Did AT&T close down their Midwest call centers?
Up until several months ago whenever I called AT&T about my services I always got someone in Ohio, Michigan or Chicago. The representatives were so knowledgeable and knew their products and computer system inside out. I think those were long time call centers and the employees were well trained. In fact, a rep in Ohio gave me a direct 800 number so that I would always reach a Midwest call center...877 999 1083. She herself told me the other call centers were new and that the employees were not well trained. For a long time that number got me straight to Michigan, Ohio or Chicago. But it now transfers me to the main AT&T number.
Now, when I call AT&T I get someone in California or Arizona and they are clueless, clueless, clueless. They give misinformation and conflicting information. I've called several times and get conflicting information. I have a grandfathered plan and I wanted add Speed Calling 8. The reps told me it was not possible to add this feature a la carte, clearly in contradiction to what their website says. I kept calling back over and over in hopes of getting someone in the Midwest and I wound up getting someone in Texas. They indeed were able to help me.
I called back again yesterday to see if I can add a second landline. I want the consecutive number after my phone numbers so basically my number is XXX-2374 and I want the second line to be XXX-2375. I have done this before and reps at the Midwest call center were able to give me any number that I wanted provided it was in AT&T's pool, it was disconnected and it was in my central office. I remember the last time I did this the rep scrolled through my prefix from 0000 to 9999 and said he could give me any number that was in the system.
But the rep in California said that they were not able to do this. She said that the system would randomly pick a number and they couldn't pull up any other options. I further asked her whether she could override the number selection and type in the number I wanted. She then said that if she did that then whoever had that number would have their service disconnected and the number would be taken from them. I am not telephone company call rep but that makes absolutely no sense. Their system wouldn't accept a number that's in use. Besides, she could always verify whether the number was in service. She pulled that answer straight out of her back side.
Who are these people at the California and Arizona call centers? Are they newer employers? Is the computer system they are using different than in Texas or the Midwest? How can I be sure I DON'T get someone on the west coast? Do I just keep calling and hanging up until they tell me they are in Ohio or Michigan? It's really absurd that those other call centers have such poorly trained reps. And after they are unable to help you they started trying to sell you AT&T TV. Come on!!! Really? Does any one know of a direct number where I can reach a rep in the Midwest or even in Texas? Thanks.