hours.

This left a bad taste in my mouth about the whole deal.

You go online, set up the whole thing, and then they make you CALL someone.  How antiquated is that?

---

Most AT&T TS and CS staffers ask for a callback number in the first 25 seconds of the call and they should call you right back if disconnected.  If they do not say "is (xxx) xxx-xxxx a good callback number," ask if they will take it down for that purpose.  I have had a few disconnects and got immediate callbacks on most of them.

You could contact Alex, one of the AT&T Community Managers, to lodge a formal complaint.

[MicCheck]

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dhascall wrote:

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RobertPBell wrote:

I had a similar problem.  Don't know if they HUNG UP or merely were disconnected.

What was worse was that the person left my account "open" (logged on) so when I called back, the rep could not access my account - for several hours.

This left a bad taste in my mouth about the whole deal.

You go online, set up the whole thing, and then they make you CALL someone.  How antiquated is that?

---

Most AT&T TS and CS staffers ask for a callback number in the first 25 seconds of the call and they should call you right back if disconnected.  If they do not say "is (xxx) xxx-xxxx a good callback number," ask if they will take it down for that purpose.  I have had a few disconnects and got immediate callbacks on most of them.

You could contact Alex, one of the AT&T Community Managers, to lodge a formal complaint.

---

Tech support may be different, but when I worked in in billing/retention, we had to get permission from a manager to call a customer back. Generally, permission was only granted if we were making a sale.

[jamileh]

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chrisrubystevens wrote:

This is the first time I have ever decided to express my frustration with AT&T's phone customer representatives. I decided (hopefully won't regret) switching our services from our current home over to our new home. The first rep scheduled me tentatively for a date, but gave me no specific time; promising me he would call me back the next business day: HE DID NOT. I had to speak to a total of SIX representatives to confirm what location, time & date they were sending the tech. The third representative I spoke with, could NOT for the life of him, understand my new address. I spelled it out for him 5 or 6 times. Finally, worried that he hadn't gotten the correct address, I asked to speak to his manager: he hung up on me. I called back and the 6th rep was great, but unfortunately, couldn't transfer me to the 3rd rep's manager and in effort of transfering me to her manager: hung up on me, as well. I don't know how else to let this company know that their customer service reps are not doing their job? After being on the phone for 45 minutes, speaking to 6 different people: I can definitely confirm that the service itself is great...the customer service and professionalism are far from that. Truly disappointed. 

---

Hey there - have you had a chance to send Alex a PM? If not, please do (or send me a private message) with your name, account number, phone number and the best time to contact you so we can help. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[jamileh]

Thanks for the PM. I see that you have been contacted by Ryan after you posted on Facebook as well. I'll add what you sent me to your escalation ticket so he has all the information. 

I do see he gave you a call today, please let me know if you didn't get his voicemail!

[chrisrubystevens]

After all of this: the tech didn't show up between 1300 - 1500. Just great. My husband had to take time off of work and we are between moving from one house to another. We didn't even receive a courtesy phone call. I feel that because I voiced my disappointment: they didn't show up. 

What a failure it has been working with AT&T.