Must read. Incompetence in Management even after being told he is wrong!
I, like many customers on this forum have been getting hit very hard by data overages. My two daughters are on constant wi-fi and do not leave our home but sparingly. I called at&t to speak to a rep about this problem and was told that I must turn off cellular data when connected to wi-fi. I explained that this does not make sense and that once my phone connects to wifi my phone should no longer use cellular data and therefore no data overages should occur.
I asked to speak to a manager or supervisor and of course I was disconnected. I called back again and requested a supervisor and was finally able to reach one. I spoke to a supervisor (or manager) named Michael. I expressed my concerns about my data usage and he once again said I must turn off cellular data when on wifi to not incur charges. I disagreed with him and he said that he would get apple on the phone to prove his point. I told him that I do like the idea of my kids forgetting to turn on the cellular data when out of the house because I use find my phone to keep track of them. He said that as long as the phone is on you do not need data. What? I again disagree.
I called him out on calling an iPhone rep on the phone. I waited as he made the connection with a rep named Zeke.
As soon as Zeke got on the phone I asked him, “ Do you need to have cellular data on or wifi on to use find my phone?”. He said, “ yes”. At this point Michael starts spinning what Zeke said tries asking the question in several different ways to get a different response. Again, zeke says you need data on to use find my phone.
I then ask Zeke, “ If I am connected to my wi-fi connection at home while also connected to my AT&T data will the iPhone use my cellular data plan?. He said, “No”.
This is where things turned really bad. Michael, the supervisor mind you, again starts to spin the questions to Zeke trying to get a different answer. To the point where Zeke states he has a preference of turning off cellular data when using wi-fi. Ah ha, says Michael. You see.
So I ask Zeke, if this is personal preference and he states yes. I ask him, if you choose to leave your wi-fi on and cellular data on at the same time will you consume data from your cell plan? He says, No. Its a matter of preference.
Michael blows a gasket and says this is wrong. That you must turn off cellular data.
It got so bad that I actually told Michael that I will pay my bill if he simply would man up and recognize that he is wrong based on the conversation we just had with the iPhone rep he called himself. He did not even have the ability to correct himself or recognise the information Zeke gave us contradicted what he was saying. So what is the point of calling someone to verify your information if you do not have the cojones to admit you are wrong?
As a manager there are many ways to handle this situation and he did not handle this well at all. Lack of professionalism, and down right rude. When you try and spin your statements to expect a different outcome you are making yourself and your company look completely incompetent.
I have the conversation recorded and will look to speaking to upper management in hopes to rectify this issue. Michael should not be in the position he is in. The fact that they choose someone with this character and demeanor to represent them is scary to say the least. Even when confronted with the obvious truth by the very iPhone rep he himself called he continued to have the audacity to change and flip the excuses to point of nausea.
It’s bad enough I pay overages for something I should not be paying but its even worse to have someone talk down to you and twist their words in a way to try and force their excuse.
Even after repeatedly asking him to simply acknowledge that he was wrong he continued to make excuses and spit words of stupidity in the event some of them would possibly stick and change my mind.
I will transcribe the entire voice recording when I have time to show you the complete incompetence of this individual.
I have never, never been so freakin upset at a person.