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Terrible Customer Interface Processes
What has happened to the ATT of 5 to 10 years ago? Why is the success rate to call ATT and get the right person without multiple wrong transfers or poor over seas audio quality at such a low ratio (ie 10 to 15 %).
I called on Monday, 09/21 to ask two simple questions 1) where are the closest ATT 4G LTE towers to a address I provided 2) what frequency bands do the antenna support. As of tonight, 09/24 I have not received a call back from Tier 2 Technical Support even though I have called numerous times each day only to receive basically the same poor handling of the call or the interest in making it a priority to locate my answer. I have been lied to at least four times by ATT employees when they commit to a call back either later in the day, or the next day at a scheduled time. Yesterday I spent several minutes explaining the numerous calls and failed interactions to a so called customer support supervisor (Hector). Only to discover he did not really want to hear about how ATT could improve their processes. When he transferred me to tech support, he did not follow the call to ensure connection success and the person on the other end was not able to hear me over my ATT cellular phone connection and after a quick 10 second attempt, she (Katie) disconnected.
On Monday when this all started I was told I was being transferred to Tier 2 Support to answer my Tower Band question. I was transferred to the wrong persons three times in row and then I informed the last person to have a supervisor call me back after 1400. No call ever came. Later I called back around 1730 and was told I could receive a call back at 0900 on Tuesday morning, no call came, so I called back at 1030. After speaking to a another "Tier 1" support person who finally agreed they did not have the resources to answer my question, I was told I would receive a call back in 24 to 48 hours. On Wednesday I had not received a call back from Tier 2 Support or a manager level resource, so I called again. I spoke to another Tier 1 support person who did not have the answers and stated he would have his supervisor call me back. Today, I had still not received any return calls from Tier 2 support or manager level resource, so I placed several calls. The last call I placed today was around 1600 EST and the young lady I spoke to told me also she would have her manager call me in 30 to 60 minutes. It has now been five hours and no call.
Now to be fair all of the calls or resources I have interfaced with have not been a failure. I estimate I have had four or five out of an estimated 25 to 30 calls / transfers in what is now four days where the ATT reps attempted to help and provided some support.
My households happen to have multiple ATT products from mobile phones, data lines, fiber internet, VOIP phone and Uverse and this type of very low quality customer service is what appears to be the ATT standard for the past several years.
The primary interface, the keyboard clanking operator bot, is one of the biggest issues to start off the call on the wrong foot. It's programming is so poor it does not ask the correct questions to correctly funnel the calls to the correct starting point.
Very disappointed and still waiting for answers !!
ATTHelp
Community Support
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231.3K Messages
4 years ago
Hi @ATnT_Inhales,
Thank you for reaching out. We are sorry that you have not had a stellar customer service so far and would love to take a closer look.
Concerning your inquiry about towers, we are able to provide you information about the bands they will supply you. However, we cannot disclose their specific locations due to security reasons. We recommend you provide us the zip code so we can check the towers nearest to the location and give provide further details.
Also, regarding the customer service you have received so far, we will relate your feedback to the appropriate department.
We hope to hear from you soon.
Doyin, AT&T Community Specialist.
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jas_hop
New Member
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22 Messages
4 years ago
Yea and another thing is you sit and wait and finally get someone and not only does AT&T cell service and signal (Edited per community guidelines) but who ever is on the line with you can't speak any kind of English you can understand or make out.
(edited)
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