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Thu, Sep 17, 2020 5:47 PM

ATT Chat Techs LIED!!!

I was having issues with this craptastic BGW210-700 router and I went to the chat to get help.  I spoke to three different techs through chat.  Ester, Harrison, and Marshal.  All three of them gave me different information and I was told i was going to get the latest router. Even Harrison upgraded my internet service.  How in the (Edited per community guidelines) does a company allow for techs to give such crap service to its customers.  Most of its site tools dont even work properly and now I have 3 of the same routers, two newer bgw210-700 and the old one that was causing a problem.  I will let you know that I will be switching to a different internet provider first chance i get.  Customer shouldnt have to have such disrespect and blatant lies to their face because ATT's techs dont know what they're talking about or just dont know how to do the job.  What should have been said is that the only router available is the BGW210-700 and it would have ended me going back and forth.  Yet I was promised a BGW310 or 320 router (whichever number it is) only to find out that its not even available in my area and yet stuck with this craptastic router that is using the same old tech since 2015.  WHAT I WOULD LIKE IS TO HAVE A MODEM WITHOUT WIFI!!! Like other normal internet provider so i can use my own stuff.  Again, will be switching to a new internet provider at first chance.   Also, here is one of the chats I had

 

Reference Number: 744606184514288858
DATE/TIME: 2020-09-15 13:52:38
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.

AT&T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today?
Me : Received wrong router
AT&T :
We can help you with that! View step-by-step instructions on our  Speed, wifi, & troubleshooting page.

I'm here if you have more questions.

AT&T :
You'll find more details on this page.
Me : Not the correct details
AT&T :
Me : Need technical Support
AT&T :
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Me : Need tech support
AT&T :
Let me get you to a specialist. Please tell us your first name.
Me : Keith
AT&T :
Thank you. You will now be connected to a specialist for account support.
Marshal : (Edited per community guidelines)o, a very pleasant day here in AT&T! My name is Marshal, your specialist today and I'll be happy to help you today.
Marshal : Keith, sorry to hear that you have received the wrong receiver.
Marshal : Let me go ahead and see what best I can do from my end.
Me : Thank you so much. There was an order put in for a new router or updated router. I had asked the last two techs what i would be receiving and I was told two different things
Me : I actually had printed out our conversations
Marshal : I completely understand that not to worry i will check the information for you.
Me : Harrison and Ester is who i spoke with online
Marshal : Thank you for letting me know that.
Me : np
Marshal :​Alright, let me get your account pulled up. Please stay connected.
Me : ok passcode xxxx
Marshal : Thank you for confirming that.
Marshal : While I retrieve the details, I hope you and your loved ones are all safe and healthy during the Covid-19 pandemic.
Me : Yes we are staying safe as safe can be
Marshal : That is great to hear.
Marshal : Equipment Type-Universal RG is what you have ordered, is that correct ?
Me : I was told that i wouldnt get the BGW210-700 and I would get the latest model modem
Me : the BGWxxx or xxx something like that
Me : I received the BGWxxx from fedex the today
Marshal : You already received the equipment today , Thank you for the information.
Me : yes
Marshal : Keith the account is in the name of Lorri, is that correct ?
Me : Yes, that is my wife
Me : Lorri Manns
Marshal : Perfect
Marshal : I want to involve my technical team now
Marshal : Kindly stay connected.
Me : Sure thanks
Marshal : Thank you.
Patty : (Edited per community guidelines)o! My name is Patty. I'm happy to help! Give me a moment to review your request.
Me : ok ty
Patty : You're welcome.
Patty : Thank you for waiting.
Me : np
Patty : I understand that you are referring to new model modem, am I correct?
Me : Yes
Patty : Thank you.
Me : I have the Bxxx which has been outdated for years
Patty : Thanks for the info!
Me : It was giving me problems for months which is why i had contacted the desk
Patty : I am sorry to know that.
Patty : Please help me with the best phone number.
Me : 4053614250
Patty : Thanks for the info!
Me : np
Patty : Thank you for waiting.
Patty : I am still working on your request.
Me : np
Patty : ::)
Patty : May I know that when did you receive the new modem?
Me : Just today. They dropped it off about 15 minutes ago
Patty : Thanks for the info!
Me : Np
Patty : I am checking that form my end.
Patty : REst assured.
Me : No worries
Patty : :)
Me : If it helps i spoke to a Harrison and Ester on this issue
Me : I spoke to Harrison on the 14th and Ester today
Patty : Thanks for the info!
Me : yw
Patty : :)
Patty : Thank you for waiting.
Patty : I will go ahead and place order for new model modem for you at no cost.
Patty : I apologize for the inconvenience caused.
Me : No problem at all. I know that if could contact some one on the issue, that it could get fixed.
Me : So when the new one gets in ill be sending back both of the old ones correct?
Patty : Yes, please send back the old modem to UPS or FedEx stores.
Me : Including the one that arrived today correct?
Patty : No special packaging is required, FedEX/UPS will package the device.Advise the UPS representative that you're returning an AT&T Modem.
Patty : Yes :)
Me : Awesome!!! I will
Me : So just to make sure which newer model will they be sending out?
Patty : BGW210-700 this is the new version gateway which I am sending right now for you.
Me : Please dont, that is the one i have that was messing up.
Me : Is this the only modem you guys have? That modem is old and has been around since xxxx and the last firmware update was xxxx
Patty : I am sorry to know that.
Me : Is there not something newer than that?
Patty : This is the updated one which I am sending for you with new features -xxx
Me : Does ATT still carry just plan modems and not modem combos? If so I would rather have that instead
Patty : This is the modem combos which you are referring to.
Me : I yes i have that one, its the one i been having trouble with
Patty : Please do not worry.
Me : Im looking for something newer than that one or just a plan modem that doesnt have wifi built in
Patty : I am sending the new version modem for you, I have checked that form my end just now.
Patty : NVGxxx is the modem which I am sending for you right now.
Me : Thank you so much
Patty : You're welcome.
Patty : Here is the Order ID: 6008024221A
Me : I really do appreciate your help and sorry about any confusion.
Me : Just wanted to make sure that i got the upgrade needed. And this is still at no cost correct?
Patty : I have placed order for new modem at no cost, you can install it once you get that modem, that will be activated by the end of the day one you install modem.
Patty : Yes :)
Patty : To recap, you have contacted us regarding modem, I resolved that by replacing the new version modem at no cost. Is there anything else I can assist you with?
Me : Ok thank you so much, no everything is handled
Patty : Thanks so much!
Patty : Please stay safe and healthy!!
Patty : Thank you for choosing AT&T. We appreciate your business.
 
blantant
 

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2 Messages

2年前

And even the replacement router is giving me problems!!!

 
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