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sdqster's profile

Contributor

 • 

3 Messages

Sun, Apr 27, 2014 4:41 PM

COMPLAINT ABOUT MANAGER MISTY (edited for privacy)

I am reaching out to complain about a manager named Misty [Edited for privacy.]who I spoke to on the afternoon of Saturday 4/26/14. 

 

I needed to change my number because I recently migrated from an iPhone to a GS5 and I was not receiving text messages from iPhone contacts. Long story short, I chatted with a rep named Michaelangelo online, who was very nice and courteous, but he was unable to assist me for techical reasons. I then called in and spoke to another very courteous and nice rep (whose name I do not recall), and he encountered the same issue and therefore transferred me to his manager, Misty Corbett.

 

Misty was very chipper at first but quickly became argumentative and provided me with a list of "tips" to resolve the issue, all of which I had done, to no avail. After going back and forth with her and explaining to her that she was not telling me anything that I did not already know or had tried, she hung up on me. 

 

At first I gave her the benefit of the doubt, but she did not call me back. I then called the 800 number again and was transferred to another manager named Nathaniel. Nathaniel was not only professional and courteous, but he was able to assist me. Thank you, Nathaniel. 

 

I'm not sure if anyone from AT&T will read this, but if you do, please review your CRM records and review this case because I hope that a manager who takes it upon herself to hang up on a 15 year customer because she is inept, is not acceptable behavior by your service model. I am not asking for anything in return other than that this case be reviewed by whomever's responsibility it is to do so.

 

Again, thank you to Nathaniel and the other friendly reps who assisted me. Perhaps they should be managing Misty and monitoring her calls, as they may be able to coach her on how to handle customer issues.

 

Q

ATTDmitriyCM

Community Manager

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9.9K Messages

8 y ago

Hello @sdqster 

 

Thank you for sharing your feedback and I apologize for the negative experience. I will forward your message to the right people to look into this issue.

 

Thanks again,

Dmitriy

Contributor

 • 

3 Messages

8 y ago

Dmitry,

Thank you. I look forward to a follow up on how this case is handled.

Quoc
ATTDmitriyCM

Community Manager

 • 

9.9K Messages

8 y ago

You're welcome. You might receive an email from one of our managers if they need to look for any account specific information, for privacy reasons.

 

Dmitriy

Contributor

 • 

3 Messages

8 y ago

Not a problem. I appreciate your help.
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