Uniquely for you. Preorder the new Google Pixel 6.
M

New Member

 • 

2 Messages

Mon, Aug 9, 2021 9:00 PM

Sales people being sent to house with technician

We had to have a technician come to our house to help set up our internet. But two AT&T salesmen came along with the technician, and it made for a very uncomfortable visit.

We have a complex internet set-up, and while I was trying to show the technician where everything was in the house (and explain our situation), one salesman at the door was chatting away, and there was a guy just standing right behind him. It was awkward and distracting, and it was so uncomfortable having them by the front door, while I was showing the technician where things were in the house and in the crawl space. Thank God there was two of us here! I worked with the technician, while my partner talked to the salespeople. We both felt really uncomfortable about the visit afterwards. Plus, is it really appropriate to ask us how much we over-bid for our new house?

My question... why are salespeople sent to the house, when we simply want to have the service that we signed up for work properly? If I want to see what bundle packages AT&T has to offer, I'll look at the website.

It's a bummer that the next time I need any technician help, I need to make sure 2 of us are home. I still feel very uncomfortable when think about this experience.

JefferMC

ACE - Expert

 • 

24.6K Messages

3 m ago

To upsell you on services you didn't buy yet.  There's a flowery term for the guy to go under his name on the business card, but I forget it.  The guy with him was probably his supervisor.  (An apparently-recently-former person in this position was, er, "extolling the virtues" of having this job late last week.  Apparently he didn't care for it at all.  As the post was off topic, it seems to have disappeared.)

They'll push Wireless services, AT&T TV, faster service, etc.

(edited)

Constructive

Employee

 • 

23.8K Messages

3 m ago

It’s a third party sales team and the actual technicians hate that they show up 

my thoughts

Employee

 • 

18.2K Messages

3 m ago

The individual(s) showing up during a scheduled installation or sometimes even a repair are ATT employees, level 1 manager.... in our market referred to as In Home Specialist (IHS) who provide a white glove treatment in registering the account, educating the consumer including the Smart Home Manager app, offering advice on additional products provided by ATT. The position has been around for at least 3.5 years or since 2018 in our market.

The 2nd person was either a supervisor on a ride along or a newer hire observing the process. 

https://www.att.jobs/job/dallas/in-home-sales-expert/117/12077212976

Cold calling door to door sales would not be ATT employees but contractor sales force. 

(edited)

JefferMC

ACE - Expert

 • 

24.6K Messages

3 m ago

That the term I was looking for: "In Home Specialist."

The reason they are there is "offering advice on additional products provided by ATT."  The "white glove treatment" is to get you softened up. 

browndk26

ACE - Professor

 • 

4K Messages

3 m ago

You do have the right to tell them to leave. 

New Member

 • 

2 Messages

3 m ago

Thank you all for the quick replies! This is great information. It was so off-putting having these guys show up, especially when my #1 focus was getting my internet set up so I could work from home. If I was the technician, I would have been super annoyed... he needed to ask me questions as to where things were so he could do his job, and these two guys were pulling my attention away from helping the technician out.

Plus, as mentioned earlier, if I was home alone I would have been incredibly uncomfortable with these three men hovering around me, asking me questions all at once. But as browndk26 states above, I honestly didn't think of asking them to leave. Since they all showed up at once, I thought they all came together. I didn't realize they came in two cars. Next time, I'll absolutely say I need to focus on the technician and to please leave. Thank you all again!

sanman202

New Member

 • 

214 Messages

3 m ago

For my installation last Friday a guy did show up about 45 minutes or so before the tech arrived. It was unexpected but at the same time i was not annoyed. That was probably because I was excited about getting the Internet 1000..lol I already had the Smart Home App installed and signed in so I made his job easier. He did mention mobile service and the offers and some actually sounded good. The only thing they could have done was mention he was coming by text or email beforehand. Though if they mention it they may get some resistance so i see what they're doing here. They figure odds are the customer is not going to get annoyed because it's kind of a personalized touch before installation. I get it! It's also good if you are off from work of the day of installation. You'll tend to be more relaxed about some time spent. 

(edited)

sanman202

New Member

 • 

214 Messages

3 m ago

One thing I didn't mention. They have the rep come before the installation but they don't have a line bury crew come right behind the tech on the same day. That's something that could be improved with the installation. 

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.